Shipping & returns

Last updated: 19 October 2026

Karpet24 ships every order with UPS or GLS, with tracking. Delivery is free throughout the European Union.

Shipping costs

You'll see the shipping costs at checkout before you pay. For the United Kingdom, Switzerland and Norway, local import duties or taxes may apply on import. These are not included in our price.

Where we deliver

• European Union (27 countries): the Netherlands, Belgium, Austria, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
• Rest of Europe: United Kingdom, Switzerland and Norway.

Is your country not listed? Email us at info@karpet24.nl. We can sometimes deliver there on request.

Delivery time

• Netherlands and Belgium: usually delivered within 2 to 6 working days, with tracking within 2 working days.
• Other countries: shipped with UPS or GLS, with tracking. Parcels to the United Kingdom, Switzerland and Norway also go through customs.

Your rug comes from our warehouse in Rotterdam or directly from our supplier's warehouse. If you order more than one rug, they may arrive in separate parcels and on different days. You'll then receive a separate tracking code for each parcel.

Special sizes and rugs available on request sometimes take longer. If so, this is stated on the product page, or we'll let you know after you place your order.

The delivery times above are estimates. We deliver no later than 30 days after your order, unless we agree otherwise. If your order is delayed, we'll let you know. If we don't make those 30 days, you may cancel the order free of charge and we'll refund you as soon as possible (Article 13 of our general terms and conditions).

Tracking

Once your parcel is on its way, you'll receive an email with the UPS or GLS tracking link. Use it to follow your parcel all the way to your front door. Haven't received anything? Check your spam folder too, or email us your order number.

Home delivery

• The carrier delivers to just inside the first door on the ground floor.
• If nobody is home, the driver will try again or leave the parcel with a neighbour (only with your consent).
• A large or heavy rug? Make sure someone is home who can help.
• For large sizes (300 × 400 cm and up), the carrier may ask you to be present at delivery.

Check your parcel on delivery

• Is the packaging visibly damaged? Write "parcel damaged" next to your signature and take photos.
• Unpack the rug carefully and check it for damage, stains or manufacturing defects.
• Damaged, or the wrong rug? Ideally, email us within 48 hours of delivery at info@karpet24.nl, with photos of the rug and the packaging. We'll put it right free of charge with a replacement rug or a full refund. If you discover a problem later, still let us know: your statutory rights continue to apply.

Incorrect or incomplete address

Check your delivery address before you order. If the carrier can't deliver the parcel because the address is wrong or incomplete, we'll charge you the cost of resending it or of returning it to our warehouse.

Risk during transport

Karpet24 bears the risk until you, or someone you have designated, receive the rug. If it's damaged or lost on the way, we'll sort it out with you.

Damaged, empty or lost parcel

If you report a damaged, empty or missing parcel, this is what happens:

1. Within one working day, you'll receive confirmation that we've received your report.
2. We compare your photos and description with the carrier's data: delivery location, weight at handover and proof of delivery. If we packed the rug ourselves in Rotterdam, we also check our own packing records.
3. Where necessary, we file a loss or damage claim with UPS or GLS. That can take a few weeks.
4. A full investigation takes no more than 30 days. We'll keep you updated along the way.
5. If your report is justified, you'll receive a replacement rug or your money back.

Parcels we pack ourselves

For orders we ship from our warehouse in Rotterdam, we record the packing process:

• photos and video of the packing, linked to the order number;
• the weight of the parcel before shipping, which we compare with the weight the carrier records;
• camera footage of the packing area and the dispatch area.

You can read how long we keep this data in our privacy policy. We don't film parcels that our supplier ships to you directly. For those, we use the carrier's data.

In cases of proven fraud

If our investigation shows that a report is false, for example because the carrier's proof of delivery and weight show that the rug was delivered in good condition, we may:

• reject the claim;
• refuse future orders;
• report it to the police;
• recover from you the losses we suffer as a result.

For parcels from Rotterdam, our packing footage and our own weighing also count. Did your parcel arrive damaged or empty, or not arrive at all? Let us know and we'll sort it out.

Questions about your delivery?

Email info@karpet24.nl or call +31 (0)10 299 08 60, Monday to Friday from 9:00 to 17:00. Include your order number so we can help you faster.

Want to send a rug back? Read our returns policy or go to Withdraw from contract here.

Last updated: 19 October 2026

In short: you have a 14-day withdrawal period after you receive your order, and you don't have to give a reason. You can withdraw with the form on Withdraw from contract here (the link is at the bottom of every page), by email or with the model withdrawal form. Within one working day you'll receive a free return label, and you don't pay any return costs upfront.

This policy applies to all purchases from Karpet24, a trade name of CNL Handel BV.

Withdrawal period: 14 days

You may withdraw from the purchase within 14 days, without giving any reason. The 14 days start on the day after you, or someone you have designated who is not the carrier, receive the rug. If the rugs from one order arrive on different days, you count from the day after you receive the last rug.

How to withdraw

1. With the form: go to Withdraw from contract here, enter your name, your order number and your email address, and send the form. You don't need to log in or have an account. Within one working day, we'll email you an acknowledgement of receipt showing what you entered and when you sent it.
2. By email or post: send a clear statement that you are withdrawing from the purchase to info@karpet24.nl or to our address below. You may use the model withdrawal form at the bottom of this page for this, but you don't have to.
3. Without telling us first: you don't have to notify us in advance. If you send the rug back within the 14 days, that also counts as a withdrawal. Put your name and order number with the parcel.

You're on time if you send your withdrawal before the 14 days are up.

Sending it back

Send the rug back no later than 14 days after you've notified us of your withdrawal. We pay the direct cost of the return: within one working day of your withdrawal, we'll email you a free return label and instructions. If you withdraw by email or post, include your order number. Haven't told us anything yet and want to use our free return label? Email your order number to info@karpet24.nl.

• Pack the rug well, ideally in the original packaging or in something that protects it just as well.
• Live in the Netherlands? You can also drop the rug off at our warehouse in Rotterdam by appointment.

Return address
CNL Handel BV, Karpet24 retouren
Vareseweg 135
3047 AT Rotterdam
Netherlands

Unpacking and inspecting

You may unpack and inspect the rug as you would in a shop. If you use it more than that, for example by laying it down for a longer time, or if stains or damage occur, you keep your right of withdrawal. However, we may then deduct the loss in value from the amount we refund.

Refund

We refund everything you paid, including the cost of standard delivery, no later than 14 days after we receive your withdrawal. If you chose a more expensive delivery method than our cheapest standard delivery, we won't refund the difference. We may wait to refund you until we have the rug back, or until you show that you've sent it back, whichever is earlier.

We refund you via the payment method you used, unless you agree otherwise with us. This costs you nothing. The money is usually in your account within a few working days; exactly how quickly also depends on your bank or credit card company.

Exception: made to measure

The right of withdrawal does not apply to rugs that we have made to measure especially for you or produced to your specifications. In that case, this is clearly stated with the product before you order. For all other rugs in our range, the withdrawal period applies in full.

Exchanges

We don't have a separate exchange service. Want a different size, colour or a different rug? Withdraw from your current order and place a new order for the rug you want. That's the quickest way for you and for us.

Damaged or wrong item delivered

Did your rug arrive damaged, or did you receive the wrong rug? Ideally, email us within 48 hours of delivery at info@karpet24.nl, with photos of the rug and the packaging. We'll send a replacement rug or refund everything, and we pay for the return and the new delivery. If you discover the damage later, still let us know.

Legal guarantee of conformity

Every rug you buy from us is covered by the legal guarantee of conformity: it must be what you can reasonably expect it to be. In the Netherlands, this guarantee has no fixed end date; how long it lasts depends on the product. Throughout the EU, it lasts at least two years. If a defect becomes apparent within one year of delivery, we assume it was already there at delivery.

If something isn't right, you're entitled to free repair or a replacement rug. If that isn't possible, takes too long or the defect is serious, you can ask for a price reduction or terminate the purchase contract. Report a defect within two months of discovering it; then you're on time in any case. Your legal guarantee of conformity applies alongside your withdrawal period.

The European notice about your rights is on Your legal guarantee rights. You'll find more information at europa.eu/youreurope/guarantees.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also withdraw online, with the form on Withdraw from contract here.

To: CNL Handel BV, Karpet24, Vareseweg 135, 3047 AT Rotterdam, Netherlands, info@karpet24.nl

I/We* hereby give notice that I/We* withdraw from my/our* contract for the sale of the following products: [product description]*.

Ordered on* / Received on*: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is submitted on paper):
Date: [date]

* Delete as appropriate.

The model form is also included in our general terms and conditions (PDF in Dutch, Annex I).

Questions?

Not sure about a return? Email info@karpet24.nl or call +31 (0)10 299 08 60, Monday to Friday from 9:00 to 17:00.