Customization:
What can be customized?
Everything is customizable: shape, colors, design, name, drawing... Every rug is a unique piece.
Can I send you an image or an idea?
Yes! You can send me a reference image or describe your ideas, and I’ll create a custom illustration for your approval.
Will I receive a preview before production?
Yes, I can send you a digital illustration of the rug for validation before I start creating it.
Production & Delivery Time
What is the production time for a custom rug?
Between 2 to 4 weeks depending on the complexity of the design.
And for a standard rug?
If in stock, it will be shipped within 1–2 business days..
Will I be notified when my order is shipped?
Yes, you will receive an email once your order has been dispatched.
Shipping
Which countries do you ship to?
I ship to France and internationally.
Which shipping carriers do you use?
La Poste, Mondial Relay, and Chronopost (your choice).
Will I get a tracking number?
Yes, a tracking number can be provided upon request.
Do you offer delivery to pickup points?
Yes, you can choose home delivery or a pickup point.
Payment
Which payment methods are accepted?
Credit card (via Stripe), PayPal, Klarna, Apple Pay, Google Pay.
Can I pay in installments?
Yes, through Klarna or PayPal (if eligible).
Is payment secure?
Yes, all transactions are secured via certified platforms.
Returns & Right of Withdrawal
Can I return a personalized product?
No. Custom-made products are not refundable or exchangeable (in accordance with Article L221-28 of the French Consumer Code).
Can I return a non-personalized product?
Yes, within 14 days of receipt, provided it is unused and in perfect condition. Return shipping costs are at your expense.
How do I contact customer service?
By email at contact@ylis-creatrice.com
Care & Use
How do I care for my rug?
A care sheet is included with every order. In general: gentle hand cleaning with a soft cloth or wipe.
Can I machine wash the rug?
No. Rugs must be cleaned by hand only.
Are the rugs non-slip?
Yes, all rugs are made with an anti-slip backing.
Ordering & Contact
Will I receive an order confirmation?
Yes, an automatic confirmation email is sent when your order is validated.
How can I contact you?
By email at contact@ylis-creatrice.contact@ylis-creatrice.com. I’ll get back to you as soon as possible!
Last updated: April 2025