I haven't received my order confirmationUpdated a month ago

📬 You didn’t receive your order confirmation? Don’t worry, let’s go through it together.

The order confirmation is automatically sent by e-mail as soon as the payment is validated. It includes a summary of your purchases, the amount paid, your order number, and the shipping address.

If nothing shows up in your inbox within a few minutes after placing your order, no panic: several situations can explain it 👇

✅ You have a CAVAL account

In this case, the first thing to do is check if your order was properly recorded. To do this:

• Go to our website, click on “Support”, then “Access my account”
  

• Log in with the e-mail address used when placing your order
  

• Once logged in, your orders will be displayed in the corresponding tab
  
  

If the order appears in your account, everything’s fine: the confirmation e-mail may simply have ended up in your spam folder or taken a bit more time to arrive.

🕵️‍♀️ You don’t have a CAVAL account

Despite your many attempts with all the e-mails in your address book, you can’t log in? Two situations can arise here:

📧 A mistake in the e-mail address
 A typo or small error in the e-mail address entered at checkout may block the confirmation e-mail from being sent.

In this case:
👉 Contact us as soon as possible, before the order ships.
We’ll check together if the order went through and if it’s still possible to update the e-mail address.

If the order has already been shipped and the e-mail address is incorrect, the parcel will automatically be returned to our warehouse. It will then be:

• checked by our logistics team,
  

• put back into stock,
  

• and fully refunded once the return is validated.
  

💡 In the meantime, you can check out our dedicated article: Can I modify or cancel my order?

❌ A payment failure
 It’s also possible that the order was never validated. This can happen for several reasons:

• Card refusal (limit reached, expired card, wrong code, etc.)
  

• 3D Secure validation not completed (SMS or banking app)
  

• Timeout during payment process
  

• Unstable connection or error at the moment of validation
  

• Issue related to the device used: some browsers (Safari, Firefox) or mobiles block security windows
  

• Blocking of pop-ups or cookies required for banking validation
  
  

💡 If payment fails, the order is not recorded and you are not charged.

🛠 The order wasn’t validated?

If that’s the case, here are a few tips:

• Try placing your order again from another device (computer if you were on mobile, or vice versa)
  

• Preferably use an up-to-date browser such as Google Chrome
  

• Allow pop-ups and check that your banking app is properly installed and active
  

• If necessary, as a last resort: try another payment method.
  

💌 Any doubt, issue, or hesitation?

If you can’t figure out the cause or you’re unsure, write to us at [email protected]. 

We’ll let you know if the order is recorded, if a modification is possible, or if a new payment is required.

We’ll reply within 24h, and often even faster (48h on weekends)!
We’re here to help you every step of the way 💙.