Frequently Asked Questions

Are the colours of the carpets shown on the screen accurately displayed?

All the carpets are being photographed by professional photographers under neutral conditions so that you can see the carpets exactly as you would do in our store.

How can I be sure about the authenticity of the carpets?

Every carpet of CarpetU2 has been estimated and certified by experienced valuers. Therefore, we always attach a certificate to each of our carpets that certifies: a) the name, b) the origin, c) the dimensions, d) the number of knots and e) the weaving materials of the carpet.
This certificate gives you further information about the origin and manufacturing of your carpet or about any possible flaw. Furthermore, it gives you advice on the cleaning, care and storage of your carpet.

How can I search for a carpet in your online shop?

You can search for a carpet using one of the three ways or a combination of them:

1. By choosing one of the main categories on the top part of our website (Oriental Carpets, Nomadic, Kilims).
2. By choosing the main category or the type of carpet from the main menu. Moreover, you can start your search entering the size, the price, the colour etc. you are interested in.
3. By using the search engine on the right part of our central webpage. You can fill in the code of a carpet or a specific type of carpet such as Gabbeh, Bokhara, Kilims.

How can I use the function “My Favourites”?

On the page of each carpet, below the button “Add to Cart” you can find the option “Add to my Favorites”. “My Favourites” is a page on our website where you can save the carpets you like or are interested in without any time limit. This way you will be able to find them quickly and easily on your next visit in our online shop by pressing the button “My Favourites” on our central page.

• If you are already a member of CarpetU2 you can look at your favourite carpets, using any computer whenever and wherever you are.
• The carpets that you save in your Favourites are not reserved and can be sold anytime.

How can I buy a carpet?

You can choose the carpet you like and then press the button “Add to Cart” (the carpet will remain reserved in your cart for the next 2 hours). In order to continue with the order press the button “Proceed to Payment”. To complete your order you must:

1. fill in the shipping information (if you already have an account at CarpetU2 , the fields will be automatically filled in)
2. choose the shipping method
3. choose the payment method
4. press the button “Buy Now”.

What do the signs “SOLD”, “RESERVED” and “RESERVED. Try again in a few hours” next to the carpets mean?

Once a carpet is sold the sign “SOLD” in red letters is displayed next to the carpet and you can not add it to your cart anymore.
The sign “RESERVED” means that a carpet has been ordered by a client, but the payment procedure has not been completed yet. Once the payment is fullfilled the sign “RESERVED” changes to “SOLD”.
The sign “RESERVED. Try again in a few hours” means that a client has added the rug to his/her cart but has not proceeded to the order yet. If the client doesn`t complete his order within the next two hours, the carpet will be automatically released.

How can I be sure that my order has been succesfully completed?

After the completion of your order you will automatically receive a confirmation by e-mail.

I have succesfully completed an order, but have not received a confirmation e-mail. Why?

If your order has been succesfully completed, but you have not received a confirmation e-mail please check if the address you have filled in is correct or if the e-mail has been sent to your spam folder. Otherwise, contact our Customer Service Department by telephone at 0030 2310481489 or via e-mail at the address info@carpetu2.com

Can I cancel or amend an order?

In order to cancel or amend a registered order you have to send us an e-mail as soon as possible to info@carpetu2.com with the respective request. If the dispatch procedure has already started, then your order cannot be cancelled.

I want to buy a carpet but have difficulties in placing the order online. Can I make an order by telephone?

Of course you can contact us by telephone at 0030 2310481489 to make an order. In this case the payment of your order can be fulfilled through a bank transfer or by Cash on Delivery. For security reasons we do not accept payment through credit card by telephone.

Which are the payment methods?

Payments can be carried out using one of the three (3) following methods:

1. Through the payment system of PayPal.
   Your payments can be carried out through the safe payment system for online payments of PayPal. PayPal is one of the biggest banks for your online transactions. CarpetU2 doesn`t store your credit card information on any database. You can read more on transaction security here. After having completed your purchase and having filled in your sending details you will be transferred to the protected environment of PayPal in order to complete your transaction safely.
   PayPal accepts all credit and debit cards and the payment can be made:
   • By using your credit card in the safe environment of PayPal without creating an account with PayPal, or
   • By using your account at PayPal.


2. By transferring the amount of your order to the following account:
   
   Piraeus Bank (for deposits in GBP):
   • Account Number: 5220094748940
   • IBAN: GR15 0172 2200 0052 2009 4748 940
   • BIC/Swift Code: PIRBGRAA
   • Beneficiary: CARPET U2 MONOPROSOPI IKE
   • Bank address: 4 Amerikis str., Postal Code 10564, Athens, Greece
   
   Piraeus Bank (for deposits in euros):
   • Account Number: 5220094747862
   • IBAN: GR21 0172 2200 0052 2009 4747 862
   • BIC/Swift Code: PIRBGRAA
   • Beneficiary: CARPET U2 MONOPROSOPI IKE

   The total amount will automatically appear once you have chosen Payment through a Bank Transfer as your payment method.

3. By Cash on Delivery (C.O.D.) - TEMPORARILY NOT AVAILABLE
   If you choose cash-on-delivery as your payment method, as soon as your order has been registered, we will contact you by phone in order to confirm the sending details. By the time you receive your delivery you will have to pay the amount of your items in cash. The cash-on-delivery fee is 25€ (the fee in GBP is around £17, depending on the daily exchange rate).

Is the VAT included in the price?

The VAT defined by law is included in the given price of each product.

Which is the cost of shipping?

There are no shipping costs for the delivery inside the EU. We also offer you the option of an express shipment. The fee for the express shipment is 35 euro.
For countries outside Europe contact us to inform you about the transport cost.

For United Kingdom ,there is absolutely no other charge. We undertake any additional costs for you.

How long does the shipping take?

The delivery time within Europe varies from 3 to 6 weekdays. The express delivery lasts 1 to 2 days. After placing an order we will anyhow contact you to inform you about the exact time needed.

How can I know the exact date of delivery? / Can I follow the shipment of my order online?

As soon as your order is dispatched from our warehouse, we will contact you by e-mail to confirm the delivery and to inform you about the day of delivery. This e-mail will also include a tracking-number, so that you can follow the current status of your order online. Your delivery is carried out through TNT or UPS. To track your order, click the link in your dispatch confirmation email, or click one of the following links: DHL or UPS.

If the day of delivery does not suit me can I ask for a change of the delivery date?

The parcel service will try to reach you three times in order to deliver your purchase. If they cannot find you, they will try to contact you by phone in order to arrange another day of delivery. If the scheduled day of delivery does not suit you, you can also contact us or the transport company to arrange another day of delivery.

What should I do if the carpet is damaged on arrival?

We always pack in our carpets very carefully and thoroughly to avoid any possible damage caused during the delivery. For this reason no damage has been mentioned from our clients so far.
If the damage however should be a result of transportation contact the local parcel service and then inform us by telephone at 0030 2310481489 or via e-mail at the address info@carpetu2.com.

Can I return a carpet bought in your online shop?

Yes, you can return it within 14 days from the day of the delivery.

What is the procedure to send the carpet back and get a refund?

Contact us via telephone at 0030 2310481489, or via fax at 0030 2310302600, or via e-mail at the address info@carpetu2.com within the next 14 days from the delivery and let us know that you would like to return the carpet.

• Returns from countries in the EU

In case you want to exchange the carpet with another from our online collection the return of your carpet is free. However, if you cannot find a carpet to make the exchange, you will unfortunately be partly charged with the expenses of the return. In this case the amount of the shipping costs that have to be paid by you depend on the weight of your carpet. For returns from countries within the EU the costs are between 40 and 45 euro (depending on the weight of your carpet). For returns within Greece the return costs are approximately 10 euros. We will then send you a return label and give you all the necessary information and instructions by e-mail. Please pack the carpet in a way as similar as possible to the original packaging. Of course, if you like, you can also choose yourself the transport company for the return. The costs will be in this case carried by you.

• Returns from countries outside the EU

In case of a return from a country outside the EU, you will be charged with any possible custom taxes for the return. Furthermore, for returns outside the EU we can not organise the return through the courrier company that we collaborate with, but our Customer Service can certainly help you with the organization of the return.

Once the product has arrived at our store and been checked for its condition, you will get a 100% refund of your order. The total amount will be returned to you (through PayPal or through bank transfer) within the next 20 weekdays.

How can I clean my carpet using a vacuum cleaner?

First turn the carpet on its back and tread on it so that the dust does not settle deep within the pile. A handmade carpet should not be beaten with a rod, because otherwise there is a risk of breaking the knots and the weft or even the warp where the knots are tied. Then turn it again on its front side and use the vacuum cleaner. Do not apply pressure or rub forcefully against the pile. Always wipe in the direction of the pile and not against it.

How can I clean my carpet using water?

Move the handmade carpet to your balcony or the roof of your house and leave it there for about an hour so that sun shines on its back side. In this way moisture and dust that has been collected through time in the pile’s roots is removed. Clean your carpet with a vacuum cleaner as described previously.

Use a solution of wool clothing detergent or even better hair shampoo and lukewarm water. Mix the solution well in a basin until it foams. Using a well-wrung sponge dipped in this solution wipe the carpet little by little always in the direction of the pile. After this process the colours regain their natural shine.

How can I store my carpet?

Quality handmade carpets consist of natural fibers, so they should be able to breathe. Naphthalene is used in the storage space and not in the carpet itself. Carpets are rolled in the direction of the pile in a cotton or linen cloth (e.g. a bed sheet) and stored in a dry place.