Terms & Conditions
Purchase agreement / Conclusion of contract
The agreement of purchase is reached when full payment for your order has been received and approved.
All prices include VAT, shipping and if applicable, duty costs. For deliveries to countries outside the EU, Switzerland and the UK, any additional shipping costs are indicated at check-out before you approve your order. Carpet Avenue reserves the right to change prices due to currency exchange rate fluctuations as well as changes on the world carpet market.
We ship with our partners, UPS and DHL.
The approximate delivery time is about 2-5 working days and home delivery is made weekdays between 09:00-17:00.
One shipping option is always free within the EU, Switzerland and the UK. Additional shipping services will be available at check-out so you can choose the most convenient option for you.
Please note that we are unable to ship to box addresses.
Right of return (30 days)
To ensure that you are fully satisfied with your order we offer a 30 day money back guarantee. This entitles you to return your carpet(s) to us within 30 days from the day your order was delivered and get your money back. All refunds will be made in the same way as the initial payment was received. In order to be fully reimbursed, the returned carpet has to be in the same, unaltered and unused condition it was in when you received it. To avoid transportation damage, please make sure to pack the carpet in the same way that it was packed when it was delivered to you.
For returns from Switzerland a 40 EUR return fee will be deducted from the total amount refunded.
For returns from Japan and the UK a 50 EUR return fee will be deducted from the total amount refunded.
For returns from the UAE a 150 EUR return fee will be deducted from the total amount refunded.
If you would like to return a carpet please get in touch with our Customer Service team for instructions and further assistance. It is your responsibility that the carpet is returned to our warehouse in an undamaged condition.
When a carpet has been returned and inspected at our warehouse, we will refund the same credit card or bank account that was used for the initial purchase.
If a carpet is returned without the proper return shipping label issued by Carpet Avenue, the customer will be responsible for paying all expenses incurred such as shipping costs as well as any other additional import charges or costs incurred.
In the event that a carpet is not returned in the same condition it was sent out in, the return will not be accepted. In this case, the customer will be notified and asked whether he/she wishes for the carpet(s) to be sent back at their own expense.
Companies within the EU (VAT free orders)
All prices shown on the website include VAT. A VAT registered company in an EU country other than Germany that can provide a valid EU VAT number will be exempt from paying VAT. The VAT will be automatically deducted after you have logged in or registered a customer account and provided a valid EU VAT number. Please note that we only deliver to the address where the company is registered.
In order to check if a VAT number is valid you can use the following link: http://ec.europa.eu/taxation_customs/vies/
- Credit card
All credit card payments are handled in collaboration with Visa and MasterCard.
The data is securely transferred through an encrypted link and SSL secured. Carpet Avenue will never have knowledge of or store any of your card or account information.
- Invoice : "Get first. Pay later" - Klarna
Through our collaboration with Klarna you can chose to pay by invoice : Get first. Pay later (14 days)
You can pay up to 14 days after shipment of your purchase with no extra costs. If you chose to pay by invoice, Klarna will run a routine credit review and a cross check against your personal credit report.
Customers in the following countries can chose to pay by invoice:
Sweden, Denmark, Finland, Germany, Austria, Netherlands, United Kingdom.
Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy notice.
Klarna's Terms & Conditions are found here.
- Monthly installments : "Slice It" - Klarna
Through our collaboration with Klarna you can pay in flexible monthly instalments. The instalment payment is due at the end of each month after submission of a separate monthly invoice by Klarna. Further information regarding Slice it including terms and conditions and Standard European Consumer Credit Information can be found here.
Customers in Sweden, Germany, Denmark, Finland and the United Kingdom can pay by monthly installments.
If you chose to pay by Invoice or monthly installments, Klarna will run a routine credit review and a cross check against your personal credit report.
- Direct Debit
All direct debit payments are handled in collaboration with Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. Your account will be debited after shipment of your order. Klarna will notify you about the date by email.
Please note that direct debit payment is only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna.
- Bank transfer
As a Carpet Avenue customer you can chose to pay by bank transfer. Once you have placed your order you will receive an order confirmation along with our bank details. Please state your order number as reference when paying by bank transfer. We will send your carpet(s) as soon as full payment is recieved.
Your payment should reach our bank account within 5 days or else the order will be canceled.
We offer a warranty on all products purchased from us. The warranty is applicable for 1 year from the delivery date of your carpet. The warranty is only applicable when the carpet has been subject to regular home/daily use. In the event of a warranty claim where it is deemed that the carpet has been improperly or excessively used (stains, chemicals, external damage, pets, bad handling) the customer will be held liable to pay the costs of any reparation. Our expert staff will examine the carpet and determine the cause of damage. The customer pays all shipping costs in case of warranty service and reparations.
Certificate of Authenticity
We guarantee that the delivered carpet is hand-knotted and in accordance with the description on our website. For each hand-knotted carpet with a value of 400 EUR or more, a signed certificate of authenticity will be sent along with you order. If you wish to receive a certificate of authenticity for a carpet with a value less than 400 EUR we would be happy to issue one upon request.
Error / damage upon delivery
In the event that something is wrong with your order upon delivery - you receive the wrong carpet, a damaged carpet or the wrong number of carpets, please contact our Customer Service team as soon as possible. The error should be reported no later than 24 hours after receipt.
If the outside packaging has visible damage when it is delivered to you, do not open the package. Leave it untouched, document the damage with photos and report it directly to the shipping company DHL/UPS.
When placing an order or registering as a customer we ask you to provide some of your personal information that we store in connection with this. The information we store is needed to complete the handling of your order and give you the best service you expect from us.
Carpet Avenue will never share any personal information with a third party except what is needed for our delivery and payment partners. According to German law on handling of personal information, you can get an excerpt of all information we have stored about you and, if it is not relevant, you can ask us to delete or update this information. In case you wish to have the excerpt please contact our Customer Service team.
Carpet Avenue GmbH, Bargkoppelweg 64, 22145 Hamburg, Germany. Telephone +49 (0) 40 593615410, E-mail: email@example.com
The Value Added Tax-ID number is DE 327707896.