Where is CAYCHRO based?
We are based in Paris in the 8th arrondissement.
Do I need an account to order?
No, you can also place an order as a guest. But, there are some advantages if you have an account with us:
Fast payment process
Easily view the status of your order and the order history
Get updates detailing our new releases and special promotions
What if I forgot my password?
On the login page, click on "Lost password?" And you will be taken to a page where you can create a new password.
What if I typed the wrong e-mail address?
Contact us so that we can change your e-mail address. We may change your e-mail address, name and address but we can not change your order.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.
What is the security of my online order?
When you buy online using your credit card, all your information is entered into a secure SSL web page. Your information is then encrypted in SSL and sent directly to the network of our credit card provider, where your card and your transaction are authorized and approved. Your credit card information is not stored on our servers.
How to change or cancel my order?
We reserve the right at any time after the receipt of the order to accept or reject it, or part of it, at our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will credit the original method of payment.
Please note that orders that have already been packaged or shipped can not be canceled.
Can I change my delivery address after placing my order?
Please note that your delivery address can not be revised after the order has been processed or shipped. Please update your shipping address to your residential address instead of your vacation address.
When will my order arrive?
The delivery time is based on the shipping option you have chosen. Once the order has been shipped, we will send your tracking information by e-mail the next day as tracking information is usually available 48 hours after the order is placed. We are not responsible for delays caused by the customs service of your country.
Can I use multiple discount codes in one order?
Promotion and discount codes can not be used in conjunction with other promotions and discounts unless otherwise stated.
How can I track my order?
We will send you your tracking information by e-mail as soon as your order is shipped. Usually, you will receive the tracking number 5 days after we have shipped your order.
Is my order eligible for free shipping?
Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, retail and oversized products. Your order will be shipped in economic shipping.
How can I return an item?
If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order. Please indicate your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
Do I have to pay the return fees?
All return shipping and other miscellaneous charges are the responsibility of the customer.
What if the items I received are faulty / incorrect / damaged?
Please contact us within 7 days of receiving your order if you have received incorrect, missing and / or defective merchandise. Please include your order number, photographs of the item (s) and all references relating to the receipt of your parcel. We will do our best to resolve your case as quickly as possible.
How long is the return process?
Return processing can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original payment method. If you have paid by credit or debit card, refunds will be sent to the card issuing bank within 7 to 10 business days of receipt of the returned item or cancellation request. Please contact the card issuing bank to find out when the credit will be credited to your account.
If you have not yet received credit for your return, here's what to do: Contact the bank / credit card company. It may take some time before the refund is credited to your account.