How can we help you?

FAQ

• What general information should I keep in mind regarding my new carpet?

  Our carpets are either rolled up or folded upon delivery and can be directly used after the arrival of the packet. Possible folding or lines on the surface of the carpet will disappear with time. At the beginning it is normal for the new carpets to shed some fibres. The excess wool gets unhinged through the use of the carpet, this is absolutely normal and no reason for concern. Repeated vacuuming usually stops this process. If you have bought a thinner carpet, it is advisable to buy an anti-slip-pad beneath, so that your carpet doesn’t get out of place.

• Do you have a showroom or a shop where I can view the carpets before buying?

  We are an online shop and our entire carpet selection is pictured online. We reproduce all products as faithfully as possible to show you the colours and quality in the best possible way. In exceptional cases, exclusive carpets can be viewed on site in our Hamburg showroom by appointment. Please make an appointment with our customer service at least 48 hours in advance.
  Appointments can be made daily by e-mail to [email protected] or by telephone on +44 20 3289 2834
  If you like the carpet, you can take it with you directly.

• How does the ordering process work with Nain Trading?

  When you have found a suitable carpet in our online shop, you can add it directly on the product detail page via the "Add to shopping cart" button (put it in the virtual shopping cart). Your view will now automatically change to your shopping cart and show you the selected product. You can now look for more carpets via the "Back to shop" button or carry out the next step of your order via "Continue to order".
  In the next step, please enter your shipping address and contact details. Afterwards, please click on the "Continue" button and follow the instructions listed in the further order process. You will receive all order details directly by e-mail after completing the order.

• Can I cancel or change an order?

  Yes, there is an option to cancel an order as long as we haven't started preparing your order for shipment.
  Because we strive for fast deliveries, this process usually begins after your order has been registered. Therefore we cannot guarantee that we can cancel your order, we will of course do everything we can to help you.
  You can add and remove items from your shopping cart if you have not yet completed your order at checkout. If you wish to cancel an order that has already been placed, please contact us either by telephone at +44 20 3289 2834 or by email at [email protected].
  We will then take your order back.

• Which methods of payment does Nain Trading accept?

  We accept a number of payment methods. We offer the following payment methods: Credit Card, PayPal and bank transfer. More information regarding the different methods of payment can be found here.

• How much are the shipping costs?

  Within the EU, we offer free delivery and free return shipping. Above a certain order value, free shipping also applies to countries outside the EU. The shipping costs for your carpet are automatically displayed in the shopping cart after you have entered your country.

• How long does the delivery of a carpet take?

  Delivery within the EU and countries close to the EU usually takes 1 to 4 working days. Outside the EU, it may take longer.

• Is the return free of charge for me?

  A return shipment ordered via Nain Trading is free of charge for customers within the EU. You will receive all information and a return shipping label by email.
  Information on return shipping costs for other countries outside the EU can be found here.