• Do shipping costs vary depending on the quantity purchased?

  Shipping costs vary depending on the weight of your order and the destination. In mainland France, shipping is free from €90 of purchases. For deliveries in Europe and internationally, fees are calculated automatically based on the order's weight and delivery address. You can find full details on the "Delivery options" page.Some readers

• What are the different delivery options?

  Cacatoès offers several delivery options depending on your location: In mainland France: Express home delivery within 24h (1 business day, excluding weekends and public holidays) Standard home delivery Standard pickup-point delivery within 1 to 3 business days Free shipping from €90 of purchases in mainland France. In Europe: Standard home delivery Standard pickup-point delivery (available in Spain, Portugal, Italy, Belgium, Germany, the Netherlands and LuxembourgSome readers

• My parcel is damaged, what should I do?

  If your parcel is damaged (opened, spoiled, or shows signs of tampering), we recommend refusing it upon delivery or reporting it to the carrier immediately. Then please contact our customer service as soon as possible so we can help resolve the issue. Please note: a damaged parcel not reported at the time of delivery cannot be refunded.Some readers

• My delivery address is incorrect, what should I do?

  If you notice an error or incomplete information in your delivery address after placing your order, please contact our customer service as soon as possible so we can try to correct it. Please send us your full contact details and the correct address to help us process your request. Please note that once your order status is "Being prepared", it will unfortunately no longer be possible to change the delivery address. To avoid any delivery delay or issue, we recommend carefully checking youSome readers

• What currency is my payment made in?

  On our site, all payments are made in euros. Please note that independent currency exchange fees may apply to the transaction.Some readers

• Do I have to pay customs duties or local taxes upon delivery of my order?

  When your Cacatoès order is delivered, you may be charged customs duties or other local taxes. As stated in our Terms and Conditions of Sale, these fees are not the responsibility of JOKA and are entirely your own responsibility.Some readers

• Do you accept orders by phone?

  Orders by phone are not accepted. You can place your order directly and securely on our website.Some readers

• I received an item that doesn't match my order, what should I do?

  If you received an item that doesn't match your order, please contact our customer service as soon as possible via chatbot or email at help@mycacatoes.com. To help us process your request faster, please include your order number, your contact details, and photos of the item received. Our team will help you resolve the situation quickly.Some readers

• I didn't receive an order confirmation email, what should I do?

  If you haven't received an order confirmation, please first check your spam folder as well as your customer account, where your order may appear in your order history. If your order isn't visible or you're unsure, please contact our customer service via chatbot or email at help@mycacatoes.com. Our team will be able to assist you.Some readers

• How can I track my order? Where is my parcel?

  To track your order, please check the email address used when placing your order. Once the status is "Shipped", an automatic email is sent to you with your tracking number for the chosen carrier. To track your parcel, please visit the relevant carrier's website, select the "Track parcel" tab, and enter your tracking number.Some readers

• What payment methods can I use to shop online?

  Several payment methods are available: credit card (Visa, Mastercard, American Express), PayPal and Apple Pay. All payments are secure to guarantee the protection of your data.Some readers

• My parcel is lost, what should I do?

  If you believe your parcel is lost, please contact our customer service via chatbot or email at: help@mycacatoes.com. Our team will let you know the next steps and help you resolve the situation as quickly as possible.Some readers

• I would like to modify or cancel my order

  Order cancellation is possible only while the order status is "Payment accepted". If you wish to cancel your order, please contact our customer service as soon as possible at help@mycacatoes.com. Once the order status becomes "Being prepared", cancellation is no longer possible. Order modification is not possible. We therefore recommend cancelling your order and placing a new one. We will refund the cancelled order as quickly as possible. Finally, if you forgot to add a desired producFew readers

• Items are missing from my order, what should I do?

  If you notice that one or more items are missing from your order, please contact our customer service as soon as possible via chatbot or email at help@mycacatoes.com. To help us process your request, please provide your order number and contact details, attach photos of the package received, and let us know which items are missing. Our team will help you resolve the situation quickly.Few readers

• I didn't have time to pick up my parcel from the pickup point, what should I do?

  If you don't collect your parcel from the pickup point in time, it will automatically be returned to us. Once the parcel is received at our warehouse, your order will be refunded. However, the shipping fees incurred cannot be refunded and will be deducted from the total amount. If you would like to receive the items again, simply place a new order.Few readers