HELP CENTER - FAQ - YOGATERRAE

HELP CENTER - FAQ

QUALITY OF YOGA MATS AND TARGET AUDIENCE

CORK AND NATURAL RUBBER

1. Why choose a yoga mat made from cork and natural rubber?
Yoga mats made from cork and natural rubber are eco-responsible choices. Cork is naturally anti-bacterial and non-slip, while natural rubber ensures excellent grip on the floor and perfect cushioning for a comfortable practice.

2. What are the advantages of cork mats?
Cork is a renewable material, harvested without damaging the trees. It has anti-slip properties that increase as you sweat, making it perfect for more intense practices or humid environments. What's more, it's hypoallergenic and naturally antimicrobial, helping to keep your mat effortlessly clean.

3. Is natural rubber durable?
Yes, natural rubber is extremely strong and durable, as well as being a renewable resource. It offers optimal support for postures and guarantees a long life for your yoga mat. Over time, it retains its non-slip properties and comfort.

4. How do I care for cork and natural rubber carpets?
Cork carpets are low-maintenance. They can be cleaned with a damp cloth and a mild mixture of water and white vinegar. They should be kept in a dry place to preserve their natural properties.

PU (POLYURETHANE) AND NATURAL RUBBER

1. What is PU and why is it combined with natural rubber?
PU, or polyurethane, is a synthetic material renowned for its ultra-adherent surface. Combined with natural rubber, it ensures a perfect balance between grip, comfort and durability. This combination is ideal for practitioners looking for a high-performance mat.

2. What are the advantages of PU and natural rubber mats?
PU mats offer an incredibly grippy surface, even during the most intense sessions or postures that require good anchoring. Natural rubber ensures excellent shock absorption and a non-slip base. This mix of materials makes the mats particularly stable and comfortable.

3. Is PU environmentally friendly?
Although PU is a synthetic material, it is often used in combination with natural rubber bases, a biodegradable material. What's more, Yogaterrae PU mats are manufactured without solvents or toxic chemicals, minimizing their environmental impact.

4. Are these mats suitable for all types of yoga?
PU and natural rubber mats are particularly suitable for intense practices such as Vinyasa, Ashtanga or Hot Yoga, thanks to their great grip and moisture absorption.

SUEDED MICROFIBERS AND NATURAL RUBBER

1. What is a sueded microfiber and natural rubber mat?
This type of mat combines a sueded microfiber surface, ultra-soft to the touch, with a natural rubber base. This blend ensures a comfortable mat with excellent grip and an absorbent surface, ideal for practices that involve a lot of perspiration.

2. What are the benefits of sueded microfiber mats?
The sueded microfiber surface becomes grippier as you sweat, making them ideal for hot yoga or Vinyasa practices. What's more, the contact is very gentle on the skin, providing a pleasant experience with every posture.

3. How do I care for a sueded microfiber rug?
Sueded microfiber rugs are easy to clean. You can hand-wash them with a damp cloth and mild soap, or even put them in a washing machine at low temperature (delicate program). It's best to let them air-dry.

4. Is this mat durable?
Yes, the combination of sueded microfiber and natural rubber guarantees both comfort and durability. The natural rubber at the base ensures stability and grip, while the sueded microfiber provides a tough, durable surface.

TPE (THERMOPLASTIC ELASTOMER)

1. What is TPE and why is it used in yoga mats?
TPE, or Thermoplastic Elastomer, is a modern, eco-friendly material that is non-toxic, recyclable and hypoallergenic. It is appreciated for its flexibility and resistance, while offering a soft, non-slip texture, ideal for the practice of yoga.

2. What are the advantages of TPE yoga mats?
TPE mats are lightweight, making them easy to transport. They are also highly durable and resistant to wear and tear, while offering excellent cushioning to protect your joints during postures. TPE is moisture-resistant, making it easy to maintain and prolonging its life.

3. Is TPE environmentally friendly?
Yes, TPE is 100% recyclable and contains no toxic chemicals like PVC or latex. It is manufactured without phthalates or heavy metals, making it a safer option for both the user and the planet.

SUMMARY OF THE ADVANTAGES OF EACH MATERIAL AND TARGET AUDIENCE

Cork and Natural Rubber: Antibacterial, hypoallergenic, durable, non-slip, environmentally friendly.
Who this mat is for: Perfect for yoga practitioners who are concerned about hygiene and allergies, or those who prefer eco-responsible materials. This mat is suitable for all types of practice, especially those where anchoring and stability are essential, such as Hatha and Yin Yoga.

PU and natural rubber: ultra-adherent, durable surface, perfect for intense practice, environmentally friendly.
Who this mat is for: For advanced yogis or those practicing dynamic styles such as Ashtanga, Vinyasa or Power Yoga, where a perfect grip is crucial to maintain postures even in conditions of intense perspiration.

Suede Microfibers and Natural Rubber: Softness, high absorption, increased grip with perspiration, easy care.
Who this mat is for: Recommended for those practicing Hot Yoga or sessions where perspiration is abundant. This mat is ideal for practitioners looking for comfort and absorption while maintaining excellent grip as humidity rises.

TPE: Lightweight, recyclable, non-toxic, resistant to wear and moisture.
Who this mat is for: Ideal for beginners or those looking for an eco-friendly mat that's easy to transport and perfect for a gentle, regular practice. Particularly suitable for those concerned about the ecological impact of their equipment.

ORDERS

HOW DO I KNOW IF MY ORDER HAS BEEN PROCESSED?

Once you have placed your order, you will receive a confirmation email with all the details of your purchase. You can also track the progress of your order by connecting to our logistics partner for delivery. If you don't receive this email, please check your spam folder or contact our customer service department.

HOW CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

If you wish to modify or cancel an order, please contact our customer service department immediately after your purchase. We will do our best to respond to your request before your order is shipped. Once your order has been dispatched, modifications or cancellations will no longer be possible, but you will still be able to return the items to us after you have received them, if you so wish.

ARE THERE ANY HIDDEN COSTS WHEN ORDERING?

No, all charges are clearly indicated at checkout. Delivery charges may apply depending on your location and the total amount of your order, but there are no surprises waiting for you at the checkout stage.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

All orders are processed in real time, with no administrative delays, and all orders received before 1pm will be dispatched between 2pm and 3pm the same day, unless otherwise specified. You will receive an email with your tracking number once your order has been dispatched, enabling you to follow its progress to your home.

CAN I USE SEVERAL DISCOUNT CODES ON MY ORDER?

Unfortunately, it is only possible to apply one discount code per order. However, some offers may include additional gifts or discounts, so please check the details of each promotion before confirming your order.

CAN I ORDER AS A PROFESSIONAL?

Yes, Yogaterrae offers special conditions for yoga studios, yoga professionals, media on social networks, hotels and spas, yoga seminars, companies, retail, therapeutic practices, clinics, fitness centers, etc...

If you would like to place a wholesale order as a professional, please visit our Partner page or contact our dedicated service directly.

PAYMENTS

WHAT PAYMENT METHODS ARE AUTHORIZED ON YOUR SITE?

We accept a wide range of secure payment methods, including credit cards (Visa, Mastercard, American Express), PayPal and Stripe. These options guarantee fast, secure transactions.

ARE PAYMENTS SECURE?

Yes, all transactions carried out on our site are protected by state-of-the-art security protocols, such as SSL encryption, ensuring the security and confidentiality of your personal and banking information.

CAN I PAY IN INSTALMENTS?

At Yogaterrae, we're constantly striving to improve your online shopping experience and make our products accessible to everyone.

We are pleased to inform you that the option of payment in instalments is currently under consideration.

We know how important flexibility is to our customers, and we're actively working to implement this solution in the near future.

Stay tuned! We'll keep you informed as soon as this service becomes available, to give you even more peace of mind when you shop.

WHAT IF MY PAYMENT IS REFUSED?

If your payment has been declined, please check that all card details are correct and that your bank allows online transactions. If the problem persists, please contact your bank or try another payment method.

DO YOU ACCEPT PAYMENT BY BANK TRANSFER?

We currently do not accept bank transfers. We recommend that you use one of our secure online payment methods.

WHEN WILL MY BANK ACCOUNT BE DEBITED?

Your card will be debited upon confirmation of your order. Other payment methods, such as PayPal or Stripe, are also debited immediately. However, the actual date on which your account is debited may vary depending on the conditions negotiated with your bank (end-of-month debit or immediate debit). We recommend that you check these details directly with your bank.

CAN I CHANGE MY PAYMENT METHOD AFTER PLACING MY ORDER?

Unfortunately, it is not possible to change the method of payment once the order has been confirmed. If you need assistance, please contact our customer service department.

WHAT CURRENCIES DO YOU ACCEPT FOR PAYMENTS?

We only accept payment in euros (EUR) for orders within France and for all orders from the European Union.

PRODUCTION SITES AND ENVIRONMENTAL ISSUES

WHERE ARE YOGA MATS MADE?

Our yoga mats are made in China, a world leader in the production of yoga equipment. In fact, over 80% of yoga mats distributed worldwide come from China, which is renowned for its expertise and specialized infrastructure in the manufacture of wellness and fitness products.

The factories we work with adhere to strict standards of quality, safety and sustainability. They are equipped with state-of-the-art technologies and optimized production lines to offer products that meet the expectations of both beginners and advanced yogis. What's more, our partners are selected for their commitment to eco-responsible manufacturing practices, guaranteeing environmentally-friendly products, while ensuring optimum longevity and performance.

With China now an essential platform for the production of sports equipment, we draw on its know-how to offer quality products at competitive prices, without compromising on ethics or sustainability.

DO YOUR YOGA PRODUCTS COMPLY WITH ECO-RESPONSIBLE STANDARDS?

Yes, our yoga products made in China comply with eco-responsible standards. We carefully select our production partners, ensuring that they meet high standards of sustainability and respect for the environment. All our mats and accessories are made from non-toxic and recyclable materials, such as TPE, natural rubber or cork, which are recognized for their low ecological impact.

Our manufacturing partners in China are committed to eco-responsible production processes, limiting their carbon footprint and minimizing waste. They comply with international certifications such as ISO 14001 for environmental management and OEKO-TEX to guarantee the absence of harmful substances in products. In addition, we favor processes that reduce water and energy consumption, while adopting responsible resource management practices.

When you choose our products, you can be sure you're choosing items that combine quality, durability and respect for the environment, while contributing to a more ethical and conscious yoga practice.

HOW DOES YOGATERRAE GUARANTEE ETHICAL PRODUCTION PRACTICES?

At Yogaterrae, we rely on trusted international production partners, recognized for their professionalism and rigor at every stage of the manufacturing process. Thanks to these platforms, we benefit from strict control over production standards, whether in terms of material quality, employee working conditions or respect for eco-responsible practices.

These partners enable us to guarantee that every precaution is taken to ensure compliance with our ethical and environmental standards, while offering our customers top-quality products.

ARE YOU REALLY A MEMBER OF 1% FOR THE PLANET? WHAT DOES THAT MEAN?

Yes, eco-responsibility is at the heart of our approach. Our carpets are made from environmentally-friendly materials such as TPE, cork, natural rubber and microfibres. We minimize our carbon footprint by choosing biodegradable and recyclable materials.

What's more, as a member of 1% for the Planet since 2020, 1% of our annual sales is donated thanks to you and your purchases on the site or from our partner marketplaces to support a large number of environmental causes.

We invite you to read our Planet page on the site, which will give you more information and redirectional links.

DELIVERIES AND RETURNS

HOW LONG DOES IT TAKE TO PROCESS, SHIP AND DELIVER MY ORDER?

Orders placed before 1pm are processed within half an hour of registration and dispatched the same day between 2pm and 3pm. These orders are usually delivered the next day before noon. Orders placed after 1pm will be dispatched the following day. However, please note that the exact delivery date may be influenced by weather conditions, traffic, and the precise destination (mountainous regions, islands, etc.).

WHAT ARE YOUR DELIVERY OPTIONS AND COSTS?

We only offer one standard delivery option. In most cases, depending on the time you place your order, delivery will be made within 24 hours, except on weekends and public holidays. If home delivery is not possible, the parcel will be dropped off at the nearest delivery point, and you will be notified immediately.

Delivery costs are indicated at check-out before payment, and are free for orders over €120. For example, for a yoga mat costing less than €120, delivery costs will be €6.90.

WILL I BE ABLE TO TRACK MY ORDER?

Yes, as soon as your order is dispatched, you'll receive a confirmation email with a tracking number so you can follow the progress of your delivery.

IF DELIVERY IS NOT POSSIBLE, WHAT EXACTLY HAPPENS?

If home delivery cannot be made, you will be notified by SMS, and your parcel may be forwarded to the nearest relay point.

WHAT IS YOUR RETURNS POLICY?

We accept returns free of charge within 30 days, provided that the items are in their original packaging, unopened and untried. Items must be in perfect condition, as when received.

Further details can be found on our Shipping & Returns page.

HOW CAN I RETURN AN ITEM?

If you wish to return an item, please contact us via our contact form or by email at contact@yogaterrae.com, and we will provide you with a prepaid Colissimo return label. Simply return the item in its original packaging to your nearest post office.

CAN I EXCHANGE AN ITEM?

Currently, we do not offer an exchange option. If you would like a different product, we recommend that you return the unwanted item for a refund, then place a new order.

HOW SOON WILL I BE REIMBURSED?

Once we have received and checked the returned item, we will refund your original payment method. It may take 24 or 48 hours for the amount to appear in your account, depending on your bank's operating system.

GROUP AND PRIVATE OFFERS

CAN I BENEFIT FROM A DISCOUNT IF I ORDER AS A GROUP OR FAMILY?

We offer special discounts for group orders, ideal for families or friends wishing to buy several mats or yoga accessories together.

The amount of the discount will depend on the volume of orders you wish to place. Contact our customer service to find out more.

DO YOU ORGANIZE PRIVATE SALES ON YOUR SITE?

No, it's not on the agenda at the moment, but it may become so in the next few weeks.

DO YOU OFFER GIFTS FOR LARGE ORDERS?

For all orders over a certain amount, we offer one or more yoga accessories (often a self-cooling towel in the color of your choice) as a gift, to thank you for your trust.

WHAT ADVANTAGES DO YOU OFFER YOUR REGULAR OR LOYAL CUSTOMERS?

If you inform us of your loyalty before making a new purchase, we'll offer you a surprise gift or promotional code especially for you, as a thank you for your trust.

PRO PARTNER OFFERS

WHAT ARE THE REAL BENEFITS OF BECOMING A YOGATERRAE PARTNER?

As a Yogaterrae partner, you benefit from exclusive discounts on our products, privileged access to our new products, and personalized customer service. We'll help you equip your wellness areas with high-quality yoga mats and accessories.