• Can I drop off my return parcel directly with you?

  To make a return, please go to the dedicated Cacatoès returns page: 🔗 https://returns.bigblue.co/cacatoes Once on this page, you'll be able to: Register your request. Select the item concerned, indicate the reason for return, then confirm your request. Prepare your parcel, print and stick the prepaid label onto it. Send your return by dropping off the parcel at a Chronopost Pick-up point. Please send back the pair(s) along with the **origiSome readers

• What are the refund conditions?

  For your refund request to be processed as quickly as possible, returned items must be new, unused, undamaged, and sent back in their original packaging. Once the parcel is received and checked by our teams, the refund is processed as quickly as possible. During busy periods, processing times may be slightly longer.Some readers

• What is the legal return period for a defective product?

  You have 14 days after receiving your order to return your items. Once your parcel is shipped, allow 5 days for it to reach our warehouse. Once received, allow about 10 days for processing. We will check that the returned product matches the one sent, and that it hasn't been used or damaged. In the event of logistical issues, these timeframes may change. To track your return, click here.Some readers

• Are return shipping costs the customer's responsibility?

  For the countries below, your return is made easier thanks to the prepaid return label received by email. Return fees will be deducted directly from your refund. France Luxembourg Belgium Netherlands Spain Italy Germany Portugal Switzerland If your shipping country is not on this list, please ship your return at your own expense to the following address: Kuehne+Nagel Bât3 BIGBLUE TOES Avenue Louis Renault - Bât 3 - Cell 5 ZAC du Val Bréon 77610 CHÂTRESSome readers

• How do I make my return?

  If an item doesn't suit you, you can request a refund, store credit, or an exchange. After your parcel is received and checked, the refund, voucher, or exchange will be processed and sent within 7 days. Return conditions Timeframe: you have 14 days from the date you receive your parcel to request a return or exchange. Return fees: as stated in our terms and conditions of sale, return shipping costs (postage and related taxes) are the cuSome readers

• How many days do I have to make a return?

  You have 14 days after receiving your order to return your items. Once your parcel is shipped, allow 5 days for it to reach our warehouse. Once received, allow about 10 days for processing. We will check that the returned product matches the one sent, and that it hasn't been used or damaged. In the event of logistical issues, these timeframes may change. To track your return, click here.Some readers

• Why wasn't I refunded the full amount of my order?

  You may not be refunded the full amount of your order. As stated in our terms and conditions of sale, only returns due to an error on our part or a defect (a product is considered defective if it could cause harm to a person or does not provide the expected level of safety) are refunded in full. Handling, processing and shipping fees are non-refundable, fixed costs.Some readers

• How long will it take to receive my refund?

  You will be refunded within 10 days of the merchandise being received at our warehouse. The refund will be made using the payment method used for the order. It will include the price of the returned items minus the initial shipping fees and return fees.Some readers

• My product seems defective, what should I do?

  If the product you received seems defective, the first step is to contact our customer service by email at help@mycacatoes.com. To help us process your request, please send us photos showing the defect, along with all the details needed to find your order (name, address, and 9-character order reference). After our teams confirm the defect, we will send you a return label and process the refund for the defective product once it is received and processed.Few readers

• I bought a pair of Cacatoès on another website and it's defective, what should I do?

  All products purchased from a site other than Cacatoès' own depend on a different distribution network. We therefore invite you to contact directly the site where you made your purchase for more information about your request.Few readers

• I haven't created a customer account, how do I make a return?

  If you do not have a customer account and wish to make a return, please follow the steps below: 1 - Contact Cacatoès customer service at help@mycacatoes.com to confirm that your order is still within the legal withdrawal period or the commercial return period (see our Terms & Conditions). 2 - Once your request has been approved by our customer service, you will be redirected to our dedicated returns portal to generate your return label. 3 - Prepare your parcel, prFew readers

• How will I receive my refund?

  The credit is always paid via the payment method you selected. For card payments, we refund the amount corresponding to the returned items directly to your bank card account. For PayPal payments, the credit is applied to your PayPal account.Few readers

• When making my return request, I can't select the items to return, what should I do?

  You may be unable to select the items concerned when making your request. In that case, please contact Cacatoès customer service via chatbot or email at help@mycacatoes.com so we can help resolve the situation.Few readers

• Can I exchange a pair of Cacatoès bought at another store?

  It is not possible to exchange or return a pair bought online in store, or vice versa. Each sales channel has its own return procedure.Few readers