FAQ
Once an order has been processed and dispatched from our warehouse and you have received a dispatch confirmation, cancellation is unfortunately no longer possible. As our team endeavours to process deliveries as quickly as possible, your order will be processed as soon as it is received.
However, if your order has not yet been processed and dispatched, cancellation is possible. In this case, please initiate a return by using the link in your order confirmation. If the cancellation is successful via the order confirmation, please contact us at info@jakobson-carpets.com stating your order number to arrange the refund, as this is not automatic.
Please note that returns are free of charge. If the order is already on its way to you, you will not incur any additional costs. You have the option of creating a return label via the link in the order or dispatch confirmation or refusing the parcel on delivery. However, it is not possible to interrupt despatch.
Yes, that is possible. At Jakobson Carpets, we offer delivery to almost all European countries and worldwide to make it as easy as possible for our customers to access our products. Simply select the desired destination country to which the carpet is to be delivered at the checkout.
Changes to your order are possible as long as the order process on our website has not yet been completed. As it is very important to us that you receive your goods quickly, we start preparing and dispatching your order shortly after we receive it. If you have forgotten an item, we recommend that you place an additional order.
Please make sure that the voucher code is applicable to the items in your shopping basket and that the expiry date has not yet passed.
If you already know which rug or rug style you are looking for, you can enter it in the search bar at the top of your screen or browse through our categories. You have the option to search by rug style, name or origin. To narrow down your search further, you can use our filters to adjust the colour, size, shape and other features, or sort the items by price or relevance.
Once you have found the rug you want in our online shop, simply add it to your basket by clicking the ‘Add to basket’ button on the product detail page. Your view will then automatically switch to your shopping basket, where the selected product will be displayed. From there, you can either browse through more rugs using the ‘Continue shopping’ button or click the ‘Proceed to checkout’ button to move on to the next step of your order.
In the next step, you have the option of creating a customer account or selecting the ‘Do not create a customer account’ button. Enter your shipping address and contact details and click on ‘Continue’. Then follow the further instructions in the order process. After completing the order, you will receive all order details directly by e-mail.
All rugs displayed on our website are in stock and ready for delivery unless otherwise stated. Delivery time within the EU is usually 2 to 5 working days, while orders to other parts of the world take around 3 to 7 days. Our warehouse is located in Hamburg, Germany.
We offer free shipping and returns within the EU. For an additional fee, you can choose additional shipping options such as express delivery or cash on delivery. Detailed prices and shipping options can be found at checkout.
For more information about shipping please click here.
We deliver directly to your doorstep free of charge! Depending on your place of residence and the size and weight of the parcel, different shipping service providers may be responsible for delivery.
Once your rug has been dispatched, you will receive an email with a tracking number and information on the estimated delivery time. The delivery service will contact you to arrange a suitable delivery date.
Our carpets are packed in accordance with the transport standards of the haulage companies. Depending on the size, the rugs are either folded or rolled up and wrapped in a robust, protective plastic bag. Larger rugs are also packed in cardboard packaging to ensure that they arrive undamaged.
As soon as your order leaves our warehouse, you will receive a dispatch confirmation email containing your tracking number and all relevant delivery information.
You can use this tracking number to track the status of your delivery on the delivery service's website.
You can also view the tracking information in your customer account on our website.
If transport damage is discovered during delivery, please inform the delivery service immediately so that the damage can be documented.
Please take some photos of the damage and send them together with a damage report by e-mail to us at info@jakobson-carpets.com.
Also check whether the carpet itself is damaged.
We attach great importance to ensuring that your rug fits perfectly in your home. That's why we offer free returns within the EU.
To initiate a return, please send an email to info@jakobson-carpets.com and include your order number. We will then send you all the necessary return information.
Want to know more about the returns process? Click here.
When returning the rug, please return it in the condition in which you received it. If the carpet was folded, please fold it again. If it was rolled up, please roll it up again. It is advisable to use the original packaging if possible. Alternatively, you can use thick plastic bags for packaging.
To ensure correct identification of the return, please attach the return label firmly to the outside of the packaging by fixing it with adhesive tape on all four sides. This will keep the label securely in place throughout the entire return process. Alternatively, you can have the parcel service scan the QR code we send you; no printer is required for this.
Pack the carpet in the original packaging and ensure that the parcel is carefully sealed to prevent damage during transport. If the original packaging is damaged, you can alternatively use a comparable material to pack the carpet securely.
Print out your return label and attach it to the parcel so that it is clearly visible. Alternatively, you can have the QR code scanned by the parcel deliverer or at the shop (this does not require a printer).
You have the option of either dropping the parcel off at a post office or arranging a collection.
Branch office
To find a post office near you, please click here. Take your parcel to the selected branch and hand it over to the staff there.
Collection
Contact UPS Customer Service by telephone on +49 069 66 40 50 60 to book your collection. The staff will help you to determine a suitable day and time. If you have any questions about collection or postal agents, UPS Customer Service will be happy to help.
Visit the UPS Customer Service website here.
Pack the carpet in the original packaging and ensure that the parcel is carefully sealed to prevent damage during transport. If the original packaging is damaged, you can alternatively use a comparable material to pack the carpet securely.
Print out your return label and attach it to the parcel so that it is clearly visible. Alternatively, you can have the QR code scanned by the parcel deliverer or at the shop (this does not require a printer).
You have the option of either dropping the parcel off at a post office or arranging a collection.
Branch office
To find a post office near you, please click here. Take your parcel to the selected branch and hand it over to the staff there.
Collection
To arrange a collection, please click here.
If you have any questions about collection or postal agents, DHL Customer Service will be happy to help.
Visit the DHL Customer Service website here.
Pack the carpet carefully in the original packaging and ensure that the parcel is securely closed to prevent damage during transport. If the original packaging is damaged, please use comparable material to pack the carpet.
Print out the return label and attach it to the parcel so that it is clearly visible.
Arrange a collection by using this link or by calling FedEx Customer Service on 01806 111 800. They will help you to arrange a suitable day and time for collection.
If you have any questions about the collection, please contact FedEx Customer Service.
Click here to visit the FedEx Customer Service website.
If you are not completely satisfied with your carpet purchase, you can return it within 31 days of receipt. To initiate the return process, please send us an e-mail to info@jakobson-carpets.com or call us on +49 40 605 73 227 and tell us your order number. You will then receive a pre-paid return label and all other necessary documents by e-mail.
At Jakobson Carpets, we cover all return shipping costs, so you will not incur any additional expenses when you return the rug to our warehouse.
Once the rug arrives at our warehouse, our team will thoroughly inspect it to ensure that it is in its original condition. Upon completion of the inspection and confirmation that the rug is in its original condition, a full refund of the order amount will be issued.
Our aim is to make the returns process as simple and straightforward as possible. If you have any questions or require further assistance, please do not hesitate to contact our customer service team.
The return process should be quick and uncomplicated. Once your return has been collected, it usually takes 2 to 4 working days for it to arrive at our warehouse. Once we have received the return, the carpet will be sanitised and checked for original condition by our qualified warehouse staff.
Once the return is complete, we will send a confirmation to your email address.
The refund will normally be credited to your account within 1 to 3 banking days of receiving the confirmation, depending on the payment method you have used. If you have chosen Klarna as your payment method, we recommend that you contact Klarna and report your return to avoid unnecessary expenses.
We offer the following payment options:
Credit cards (American Express, Dinners Club, Mastercard, Visa)
Paypal (pay later, payment by instalments, credit card)
Klarna (invoice, payment by instalments, Sofort)
Prepayment via bank transfer
The payment service providers offered may vary depending on the destination country.
To redeem your voucher or discount code, go to the shopping basket or checkout. There you will find a corresponding option under the heading ‘Voucher’.
The ‘Voucher’ field will appear at the bottom of the shopping basket. Alternatively, you can enter the code in the last section of the order overview at the checkout.
Enter the discount code in the field provided and click on the arrow. The discount will be automatically deducted from the total amount as soon as the code has been successfully applied.
No, this is not possible. Regardless of whether you have already paid for the purchase or not, you can inform us by emailing info@jakobson-carpets.com. We will cancel the purchase for you so that you have the option of reordering the product with the discount code.
1. select the desired items and proceed to checkout.
2. enter your card details on the payment page, including card number, expiry date and security code.
3. once you have entered your details, confirm the order by clicking on ‘Pay now’. Your payment will then be processed securely.
4. we may need to confirm your identity via two-factor authentication. In this case, you will receive a confirmation code by e-mail or SMS, which you must enter for verification.
5 After successful payment, we will send you an order confirmation and your items will be dispatched to the address provided.
To protect your transaction, we use encryption technologies such as SSL (Secure Sockets Layer) to protect your card details from unauthorised access during transmission.
The invoice for your order will be sent to you by e-mail as soon as it has been dispatched. You will also receive a printed invoice together with the goods. Alternatively, if you have paid via Klarna, you can also view and download your invoice directly in the Klarna app.
As soon as your goods have been dispatched from our warehouse, you will receive a dispatch confirmation. Shortly afterwards, Klarna will send the invoice to the email address you provided when you made your purchase. If you use the Klarna app, you can view your order there directly and conveniently download the invoice.
When paying online by credit card, an error message may appear for various reasons:
-Card not authorised for online or international transactions: Some credit cards are not authorised for online or international payments by default. In this case, you should contact your bank to check whether your card is authorised for these payments. If not, an alternative payment method may be required.
-Failed two-factor authentication: Two-factor authentication is an additional security measure that requires a second verification step, such as a code sent to your mobile phone. If this step is not completed correctly, the payment may fail. Make sure you follow the authentication instructions carefully and disable ad blockers if necessary, as these can block verification.
-Exceeding your credit limit: If you have reached or exceeded your credit limit, the payment will be declined. Check your credit limit before paying and use a different payment method if necessary.
-Incorrect credit card details: Make sure that all credit card details entered are correct. A small error, such as an incorrect card number or expiry date, can result in the payment being declined.
-Security measures: Sometimes security measures from your bank or credit card provider may block the payment, such as suspicious activity or restrictions on certain transactions. Contact your bank to clarify possible security issues.
-Expired credit card: If your credit card has expired, the payment will not be accepted. Update your credit card information or use a different card for the transaction.
All information about our carpets in the online shop has been compiled to the best of our knowledge and with the utmost technical precision. The sizes have been carefully measured and should only show minimal deviations. The weight is determined using a precise hanging scale. The knot density is an approximate estimate. The pictures are taken on site with a high-quality SLR camera and reproduce the colours and details of the carpets very well. The colours may vary depending on the direction of the pile, which corresponds to the natural characteristics of the rugs. Please note that the colours may differ from the actual colours due to the screen settings in terms of brightness and contrast.
An oriental carpet is basically made up of three main components: Warp, weft and pile. The warp and weft form the basic weave of the rug, while the pile represents the decorative pattern.
Depending on the type and origin of the carpet, these components can be made of different materials. The warp and weft threads are often made of cotton, while the pile is made of high-quality sheep's wool or silk. In carpets made entirely of silk, all parts are made of silk fibres.
The warp threads run lengthways along the carpet and often end in fringes at the edge, while the weft threads run crossways. The pile is created by incorporating knots at the intersections of the warp and weft threads and forms the visible surface of the rug.
The difference in value between two similar rugs is usually determined by the different knotting density of the knots, which is measured in knots per square metre. However, the knot density alone is not decisive for the value of an oriental rug.
Other important factors are the materials used, in particular the quality of the wool, as well as the proportion of silk in silk carpets. The workmanship and the aesthetic design of the pattern also play an important role. Overall, there are many different criteria that influence the value of a carpet.
Our carpets are dispatched either rolled up or folded and can be used immediately on arrival. Any creases will smooth themselves out over time. Initially, the rug may fluff a little more, which is caused by excess wool coming loose during use. This is completely normal and usually stops after a few vacuuming sessions. For thinner carpets, we recommend using an anti-slip underlay to prevent slipping.
Yes, all carpets in our range are suitable for use on floors with underfloor heating.
It is quite normal for a new carpet to fluff at first. This is due to excess material that has become trapped in the carpet after cutting and gradually falls out. This fluff should disappear within a few months with normal use and regular vacuuming.
The care of your carpet depends on the material. We recommend hiring a professional carpet cleaner instead of washing the carpet yourself. With the right care, you can minimise the need for frequent carpet cleaning.
You can find more details on how to care for your carpet here.
Newly produced carpets are categorised as ‘new’. If a carpet is not new, there is a possibility that it has had a previous owner. However, all used carpets are thoroughly cleaned and checked for defects before they are offered in our range.
Rugs that are labelled as 50-100 years old or older are considered antique. Such rugs are particularly valuable and rare, which accounts for their special value.
Our rugs are all unique and each piece is one of a kind. Use our search filter to find suitable alternatives. Our customer service team will also be happy to help you find a rug that meets your expectations.
No, the specified dimensions do not include the fringes. The length refers exclusively to the rug without the fringes.
When choosing the right carpet for your room, you should consider more than just your personal preferences. Rug size is crucial to the desired aesthetic and functionality. Therefore, take the time to measure the dimensions of the room and evaluate the overall impression.
A common mistake is choosing a rug that is too small and does not fill the room completely. This can affect the proportions of the room and make the furniture look unfavourable. A larger rug, on the other hand, can harmoniously frame the room and create a balanced overall picture.
The placement of the rug also influences the effect of the room. For example, laying a rug crosswise can visually stretch the room and give it a more balanced shape.
You can find more tips on choosing the ideal rug size here.
When positioning your sofa, make sure that the front legs are placed on a slightly larger rug that extends beyond the length of the sofa. This creates a harmonious look, especially if other pieces of furniture such as armchairs are also placed on the rug and the rug frames the furniture nicely.
Experiment with different sizes and lay out trial solutions to find the perfect fit for your living room. A small rug could detract from the overall look, so choose a larger option that will enhance the room.
Here are some useful tips for choosing a rug for any room:
-Choose the rug size according to the room size to achieve a balanced look.
-The rug should tie the room together and add texture.
-Consider the style and colours of your furniture to create a harmonious overall look.
-A large rug can visually enlarge the room and create a cosy atmosphere.
-Pay attention to the maintenance requirements of the rug to ensure its longevity.
For more information about the rug, please take a look at the specifications on the product page. There you will find details such as material, size, colour, care instructions and other important features of the rug.
Click here for information on the materials.
Click here to find out more about the provenances.
Klicken Sie hier, um Informationen über die Herkunftsländer zu erhalten.
When looking for a new carpet for a home with pets, there are some important factors to consider. Here are some helpful tips for choosing:
-Choose rugs made of durable, easy-care materials like cotton that are easy to clean.
-Choose colours that make pet hair less visible. Neutral colours or patterns that conceal hair loss are recommended.
-Favour carpets with a low pile or flat weave. These are easier to clean and are less likely to trap pet hair compared to high pile carpets.
You don't have to worry about the quality of your rug. Slight irregularities are completely normal with handmade rugs. As most of our rugs are not machine-made, they may have small variations, such as fringes of different lengths, a slightly different shape or colour nuances. These small ‘imperfections’ do not reduce the value of your rug, but rather emphasise the fact that you have purchased a truly unique piece.
To calculate the approximate number of knots per square metre in an oriental rug, you can use the following procedure:
1. select an area on the back of the rug and count the number of knots along a 1 cm line both horizontally and vertically.
2. multiply these two values to obtain the number of knots per 1 cm².
3. to calculate the number of knots per square metre, multiply this result by 10,000.
For a more precise calculation, you can also count the knots over a longer distance, e.g. 10 cm, and then multiply the result by 100. Note that the knot density is usually higher in the centre of the carpet than at the edge.
In a Nain carpet, the designation 12, 9, 6 or 4 La describes the fineness of the carpet based on the number of thread layers per warp thread. The number indicates how many pairs of threads are present in a row: The smaller the number, the finer the knotting quality of the rug. The word ‘La’ means ‘layer’ in Persian.
The fineness of a Nain carpet can be easily checked by counting the threads in a carpet fringe. A Nain rug with 9 La, for example, has 9 pairs of threads per fringe and an average knot density of around 400,000 to 600,000 knots per square metre. A carpet with 6 La has 6 pairs of threads per fringe and has a higher knot density of 850,000 to 1 million knots per square metre. The most exclusive Nain carpets, marked with 4 La, have only 2 pairs of threads and an exceptional knot density of over 1 million knots per square metre.
The fineness of Tabriz carpets is measured by the number of rows of knots per 7 cm length, also known as Raj. A Tabriz with a raj number of 35 has a knot density of around 300,000 knots per square metre. A carpet with 50 raj has a knot density of around 500,000 to 600,000 knots per square metre. Carpets of the 60 Raj quality have around 55 to 60 rows of knots, which corresponds to a knot density of around 750,000 to 900,000 knots per square metre. The highest quality, 70 Raj, is extremely rare and has a knot density of at least 1 million knots per square metre.
We are an online shop and offer our entire carpet selection digitally. We endeavour to reproduce all products as faithfully as possible in order to provide you with an accurate representation of colours and quality. In exceptional cases, exclusive rugs can be viewed in our Hamburg showroom by prior appointment.
Please make an appointment at least 24 hours in advance with our customer service. Appointments can be made daily by e-mail to info@jakobson-carpets.com or by telephone on +49 40 605 73 227. If you decide in favour of a carpet, you are welcome to take it with you directly.
Unlike most carpet dealers, Jakobson Carpets has its own weaving mills in Iran and Afghanistan. Our Persian, Kilim and Ziegler rugs are therefore imported directly from these weavers. Other carpet types also come directly from the countries of origin, such as India and Pakistan, where they are also sourced directly from the weavers. This guarantees that our rugs are authentic originals that do not pass through numerous intermediaries. Each rug comes with a certificate of authenticity and is characterised by its particularly high quality.
You can reach us by phone ( +49 40 605 73 227) from Monday to Saturday between 9:00 and 17:00.
Your data will be stored securely at Jakobson Carpets and will not be passed on to unauthorised third parties or used for advertising purposes without your consent. An exception to this is the newsletter, which you will only receive with your express consent and can unsubscribe from at any time. Your registration data is only required for the smooth processing of your order, delivery and any queries. Personal data will only be transmitted to the relevant logistics or payment service providers in the context of delivery or payment using the latest encryption technologies.
We always use the latest security standards in our online shop to ensure the protection of your data. We use the SSL (Secure Socket Layer) method for data transmission, which protects your personal information from unauthorised access at all times. This method is also used by leading financial service providers. At Jakobson Carpets, your credit card details are additionally protected by 3D Secure technology.