Find answers to frequently asked questions. Contact us by email at help@mycacatoes.com if you can't find your answer.

Products

The vast majority of our products are made in Brazil and all designed in France.

Cacatoès sandals fit rather small.  are models that generally cut small.  We recommend to choose one size up in your are betzeen two sizes or have a rather large foot shape. It is also important to know that sizes can vary depending on the type of product: classic or wedge sandals, moccasins, flip flops or mules. To learn more, check out our Size Guide.

If you can't find an item or your size on stock, please contact our customer service to find out more.

You may notice stronger colored marks on the strap of your sandals, do not worry, this is the injection point that is essential in the production of your favorite pair. Consider it like our Cacatoès original stamp. In addition, you may receive your pair of sandals with a few white spots, again, not to worry, those stains may appear during transport and in cold conditions. We make Brazilian sandals that thrive in the heat. Here is our tip to solve it, use your hairdryer ;).

Order

Order cancellation is only possible when the order status is "Payment accepted". If you wish to cancel your order, please contact us as soon as possible. Indeed, once the status of your order is "In preparation" it is no longer possible to proceed to its cancellation. For order modification, this is unfortunately not possible. Thus, we recommend that you request the cancellation of your order and place a new one with the desired products once you have received your refund. Finally, if you forgot to add a desired product to your cart, you will need to place a new order to purchase it.

To make your purchase of Cacatoès products online you benefit from several payment methods: by credit card, via Paypal or Apple Pay.

On our website, all payments are made in euros. Please note that independent exchange fees from Cacatoès may apply during the transaction.

To track your order, we invite you to consult your email used for the order. When the status is "Shipped" an automatic email is sent with your tracking number according to the chosen carrier. To learn more about where your package is, we invite you to visit the website of the carrier concerned and select the "Parcel tracking" tab while adding your tracking number.

If you have not received an order confirmation, it may be in your spam. If after checking your spam, there is no order confirmation it may be that your order is not placed. In this case, please contact our customer service who will be able to assist you.

No, unfortunately we do not accept orders by phone.

If you notice any missing products in your order, please contact our customer service by email at help@mycacatoes.com as soon as possible. Please specify your order number, your name and attach photos of the package received as well as information about missing products to facilitate the processing of your request.

Delivery

If after placing an order and receiving the confirmation email with the data you have entered, you find that some information is incorrect or incomplete, please contact us as soon as possible to remedy it. When writing to us, do not forget to provide complete and correct contact information to facilitate the change. Please ensure that the delivery address is not incorrect, to avoid possible problems or delays when delivering the order. In addition, please note that if the status of your order (visible in the customer area) is "In preparation" then it will no longer be possible to change your delivery address.

If your package is damaged, you have received it opened or with signs of handling, you are entitled to refuse the package or report it to the carrier. Subsequently, it is essential to contact customer service as soon as possible. Indeed, any package damaged and not reported, can not be refunded. Once done, our agents will be able to investigate what happened and will be able to offer you a solution.

No, on the Cacatoès website the shipping costs do not vary according to the quantity of products purchased. Indeed, our shipping costs are fixed and are offered from 90 € of purchase in metropolitan France. For international, we invite you to discover our rates on the "Delivery methods" page.

Cacatoès offers home delivery against signature and relay points in metropolitan France. For international, we offer home delivery with our partners Colissimo and DHL. To learn more, we invite you to discover our page Delivery methods.

When you order Cacatoès products, you may be required to pay customs and other local taxes. As stated in our Terms and Conditions of Sale, these rights are not the responsibility of JOKA and are your sole responsibility.

If you have not had time to pick up your parcel at the relay point, the parcel is automatically returned to us. Upon receipt, we will proceed to refund. However, please note that the delivery costs paid on departure will not be refunded.

In case of package loss, the first thing to do is to contact our customer service by email which will tell you the procedure to follow. In case of emergency, please contact our customer service by phone at +33 4 84 52 08 59.

Returns and refund

When requesting a product return, you may be asked to pay a return fee. These return costs are not your responsibility only if there has been an error on our part. In this case, we ask you to communicate us elements of the problem encountered (pictures, explanations...) and after observation by our customer service, we will provide you with a return label.

You have a withdrawal period of 14 days from the date of receipt of the package to request a refund or have. As a reminder, the return costs are the responsibility of the customer as outlined in our general conditions of sale. In the event of a defect, you have one month to return your product in its original packaging. After this period, Cacatoès cannot be considered responsible and will not be required to refund you.

When you make a refund request, it is made within 7 working days after the receipt and verification of the contents of your package. However, please note that processing time may increase during busy periods.

If you do not have a customer account and you wish to make a return request, here is the procedure to follow:
1 - Contact Cacatoès customer service at +33 4 84 52 08 55 to check that your order is within the legal withdrawal period or the commercial period (see GTC)
2 - Once your return confirmed by customer service, we invite you to contact a carrier to obtain your return label.
3 - Then, make your return package with the invoice, the original pair in its box and send it to the following address :
SAS JOKA
Service Retours B2C
1 rue Charles Tellier
13014 Marseille
4 - Once received by our teams, we proceed to the compliance check (pair in good condition, unworn and original box not deteriorated) if your return is following our conditions of return we will then proceed to the refund of the model(s) ordered. Please note that in case of non-compliance, the package will be returned at your expense.

To make a return if you are a Cacatoès customer, there are several steps to follow:
1 - Log in to your personal space
2 - Go to the section "History of your orders" then "Details" on the order to be returned.
3 - Check the box or boxes corresponding to the products to be returned
4 - Select a reason and specify the reason for the return. Our teams will then process your request and validate the return.
5 - After receiving the return confirmation email, we invite you to contact a carrier to send your return to the following address:
SAS JOKA
Service Retours B2C
1 rue Charles Tellier
13014 Marseille
6 - Upon receipt of your return, our teams will certify its compliance (box not damaged, pair not worn and in good condition) then if everything is compliant we will proceed to refund. Please note that in case of non-compliance, the package will be returned at your expense.

No, we only process sales from the site. Distributor stores depend on another distribution network. If you bought your Cacatoès in store, we advise you to get closer to the latter who will process your request with his sales department.

All products purchased on a site other than Cacatoès depend on another distribution network. Thus, we invite you to inquire directly with the site where you made your purchase to learn more about your request.

No, this is not possible. Indeed, this online procedure allows you to make your return safely and to keep proof of the deposit of your package within the legal withdrawal period or the return period.

In the event of a defect on a defective product (for recall, a defect corresponds to any product that may cause damage to the person or when it does not offer the security that can be expected), you have 30 days to declare the defect to our services. After this date, no refund will be made and the responsibility of SAS JOKA can not be engaged.

For your refund request to be processed promptly, please comply with the following conditions: the returned product must not have been used, must not be spoiled and must be returned in the original packaging. Once received and checked, our teams commit to issuing your refund as soon as possible. However, please note that in the event of a period of high activity, processing times may be extended.

You may not be refunded for your entire order. Indeed, as stipulated in our general conditions of sale, only returns subject to an error on our part or a defect (is considered defective any product that can cause damage to the person or when it does not offer the security that can be expected) are fully refunded. The management, handling of your order and transportation costs are incomprehensible costs that we cannot refund.

In the case of a refund, it is made on the payment method used at the time of purchase. The refund can be made on your credit card or Paypal account according to your choice when placing the order.

You may not be able to select the items concerned during your request, if this is the case we invite you to contact Cacatoès customer service by email or phone so that we can solve the problem.

General information

To contact customer service, you can contact us by email at help@mycacatoes.com 24/7, our teams are committed to providing you with a response as soon as possible. In case of urgent request and only in this case, please contact our customer service by phone at +33 (0) 4 84 52 08 59.

To be constantly informed of Cacatoès news and upcoming launches, we invite you to subscribe to our newsletter available at the bottom of the page. In addition, subscribing to our newsletter will allow you to benefit from a 10% discount on your first order.

For the maintenance of your sandals, we made specific recommendations for each model:
- plain sandals (models RIO, BELO HORIZONTE and BAHIA) can be machine washed at 30°C
- printed and fancy models (sandals, moccasins, wedges, mules, clutches) are to be hand washed with fresh water.
As for the glitter models, we recommend that you avoid contact with water because it could damage them. If you want to protect your glitter sandals, you can spray them with lacquer and let them cool for a few hours in the fridge.

All our Cacatoès products are made from recyclable PVC.

You can benefit from a 10% discount on your order of sandals or Cacatoès products by subscribing to our newsletter. To subscribe, go to the bottom of each page: add your email and click on "Subscribe" you will then receive a promotional code in the email. If you do not receive this code, remember to check your spam. Note: promo codes are not cumulative.

Unless otherwise stated, our offers and promotional codes are not cumulative.

A discount code is a great way to get your Cacatoès products on our online store. We regularly offer promotional offers on our website. You can receive a 10% discount on your first order by subscribing to our newsletter. This allows you to be informed of all our offers and news. To receive it, just go to the bottom of the page, insert your email and click on "Subscribe" you will then receive your unique code by email (remember to check your spam).
NOTE: the NEWSLETTER code only works on the first order, if you have already placed your order, it will not be possible to go back and apply the promotional code.

If you can’t remember your password or if the one you entered when logging in does not work, please contact our customer service by email at help@mycacatoes.com. Our agents will be able to check with you what is problematic, send you a new temporary password and allow you to log in to your account.

Customer service

If the product you received seems defective, the first thing to do is to contact customer service by email at help@mycacatoes.com. To facilitate the processing of your request, we kindly ask you to send us photos with the defect but also any element to find your order (name, address, order reference (9 characters). After finding out from our teams, if it turns out that there is a defect on the model concerned, we will send you a return label and refund the defective product upon receipt and processing of it.

Unfortunately, Cacatoès does not offer any spare accessories yet. In a quality approach and to guarantee your satisfaction, Cacatoès makes every effort to offer you this option soon.

If you cannot find the answer to your question we invite you to contact our customer service by email at help@mycacatoes.com.

If you notice an error in your order, please contact our customer service by email at help@mycacatoes.com as soon as possible. Thank you for specifying your order number, name while bringing photos of the item received to facilitate the processing of your request.

You may not be able to select the items concerned during your request, if this is the case we invite you to contact Cacatoès customer service by email or phone so that we can solve the problem.

Security

Yes, the Cacatoès website is a secure site. Indeed, during your navigation on our online store you will see the presence of the mention "https" in the URL as well as a padlock. In addition, to strengthen security we only offer secure payment methods on our site.

Yes, on the Cacatoès website you will find several payment methods: by credit card, via Paypal or Apple Pay. These three organizations offer a secure payment with the 3DSECURE system and strong authentication will be required.

Professional demand

For any professional request, please forward your request to sales@mycacatoes.com. We will then forward it to our sales team who will provide you with a response as soon as possible.

For any collaboration request, we invite you to contact us by email at sandrine@mycacatoes.com specifying in the subject of the email your request. We then forward your request to our marketing team who will process it as soon as possible.