FAQ

YOUR ACCOUNT

HOW DO I CREATE AN ONLINE ACCOUNT?

Creating an online account is easy. Click “Account” at the top right of the header. On a smartphone click 'Menu' and then 'Account'. On the next page click 'Create an account' and fill in the form. After you have entered all the details correctly, click again on 'Create account'. You will receive an email confirming the creation of your Cavallaro Napoli account.

I FORGOT MY PASSWORD, HOW CAN I GET A NEW ONE?

You can easily create a new password online. Click on "Account" at the top right of the page. On a smartphone, click on 'Menu' and then on 'Account'. On the next page, click on 'Forgot Your Password?' and then fill in the form. Then click on 'Reset my password'. If the email address you entered is known to us, you will receive an email with information to use your account again.

ORDER

HOW DO I PLACE AN ONLINE ORDER?

You can order your chosen product by simply selecting the item in the right colour and size, before clicking on the button “Add to basket”. At the top right of the screen you will find a basket icon and next to it you will find how many items there are in your basket. When all the items you want have been placed in the basket and you have clicked on the basket icon, the 'Proceed to checkout' button will appear. Clicking on it will start the checkout process. Place your order by going through the ordering process and by clicking on the 'Place order' button.

IS IT POSSIBLE TO CANCEL MY ORDER?

As we process your order the same day, it is unfortunately not possible to cancel your order.

CAN I ADD AN ITEM TO MY ORDER?

Once your order has been confirmed, the dispatch process will start immediately. Therefore, it is not possible to add any items to your order or make any changes. However, you can place a new order.

DISCOUNT CODES

HOW DO I USE MY DISCOUNT CODE?

Your discount code can be used by going to the payment page and putting your code in the form marked "Code". Then simply click “Apply coupon”. When the message “Code accepted" appears, your code will be processed and you will see a reduction when you come to pay.

MY PROMOTIONAL CODE IS NOT ACCEPTED, WHY IS THIS?

If your code is not accepted, it could be that you have entered the code incorrectly. Have you copied and pasted the code for example? If so, it could be that an additional space has been copied, so the code won’t work.

 

Code still not accepted? Please contact our customer service, who can assist you.

DELIVERY

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

If you place an order on a weekday before 15:30, it will be sent the same day. Once your order leaves our warehouse, you will receive an email with a Track & Trace code that will allow you to track the status of your shipment.

Orders within the Netherlands are delivered within one to two working days. International orders are delivered within five business days, depending on the country. For more information on delivery, please click here.

WHAT ARE THE COSTS?

There is free shipping within the Netherlands, Belgium and Germany for account members. For customers without an account we charge €4,95 for shipments. For more information on delivery, please click here.

RETURN

HOW DO I RETURN MY ORDER?

You are always entitled to return your item(s) within 30 days from the time of delivery. The returned items must be in the same condition in which they were sold. Personally tailored items can not be returned. For more information on how to return an item, please click here.

IS IT POSSIBLE TO EXCHANGE ITEMS?

Unfortunately, it is not possible to exchange items. If you want to exchange an item, we advise you to return the item and place a new order.

IS POSSIBLE TO RETURN SALE ITEMS?

It is possible to return sale items within the return period of 30 days. The purchase amount will be credited to the original payment method.

I RECEIVED A DAMAGED PRODUCT, WHAT CAN I DO?

We will always do our best to ensure you receive our products in perfect condition. Should you receive a product that you deem has something wrong with it, then you can return it within the stipulated period of 30 days. It is important to include the return form, selecting the “article damaged” box.

Returned items will be thoroughly inspected by our production team. When the damage is the result of something that happened outside your control, we will credit you with the full amount. Damage or defects caused in any other circumstances will not be considered.

PAYMENT

WHAT PAYMENT OPTIONS DO YOU OFFER?

You can pay in our shop using the following payment methods:

  • Visa / Mastercard (credit card)
  • PayPal
  • iDeal
  • Klarna
  • Mister Cash (Belgian customers only)

MY PAYMENT WAS NOT SUCCESSFUL, HOW CAN I FINISH MY ORDER?

When your payment does not properly complete, this can be down to several reasons; such as problems with an Internet connection or a technical problem with the bank. We advise you to try again later and/ or contact your bank if the problem continues.

STOCK

ARE SOLD-OUT ITEMS REPLENISHED?

When items in our shop are sold-out, we will always try to re-stock these as soon as possible. You can indicate on the product page that you want to receive an email when your item is back in stock. Click "Email me when in stock”, fill-in your size and email address and you will receive an email when the product is available again.

AN ITEM FROM MY ORDER IS NO LONGER IN STOCK, WHY IS THIS?

Unfortunately, an item can sometimes appear to be sold-out when you complete your order. In these circumstances, you will immediately receive a credit note by mail containing a code for free shipping, while the amount will be refunded within 24 hours to the payment method you used.