We take special care to provide detailed descriptions for each product.

We also include several photos taken from different angles and in natural light to give you as much information as possible.

If you still have questions, feel free to contact us via our contact form or at contact@softicated.com.

If a product is out of stock for immediate shipping, it means it is currently being restocked and cannot be ordered online at the moment.

You can contact us at contact@softicated.com to be notified as soon as it becomes available again.

It depends on the progress status of your order. The best option is to contact us at contact@softicated.com.

Once your order has been confirmed, we will send you a confirmation email including your order number and order summary.

If you have not received the summary, please check your spam folder.

If you still cannot find it, contact us at contact@softicated.com.

The order amount is charged when the payment is confirmed.

It is not possible to partially modify an order. You may request a cancellation and refund by contacting customer service, then place a new order on the online store with the desired items.

For items without displayed prices, please contact us at contact@softicated.com. We will reply within 48 hours. contact@softicated.com. Nous vous répondrons sous 48 heures.

Placing an order is very simple. Once you have made your selection, add your items to the cart. From the cart, you can complete your order in a few simple steps.

Almost all items can be delivered within a reasonable timeframe. Some items may take slightly longer to arrive. In this case, the item cannot yet be added to your cart. Please come back later to order it once the delivery time becomes reasonable again.

If a product is out of stock for immediate shipping, it means it is currently being restocked and cannot be ordered online at the moment.

You can contact us at contact@softicated.com to be notified as soon as it becomes available again.

No. However, as soon as you proceed to the payment step, the items in your cart are temporarily reserved to give you time to complete your order.

We generally deliver within 4 to 5 business days to the United States, the United Kingdom, and Europe. This timeframe begins once the carrier has taken charge of the shipment.

Yes, we deliver stools, rugs, and furniture.

Yes, we deliver all products available on our website.

Within Europe, we currently deliver to the following countries: Germany, Austria, Belgium, Cyprus, Croatia, Denmark, Spain (excluding the Canary Islands), Estonia, Finland, France, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, the Netherlands, Poland, Portugal, the Czech Republic, Romania, the United Kingdom, Slovakia, Slovenia, Sweden, and Switzerland.

No additional fees will apply. Import taxes and customs duties are automatically calculated and included in the total price of your order. We provide all the necessary documentation.

There are no additional fees apart from the shipping costs calculated in your order. For rug deliveries, the service includes delivery to the entrance of the building only. Delivery to upper floors is not included. If you would like this service, we can provide a quotation.

We provide all necessary documents for international deliveries.

If you receive a payment request from a third party, please do not proceed with the payment and contact us at contact@softicated.com so that we can assist you

Import taxes and customs duties are automatically calculated and included in the total price of your order (Europe only).

You will receive four emails: an order confirmation, a shipping confirmation, a delivery scheduling notification, and a delivery confirmation.

You can track your parcel directly on the carrier’s website.

If your order has been shipped, your tracking link is available in the shipping confirmation email.

If your order contains unavailable items (meaning preparation has not yet started), you may change the delivery address. You can also contact us at

Once your order has been shipped, the carrier will contact you within 48 hours to arrange a delivery date that suits you.

First of all, please accept our apologies. Although rare, our carriers may encounter delivery issues.

If you were absent, your parcel may have been left with a neighbor. Have you checked?

Still nothing? Please contact the carrier with your tracking number to arrange delivery.

Do not worry, we are here to help. You can contact us at contact@softicated.com.

Before signing the delivery receipt, check the condition of the boxes carefully. If you notice any impact or damage, you must inspect the product inside. If the product is damaged, refuse the delivery and mention:

“X damaged box(es) + name(s) of damaged product(s).” Please also take photographs.

Contact the carrier immediately and inform us within 48 hours. After this period, no claims can be accepted.

Please also contact us to keep us informed.

When unpacking, please be extremely careful: damage caused by cutters, staples, or improper handling is not covered by the warranty.

Important: any claim made after 48 hours will not be accepted by the carrier, and we will not be able to refund or replace your order.

After receiving your order, you have 14 days to return your items.

The following conditions must be met:

• The product must be in perfect new condition and unused
• It must be returned in its original packaging, with all protections, accessories, manuals, and documents
• The original packaging must not contain any writing or markings

If these conditions are not respected, our team may refuse the return or apply a depreciation fee.

Once the return has been received and approved, the amount (minus the indicated return shipping fees) will be refunded within 14 days.

You may cancel your order if it has not yet entered preparation by our logistics teams by contacting us at contact@softicated.com

If your order is already being prepared, cancellation will no longer be possible.

If you change your mind, you may submit a return request via contact@softicated.com.

Once the parcel has been received at our warehouse and inspected, your refund will be processed within 10 to 14 business days. Processing times may vary depending on your bank.

You will receive a confirmation email as soon as the refund has been completed.

If you are not fully satisfied with your order, you have 14 days to return it. (This does not apply to custom-made or made-to-order items.)

Your purchase will be refunded without justification. However, return shipping costs are at your expense.

The following conditions must be met:

• The product must be in perfect new condition and unused
• It must be returned in its original packaging, with all protections, accessories, manuals, and documents
• The original packaging must not contain any writing or markings

If these conditions are not respected, our team may refuse the return or apply a depreciation fee.

Once the return has been received and approved, the amount (minus the indicated return shipping fees) will be refunded within 10 to 14 days.

No, this is not possible.

Payment must be made directly at the time of ordering using the available payment methods.

First, please check that your card information is correct and whether additional verification (such as an SMS code) is required by your bank.

Then try again.

It is also possible that your payment limit is lower than the requested amount. In this case, please contact your bank.

We offer several payment methods, so you may also try another option.

If the problem persists, please contact us.

Payment is charged at the time the order is placed.

Payment can be made:

• By bank transfer (using Softicated’s bank details)
• By credit card (contact us and we will guide you through the process)

Yes. Shipping costs depend on the volume of your order and its destination.

Each piece is carefully packaged and shipped to ensure delivery in perfect condition, regardless of your project location.

We can also organize transportation for you if desired.

Our professional service team will respond within 24 to 48 business hours (excluding weekends).

If you placed your order through a quotation, please contact your account manager and provide your order number to obtain the exact delivery status.

You can contact our professional service team directly to place your order through an account manager.

Yes, depending on product availability and our warehouse storage capacity. Please feel free to contact us to discuss your requirements. contact@softicated.com.

The production lead time is generally between 5 and 6 weeks, depending on the complexity of the design, the selected materials, and the final destination. A precise timeframe is always confirmed upon order validation.

Absolutely. Each rug is fully customizable. Clients may select colors, dimensions, and shapes, including custom or unconventional formats.

Yes, we provide worldwide shipping. We work with logistics partners specialized in transporting bespoke pieces. Each rug is carefully packaged to ensure safe and compliant delivery, regardless of the destination.

For selected models, we provide samples that allow you to appreciate the textures and color nuances of the intended rug.

Dimensions are fully adaptable as long as the design allows it.

Please note that a variation of +/- 3% from the ordered dimensions may occur. This tolerance complies with industry manufacturing standards.

In the event of visible damage upon delivery, it is essential to inform us immediately by providing photographs of the product before and after unpacking.

The claim must include the relevant purchase documents such as the invoice, transport document, proof of delivery, and any other useful information.

Please send your request by email to contact@softicated.com, including photographs and a precise description of the damage.

It is the customer’s responsibility to inspect the goods before signing any delivery documents.

Before signing the delivery receipt, carefully inspect the package. If you notice any impact, you must inspect the product inside. If the product is damaged, refuse the delivery and state:

“X damaged package(s) + name(s) of damaged product(s).” Please also take photographs. 

Contact the carrier immediately and inform us within 48 hours. After this period, no claims can be accepted.

Please also contact us to keep us informed. 

When unpacking, please be extremely careful: damage caused by cutters or improper handling is not covered by the warranty.

Important: any claim made after 48 hours will not be accepted by the carrier, and we will not be able to refund or replace your order.

Yes, this is completely normal after installation. Some areas may temporarily show creases. These generally disappear after a few days once the rug is laid flat and exposed to air, allowing the fibers to naturally regain their original shape.

Yes, a slight odor may be noticeable at first. It fades quickly with proper room ventilation and usually disappears within two days after installation.

It is not mandatory, but the use of a non-slip underlay is recommended to improve stability.

A latex backing finish can also be considered as an alternative.

Regular maintenance is essential to preserve the quality and appearance of the rug. Vacuuming twice a week is recommended to remove surface dust and prevent dirt from settling into the fibers.

For routine maintenance, use a high-performance vacuum cleaner with approximately 2000 W of power and vacuum in the direction of the pile to preserve the fibers and appearance of the rug. Avoid abrupt movements or aggressive brushing.

High-traffic areas such as hallways, staircases, or entrances require daily cleaning.

It is also recommended to avoid prolonged direct exposure to sunlight, which may alter colors and cause shade variations.

Finally, do not use steam cleaners or overly powerful industrial vacuum cleaners, as these may damage the rug fibers.

Immediate action is essential to prevent the stain from setting. In the event of liquid or solid spills, act without delay. Carefully remove solid matter with a spoon, then absorb liquids using a clean, absorbent cloth (paper towel, tissue paper, or cotton towel).

Do not rub under any circumstances, as this may damage the fibers and spread the stain further. Instead, use a gentle blotting motion.

If necessary, additional cleaning may be carried out. Always follow the instructions of the cleaning products used. Never apply a product directly onto the rug: first apply it to a clean cloth and test it on an inconspicuous area. Always clean from the outside toward the center of the stain to prevent spreading.

After treatment, dry the area carefully by applying light pressure with a dry cloth or absorbent paper. Once the rug is completely dry, gently brush the fibers to restore their original appearance.

Specific case: Lyocell rugs (or sensitive fibers)

Absorption: Immediately blot the area with a dry white cloth or absorbent paper. Do not use water directly and do not rub.

Spot cleaning: Use a very small amount of textile-safe cleaner, ideally with a neutral pH. Always apply the product to a cloth, never directly onto the rug. Gently blot from the outside toward the center of the stain.

Drying: Absorb excess moisture with a dry cloth, then allow the rug to air dry naturally. 

For deep cleaning, it is recommended to use a professional rug cleaning specialist.

To ensure the longevity and appearance of your rug, certain precautions should be observed.
Avoid excessively confined or highly humid environments, as these may alter the fibers.

It is also recommended not to keep the rug permanently in the same position, especially in high-traffic areas. Rotating it regularly helps ensure more even wear over time.

Finally, before attempting any stain removal, always vacuum the rug first to remove surface dust and prevent it from penetrating deeper during cleaning.

Yes, this phenomenon is completely normal, especially with fine wool rugs and, to a lesser extent, Lyocell rugs. It is directly related to the nature of the fibers and is even considered a sign of quality.

During the first months of use, shorter fibers may rise to the surface and create slight shedding. This naturally decreases over time.

Regular vacuuming is sufficient to remove the loose fibers, and normal use of the rug naturally stabilizes the material.

It is strongly discouraged to pull on it, as this may damage the rug’s structure.

Occasionally, a thread may appear on the surface. In this case, simply trim it cleanly using scissors.