How can we help you?

Shipment, delivery and returns

• How much are the shipping costs?

  We offer free shipping and free returns within the United Kingdom for orders of £240 or more.

  For orders below £240, the applicable shipping and return costs will be displayed automatically during checkout before you place your order.

  All available shipping options and costs are calculated based on your delivery address and shown transparently in the shopping cart, so you always know the total cost before completing your purchase.

• How long does delivery take?

  All rugs shown on our website are in stock and available for delivery unless otherwise stated. Delivery within the United Kingdom and EU usually takes between 2 - 5 working days, and orders to other parts of the world 2 - 8 days.

• How are the rugs at Nain Trading prepared for shipping?

  Before dispatch, our rugs are either rolled (runners) or folded. They are then wrapped securely in protective film, packed in our own double-walled boxes and collected by our delivery partner.

• I don't like the rug after all, can I return it?

  As our aim is for our customers to find the right rug, you can return any rug to us if you do not like it. In addition to the statutory 14-day right of withdrawal, at Nain Trading you also receive a voluntary 31-day return policy. A rug is a long-term investment, and we therefore believe that you should be given enough time to decide.
  More detailed information about the right of withdrawal can be found in our Terms and Conditions.

• What should be noted when making a return?

  If you would like to return a rug to us, please contact us personally by calling us on Tel.: +44 20 7664 4565 or sending an email to [email protected]. We will then send you a parcel label or arrange for the shipment to be collected from your address.

  Alternatively, you can also manage your order here and request a return label within 31 days.

• Is the return free for me?

  Returns arranged through Nain Trading are free of charge for customers within the United Kingdom and the European Union. All return instructions as well as the return shipping label will be conveniently sent to you by email.

  Further information can be found here.

• My rug was damaged during delivery, what should I do now?

  In the rare event that the rug is damaged during delivery, please point out any damage to the carrier immediately upon receipt and ask for the damage to be documented. Afterwards, please contact us directly on Tel.: +44 20 7664 4565 or by email at [email protected]. We will then discuss the next steps with you.

• I no longer have the original packaging, how should I pack my rug for a return?

  Please use equivalent protective packaging to protect the rug during transport.

• When will I receive my refund for a return?

  Returning goods should be quick and hassle-free. Once your return has been collected, it usually takes 3 - 4 working days to arrive at our warehouse. As soon as we receive returns, they are disinfected and our qualified warehouse staff then check whether the rug has been returned in the same condition in which we sent it. Once the return process has been completed, we will send a confirmation to your email address. The refund is usually made to your account within 1 - 3 banking working days after receipt of the confirmation, depending on how you paid for your order. If you selected Klarna invoice as your payment method, we recommend that you contact Klarna and report your return so that you do not have to make the payment.

• How will my order be delivered?

  Depending on your location and the size and weight of the parcel, the courier companies used to deliver the order may vary. The shipping options available for your order will be shown at checkout.
  Once your rug has been dispatched from the warehouse, you will receive an email with a tracking number and information about the estimated delivery time. The delivery company will contact you to arrange a delivery date.

• What is the returns policy?

  We want you to be able to inspect your new rug at home at your leisure. That is why we offer you a 31-day return policy.

  If you are not satisfied with your rug, you can register a return within the applicable return period. You can find the exact conditions and information about any possible return costs in our return policy.

  To arrange a return, please use our returns portal or contact our customer service team. Once your return has been registered, you will receive all the necessary information about the next steps in the return process.

  If possible, please keep the original packaging until you have made your final decision about the rug. This helps ensure safe return transport.

  As soon as we have received and checked the returned item, the refund will be issued via the payment method originally used. Processing times may vary depending on the payment method and bank.

  Further information on withdrawal, returns and refunds can be found in our return policy and Terms & Conditions.

• How can I make a return?

  If you would like to return your rug, you can register the return within 31 days of receiving the goods. You can find the exact conditions in our return policy.

  There are several ways to register your return:

  • Via our Order and Returns Portal
  • By email to our customer service team
  • Via our contact form

  Once we have received your request, you will receive all further information about the return process. Depending on the delivery country and the reason for the return, we will inform you about the next steps and the available return options.

  If possible, please pack the rug carefully to avoid transport damage during the return. Ideally, keep the original packaging until the end of the return period.

  As soon as we have received the return, the rug will be inspected. The refund will then be issued in accordance with our return policy using the original payment method.

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