FAQS

Please fill out the contact form on our website: http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group or call us at +31 (0)88 2016600 with your request for your account details. We will help you so can you start using your account as soon as possible.

Reset your password using the ‘Forgot password?’ link at the bottom of the login screen.

To access the correct page directly use https://b2b.cavalli.group/nl/password/reset

We advise you to change your new password into a password you can remember easily as soon as possible. We are happy to help if you have any problems.

Once logged in, you can easily change your password via your account settings. Click ‘Change password’, or use the direct link:

https://b2b.cavalli.group/nl/my/account/changepassword

Please let us know if you need any help!

Once logged in, you can easily change your details via your account settings. Click ‘Change request’, or use the direct link:

https://b2b.cavalli.group/nl/my/account/changerequest

 We are happy to help if you have any problems.

If you have any questions or doubts about an order, please contact us. We are happy to help.

Please fill out the contact form on our website: http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group.

We are available during office hours on +31 (0)88 2016600.

Delivery times can vary per article. Once logged in, you can view all your outstanding orders via My Account, or use the direct link:

https://b2b.cavalli.group/my/invoices

Click to open the order. An estimated delivery date will appear for each article, immediately above the number ordered. This date indicates when the product will be available. Please note: this date is an indication; no rights can be derived from this.

If would you like more information about the delivery date, or you want to order an alternative product, please fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group.

We are available during office hours on +31 (0)88 2016600.

We are happy to help you.

Once logged in, you can view all your packing notes orders via My Account > My shipped orders or use the direct link:

http://cavalli.group/my/shippings.

When you open a shipment, a button for the PDF version will be displayed at the top right of the page.

Once you have placed an order, you will automatically receive an order confirmation by e-mail.

If you did not receive confirmation, or something is incorrect, please contact us. We are happy to help.

Please fill out the contact form on our website:

http://b2b.cavalli.group/contact,

or send an e-mail to sales@cavalli.group.

We are available during office hours on+31 (0)88 2016600.

Shipping costs depend on various factors. We only know what the final shipping costs are once your order has been packed. The shipping costs are determined by factors such as country of destination, number of packages and the total weight of the shipment.

If you have any questions about this or would like an indication, please contact us. We are happy to help.

We charge €12.50 in administration costs on orders with a value below €150.

You can select the delivery address from the details known to us when you place an order.

If you want to add a new delivery address or change the existing details, please contact us. Fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group.

We are available during office hours on +31 (0)88 2016600.

Our customer service can track your order for you, if possible. Please note that track & trace is not available in every country.

If you would like to know where your order is at the moment, please contact us. Fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group.

We are available during office hours on +31 (0)88 2016600.

We are happy to help.

Orders can only be cancelled if they are not a pre-order and if the order has not yet been processed.

A pre-order is an order that is placed while the product is not yet in stock, or is produced specially for you, such as our seasonal collections.

As these products are specially purchased or produced, any pre-orders cannot be cancelled. If you still want to cancel an order, we may charge 100% of the order value.

For more information about the terms and conditions, see:

http://b2b.cavalli.group/terms

Ordered products cannot be exchanged or returned.

If you have any doubts about whether a product meets your specifications, or if you want to check any details in advance, please contact us.

Fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group. We are available during office hours on +31 (0)88 2016600.

Once logged in, you can view all your invoices via My Account, or use the direct link:

http://b2b.cavalli.group/my/invoices.

The overview uses colour codes to show the outstanding invoices, the partially paid invoices and the fully paid invoices. A PDF version is available at the end of each line. This PDF can be downloaded.

If you open an invoice, you can also download a PDF version at the top right of the page.

If you have any questions about an order, please contact us. We are happy to help.

If the payment terms are pro forma, we'll ask you to pay the invoice before we ship the order.

Once logged in, you can view all your invoices via My Account, or use the direct link:

http://b2b.cavalli.group/my/invoices.

The overview uses colour codes to show the outstanding invoices, the partially paid invoices and the fully paid invoices.

If you have any questions about an order, please contact us. Fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail to sales@cavalli.group. We are available during office hours on +31 (0)88 2016600.

If you have a complaint about a product, please contact us Our service department is happy to help.

Please contact us on +31 (0)88 2016600 or send an e-mail to service@cavalli.group.

We will usually need the product to be able to assess the complaint. Please return the product to us clean.

If the complaint has been submitted by a consumer, always include the original proof of purchase with the date.

Our authorised department will assess the product carefully. If a complaint is justified, we will replace the product, up to a maximum of three times. You will receive a credit note if the item is no longer in stock.

If the complaint is justified, we will also refund the shipping costs of the return shipment.

If you have any questions about the complaints process, we are happy to help.

Submit a complaint by sending an e-mail to service@cavalli.group.

To enable us to process your complaint as quickly as possible, please include the following information:

Complaints about used products:

• Complete article number
• A clear description of the complaint
• A photo that clearly shows the complaint
• Consumer’s proof of purchase

Complaints about unused products:

• Complete article number
• A clear description of the complaint
• A photo that clearly shows the complaint
• The invoice number of the delivery

Please inform us of any complaints about unused items within five (5) working days of receipt of the shipment.

After we have received your complaint, you will be sent confirmation stating a reference number. Please state this reference number in any further correspondence. This will help us process your complaint faster.

If there are any products missing from your delivery, or you have received products you did not order, please contact us within 8 days at service@cavalli.group.

After this period, we will unfortunately no longer be able to process complaints.

To enable us to process your report as quickly as possible, please include the following information:

• The packing note number
• The complete article number(s) of the missing products
• The complete  article number(s) of the products that have been delivered

After we have received your report, you will be sent an e-mail stating a confirmation of receipt and a reference number.

Please state this reference number in any further correspondence. This will help us process your report faster.

To check the status of your complaint, send an e-mail to service@cavalli.group.

Please also state the reference number of your complaint, so that we can quickly locate your report and inform you accordingly.

We will do our best to reply to your e-mail within 2 working days.

We will try to assess your complaint or return report within 5 working days.

Please note: this date is an indication; no rights can be derived from this.

Photos of new products and collections will appear online as soon as the products have been delivered. Access the photos under “Downloads” in the menu bar and we always send a newsletter with the new downloads.

Do you have a specific photo request? Please contact us. Fill out the contact form on our website http://b2b.cavalli.group/contact or send an e-mail with your request to sales@cavalli.group.

Retrieve the EAN barcodes of your order via ‘My orders’. Click the ‘EAN‘ link for the relevant order to view all codes.

You can download photos from our website in various ways:

1. Photos of your shopping cart
   In ‘My shopping cart’, you can download the photos for each product via the ‘Images’ button.
2. Photos of outstanding orders
  Go to My account → Outstanding ordered items (http://b2b.cavalli.group/my/orders) and click
   ‘Images‘ next to the relevant order to view and download the photos.
3. All product photos
  You will find photos of all our products and collections
  on our general download page (http://b2b.cavalli.group/downloads) 

Are there any photos you miss or do you have a specific photo request? Please contact us.