Update to our return conditions

Cacatoès doesn't accept items exchange.
If you wish to return your item, you can request a refund or a credit note. After receipt and verification of the contents of your parcel, the refund or voucher will be processed and emailed to you within 7 days. Please note: You benefit from a 14 days period from the date of delivery to request a refund or credit note. As per our General Terms and conditions of sales, returns are at the customer's expense (shipping and associated taxes). Beyong this statutory withdrawal time, no parcel will be accepted.

Return process

If you have a customer account:

Online process:
1 - Log in to your personal space
2 - Go to the "Order history and details" section
3 - Click on "Details" in the order you wish to return.
4 - Select the item(s) you wish to return.
IMPORTANT : Please note If you are unable to tick your product, this means that your order has exceeded the legal withdrawal period. Please follow the instructions for customers who do not have an account. 

5- Select a reason and specify the reason for the return. Our teams will then process your request and validate the return request.
6- You will then receive a confirmation email with a change of status for your order "Awaiting parcel" and a returns slip*. (Remember to check your spam) *A returns slip does not in any way constitute a returns voucher. This document is only used to facilitate the processing of your return and refund. After receiving the confirmation email
7- On the returns slip, specify whether you would like a refund or a voucher. Attach this return slip to your parcel and send it to the following address:

B2C Service Retours
1 rue Charles Tellier
13014 Marseille, France

If you do not have a customer account:

If you do not have a customer account and you have placed an order in "guest" mode:
1- Please contact Cacatoès on +33 4 84 52 08 55 before returning your product to check whether your return falls within the legal withdrawal period or the commercial withdrawal period. (see General Terms and Conditions)
As a reminder, if a return exceeds these time limits, the parcel will be returned to you at your expense.
2- Once your return has been confirmed by customer service, we invite you to contact a carrier to obtain a return label.
3- Then, please enclose your invoice to the parcel together with the returned item and its packaging then ship it to the following address :

B2C Service retours
1 rue Charles Tellier
13014 Marseille

4- Once your order has been received and processed, we will confirm your refund by e-mail.
Please note that the original packaging must not be damaged. The product must be returned in its original condition: unworn, unaltered and unwashed, and in its original packaging in good condition.
To facilitate your refund, you can use the original box to return your product.
As a reminder, any damage to the product or accessories (boxes) may invalidate the right of withdrawal. As stipulated in our General Terms and Conditions of Sale, you are responsible for the return postage costs.
In addition, please note that if you do not collect your parcel from a collection point, the delivery costs will not be refunded.
Returned items are your responsibility until they reach us. Please ensure that you obtain proof of dispatch if necessary.
Please be patient and only contact customer service if you do not hear from us within 14 days.
Cacatoès customer service would like to thank you and wish you a pleasant day.

E-mail : help@mycacatoes.com
Phone : +33 (0)4 84 52 08 55
Monday to Friday 9AM to 5PM