Why was my order returned to CAVAL?Updated 22 days ago
🔄 Your order has been returned to the sender?
Don’t worry, this is a situation we are very familiar with, and it is resolved very simply.
Whether you selected home delivery or pickup point delivery, it can happen that the parcel is not collected in time. In this case, it is automatically sent back to our warehouse.
Here’s why this can happen… and, more importantly, what the CAVAL team does next to assist you.
📦 Why was your order returned?
Several reasons can explain this automatic return to the sender. Here are the most common cases:
🏡 You were absent during home delivery
If the courier could not deliver your parcel after several attempts and no alternative delivery instructions were recorded (such as delivery to a neighbour or a safe place), the parcel is returned to the sender.
📩 The carrier usually leaves a delivery notice to inform you. Remember to also check your emails and SMS messages to follow the situation.
🕒 You did not collect your parcel from the pickup point in time
When the parcel is delivered to a pickup point (Mondial Relay, Colissimo, etc.), you generally have between 7 and 14 days to collect it.
If this deadline passes, due to forgetfulness, an obstacle, or incorrect information : the pickup point automatically returns the parcel to our warehouse.
💡 Tip: As soon as you receive the availability notice, plan your collection as soon as possible to avoid any issues.
📧 An error in the email address or postal address
Occasionally, a typo in the email address or an error in the delivery address prevents the carrier from contacting you or delivering the parcel correctly.
Result: you cannot track the delivery or be present at the right time, and the parcel is returned.
👉 If you think this applies to you, write to us at [email protected].
To read our dedicated article, see: Can I modify or cancel my order?
💌 What happens once the parcel is returned?
If your parcel could not be delivered or collected in time, it is not lost — it is simply returned to us at our warehouse address.
Once it arrives, our logistics team handles it. Here is what happens in practice:
The parcel is received: every day, our warehouse receives parcels returned by carriers. Yours is registered as soon as it arrives in the 35,000 m² warehouse.
It is carefully opened and checked: we ensure everything is in good condition, complete, and correct.
Next steps are prepared for you: depending on the case (and your request), we may offer reshipment or proceed with a refund.
🚚 Can we reship your order?
Yes, absolutely, and this is our preferred option whenever possible.
Our priority is for you to receive your pair, especially if you have been waiting for it.
As soon as we see that a parcel has been returned to us, or as soon as you write to us about it, we can arrange free reshipment. No extra costs, no complicated steps: we handle everything.
Step-by-step process:
You write to us at [email protected], providing your order number (if available).
We check together if the items are still available.
If they are, we offer a new delivery, free of charge, to the address of your choice (you may also take this opportunity to correct information or change the delivery location).
💡 We recommend verifying your full postal address, as well as your email address and phone number, to ensure everything is up to date.
These details allow the carrier to notify you in real time and help avoid misunderstandings or unwanted returns.
If you need guidance in choosing the delivery method best suited to your situation, we can also discuss that together.
💳 What if the product is no longer available?
If the item(s) in your order are no longer in stock, you will be refunded as soon as our logistics team validates the return.
The refund is processed automatically to the payment method used when placing your order, and you will receive an email confirmation once it is completed.
For more information, see our dedicated article: I would like to make an exchange but my size is no longer available: what should I do?
🤝 We remain at your service
If you have any questions, doubts, or need specific information about your parcel, write to us at [email protected].
We will respond quickly and do our best to ensure your pair reaches you under the best conditions 💙