How can we help you?

Shipment, delivery and returns

• How much are the shipping costs?

  Within the EU, we offer free delivery and free return shipping. Above a certain order value, free shipping also applies to countries outside the EU. The shipping costs for your carpet are automatically displayed in the shopping cart after you have entered your country.

• How long does the delivery of a carpet take?

  Delivery within the EU and countries close to the EU usually takes 1 to 4 working days. Outside the EU, it may take longer.

• How does Nain Trading prepare the packages get prepared for delivery?

  Our carpets are being either rolled up (carpet runners) or folded prior to delivery. After the folding- or rolling process, they get covered in foil to protect them and are put into our own double-sided packages, before getting picked up by our shipping partners.

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

  It is our goal to find the perfect carpet for all our customers; therefore we offer each and every customer the right to return a carpet, if they should not be satisfied. Other than the usual 14-day grace period for returns, that is prescribed by law, we at Nain Trading offer an extended 31 day right of withdrawal. A carpet is a long-time investment and a purchase of such should come with some time for considerations.
  More detailed information, regarding the right of withdrawal, can be found under conditions and terms.

• What do I have to keep in mind, when I return a carpet?

  If you would like to return a carpet to us, please contact us personally by calling +49 40 334 600 870 or sending an e-mail to [email protected]. We will then send you a parcel stamp or arrange for the item to be collected from your location.

  Alternatively, you can also here Manage your order and request a returns label within 31 days.

• Is the return free of charge for me?

  A return shipment ordered via Nain Trading is free of charge for customers within the EU. You will receive all information and a return shipping label by email.
  Information on return shipping costs for other countries outside the EU can be found here.

• My carpet got damaged during delivery. What now?

  If the rare case should occur and your carpet should be damaged through the delivery process, please indicate the damage to the protractor upon handover. Afterwards please contact us directly under +49 40 334 600 870 or [email protected]. We will talk you through the next steps.

• I no longer have the original packaging, how should I pack my carpet for a return?

  Please use an equivalent protective packaging to protect the carpet during transport.

• When will I receive my refund for a return?

  The return of goods, should be quick and trouble-free. Once your return has been collected, it usually takes 3 - 4 working days for it to arrive at our warehouse. Once we receive returns, they are disinfected and our qualified warehouse staff then check that the carpet has been returned in the condition in which we sent it. Once the return has been completed, we will send a confirmation to your email address. Refunds are usually made to your account within 1 - 3 banking days of receiving the confirmation, depending on how you paid for your order. In the event that you have selected an invoice via Klarna as your payment method, we recommend that you contact Klarna and report your return so that you do not have to spend any money.

  .

• How will my order be delivered?

  Depending on where you live and the size and weight of the package, the shipping companies used to deliver the order may vary. However, we always offer at least one free shipping option within the EU, Switzerland, the UK and Norway. The shipping options available for your order will be displayed at checkout. Once your rug has been sent from the warehouse, you will receive an email with a tracking number and information about the estimated delivery time. The delivery company will contact you to arrange a delivery date.