Casemira rug returns: 30 days free, and how they work

7 min read · Updated 12 August 2026

Buying a rug online means ordering something you have not seen, touched or laid down. The only way to reduce that risk is a returns policy that is clear and honoured. Here is exactly how returning a Casemira rug works: what the policy covers, what falls outside it, and the practical steps that keep a return friction-free.

1. The principle: 30 days, free

The Casemira returns policy comes down to one simple rule.

You have 30 days from delivery to send the parcel back to us. That window covers everything: telling customer service, repacking the rug, dropping the parcel off. No second deadline, no intermediate window to catch: 30 days in total, from the day the rug arrives with you.

That is more than double the legal minimum. Consumer law requires 14 days for distance selling. The Casemira policy of 30 days gives you longer to live with the rug at home, to leave it down for several days, to see how it looks in your living room light and how it works with your sofa.

What it costs you: nothing. Returns are free: no return postage, no handling charge, no receiving fee. Casemira covers all of it.

This 30-day policy is the new Casemira standard, more generous than the legal minimum of 14 days. It exists for one reason: so that you can decide whether to keep the rug without time pressure.

To understand the wider picture of buying online at Casemira, see buying a rug online: the guide.

2. The conditions for a return

For a return to qualify for a full refund, three main conditions have to be met.

The rug in its original condition. It must be clean, unmarked and undamaged. You can have unrolled it, laid it down and walked on it for a few days to judge it. What it must not have been is washed in a way the label does not allow, stained, cut, smoked around or otherwise damaged.

The original packaging, ideally. Keep the original packaging until you have made your final decision if you can. If you have lost it, equivalent packaging (a strong plastic sack or a box sturdy enough to protect the rug in transit) is accepted. Our customer service team will tell you what size you need.

The parcel sent within the 30-day window. The parcel must be dropped off (or collected by the carrier) before the end of the 30th day after delivery (the date the rug arrived, not the date you ordered). The drop-off date is what counts, not the date it reaches Casemira.

None of this affects your right to return:

• Having unrolled the rug
• Having walked on it for a few days
• Having found that it does not work with your sofa
• Having changed your mind about the colour or the size

What can affect a full refund:

• A significant stain that has not been cleaned
• A cut
• A machine wash contrary to the care label that has damaged the rug
• Lingering smells (cigarette smoke, pets)

3. The procedure, step by step

Step 1: let us know. Contact customer service by email at contact@casemira.com or by phone on 02 59 66 01 35, Monday to Saturday from 8am to 8pm. Give your order number, the design concerned and the reason for the return (useful information for improving our product pages, and never a barrier).

Step 2: receive the return label. Within 24 to 48 working hours, our customer service team sends you a return label ready to print, along with repacking instructions and the address of your nearest drop-off point.

Step 3: repack the rug. Roll it with the pile, slide it into the original packaging or an equivalent, seal it with tape and stick the return label somewhere clearly visible.

Step 4: drop the parcel off within the 30-day window. Take the parcel to the drop-off point named on the return label, before the end of the 30th day after delivery. Keep the proof of drop-off (the receipt from the drop-off point) until Casemira confirms it has arrived.

Step 5: track the return. Once the carrier has taken the parcel, you can follow its progress with the tracking number provided. Average transit time: 3 to 5 working days.

Step 6: confirmation and refund. Casemira confirms by email that the parcel has arrived safely, within 1 to 2 working days. The refund is then set in motion.

4. How and when you are refunded

Time after the parcel arrives: the refund is set in motion within 1 to 2 working days of our warehouse confirming that the rug has arrived in good condition.

Time before it shows on your account: depending on your original payment method, the refund appears on your bank account or Klarna account within an indicative 3 to 10 working days (this varies by bank and payment provider).

How you are refunded: the refund goes back to the payment method you used to buy.

• Bank card: refunded straight to the card (held by the payment system, so there is no need to give us your details again).
• Klarna in 3 interest-free instalments: any remaining instalments are cancelled and those already taken are refunded.
• Bank transfer (rare): refunded by transfer to the account details you provide.

Where you paid via Klarna, if you have already paid one or more instalments, Klarna handles the cancellation and the refund directly with you. Our customer service team coordinates with Klarna if needed.

Stage	Indicative timing
Customer service reply after a return request	24 to 48 working hours
Return transit to our warehouse	3 to 5 working days
Arrival confirmed and refund set in motion	1 to 2 working days
Appears on your bank account	3 to 10 working days, depending on your bank

5. Exceptions and special cases

Three special cases deserve their own treatment.

Made-to-measure rugs in unusual dimensions. Under the rules on personalised products (French Consumer Code, article L221-28), goods made to a customer's own specifications (non-standard made to measure, dimensions outside the catalogue) may fall outside the returns guarantee. Casemira looks at each case individually: for made-to-measure pieces in standard dimensions (80 cm wide by 50 cm to 4.80 m long, in 10 cm steps), returns remain possible within the 30 days. For more unusual dimensions, contact customer service before ordering to confirm. See runners for narrow hallways and long made-to-measure hallway runners.

20×30 cm samples. Samples at €10 each cannot be returned individually (they are small, and the logistics are not worth it), but their cost is deducted in full when you buy the matching rug. See how to order a sample.

A faulty product or a Casemira error. If the rug that arrives is faulty (a factory tear, a colour that does not match the product page, the wrong size) or if the mistake is ours (the wrong design dispatched), the return is treated as a priority: no waiting, just call 02 59 66 01 35 straight away or email us. We reship the right product quickly, or refund you in full, whichever you prefer.

6. How to avoid needing a return

The easiest return is the one you never have to make. Three tips for getting your choice right before you order.

Order a sample. On the 127 eligible designs (handmade plus Easy Clean washables), a 20×30 cm sample at €10 each, deducted in full when you buy the rug, lets you test the material, the real colour and how it feels. Particularly useful for signature colours (red, black, blue) whose undertones shift with the light. See the samples collection.

Measure the room properly before ordering. Many returns come down to a badly anticipated size. Measure the room, lay out the rug on the floor with masking tape or newspaper, and check the margins. See choosing a rug size and rugs under a sofa: the 20 cm rule.

Call customer service before you order. For advice on size, material or colour for a particular design, call 02 59 66 01 35 Monday to Saturday from 8am to 8pm or email contact@casemira.com. Our team, based in Brittany, knows every design in the range and can guide you around your room, your furniture and your budget.

For the full FAQ on buying online, see our general FAQ.

7. FAQ: Casemira rug returns

Written by the Casemira team, based in Brittany.