How can we help you?

Questions regarding your order and payment:

• How does the ordering process work at Nain Trading?

  If you have found a suitable rug in our online shop, you can add it directly on the product detail page using the "Add to basket" button (place it in the virtual shopping basket). Your view will then automatically switch to your basket and show you the selected product. You can now use the "Back to shop" button to look for more rugs or click "Proceed to checkout" to continue with the next step of your order.
  In the next step, please enter your delivery address and contact details. Then click the "Continue" button and follow the instructions shown during the rest of the checkout process. You will receive all order details directly by email once your order has been completed.

• Where can I view my orders?

  You can view all important details at any time in your order confirmation, which you will receive by email once your order has been successfully completed. We will also send you the tracking number for your rug by email. If you need any further details, please feel free to contact us by email or telephone, or view them using your order number here.

• Can I cancel or change an order?

  Yes, it is possible to cancel an order as long as we have not yet started preparing your order for dispatch.
  As we aim for fast delivery, this process usually begins once your order has been registered. Therefore, we cannot guarantee that we will be able to cancel your order, but we will of course do everything we can to help you.
  You can add items to your basket and remove them as long as you have not yet completed your order at checkout. If you would like to cancel an order you have already placed, please contact us either by phone on +44 20 7664 4565 or send us an email at [email protected].
  We will then cancel your order.

• Which payment methods does Nain Trading accept?

  We offer various payment methods for you to choose from freely.
  You can pay for your order using the following payment methods: Credit Card, PayPal, Klarna and bank transfer. Further information on the individual payment methods can be found here.

• How secure are these payment methods?

  We always use the latest security standards for our online shop to ensure your data is especially secure with us. We use the SSL (Secure Socket Layer) security standard for data transmission, which protects your personal data at all times from unauthorised access by third parties. This procedure is also used by major financial service providers. Credit card details at Nain Trading are protected using 3D Secure technology.

• Can I order a catalogue from you?

  Our selection of rugs is presented exclusively on our website. If you would like more detailed advice, please contact our customer service team at [email protected]

• Where can I find Nain Trading's bank account details?

  Once your order has been completed, you will automatically receive an order confirmation with all the information you need to make your bank transfer.

• I forgot to enter a discount code. How can I use it afterwards?

  We will be happy to apply the discount code manually to your order. If the discount code was valid, please send it together with your order number to our customer service team at [email protected].

• When will I receive my Klarna invoice?

  As soon as our warehouse has dispatched your goods, you will receive a delivery confirmation from us. Shortly afterwards, the invoice will be sent by Klarna to the email address you provided at the time of purchase. If you have the Klarna app, you can view your order directly in the app and download the invoice.

• Where can I find my invoice/receipt?

  All receipts and invoices are sent together with your shipping confirmation. If you have any questions about your invoice, please contact our customer service team at [email protected]

• Which reference number or payment reference should be entered on the bank transfer form?

  Please enter your order number as the reference. You can find your order number in the order confirmation.

• My voucher code isn’t working, why is that?

  Please check that the voucher code is valid for the items in your basket and that the expiry date has not passed. Occasionally, discounted items cannot be used in combination with a voucher code. If you have any questions, please contact our customer service team.

• Why was my credit card payment declined?

  If a credit card payment cannot be processed successfully, this is usually due to a security check or the card details. In most cases, the problem can be resolved quickly.

  Common reasons for a declined credit card payment are:

  • 3D Secure authentication not completed: Many banks require an additional security confirmation via app, SMS or TAN procedure. If this step is not completed successfully, the payment cannot be processed.
  • Incorrect card details: Please check the card number, expiry date and security code (CVC/CVV). Even small input errors can lead to the payment being declined.
  • Credit card not enabled for online or international transactions: Some banks restrict online payments or international purchases for security reasons. If necessary, please contact your bank.
  • Credit limit or available balance reached: If the available card limit has been used up, the transaction cannot be completed.
  • Security check by your bank: Banks may automatically block payments if they are classified as unusual or suspicious. In this case, a quick check with your credit card provider will usually help.
  • Expired credit card: Please check whether your credit card is still valid and whether the stored expiry date has been entered correctly.

  If your payment still does not work, we recommend choosing an alternative payment method or contacting our customer service team. We will be happy to help you complete your order successfully.

• How can I pay by credit card or debit card?

  Paying by credit card or debit card is simple, quick and secure. We accept the major credit and debit cards and use modern security standards to protect your payment details as effectively as possible.

  How payment works:

  1. Add your chosen rug to the basket and proceed to checkout.
  2. Select “Credit Card” or “Debit Card” as your payment method at checkout.
  3. Enter your card details after the order summary page, including the card number, expiry date and security code (CVC/CVV).
  4. Confirm the payment. Depending on your bank, an additional security check (3D Secure) may be required, for example via a banking app, SMS TAN or a confirmation code.
  5. Once payment has been completed successfully, you will receive an order confirmation by email and we will begin processing your order.

  To protect your data, all payment information is transmitted in encrypted form. Your card details are processed in accordance with current security standards.

  If your payment is unsuccessful, please check your card details, your available card limit and any security approvals required by your bank for online or international payments.

  If you have any questions about your payment or need assistance, our customer service team will be happy to help.

• How can I unsubscribe from the newsletter?

  You can unsubscribe from our newsletter at any time in just a few clicks. Simply use the unsubscribe link included at the end of every one of our newsletter emails.

  Once you click the unsubscribe link, your email address will be automatically removed from our newsletter mailing list. You will then no longer receive any newsletters, offers or information from us by email.

  Please note that in some cases it may take a few hours for your unsubscription to be processed. As a result, emails that have already been scheduled may still be delivered.

  If you have any problems unsubscribing or continue to receive newsletters, please contact our customer service team. We will be happy to help.