We are currently working on our FAQ. In the meantime, please feel free to contact our support team if you have any questions or inquiries at [email protected] if you cannot find the answers online.
Can I cancel my order?
The simple answer is no! However, if you have not yet received shipping information, we may be able to cancel your order and issue a refund, depending on the circumstances.
If the order has already been processed and shipped, we cannot cancel it, and you will need to follow our return policy to return the product.
Make sure you contact our customer service team as soon as possible and we will try help. Please send us an email [email protected] with order number and cancel request “Please cancel my order nr P12345”.
Shortly after your order is submitted, our warehouse begins processing it. We always aim to process and ship orders as quickly as possible, which means we may not be able to make changes to an already confirmed order. This is because the order may already be in the process of being prepared for shipment in our warehouse when we handle your email request. At that point, it's unfortunately too late for us to cancel your order.
Can I make changes to my order?
We can assist with making certain changes to your order, such as updating the address and phone number if the order has not been shipped.
However, for changes such as adding or replacing products, we almost always recommend placing a new order after canceling the incorrect one. Modifying an existing order can sometimes lead to complications related to payment, customs, delivery, or returns. Therefore, it is often more efficient to cancel and create a new order.
Why isn’t my order shipped?
During the sales period, it may take a few additional days for us to process all orders, and there may be a longer processing time than you are used to. Your order may not be shipped due to product issues or other delivery problems. We do our best to ensure that you receive your order or updatet information about it as soon as possible, but logistical errors can sometimes occur.
How do I know if my item has been shipped?
We will send you an email from Ongoing WMS with shipping confirmation with tracking number once the item has been shipped from our warehouse.
I ordered a couple of days ago and now it’s on sale?
This would absolutely be the case before the sale starts. If you placed an order within 14 days before the sale starts, we could offer a voucher for the price difference.
However, if we still have the item in stock and you are within your return period, we could, in some cases, agree to a refund instead of a voucher and avoid sending the item back and forth. Please contact our support, and we will find a solution.
Customs have asked me for further information. What should I do?
The quickest and most effective way to find out what information is required is to call or contact the courier directly. If you need any additional information about your order that you don't already have, we are here to help. Please contact us by sending an email to customer service, and we will do our best to assist you further.
How do I use my bonus?
The earned bonus will remain in your account until we issue the bonus gift card for you to use. Typically, this occurs twice a year. Until then, the saved bonus will remain visible in your account.
Which currency (dollar) is displayed online?
The currency displayed is in American dollars.
Are prices displayed without VAT?
If you place an order within the EU (including the United Kingdom), all prices will be displayed inclusive of VAT. For orders outside of the EU, prices will be displayed exclusive of VAT, and you have to pay that separately to the customs
This means that even when shopping from countries like Canada, Australia, or New Zealand, the currency shown will still be in American dollars.
My gift card have expired, could I re activate it?
If you contact us within 30 days, we may be able to reactivate it with a couple of days. Please send us the gift card code via email, and we will check the opportunities.
Do you have more sizes available?
The online shop displays products available from both our warehouse and our store stock. If you cannot find a specific size online, it means that we do not have it available. However, during sales periods, there may be exceptions where we exclude store stock.
Can I return products bought online, in-store?
Yes, you can. Please ensure that you fulfill all the same criteria as with regular returns. The returned item will, in most cases, be sent to our warehouse, and it may take a couple of days before it is processed.
When will I receive my refund?
It depends on when we receive your item back at our warehouse and have had the opportunity to assess it. If you choose to return goods purchased from Cavour, we will refund your payment no later than 30 days after we receive the goods. Refunds will be issued to your credit card or Klarna account. During the sale, it may take up to one week for our warehouse to process the return.
Will shipping & duties be refunded on return?
We will only refund the amount for the product you return. We will NOT refund the shipping, if You paid any, when You placed Your order.
If You paid duties you need to collect it back yourself. We could send you credit note as a proof of return if needed.
The exchange order will be shipped after the return is processed. Once you receive confirmation of the return, it will take approximately 1-3 days for the exchange order to be shipped. We will use the same shipping method you selected for your original purchase to deliver the exchange order. You will receive tracking number on email when the replacement order is shipped.
How long will it be before I get my exchange?
The exchange order will be shipped after the return is processed. Once you receive confirmation of the return, it will take approximately 1-3 days for the exchange order to be shipped. We will use the same shipping method you selected for your original purchase to deliver the exchange order. You will receive tracking number on email when the replacement order is shipped.