Frequently Asked Questions
Order online on the Caravane website
To place an order on our e-shop:
1. Select your items on the site and add them to your cart
2. Validate your basket
3. Select your delivery method
4. Enter your shipping and billing address
5. Choose your payment method then enter your bank details
By logging into your account, you can edit all of your information. A user can have multiple billing and shipping addresses. They can manage their addresses through My Account/My Addresses, or when placing an order.
Your order is taken into account when you see it appear in your customer account under "my orders" with the status "in preparation". You will also receive a confirmation email. If you have not received this email, we invite you to contact our customer service.
If your order is already being prepared or shipped, we regret to inform you that it is currently impossible for us to modify its content for technical and logistical reasons and in order to guarantee you the best delivery times. We therefore suggest that you place a new order for the other items you may need. If your order is still in progress and was placed less than 24 hours ago, please contact us at the following address so that we can group your orders together where possible: caravaneweb@caravane.fr
You can check the status of your order in your customer account. You will also receive emails with updates regarding your order to the email address provided when placing the order.
Some products may not be available for sale or shipping to your country.
Please contact our customer service at the following address: caravaneweb@caravane.fr
The delivery time will be determined based on your order. CARAVANE commits to a delivery time of less than 15 days.
Nous vous invitons à vérifier vos courriers indésirables.
Si vous ne retrouvez pas cet email, contactez notre service client en précisant votre nom, prénom et l'adresse email utilisée lors de votre commande.
Product availability
When launching collections, items may quickly sell out. Stocks are regularly updated based on manufacturing in our workshops. Some products that are too fragile or bulky can be found directly in our stores. If the item is indicated as “coming back soon” on the website, this means that it is temporarily out of stock. You then have the option to sign up for a back in stock alert. To do this, once on the product sheet of the item you are looking for, click on “notify me of its availability” and enter your email. You will receive an email as soon as it is back in stock. Do not hesitate to send a message to customer service if you would like to know the date of return to stock. If you are able to go to one of the many Caravane stores, you can contact our customer service who will put you in touch with the store or boutique directly to find out the availability of the product.
Retrouvez l’ensemble des informations relatives aux retours, échanges et remboursements dans notre FAQ Retours & remboursements.
Payment
Payment for your order on our site can be made:
- By bank card: Visa & Mastercard
- By PayPal payment
- By Apple Pay payment on IOS mobile
We secure 100% of transactions made on our site.
No banking information is stored on our site. We benefit from an SSL certificate which guarantees the encryption of payment pages and the confidentiality of your data.
Invoices are accessible from your "My Account / My Orders" area. Simply select the order in question and download the associated invoice.
Nous faisons notre maximum pour restituer les couleurs le plus fidèlement possible.
Toutefois, les réglages d'écran peuvent légèrement modifier leur rendu.
Delivery
Upon receipt, we prepare your order within 24 to 48 hours on working days. Once your package has been shipped, it will be delivered to you between 2 and 3 days in mainland France.
If you are not at the address indicated on the day of delivery, you will be notified by a delivery notice indicating the procedure to follow to arrange a new delivery or collection from the post office.
Shipping costs are adjusted and calculated based on the weight and volume of your package as well as your location. Shipping costs are visible just before order confirmation. Standard delivery is free from 200€ of purchase in France and the United Kingdom with the exception of orders:
- Containing fabric-per-meter less than or equal to 3m,
- Whose delivery costs exceed €100,
- To Corsica, coastal islands and mountain areas that are difficult to access,
- Containing large references.
References to the following characteristics are considered to be voluminous:
- Developed perimeter*: greater than or equal to 3 m
- Total weight: greater than or equal to 30 kg
- Total length: greater than or equal to 2 m
*The expanded perimeter is equivalent to: (width + height) x 2 + length.
Additional charges apply for any order containing bulky products.
You can track your package in your customer area as soon as your order is delivered to the post office. An email will also be sent to the email address provided with a link and tracking number that will allow you to track your package step by step.
We deliver to France, Europe and internationally. However, please note that some bulky products cannot be shipped to certain countries.
Returns & Refunds
You can return one or more items for a refund or exchange within 14 days from the day you received your order. The items you wish to return must be packaged in their original packaging with their labels.
Simply fill out the form included in your package, listing each product you wish to return. Then simply return it with the item(s), in its original packaging(s). Return shipping costs are your responsibility unless we make an error.
Your request will be processed once your package is received. You will receive your refund directly into your bank account or PayPal account.
If you wish to return a product from your order that is too large, we invite you to contact our customer service by email: caravaneweb@caravane.fr
Les conditions de livraison varient selon les modèles.
Les informations correspondantes sont précisées sur chaque fiche produit.
If despite our rigorous quality controls, you discover a defect on your part, please contact our Customer Service at the following email address: caravaneweb@caravane.fr Please also include photos of the defective part in your message. This will allow us to offer you the best possible solution.
Oui, nous vous recommandons de vérifier :
- les dimensions du produit
- les accès à votre logement
- les cages d'escalier
- les ascenseurs
- les portes et couloirs
Customer account
1. Click on “my account” at the top right of the screen on the home page
2. Once on the identification page, click on “create my account”
3. Enter your information
4. Validate
5. You will receive an account creation confirmation email
Click on the "forgotten password" link, enter the email address you provided when you registered and we will send you a link by email to reset your password and log in again as soon as possible.
Personal data collected on the site is intended for Caravane only, with the customer's consent. We are committed to protecting your personal data.
By creating an account, you will be able to complete your purchases more quickly, track your orders, view your purchase history and manage your personal information.
Paiement
At the bottom of each of our newsletters there is a link “if you wish to receive more information by email from Caravane, click on this link”.
Caravane regularly enriches the catalog available on the eshop. These new products are accessible via the side navigation tab "new products". To be sure to always be informed of the new products, we invite you to subscribe to the Caravane Newsletter.
Lorsque cette option est disponible, elle vous est proposée directement lors du paiement.
Other information
You can contact us via the form in the "Contact" tab or via the email address: caravaneweb@caravane.fr
Caravane has several stores in France and abroad. For more details, please visit our stores page.