Shipping policy
Delivery areas
We deliver exclusively to mainland France, Belgium, Luxembourg and Monaco.
Delivery charges and methods
Delivery is free on orders of €100 or more across our entire catalogue. For any order below this amount, a fixed delivery charge of €9.99 applies and is shown before you confirm your order.
In the event of a return: this €9.99 is refunded to you if your request reaches us within 14 days of receipt. From the 15th day up to the 30th day (60th day with Serenity Delivery), the refund covers the price of the product and this €9.99 is not refunded; the return shipping of the rug itself remains free of charge in all cases. Full details in our returns policy.
Sample delivery is free.
When placing your order, you choose one of the following shipping methods:
Standard Delivery - €9.99 (orders under €100): prepared within 24 to 48 working hours, delivered in 3 to 5 working days. Tracking included. 30-day Money-Back Guarantee. Delivery charge refunded if the return is requested within 14 days.
Free Delivery - free (orders of €100 or more): prepared within 24 to 48 working hours, delivered in 3 to 5 working days. Tracking included. 30-day Money-Back Guarantee.
Serenity Delivery - €19.90 (orders from €100 to €199.99) / €29.90 (from €200): a premium option, on top of free delivery, which includes:
- Priority preparation: your order goes to the front of the queue and is dispatched within 24 working hours.
- Priority after-sales service: your after-sales requests are handled first, ahead of the others.
- Money-Back Guarantee extended to 60 days (instead of 30).
Please note: the carrier's transit time (3 to 5 working days via DPD or GLS) is the same for all methods. Serenity Delivery speeds up the preparation of your order and the handling of your requests, and extends your guarantee; it does not shorten the transit time.
Delivery times
The total time to receive your order is made up of two stages:
1. Processing and dispatch time (Preparation)
- Orders are processed and dispatched within 24 to 48 working hours (Monday to Friday).
2. Transit time (Transport)
Once the parcel has been handed over to the carrier, delivery is made to your home.
- Transit time: 3 to 5 working days.
- Partner carriers: DPD or GLS (depending on parcel size).
Order tracking
A tracking number is provided as soon as your order is dispatched, by email and/or via your customer account, so you can follow your parcel's progress.
If you are out at the time of delivery
If you are out when the courier calls, a calling card will be left or you will be notified by email/SMS. You can then reschedule the delivery or collect your parcel from the nearest pickup point, depending on the options offered by the carrier.
Delivery problems (delay, loss)
If your order has not arrived within the stated timeframe, please contact us at contact@casemira.com quoting your order number. We will immediately open an investigation with the carrier.
Damaged parcel
Although we take particular care with our packaging, incidents can happen. If your parcel arrives damaged or opened:
- Take photos of the parcel and the product BEFORE any use.
- Contact us within 48 hours at contact@casemira.com. We will arrange an exchange or a refund, whichever you prefer.
