Frequently asked questions.

How to maintain and clean your tufted rug?

It is important to NEVER machine wash your rugs or any other tufted product. Place your item in a suitable area with minimal traffic.
It is normal for a new tufted product to shed fibers; simply vacuum them. It is recommended to vacuum your floor mats at least once a week to prevent dirt or dust from becoming embedded in the carpet fibers. If you notice a thread sticking out of the carpet or coming loose, do not pull it and simply trim it flush with scissors.
If liquid spills on your product, remove it quickly with a clean, damp cloth without rubbing. If necessary, you can use mild soap and water to remove some stains (without rubbing)

What are the delivery times?

Depending on order volume, parts are manufactured and shipped within a maximum of 3 weeks. Once shipped, the average delivery time for your order in mainland France is estimated at: 3 to 6 business days (excluding Sundays and public holidays) with standard delivery.

How long does it take to create a piece?

It all depends on the size, complexity of the design, and the nature of the piece being created. The creation time includes the creation of the design, tufting time, drying time for the glues, and shearing/sculpting time for the wool. A simple, small rug could take a few hours (e.g., an hour or two), while a simple, large rug can take up to ten hours.

Is international shipping available?

International shipping is not currently available on the website. Only domestic orders are processed. If you are outside of France and would like to purchase a Spikey Garden part, please contact us by email at contact@spikeygarden.fr and we can try to find a solution.

How to return an item?

If you decide to return an item, please contact us by email at contact@spikeygarden.fr with the subject "return" and specify the order number, the item to be returned, and the reason for return (accompanied by a photo or video in case of a technical defect). To be eligible for a return, your item must be unused and in the condition you received it. It must also be in its original packaging. Please note that the packaging and return shipping costs will be your responsibility, and the refund will be issued using the original payment method (used at the time of purchase).
For more information on returns, see our deliveries and returns page .

How to personalize an item?

To customize an item, simply fill out the customization request form available on the Customs page and the Contact page. Once all the information has been entered, your request will be reviewed and you will receive a response to the email provided in the form. For more information, please specify "custom request" in the subject line of the questionnaire. If everything is correct, you will then receive a link to pay for your order.