Frequently asked questions

We ship all rugs free of charge within the European Union. No minimum order, no surprises at checkout. For the United Kingdom, Switzerland and Norway there is a flat rate of €30, and orders from €300 ship free there too.

We send every order with UPS or GLS. In the Netherlands and Belgium your rug is usually delivered within 2 to 6 working days, with tracking within 2 working days. Special sizes and on-request orders take a little longer, and we'll let you know in good time if that applies to yours.

As soon as your order ships, you'll get an email with a tracking link, so you can follow your parcel live to your front door.

Yes, you can visit our showroom in Rotterdam by appointment. Get in touch to book a time.

You have a 14-day cooling-off period from the day you receive the rug. Doesn't it fit, or aren't you happy with it? Then you can return it without giving a reason. Returns are completely free: we arrange the return label and pay for the return shipping.

You can return your order within 14 days of receiving it. You don't need to register the return in advance. Want a free return label? Email your order number to info@karpet24.nl. You'll get the label within one working day and won't have to pay any return costs up front. You can also drop off your return in person by appointment.

We refund the full purchase price (including the original shipping costs) as soon as possible, and no later than 14 days after we receive your notice of withdrawal. We may wait until we have the rug back, or until you have shown that you sent it back. The refund goes to the payment method you used; in practice it usually reaches your account within a few working days.

Contact us straight away, ideally within 48 hours of delivery, with photos of the damage and the packaging. We'll sort it out at no cost to you, with a replacement or a full refund.

These are two different things. The cooling-off period (14 days) is your right to send an order back without giving a reason, even if nothing is wrong with the product. The guarantee covers something else: everything you buy from us comes with the legal guarantee. This means a product must be and do what you can reasonably expect of it. In the Netherlands this guarantee has no fixed end date; within the EU it lasts at least two years. Some products also carry a manufacturer's warranty; it comes on top of the legal guarantee and takes nothing away from it.

Yes. Returns are and stay free: every order follows the return conditions shown to you when you order, and right now that always means free returns with a return label. You may unpack and inspect any rug as you would in a shop; if you use it beyond that, we may only deduct the loss in value the law allows from your refund. Only in exceptional cases of proven abuse may we decide to refuse a future order. Your legal right to a 14-day cooling-off period, to return without giving a reason and to a refund always applies in full.

A good rule of thumb: in a living room, make sure at least the front legs of the sofa and armchairs sit on the rug. Under a dining table, choose a rug that extends at least 60 cm beyond the table on every side, so the chairs stay on the rug when people sit down and get up. Not sure? Call or email us for personal advice.

A high-pile rug has longer fibres and feels soft and luxurious, which makes it ideal for bedrooms and seating areas where comfort comes first. A low-pile rug looks sleeker, is easier to clean and works well in busy spaces, under the dining table or in the hallway.

Vacuum your rug regularly (once or twice a week) to remove dust and grit. Treat stains straight away with a clean white cloth and lukewarm water: dab, don't rub. Avoid harsh cleaning products. For a deep clean, we recommend a professional rug cleaner.

Most of our indoor rugs are suitable for underfloor heating; check the product information or ask us. A low-pile rug conducts heat a little better than a high-pile one.