How can we help you?

You can cancel your order as long as it has not yet been processed or shipped.

Once your order has been dispatched, shipping can no longer be stopped. In this case, you can return the item after receiving it.

Within the EU, delivery usually takes 2 to 5 business days.

For deliveries outside Europe, shipping usually takes around 3 to 7 business days.

Shipping and return shipping within the EU are free of charge.

Additional options such as express shipping may be selected at checkout, subject to availability.

Once your order has been shipped, you will receive a shipping confirmation by email with a tracking number.

You can use this number to check the current delivery status directly with the relevant carrier.

You can return your rug within 31 days of receiving it.

To arrange a return, please contact customer service by email or phone and provide your order number. You will then receive all the necessary return documents.

Once your return has been received, the rug will be inspected.

The refund is then usually issued within 1 to 3 business days, depending on the payment method used.

Your invoice will be sent to you by email once your order has been shipped.

If you paid with Klarna, you can also view your invoice in the Klarna app.

Yes, the rugs in our collection are generally suitable for underfloor heating.

Regular vacuuming and gentle care will help keep your rug looking beautiful for years to come.

For a thorough clean, we recommend professional rug cleaning, especially for high-quality or handmade rugs.

Jakobson Carpets is primarily an online store.

In exceptional cases, exclusive rugs can be viewed at our Hamburg showroom by prior appointment.