Cart
0
Orders
CUSTOMS, DUTIES + TAXES
Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes.
How long is processing?
Allow up to 5 business days for processing before shipment.
I forgot to use my discount code— can I still apply it to my order?
If you forgot your discount code at checkout, please save it towards your next order as we are unable to cancel orders.
Can I add an item or make changes to my order before it ships?
After your order is submitted successfully, it goes into processing right away for fulfillment, so changes are limited.
ORDER TRACKING
Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information.
Your order may arrive in several shipments. You will receive a separate e-mail notification for each shipment.
CHANGING SHIPPING ADDRESS
Shipping addresses cannot be changed. We will only ship to the shipping address entered when the order was originally placed.
PRE-ORDERS
Items available for pre-order will be indicated on the product page with the anticipated ship date. Please note, once your order is placed, the full payment will be captured up front. If you wish to cancel your order before the ship date, you may do so by contacting Customer Service.
If your order contains pre-order items and available items, please note that your order will be shipped once the pre-order item(s)are received.
We are not able to split orders and ship available items first. If you wish to purchase pre-order items and available items together, we recommend placing a separate orders for each.
Shipping
Do you ship internationally?
Yes, we ship almost everywhere in the world.
SHIPMENT TRACKING
You can track your order via the Shipment Notification E-mail(s).
Please note that you may receive more than one Shipment Notification E-mail if item(s) from your order are shipping separately.
If tracking information on the shipping carrier page for your order is not showing activity/movement for more than 5 business days, please contact Customer Service.
What is your return policy?
This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.
Why is my order delayed?
If you received a shipping confirmation email, then your order has been dispatched and is currently with the carrier in which we are unable to provide tracking updates.
However, carrier delays may occur due to global supply chain delays, customs, public holidays, limited cargo capacity and increased global package volume.
For more questions about delays, please contact the carrier's customer service team directly with your tracking #.
My package was lost/stolen— can you reship my order?
CACHÉ is not liable for missing/stolen packages marked delivered. If you believe your order was mis-delivered or confiscated, we recommend filing a claim with the carrier directly.
Please note: We're not currently set up for reshipment orders and require that a new order is placed with the returned funds once the claim is paid out.
If you need help filing a claim, please email us at hello@cacheofficiel.com
I need to update my shipping address
If you made a mistake with your shipping address, please email us immediately with the correct details.
Please note, shipping address modifications are not always guaranteed in time before fulfillment as we receive many requests and may not be able to make updates.
Email: hello@cacheofficiel.com
If we are unable to make changes, please reach out to the carrier immediately to request a change of delivery.
LOST OR STOLEN PACKAGES
We know carrier issues and delays can happen. We find that some carriers may scan a package as “Delivered” when it is still out for delivery and will sometimes physically deliver the parcel within the next four business days.
After 4 business days, if your order is showing as "Delivered” by the carrier, and you have still not located your package, and you have checked the area surrounding your delivery address please contact Customer Service for assistance.
Please note, CACHÉ is not liable for missing packages marked delivered. If you believe this was mis-delivered, we recommend filing a claim with the carrier directly. At this time, we're not currently set up for reshipment orders or exchanges and require that a new order is placed with the returned funds.
If the carrier’s tracking link for your order is not showing activity or movement for more than 5 business days, please contact Customer Service to investigate.
Returns
What is the return policy?
To learn more about our domestic + international return policies, clickhere.
I’m not able to return my item in the return portal.
If you cannot return a specific item using the return portal, the item may be marked as final sale. Verify the item's description.
How do I make a return?
Ready to start a return? Click here.
Note: All tags must be attached to garments and items unworn and unwashed in pristine condition.
How do I access the return portal if I don't know my order number?
Please reach out to support to search for your order number with all other order details (i.e.-email, name, address, etc.)
Email: hello@cacheofficiel.com
What is the return window?
Our return window for worldwide returns is 7 days.
Please carefully try-on your garments as soon as you receive them. If things don’t work out— it is always recommended to initiate a return/exchange same-day using our self-returns portal.
My return window has expired. Can I still make a return?
Once the return window has expired, we can not make any exceptions to our return policy.
We highly recommend trying on and inspecting items once they are delivered to avoid your order becoming ineligible for a return.
Didn't find your answer?
Complete the support request form below, and a member of our customer service team will get back to you promptly! Note: Please be aware that we receive a high volume of requests daily, so kindly avoid submitting multiple requests for the same issue. Allow 24-72 hours for a response.
