My pair is damaged: what should I do?Updated 23 days ago
We’re really sorry to hear that. But don’t worry — we’re here to help and will work with you to find a quick and suitable solution.
🕐 When should you contact us?
As soon as you notice a defect, please write to us at [email protected], including the following details:
The purchase date (not the date you started wearing the pair)
The model and size
The context in which the defect appeared (right after delivery, after a few wears, indoors or outdoors, etc.)
A proof of purchase (invoice, receipt, or order confirmation)
Clear photos of the defect
The more details you provide, the faster and more efficiently our customer care team can assist you. 🙌
❓ What will our team ask you?
Did you order your usual size?
Did you wear the pair indoors only at first?
Did you use a waterproofing spray, newspaper, or shoe trees to soften the leather?
Did the defect appear right after delivery or after several days?
⏳ What if the purchase was made a while ago?
✅ If your purchase was made less than one year ago
We may be able to cover manufacturing or structural defects (e.g., loose stitching, sole coming off without clear reason, etc.).
👉 Send us the information listed above and we’ll find the best solution together (exchange, credit note, or commercial gesture).
❌ If your purchase was made more than one year ago
Some signs of wear and tear are natural over time (creases, worn soles, patina on leather…).
⚠️ Unfortunately, these are not covered.
However, if you spot a structural defect that shouldn’t occur even after extended use, don’t hesitate to contact us, we’ll review your case carefully.
⌛️ Good to know:
For purchases over two years old, the legal warranty of conformity no longer applies. We may still review your request and offer a commercial gesture, depending on the situation.
🧾 Depending on where you made your purchase
1. If you bought directly on CAVAL’s website
Please email us at [email protected]. Once we receive your request:
We’ll open a defect form and assign a unique ID to track your case.
You’ll get a personalized reply: exchange, credit, or goodwill offer, depending on the situation.
⚠️ Refunds are not possible for orders placed over 6 months ago, due to accounting regulations.
2. If you bought in a physical store or from a partner platform (Veepee, Sarenza, The Bradery…)
👉 For all purchases made outside of CAVAL’s website:
We strongly recommend that you contact the store or platform first.
They are the ones who processed the payment and are therefore the only ones able to issue a partial or full refund.
Then, if needed, you can still send us:
A proof of purchase
Clear photos of the defect
We’ll open a dedicated SAV file with a unique ID. If a structural defect is confirmed, we may offer an exchange or credit, depending on availability.
💡 No refunds can be issued by CAVAL for purchases made through third parties.
❗️Important
Without a proof of purchase, we won’t be able to process your request. It’s essential to identify your order and ensure fair handling for everyone.
📬 What happens after you reach out?
Our team will reply within 24 hours on weekdays and 48 hours max on weekends, with a tailored solution.
👉 Contact us at [email protected] as soon as you notice an issue!