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.
No, the only possible form of payment is payment before the product is shipped. However, remember that if the product received does not satisfy you, you have 14 days to return it.
If you wish to cancel an order, please contact our customer service as soon as possible by email at: caravaneweb@caravane.fr
If your order is already being prepared or shipped, we regret to inform you that we are currently unable to modify its contents for technical and logistical reasons. 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
First of all, remember to check the conditions of use of your code: validity period, products concerned, minimum purchase... Some codes can only be used once and cannot be combined. If you have a promotional code or a gift card, you can enter them when validating your basket, in the dedicated "Promotional code / Gift card" area at the top right of the order confirmation page under the summary of your order. Make sure to click on "apply" to benefit from this advantage.
After placing your order, you will receive a confirmation email. If you cannot find it in your inbox, please check your "junk" or "spam" folder. If your credit card payment was accepted and you have not received an order confirmation within a reasonable time, please contact our customer service.
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.
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.
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.
We would be grateful if you could contact us via the "contact" form (clickable) and explain exactly the reason for your complaint. Our customer service will contact you as soon as possible.
We are sorry, but it is not possible to collect your purchases directly from one of our stores. Products ordered on our website are exclusively delivered to your home or to a selected relay point. However, you can contact our stores directly via the contact form on the page of the store concerned in "Our stores".
First, check that your order has been taken into account in your customer area: following the acceptance of your payment, you should have received an order confirmation email. By logging into your personal Caravane area, you will also find your order and its status. An email was then sent to you to notify you of the dispatch of your order. If after 8 working days you have not received anything and no delivery notice has been left in your mailbox, contact our customer service.
All our bulky items are delivered to your home by a private carrier. Once your order is ready, the carrier will contact you to arrange delivery. This will be done directly to the room of your choice. Please ensure that the product in question can be arranged in the premises.
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
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.
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.
To change your password, please go to the "My Account / Personal Information" section. In addition, you can change or delete your personal information according to your preference.
Newsletter
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.
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.
Of course, you can order fabric samples right here, paint and wallpaper samples right here.
For orders, accounts and professional rates, we invite you to contact one of our stores directly because we do not yet offer professional advantages on our website.
You will find the contact details for each of them here.
You will find our complete range of paint and wallpaper here and our custom seats here. We invite you to contact our customer service: caravaneweb@caravane.fr Or to visit one of our stores where our teams will be happy to advise you: https://www.caravane.fr/pages/boutiques