FAQ

All our photos and videos depict the carpet’s colors in the most accurate way possible. Due to the differences in computer monitors, color shades may vary slightly.

How accurate is the information regarding each carpet?

We strive to provide our customers with as much information as possible to make the purchase experience as convenient as possible.

Each and every carpet on the Carpient website has been carefully inspected by our purchasers during the buying process. The carpets are once again inspected with the taking of the photos and will undergo a third and final inspection during the packing stage.

If any information is found to be inaccurate, the customer will always be notified prior to shipment.

 

Do the measurements of the carpets include the fringes?

The measurements indicated on the website never include the fringes.

 

Payment and Security

 

Which payment methods can I choose from?

You can chose to pay by bank transfer or with credit card (VISA or MasterCard). Simply choose the method you prefer at check-out and follow the indicated steps.

 

Are the payment methods safe?

Utmost importance is placed to ensure that all transactions on our website are securely handled and processed in accordance with the latest technological security standards. All credit card payments are made through a safely encrypted connection to protect and prevent against fraud.

 

Orders

 

How can I buy a carpet? 

Once you have found the carpet you are looking for simply click on the green ”add to cart” button to place the carpet in your shopping cart.

If you wish to purchase more than one carpet follow the same steps and add each carpet to your shopping cart.

When you are ready click on the ”Check-out” button and follow the steps. Once you have placed your order you will receive an email confirmation along with an order number.

 

Can I modify or cancel an order?

If you have placed an order and the payment has been received, your order will be handled at our warehouse. In this case we can not guarantee that your order can be stopped or modified.

In the event that you wish to make any changes to your order please contact our Customer Service Team as soon as possible either by mail at info@carpient.com.

 

Where can I see my order?

Once you have placed your order you will receive an email confirmation along with an order number. You can either log in to your Carpient account or click on the link in your order confirmation to see the latest status of your order.

For further assistance you are always welcome to contact our Customer Service Team by mail at info@carpient.com.

  

Shipping, deliveries and returns

 

How much does the shipping cost?

One shipping alternative is free within the EU.

 

How long is the delivery time?

Delivery time varies from country to country, but usually takes between 2-5 working days within the EU.

 

How are the carpets packed so they are safe to ship?

All our carpets are packed according to the regulations of our shipping partners UPS/DHL.  All carpets are folded and packed in a thick protective packaging. This results in a compact package with a smaller surface area and ensures that the carpet(s) arrive safely.

 

Can I track my order and shipment online?

Once your order has been handled at our warehouse and the carpet(s) ready for pick-up you will receive an email from us. This email contains all the necessary information needed to follow your order online.

All packages are picked up between 14-17 every weekday and a few hours after this you should be able to track your package online.

For further information please contact the shipping company using the details provided in your order dispatch confirmation email.

 

Do you ship to P.O. Boxes?

We are not able to deliver to P.O. Boxes. All packages need to be signed before being handed over to the recipient.

 

I am not satisfied with the carpet I ordered. Can I return it?

If you are not happy with a carpet you ordered you always have 60 days right of return starting from the day your order was delivered.

To make a return you simply contact our Customer Service Team by mail at info@carpient.com for further assistance.

 

What is the procedure to send back a carpet?

If you wish to return a carpet that did not meet your expectations please contact our Customer Service Team by mail at info@carpient.com for further information.

We will guide you through the steps, send you a return shipping label and provide you with all the information you need to return the carpet to us.

 

Do I have to pay for return shipping costs?

The return fee is 20 EUR/package when using a return shipping label issued by Carpient. The return fee will be deducted from the total amount refunded once the carpet is back at our warehouse and has been properly inspected.

If you return a carpet with your own return label you will be liable for the total costs incurred.

The carpet should be returned in the same condition as it was delivered in. If the carpet is dirty, a cleaning cost of 40 EUR will be charged and deducted from the total amount that is refunded to the customer.

 

What should I do if the carpet I ordered arrives damaged?

If you notice that the packaging and carpet itself is visibly damaged you have the right to refuse the package. If you notice any signs of transportation damage once you have opened the package, collect as much evidence as possible by taking photos and get in touch with the shipping company to report the damage as soon as possible and then let our Customer Service Team know by sending an email to info@carpient.com.

 

Carpet care and maintenance

 

How do I vacuum my carpet?

Vacuuming is important in order to get rid of gravel, sand and dirt particles that would otherwise remain stuck in the pile of the carpet.

It is recommended to vacuum once a week and never more than twice. Excess vacuuming only inflicts unnecessary wear and tear, thereby speeding up the aging process. When vacuuming, make sure the suction power is not set to the highest level and that the nozzle is always lifted after every move. Never push it back and forth on the carpet and never vacuum the fringes as this can cause the carpet to unravel.

Vacuuming should always be done in the direction of the pile – start by checking with your hand, if the pile feels smooth when you stroke your hand along it then this is the right direction. If on the other hand it feels rough and rises as you move your hand along it, then this is against the pile and the wrong direction.

 

If need may be, how should I store my carpet?

If you ever need to store your carpet keep in mind that it is made of natural fibers and should be able to breathe.

Never store your carpet in a damp and moist area such as a basement or garage. Make sure the carpet is gently rolled, with the direction of the pile inwards and securely tied with a couple of straps to avoid it unraveling.

Ideally wrap it up in a protective cotton or linen bedsheet with moth balls and store it laying (under the bed for example), never in an upright position as it could lose its shape over time.

If you need to store the carpet for a longer period of time it is recommended to unroll and vacuum it once every three months and to replace the mothballs as the effect diminishes over time.

 

How do I get rid of folds and creases in my carpet?

Folds and creases normally disappear on their own if the carpet is allowed to lay flat for a few days. Wool has a natural tendency to rise and regain its shape and with normal daily use the folds and crease lines should gradually diminish.

If they are persistent, lay some heavy books or other safe items on the fold or crease line to speed up the process. If you do not see any signs of improvement, another tip is to soak a cloth in cold water, rinse it out and lay it on the area with the marks. Then take a flat-iron and carefully iron over the cloth a few times, always in the direction of the pile.

 

Is it possible to wash my carpet myself?

It is never recommended to wash a carpet yourself. If this needs to be done you should always hand in your carpet to a reputable carpet cleaning professional.

 

How do I get rid of stains?

The number one rule when dealing with any stain is to act fast. If the stain is allowed to dry, there is always a risk that it will not be entirely reversible, no matter what steps you take. To be on the safe side you should have a mild and powerful stain remover at hand.