Shipping policy

Last updated: 2 May 2026

At Karpet24, we make sure your rug is delivered to your home quickly, safely and hassle-free. All our orders are shipped with UPS or GLS. Which carrier delivers your parcel depends on the destination and the size of your rug. Below you will find all the information about our shipping and delivery.

Free

shipping in the EU

1–7 days

delivery in Europe

Before 16:00

shipped the same day

Shipping zone

We ship to addresses across Europe. Our shipping zones are split into two groups:

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

Is your country not on the list? Please contact us at info@karpet24.nl — in some cases we can deliver outside these zones on request.

Shipping costs

Destination	Shipping costs
European Union (all 27 countries)	Free on all orders
United Kingdom, Switzerland, Norway	€ 30.00 · free from € 300

Shipping costs are calculated automatically at checkout before you pay, so you will never face any surprises. For orders to the United Kingdom, Switzerland and Norway, local import duties or taxes may apply on import — these are not included in our price.

Delivery times

We dispatch all rugs in our online shop that are in stock as quickly as possible:

Orders placed on business days before 16:00 — shipped the same day
Orders placed after 16:00 or at the weekend — shipped on the next business day
Delivery throughout the European Union — 1 to 7 business days after dispatch
Delivery in the United Kingdom, Switzerland and Norway — 3 to 7 business days after dispatch (potentially longer due to customs processing)

For made-to-order rugs, special sizes or rugs that come from our external warehouse, the delivery time may be up to 5–10 business days. This is always clearly stated on the product page, or you will be informed about it after placing your order.

Please note: the delivery times shown are an indication based on our experience with UPS and GLS and not a hard guarantee. We are not liable for delays caused by the carrier, customs, weather, busy holiday periods or other circumstances beyond our control.

Track & trace

As soon as your order has been handed over to the carrier, you will receive a track & trace link by email — from both UPS and GLS. With it, you can follow your parcel live to your front door. Please also check your spam folder if you have not received anything.

Home delivery

Our carrier delivers rugs as far as just inside your front door on the ground floor
Is no one at home? The driver will try again the next business day or deliver to neighbours (only with your permission)
For heavy or large rugs, we recommend having someone at home who can help you take delivery
For larger sizes (from 300 × 400 cm) the carrier may require you to be present at delivery

Visit our showroom

Our showroom in Rotterdam can be visited by appointment. If you would like to come and see a rug in person, please contact us in advance at info@karpet24.nl or +31 (0)10 299 08 60.

Karpet24 showroom
Vareseweg 135
3047 AT Rotterdam
By appointment, Mon to Fri 09:00 – 17:00

Inspection on receipt

Always inspect your order immediately on receipt:

Check the packaging — is it visibly damaged? Sign for receipt with the note "parcel damaged" and take photos
Unpack the rug carefully — check for damage, stains or production faults
Damaged or wrong item? Contact us within 48 hours at info@karpet24.nl with photos — we will resolve it free of charge

Wrong or incomplete address

Please check your delivery address carefully before placing your order. If a parcel cannot be delivered due to an incorrect or incomplete address, any costs for redelivery or return to our warehouse will be passed on to you.

Risk and ownership

The risk of damage to or loss of the rug passes to you at the moment that you (or a person designated by you) physically receive the rug. Until that moment, Karpet24 bears the risk.

Fraud, empty boxes and false claims

At Karpet24 we take every report of a damaged, empty or "lost" parcel seriously — for our honest customers and for ourselves. We want to be fully transparent about this: attempts at fraud using methods such as "empty box", "damaged on arrival" or "lost in transit" claims are thoroughly investigated by us, and proven abuse will be met with legal action.

Why we are so clear about this: every false return request or false claim raises costs for all honest customers. We choose not to pass those costs on, but we do tackle fraud firmly.

How we record every shipment

Before a rug leaves our premises, we record the entire packing and shipping process. As standard, for every order we hold:

Photo and video recordings of the packing process, linked to the order number
Weight registration of the parcel before shipping — the exact weight is recorded and compared with the weight on receipt by the carrier (UPS or GLS)
CCTV footage of our packing and outbound area (kept in line with our privacy obligations)
Proof of shipment and track & trace data from the carrier, including delivery confirmation and — where applicable — signature or photo on delivery

This information is available to us (and, where necessary, to the carrier, insurer and authorities) for any investigation.

How an investigation proceeds

Are you reporting a damaged, empty, missing or lost parcel? We will then start an internal investigation. The process is as follows:

Report and initial response — within one business day you will receive confirmation that we have received your report and are starting the investigation.
Evidence gathering — we compare your photos and description with our packing videos, weight records, CCTV footage and the carrier data (delivery location, weight on hand-over, proof of delivery).
Investigation with the carrier — where necessary, we file a formal missing-parcel or damage claim with the carrier (UPS or GLS) in parallel. That process can take up to several weeks on its own.
Investigation period — a full investigation can take up to 30 days. We will keep you updated in the meantime.
Outcome — for a valid claim you will receive a full refund or a replacement rug. For a demonstrably invalid or fraudulent claim, the request will be rejected and further steps may follow (see below).

What happens in the case of proven abuse

If our investigation clearly shows that a claim is false or fraudulent — for example because our packing video and weight measurement prove that the rug was shipped correctly, or because the carrier confirms delivery — we reserve the right to take one or more of the following measures:

Rejection of the claim — no refund, no replacement
Permanent ban on the account, email address, delivery address and payment method at Karpet24 and affiliated online shops
Charging on of investigation and handling costs, including any costs from the carrier
Filing a police report for (attempted) fraud (Article 326 of the Dutch Criminal Code) or forgery
Civil claim for compensation of the full purchase amount, damages and legal costs
Sharing of data with investigating authorities, our insurer, the carrier and — where legally permitted — with external warning registers for fraudulent buyers

For the avoidance of doubt: this section is aimed solely at demonstrable fraud. Have you genuinely received a damaged, empty or missing parcel? Just report it — we will resolve it for you properly. Our packing and weight records protect you too: they show beyond doubt what left our premises.