Frequently Asked Questions - FAQ's

Are returns free?

No, returns are not free.

You bear the costs of the return.

Why and why free return shipping isn't all that fashionable?

Why free return shipping isn't all that fashionable?

Dear Customer,

First of all, there are certainly legitimate reasons for a return. In these cases (see our cancellation policy and returns policy), we will of course cover the return shipping costs for you.
We also regret if our delivery gives rise to a justified complaint and will endeavor to eliminate any inconveniences that arise as quickly as possible.
Apart from the legitimate reasons, we view the issue of returns critically


The big companies are leading the way and we also get the same feedback again and again:

"Why do I have to pay for my return shipping myself, that's no longer appropriate these days!" or "€4.95 shipping costs are just too much! Then I won't order anything"

But is free shipping and returns really modern and contemporary?

If you think about what happens behind a simple order in an online shop, you might come to the conclusion that this service is rather outdated. Because so much happens when you place an order: goods are moved from A to B, the order is packed with various packaging materials, in order to transport your order from A to B, CO2 is emitted and, last but not least, there are people working on site who also work from their homes have to come to your place of work (further CO2 emissions).

So does free shipping/returns really do anything good for our environment? Shouldn't we value completely different things now?


"If I don't like it, I'll just send it back!"
"For now I only need the stickers, I'll order the rest little by little, it doesn't cost anything!"

And so we order goods (without giving it much thought) that we might not actually like, or we place lots of small orders instead of thinking in advance about what we really need!

We think: Everyone should think about it at checkout and consciously decide whether they want to spend the shipping costs on their desired products. From 70€ we will cover the shipping costs for you within Germany. Thank you for reading our statement, understanding that and contrary to general opinion: you have no problem with shipping costs.

Can I return the product?


You have a 14-day right of withdrawal without any ifs and buts.

If you are not satisfied with our products, you can return them at any time. Of course, you can take the device out of the packaging beforehand. However, if you do not like the device, please be very careful not to remove any labels or other delivery information.

If you then want to send the device back, you must leave or pack the device in its original packaging and, above all, undiluted. Because we can no longer sell the device if it is dirty.

If you would like to test carpet in your home, we ask that you vacuum first. This means the carpet can lie on a clean floor.

These products cannot be returned:

  • Products delivered more than 14 days ago
  • Products that have been used, not in their original condition, products with signs of wear and/or if stickers/labels have been removed

How can I complain about an item?

Basically we hope: not at all.

Our constant aim is to deliver you quality products in top condition without exception.

If you still have reason to complain, please contact us. E.g. by email or telephone: our contact page here.

Don't be shy!

We benefit from your feedback and can quickly eliminate possible sources of errors.

How can I return the product I ordered?

Register returns online

  • Go to our returns page
  • Click on “Register a return here” Enter your details, select the items you would like to return and follow the steps below
  • You will receive a return label from us


  • Please pack the carpet well. It is very important that the edges in particular are well packed so that the carpet is not damaged or dirty during return transport
  • Stick the return label over the old label on the packaging


  • The carpet can be returned to any of the return locations specified by us
  • If you don't have the proper transportation to take a large rug to a return point, that's not a problem. The carpet can also be picked up. However, a surcharge of €10 will be charged


  • Once we receive the carpet in good condition, the money will be refunded within 14 days.
  • You will receive a confirmation by email

Where can I find the return form that I have to fill out and enclose with the return?

You can download the return slip here ( Download returns slip) .

Please download and complete it and include it in your return package.

How long do I have to return my order?

You have 14 days after receiving the goods to register the return. We will then send you a return label by email. After receiving our return label, you have 14 days to return the product.

How long do I have to return my order?

You have 14 days after receiving the goods to register the return. We will then send you a return label by email. After receiving our return label, you have 14 days to return the product.

How can I cancel my order?

You can cancel your order within 24 hours of placing your order.
Just write to us.

Unfortunately, we cannot cancel an order that is already in transit.

When will my money be refunded?

As soon as possible, but no later than within 14 days after we receive the return. The money will then be refunded to the payment method used when ordering.