Your frequently asked questions

It is very simple:

1. Choose your rug from the catalogue (over 1,000 designs).
2. Add it to the basket, then check the size and the colour.
3. Enter your delivery address and choose your payment method.
4. Confirm your order: you receive a confirmation email straight away.

You can pay for your order by:

• Credit or debit card (Visa, MasterCard, American Express) through Shopify Payments / Stripe,
• PayPal,
• Apple Pay,
• Klarna (pay in 3 instalments, interest free).

All the options appear at checkout.

Yes, completely. Card transactions go through Shopify Payments / Stripe, providers certified to the PCI-DSS standard. Your card details never pass through our servers.

Choose Klarna at checkout, then spread the amount over 3 equal instalments, with no fees and no interest:

• 1st instalment taken when you order,
• 2nd instalment after 30 days,
• 3rd instalment after 60 days.

By choosing Klarna, you accept its terms and conditions.

If your order has not been dispatched yet, write to us quickly at contact@casemira.com with your order number: we will do everything we can to cancel or change it. Once the parcel is with the carrier, cancellation is no longer possible, but you still have our 30-day money-back guarantee (60 days with Serenity Delivery), with return postage on us.

First check your spam or junk folder. If you still cannot find it, contact us at contact@casemira.com with the name used on the order: we will send you a fresh confirmation within 24h.

Your standard invoice is attached to your dispatch confirmation email. If you need a customised invoice (company name, VAT number for a business), send your request to contact@casemira.com with your order number: we will issue it quickly.

For regular business purchases, you can also join our Trade Area.

It is automatic. After your sample order, you receive a personal code by email for the value of the sample. Simply enter that code when you buy your final rug and the amount is deducted from your basket straight away.

Delivery is FREE on orders of €100 or more to mainland France, Belgium, Luxembourg, Monaco, Germany, Austria and the Netherlands. Below that, delivery costs €9.99, displayed at checkout.

On top of that, from €100 you can add the Serenity Delivery option (€19.90 from €100 to €199.99, €29.90 from €200): priority preparation, priority after-sales care and a 60-day money-back guarantee.

Yes, payment in 3 instalments, interest free is available through Klarna. The option appears automatically at checkout. Klarna is a trusted partner, used by millions of customers across Europe.

Orders placed before 11:30 am (Paris time) are dispatched the same day, Monday to Friday, excluding public holidays. Orders placed after 11:30 am, at weekends or on public holidays are dispatched the next working day.

Transit time depends on the rug and your selected delivery country. It is shown in the “Delivery and returns” section of each product page and starts after dispatch.

The Serenity Delivery option gives priority to preparing your order and handling your after-sales requests. It does not shorten the transit time.

Your rugs are shipped carefully rolled, protected by thick waterproof plastic packaging built to withstand the knocks of transport.

Designs wider than 2 metres are folded in half and then rolled so they fit in the parcel. Nothing to worry about: any marks disappear on their own within 24 to 48h once the rug is unrolled at home.

As soon as your order is dispatched, you receive an email with a tracking link. You can see where your rug is in real time.

Yes, we deliver to mainland France, Belgium, Luxembourg, Monaco, Germany, Austria and the Netherlands.

Delivery is free on orders of €100 or more (€9.99 below that) to all seven destinations. Prices are displayed in euros.

Yes: Casemira is a French company based in Brittany. Every order is covered by our 30-day money-back guarantee (60 days with the Serenity Delivery option), returns are free, payment is secure and our team answers 6 days a week at contact@casemira.com, within 24h.

Read our full account of how reliable Casemira is.

It is a premium option, on top of free delivery. It adds three benefits:

• Priority preparation: your order goes to the front of the preparation queue.
• Priority after-sales care: your after-sales requests are handled first.
• Money-back guarantee extended to 60 days instead of 30.

Price: €19.90 for orders from €100 to €199.99, and €29.90 from €200.

The Serenity Delivery option gives priority to preparing your order and handling your after-sales requests. It does not shorten the transit time.

Orders placed before 11:30 am (Paris time) are dispatched the same day, Monday to Friday, excluding public holidays. Orders placed after 11:30 am, at weekends or on public holidays are dispatched the next working day.

We work with DPD, GLS or UPS, depending on the size of your rug. The carrier name and the tracking link are sent to you by email as soon as the order is dispatched.

If your order has not been dispatched yet, write to us quickly at contact@casemira.com with your order number: we will change the address for you.

Once the parcel is with DPD, GLS or UPS, you can also manage the delivery yourself from the tracking link sent by email (pick-up point, another address, a neighbour, a new date…). The options available depend on the carrier and on how far along the delivery is.

If you are out, the driver leaves a calling card or notifies you by email or text. You can then:

• rebook a delivery to your home,
• or collect your parcel from the nearest pick-up point, depending on the options offered by DPD, GLS or UPS.

It rarely happens, but here is what to do:

1. Before using it, take photographs of the parcel and of the rug.
2. Contact us within 48h at contact@casemira.com with the photographs and your order number.
3. We arrange a brand-new replacement or a refund, whichever you prefer.

First check with your neighbours, the building caretaker and the usual out-of-sight spots (landing, hallway, by the front door). If the rug is still nowhere to be found, contact us at contact@casemira.com with your tracking number: we open an investigation with the carrier straight away.

• Dispatch (preparation) : Orders placed before 11:30 am (Paris time) are dispatched the same day, Monday to Friday, excluding public holidays. Orders placed after 11:30 am, at weekends or on public holidays are dispatched the next working day.
• Delivery (transit) : Transit time depends on the rug and your selected delivery country. It is shown in the “Delivery and returns” section of each product page and starts after dispatch.

Transit time starts once the parcel is handed to the carrier. Both stages are included in the estimated delivery date shown on the product page.

You have 30 days from delivery to change your mind, and 60 days if you chose the Serenity Delivery option. At Casemira, return postage is on us. We want you to be 100% sure of your choice.

Sending your rug back is at our expense in every case. One detail: on orders below €100, the €9.99 original delivery charge is refunded if your request reaches us within the first 14 days; after that, the refund covers the price of the rug.

This commercial guarantee is separate from your statutory rights (14-day right of withdrawal, 2-year guarantee of conformity), which remain free of charge and apply in every case.

It is very simple: email us at contact@casemira.com quoting your order number. Once approved, we either send you a prepaid return label or arrange a collection from your home, depending on the size of your rug.

Once your rug has been received and its condition checked, the refund is issued within 14 days at the latest, to the payment method used for the purchase.

For your return to be accepted and refunded in full, the rug must be:

• New and unused (in a condition that allows it to be resold),
• Properly protected for transport (in its original packaging if possible).

You are of course free to unwrap it and handle it to judge it, just as you would in a shop. A rug that has been washed, soiled, damaged, or that carries pet hair or odours, may be subject to a reduction on the refund.

Our apologies for the mix-up. Send us a photograph of the rug you received plus your order number to contact@casemira.com. We arrange the collection at our expense and send you the right design as quickly as possible, at no cost to you.

Yes. The simplest way is to place a new order for the rug you want, then send the first one back within 30 days (60 days with Serenity Delivery). You are refunded for the first rug as soon as it arrives and its condition is checked. Return postage is on us; if your first order was below €100, the €9.99 original delivery charge follows the rule set out in our returns policy.

Yes, no problem. Use sturdy packaging that protects the rug in transit (cardboard or thick plastic, well sealed). After your request to contact@casemira.com, we send you the prepaid return label (small formats) or arrange a collection from your home (large formats).

Every one of our rugs is covered by the French statutory guarantees:

• Statutory guarantee of conformity: 2 years from delivery (Art. L.217-4 of the French Consumer Code).
• Guarantee against hidden defects: from the moment the defect is discovered (Art. 1641 of the French Civil Code).

If anything goes wrong, contact us at contact@casemira.com with photographs and your order number. We look at every case and arrange the right replacement or refund.

We work with two well-established European textile partners: Carpet Decor (Fargotex group) and Dywanopol, two Polish houses among the largest in Central Europe.

The exact place of manufacture of each rug is stated on its product page.

Our catalogue is built around 5 main families of materials, each with its own qualities:

• Polypropylene: the flagship material of our catalogue, highly hard-wearing, perfect for busy areas and for families with children or pets.
• Polyester: soft to the touch, ideal for bedrooms and cosy living rooms.
• Cotton: natural and light, often used in our Washable rugs.
• Wool: noble and long-lasting, found in particular in our Handmade collection.
• Viscose: a silky, lustrous fibre for a premium effect (Handmade collection).

You can filter by material straight from our collection pages. The exact composition of each design is stated on its product page.

The majority of our rugs are certified Oeko-Tex Standard 100, a European guarantee that they are free of harmful substances. Whether a rug carries the certification is stated on its product page.

The vast majority of our rugs are certified Oeko-Tex Standard 100, a European certification guaranteeing that the fibres are free of harmful substances.

For households sensitive to dust mites, we recommend flat-woven rugs rather than long-pile ones. In every case, regular vacuuming is enough for day-to-day care.

Thickness varies with the collection and the weave:

• Flat weave: usually 5 to 12 mm.
• Medium pile: 15 to 25 mm.
• Shaggy / long pile: 25 to 40 mm.

The exact thickness of each design is given in the specifications on its product page. Do check it if you want the rug to slide under a door.

No. The dimensions shown on the site cover the rug only, without the fringes. Where fringes are present, they add a few centimetres on each side.

A tolerance of +/- 5% is also allowed on the dimensions, which is inherent to weaving.

For classic rugs, we offer a wide range of standard sizes: 80x150, 120x170, 160x230, 200x300, 250x350, 300x400 cm, plus round and oval formats.

Our runners and stair rugs, on the other hand, are sold made to measure: you first choose the width from those offered (60 to 120 cm depending on the design), then you give the exact length you need, up to 10 metres. The finished hems at both ends are included.

This is the essential question. Here is our simple rule, room by room:

• Living room: the rug should extend beyond the sofa on each side and sit under at least the front legs of the sofa and the armchairs. Allow 160x230 cm as a minimum, 200x300 cm for a large living room.
• Dining room: allow 50 to 70 cm of margin around the table so the chairs stay on the rug, even when pushed back.
• Bedroom: place it at the foot of the bed, or one on each side (two small rugs work very well).
• Hallway / kitchen: go for runner formats (60x190, 80x300, and so on).

Tip: lay newspaper on the floor to picture the size before you order.

For a living room, go for:

• A generous size (at least 160x230 cm) to anchor the space.
• A flat weave or a medium pile, easier to vacuum and to live with alongside furniture.
• A colour that matches for a calm effect, or one that contrasts to make the rug the focal point.

Choose:

• A flat-weave or short-pile rug: easier to clean when food falls.
• A size with at least 50-70 cm of margin around the table so the chairs do not tip as they are pulled out.
• Ideally a design from our Washable collection, in particular our Easy Clean treated rugs (stain resistant and machine washable at 30°C).

In a bedroom, what matters is comfort underfoot. Go for:

• A medium or long pile rug (shaggy), for softness first thing in the morning.
• A 160x230 or 200x300 cm format at the foot of the bed, OR two small rugs (80x150) on each side.
• A soft palette (beige, grey, powder pink) that helps you rest.

For busy areas where spills and dirt are likely:

• Go for our Washable collection (Easy Clean): machine washable at 30°C.
• Prefer runner formats (60x190, 80x300, and so on).
• For a terrace or a balcony, our Outdoor collection is built to withstand UV and the weather.

Yes, our rugs work on every type of hard floor (wood, tile, vinyl, laminate). On a very smooth floor, we recommend adding a non-slip underlay for extra safety, especially for small formats or lightweight rugs.

It all depends on the effect you are after:

• Light colours (beige, cream, white): make the room feel larger.
• Dark colours (black, grey, midnight blue): create a cosy effect and hide marks better.
• Bright colours (terracotta, green, pink): make the rug the focal point of the room.

Worth knowing: the light in your room and your screen calibration can shift the shades you see slightly. Nothing to worry about, you have our 30-day money-back guarantee (60 days with Serenity Delivery), with return postage on us. You can have the rug delivered and hold it against your own interior with complete peace of mind.

For a selection of designs, you can also order a sample before you buy.

Only our "Washable Rugs" collection. They can be washed at 30°C on a delicate cycle. You will find this detail in the product specifications.

"Handmade" rugs in viscose or wool must never go in the machine (dry clean or spot clean only).

A few simple rules:

• Vacuum once or twice a week in busy areas.
• Use a moderate power setting and ideally a head without a rotating brush.
• Work with the pile (in the direction the fibres lie) to protect them.
• Avoid going over the fringes, or use a flat head without a brush to work gently around them.

Compatibility with a robot vacuum depends on the type of rug and on the power of your machine. You will find this stated in the specifications on each product page.

Worth noting: flat weaves and short or medium piles are generally compatible, while long-pile shaggy rugs can give some robots trouble.

The secret is to act fast. Here is the method that works on everything:

1. Blot up the liquid straight away with a clean cloth or kitchen paper, dabbing without rubbing (rubbing spreads the stain and drives it into the fibres).
2. Mix cold water with a few drops of mild washing-up liquid, then dab the area with a clean cloth, working from the edge towards the centre.
3. Rinse with a cloth dampened in clean water, then blot dry with a dry cloth.

Special cases:

• Pet urine: add a little white vinegar to the solution to neutralise the odour. Avoid heat (tumble dryer, steam cleaner), which locks the smell in.
• Mud: let it dry completely first, then brush gently and vacuum.
• Sauce or grease: sprinkle with bicarbonate of soda or talc to absorb it, leave it to work, then vacuum before cleaning with soapy water.

Always avoid: hot water (it sets wine and coffee stains), bleach, strong solvents (acetone) and hard brushes.

For rugs in our Washable / Easy Clean collection, you can also put the rug in the machine at 30°C. For Handmade rugs in wool or viscose, take a serious stain to a specialist professional cleaner.

For our Washable collection (Easy Clean technology):

• Machine wash at 30°C, on a delicate programme.
• Mild detergent for delicate textiles.
• No bleach and no fabric softener: they can affect the colours and the backing.

Worth knowing: thanks to the Easy Clean water-repellent treatment, you do not need to wash the rug often. For everyday little marks, a little water and kitchen paper are enough in most cases.

It depends on the drum capacity of your machine. For our Easy Clean rugs:

What matters is that the rug is not packed too tight, so the water can circulate freely. For large formats, a quick trip to the launderette is a practical option.

To protect the non-slip latex backing of our Easy Clean rugs, we recommend hanging the rug to dry in the open air (on a line, a washing line or a clothes airer). Its breathable material does not hold water, so the rug dries very quickly, often within a few hours.

No tumble dryer: the heat can damage the latex backing.

For our other collections (polypropylene, Handmade and so on), drying flat in the open air is recommended after spot cleaning.

Handmade rugs need particular care:

• Vacuum regularly on a moderate setting, with the pile.
• Avoid prolonged damp and direct sunlight.
• If a stain appears: dab it straight away with a damp cloth, never rub.
• Never machine wash: leave deep cleaning to a professional rug specialist.

Nothing to worry about, it is common after transport. The fibres have been compressed and need to relax. Unroll the rug flat and wait 24 to 48h: the creases disappear on their own under the weight of the rug.

To keep it in good condition for years:

1. Vacuum it before putting it away.
2. Roll it (never fold it) with the pile facing inwards.
3. Ideally wrap it in a cotton sheet or in breathable packaging. The protective plastic it arrives in is meant for transport; for long-term storage, choose a cover that lets the fibres breathe.
4. Store it flat, somewhere dry and temperate, away from direct light.

Yes, it is perfectly normal for a quality new rug (wool or viscose). It is called "shedding": the surplus fibres left by manufacturing work their way to the surface. It settles down on its own after a few weeks and a few passes of the vacuum. It is in no way a manufacturing fault.

Most of our rugs are made with a non-slip underside or a heavy structure that keeps them perfectly stable and safe on the floor. For lighter designs, a non-slip underlay is recommended on a smooth floor.

Some of our rugs are designed to let heat through and are suitable for underfloor heating. This is stated directly in the product specifications.

If you have pets, we recommend our "Washable" (Easy Clean rugs) or "Outdoor" collection (very hard-wearing). Polypropylene rugs stand up particularly well to repeated wear.

We do everything we can to make our photographs true to life. That said, depending on the light in your room and your screen settings, shades can differ slightly. That is why we strongly recommend ordering a sample before the final purchase, to check the colour in your own home.

Our customer service team is here to help:

• By email: contact@casemira.com, with a reply within 24h (2h on average).
• Through the contact form on our Contact us page.

Our commitment: a reply to every email within 24 working hours at the latest. On average, we reply within 2h.

Yes, we regularly work with architects, interior designers and hoteliers on their projects.

Send us your request through the dedicated trade form, or contact us directly by email at contact@casemira.com. We come back to you within 24h with a tailored quote and VAT invoicing.