Wrong item received: what should I do?

Did you receive a pair that doesn’t match your order? Or did you get a product that’s not from CAVAL?
Our apologies for the mistake, we’ll fix it quickly and smoothly.

🔎 Need an overview of the return/exchange process?
→ Check out our full guide on returns and exchanges

📨 Step 1: Contact us as soon as possible

Write to us at [email protected] explaining your situation, and please attach clear photos when you get in touch.
The more details and visuals we have, the faster we can understand the cause of the error (rare, but it happens 😬) and help you.

🎯 You received a CAVAL pair, but it’s not the right model

Please send us:

A clear photo of the pair you received (overall view: side, soles, size)
A photo of the shoe box with the label visible (reference + barcode)

📦 You received a product that’s not from us (another brand)

Please send us:

A photo of the product you received
A photo of the shipping label on the package (showing your address and barcode)

💡 These photos are essential, so our logistics team can identify the issue and fix it efficiently.

✅ Step 2: We take care of the rest

Once we receive your message, our team will process your request as quickly as possible.
→ After verification, we’ll send you instructions for the return, exchange, or reshipment depending on your case.

📌 As with all returns, sending you the correct pair (or processing a refund) will happen once our warehouse confirms receipt of the original item.

🤝 We’re here for you

Our priority is to get you the right pair and keep a smile on your feet.
Thank you for your patience and understanding!

💌 A doubt, a hiccup, a hesitation?

Write to us at [email protected] or click here to send us a message.
We reply within 24 hours—often even faster (48h on weekends)!