I received the wrong item: what should I do? (wrong size, wrong pair)Updated 22 days ago
Receiving your order is always a little moment of joy… until you realize it’s not the right pair, not the right size… or even, more surprisingly, a product that has nothing to do with CAVAL. 😔
It’s very rare, but it can happen, and we’re truly sorry when it does.
⁉️ How can the product received be incorrect?
It’s true that this can be surprising, and it’s not always obvious how it can happen. Here’s the explanation: our logistics partner also handles the shipping of products for other brands, within a massive warehouse of over 35,000 m² filled with boxes.
With hundreds of orders moving every day, a small mix-up can unfortunately occur during preparation. The good news is, we know exactly how to respond so you can quickly receive the correct item.
💡 And if you’re curious to see what happens behind the scenes, check out our warehouse tour video.
📷 Information we need from you
To check quickly and guide you toward the right solution, there are a few actions to take depending on your situation.
📌 Case 1: You received a product that is not CAVAL
Send us a clear photo of the received item.
Share a photo of the label visible on the box and/or the delivery carton.
📌 Case 2: You received a CAVAL pair but it’s the wrong model or size
Send us a clear photo of the received item.
Share a photo of the label visible on the box, on the side where the product information appears (model, size, code).
If the issue is related to size, also send us photos of the size indicated on the received pair:
Either under the sole.
Or under the tongue inside the shoe.
🚀 What happens next?
Quick review of your case
We immediately check your photos to confirm the error and identify the cause: order preparation mistake, swapped items, or wrong size.Investigation with our logistics partner
We contact our warehouse directly to understand what happened.An initial reply is usually expected within 3 business days.
Depending on the complexity, the full resolution can take up to 15 business days (especially if we need to check multiple batches or trace the shipment’s path).
Clear return instructions
Once the error is confirmed, we’ll guide you step-by-step to return the incorrect item. We’ll send you a prepaid return label to make the process easy.Shipping the correct item
As soon as the issue is resolved and your return is registered in our warehouse, we immediately prepare the shipment of the correct pair or model.
You’ll then receive a shipping confirmation email with the tracking link to follow its journey.
💡 Tips to save time
Take your photos as soon as you open the parcel: the sooner we have the info, the faster we can act.
Write to us with the email subject: Wrong product received: Order #XXXXX : this helps speed up processing.
💌 Any questions or doubts?
Write to us at [email protected]. We’re here to fix the issue and get you the right pair as quickly as possible. 🙏