We pack the same day we receive your order.
If you order before 8am, we strive to ship your order the same day.
You can expect 1 – 3 days delivery after it has left our warehouse.
If you order on weekends or holidays, those days are not included.
Frequently asked questions
WHEN WILL MY ORDER BE SHIPPED?
I HAVE ORDERED AN ITEM BUT HAVE NOT RECEIVED AN ORDER CONFIRMATION
Check your spam filter.
Our online system will automatically send you an order confirmation.
This is not done manually.
So either it’s in your spam filter or you’ve entered the wrong email.
But we also print it out and send it with your item.
I HAVE ORDERED AN ITEM BUT HAVE NOT RECEIVED AN EMAIL OR TEXT MESSAGE FROM GLS ABOUT WHERE THE PACKAGE CAN BE PICKED UP
Since our system sends all information to GLS, it is GLS that has delays in their system.
We pay for them to send you both an email and a text message.
Sometimes it is only when the package has arrived at GLS that it is sent out.
But you can always write to us and we can send you the tracking number by email.
But please allow 1-2 days.
Contact customer service at customercare@cavaleros.dk
HOW DO I RETURN AN ITEM?
You can find all information under the “returns” tab or by clicking here
HOW DO I USE THE 365-DAY EXCHANGE RULE?
You can read everything under “365 days cheap exchange” or by clicking here
HOW LONG DOES A REFUND TAKE?
As soon as we receive your return, we will refund you.
It depends a lot on which card you used.
Mastercard can take up to 30 days.
You will receive a confirmation that we have refunded your item.
During busy periods it can take up to 10 days before we can process your refund.
We may be at trade shows or on vacation.
But we usually do it as soon as we receive your package.
For normal cards, it takes about 1-5 business days.
HOW LONG DOES A CLAIM TAKE?
We try to handle it as quickly as possible.
If you have filled in everything you need to on the claim form and attached a copy of the receipt, we can process your claim much faster.
Typically it takes from 3-10 days.
During busy periods it can take longer.
But we never experience that it takes more than 3 weeks before we have a decision!
CAN I EXCHANGE MY ITEM IN YOUR STORE?
Yes.
You have purchased an item online with us.
You can always exchange it in our store.
If you need a refund on an item purchased online.
Then you can also return it to our store.
We will refund your purchase on our webshop and your money will be returned to the card you used to buy online.
We do not pay out the money in the store.
I NEED TO EXCHANGE AN ITEM.<br /> CAN I DO IT AT ONE OF THE TRADE SHOWS YOU ATTEND?
Yes, you can exchange for another item.
But we do not give refunds.
CAN I DROP MY RETURN ITEM IN THE MAILBOX AT YOUR ADDRESS?
Yes, you can do that.
But it will always be at your own risk.
The package must contain your name, address, email and phone number, as well as a description of what needs to be done with the item.
Several of us process the packages in our mailbox.
I HAVE A COMPLAINT.<br /> CAN I TAKE IT TO A TRADE SHOW AND HAVE IT PROCESSED THERE?
No, we don’t.
We are not able to process complaints at a busy trade show.
To provide the best service, we also pay for you to send it to us.
Then we can handle your complaint in peace and quiet, professionally.
See how you can send us your product free of charge under “Complaints”
HOW CAN I GET AN ANSWER FROM YOU AS QUICKLY AS POSSIBLE?
You can either call or email us.
You will ALWAYS be able to reach us Tuesday to Thursday from 10-12 on tel. 6073 7722 But we also answer the phone outside this time.
But we may have meetings.
We respond faster to emails outside phone hours. customercare@cavaleros.dk
WHEN DID YOU OPEN IN THE STORE IN SLAGELSE?
We are open every weekday from 10-18 and every Saturday from 10-14
I'VE APPLIED FOR SPONSORSHIP BUT HAVEN'T HEARD ANYTHING FROM YOU?
We receive many messages regarding sponsorships on a daily basis.
Unfortunately, we can’t answer them all.
We are also completely full up with sponsor riders.
But we thank you for thinking of us as a sponsor!
Most of the sponsor riders have been added by us contacting them ourselves.
It can either be people who are very active on Instagram or Facebook that we would like to work with.
I WOULD LIKE A PRODUCT FOR A GIVEAWAY
We do not use GIVE AWAYS to private individuals.
HOW DO I FIND THE RIGHT SIZE?
We always describe our products based on a normal size.
So if we write that the item is small in size, you should take it one size smaller.
But you can always exchange for another size cheaply via our 365-day exchange policy!
See more under the CUSTOMER SERVICE tab
WHICH STORES CARRY YOUR PRODUCTS?
Under the CAVALEROS tab you can find all our retailers.
Clicking on the link will take you directly to their page with Cavaleros products.
If you are looking for an item, you can always call or write to us.
tel 6073 7722 customercare@cavaleros.dk
I HAVE A SALES STABLE OR A RIDING SCHOOL.<br /> CAN I GET A DISCOUNT?
Write us an email.
It’s possible that we can tailor a special agreement with you. customercare@cavaleros.dk
HOW DO I BECOME A RESELLER?
To become a reseller, you need a company registration number and a physical store.
Read more under the CAVALEROS tab
I HAVE WRITTEN A MESSAGE ON INSTAGRAM OR FACEBOOK BUT HAVE NOT HEARD ANYTHING?
We try to answer EVERYONE.
But with many open channels, it can be difficult to reach everyone.
But we try.
If you want a quick response, call or write.
Tel.
+45 8130 7787 or write to customercare@cavaleros.dk