frequently asked Questions

Can I order custom products?

Yes, it is possible to order tailor-made products. For any request for a tailor-made product, contact our customer service at the email address serviceclient@maisonsarahlavoine.com or by telephone at +33 1 89 71 98 56 . A personalized quote will be offered to you.

What are the return conditions for custom-made products?

Custom products cannot be returned or exchanged unless there is a manufacturing defect. If you notice a defect, contact our customer service to find a suitable solution.

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How do I contact customer service?

Our customer service is available Monday to Friday from 10 a.m. to 6 p.m. by email: serviceclient@maisonsarahlavoine.com, By telephone at +33 1 89 71 98 56 , Whatsapp at +33 (0)1.86.47.63.55, as well as at any time on our site by clicking on the “Chat” icon.

I am a professional. How do I place an order for one of my projects?

You can contact our professional service by telephone at 01.42.60.96.59 or by email pro@maisonsarahlavoine.com. Find our professional website for your direct orders. 

TIPS: How to avoid having a lint carpet?

It is normal for a natural wool rug to lose fibers and pill, especially in the first months after installation. This phenomenon, called fluffing, is common, especially for high-quality, hand-made rugs.

• Nature of the fiber : Wool is a natural fiber with microscopic scales. During carpet manufacturing, some shorter wool hairs may not be completely secured into the yarn, resulting in natural fiber loss. This phenomenon often occurs in the first months after installing the carpet. With time and use, these excess fibers become detached and this process diminishes.
• Handmade or premium quality rug : High-quality rugs, especially those handmade with natural materials like wool, may pill more initially compared to synthetic rugs. This is due to the density of the weave and the richness of the materials used. The denser a rug, the more fibers it contains, and the more fibers there are that are likely to shed.
• Natural process of wear : Pilling is a natural phenomenon for any textile or material composed of fibers. Short or superficial fibers group together in the form of pills due to friction. This does not mean poor quality but rather that the mat is still in the "breaking-in" phase, especially in the first months of use.
• Longevity : A good quality carpet, well maintained, will eventually stabilize, with less fiber loss. 

This loss of wool and the formation of pilling are completely normal and are the guarantee of a quality product, made from natural materials.