FAQ

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.