Frequently Asked Questions
WHEN WILL MY ORDER BE SHIPPED?
We pack and ship orders on Monday, Wednesday, Thursday and Friday. We do not normally pack orders on Tuesday, Saturday and Sunday.
On our package days, we strive to ship your order as quickly as possible. Delivery time is typically 1–3 business days from the time the package is shipped. Weekends and holidays are not included.
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I HAVE ORDERED AN ITEM BUT HAVE NOT RECEIVED AN ORDER CONFIRMATION
Check your spam filter. Our online system automatically sends you an order confirmation. This is not done manually. So either it is in your spam filter or you have written 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 SMS FROM GLS ABOUT WHERE THE PACKAGE CAN BE PICKED UP
Since our system itself sends all information to GLS, it is GLS that has delays in their system. We pay for both sending an email and a text message to you. 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 it will take 1-2 days. Contact customer service at customercare@cavaleros.dk
HOW DO I SEND AN ITEM RETURN?
You can find all information under the “returns” tab or by clicking here
HOW DO I USE THE 30-DAY EXCHANGE RULE?
You can read everything under “30-day cheap exchange” or by clicking here
HOW LONG DOES A REFUND TAKE?
As soon as we receive your returned item, we will refund the amount to 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 10-20 days before we can process your refund. We may be at trade fairs 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 COMPLAINT TAKE?
We try to handle it as quickly as possible. If you have filled in everything you need to on the complaint form and attached a copy of the receipt, we can process your complaint much faster. Typically it takes from 3-10 days. During busy periods it can take longer. But we never experience it taking more than 3 weeks before we have a decision!
CAN I EXCHANGE MY ITEM IN YOUR SHOP?
Yes. If you have purchased an item online from us. You can always exchange it in our store. If you need money back from an item purchased online. You can also return it to our store. Here we 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. CAN I DO IT AT ONE OF THE FAIRS YOU ARE ATTENDING?
Yes, in special cases this can be done by prior arrangement. Due to the busyness of the stand, the exchange must take place either shortly before the fair opens or after closing time.
However, we recommend that you use our normal exchange procedure, as it is the easiest and most flexible solution.
Please contact us in advance if you wish to arrange an exchange at a trade fair.
CAN I DELIVER MY RETURN IN THE POST BOX AT YOUR ADDRESS?
Yes, you can. 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. There are several of us who process the packages in our mailbox.
I HAVE A COMPLAINT. CAN I TAKE IT TO A FAIR AND HAVE IT TREATED THERE?
No. We are not able to process complaints at a busy trade fair. In order to provide the best service, we also pay for you to send it to us. Then we can handle your complaint professionally and at your leisure. See how you can send your product to us for free under “complaints”
HOW CAN I GET A QUICK ANSWER FROM YOU?
You can either call or email us. But we can have meetings. Tel: 81307787 or at customercare@cavaleros.dk.
WHEN DID YOU OPEN THE STORE IN SLAGELS?
We are open Monday, Wednesday, Thursday and Friday 11:00 AM–5:00 PM and Saturday 11:00 AM–3:00 PM.
We are closed Tuesday and Sunday.
I HAVE APPLIED FOR SPONSORSHIP, BUT HAVEN'T HEARD ANYTHING FROM YOU?
We receive many messages daily regarding sponsorships. Unfortunately, we cannot answer everyone. We have also been completely overwhelmed regarding sponsored riders. But we thank you for thinking of us as a sponsor! Most sponsored riders have come about because we have contacted them ourselves. They can either be people who are very active on Instagram or Facebook that we would like to collaborate with.
I COULD WELL IMAGINE 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 it cheaply for another size via our 30-day exchange! See more under the CUSTOMER SERVICE tab
WHICH STORES CARRY YOUR PRODUCTS?
No, we do not have dealers in Denmark
I HAVE A STABLE OR A RIDING SCHOOL. CAN I GET A DISCOUNT?
Write us an email. It is possible that we can tailor a special agreement with you. customercare@cavaleros.dk
HOW DO I BECOME A DEALER?
Cavaleros sells directly to our customers and therefore does not work with distributors in Denmark. It is part of our concept that we are responsible for sales and customer contact ourselves.
I HAVE WROTE A MESSAGE ON INSTAGRAM OR FACEBOOK BUT HAVEN'T 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 answer, call or write. tel. +45 8130 7787 or write to customercare@cavaleros.dk