FREQUENTLY ASKED QUESTIONS


Information about carpets



How often should I wash my carpets ?

It is usually recommended that you cleaning a carpet every day with a broom or vacuum cleaner. Once or twice a year you can give it to professional cleaners to do a deep and thorough washing.


What should I do if my carpet gets stained?

First of all try to absorb the stain with a lightly damp cloth or sponge.

In any case you can visit our  carpets cleaning tips to see what you can do specifically for each kind of stain.


Why do carpets have different pile thickness?

Depending on the quality of the carpet they have different thicknesses. It does not necessarily mean that a thicker carpet is better. Some very fine carpets have a very thin pile due to the high quality of the wool and high density of the knots. Other times there are Shaggy carpets that purposely have very thick piles to enchance the softness.


Why does my carpets have some fold marks?

When we ship a large carpet we usually fold it to reduce the size so that the shipping company will accept the delivery of the parcel. Once you open the carpet and lay it out on the floor the creases will eventually disapper without any further intervention. The normal usage and walking on the carpet will flatten the creases and make them disappear.


Is it necessary to put an underlay or under padding?

It is not strictly necessary. A lot of competitiors want to sell you something extra so they stress the fact that you need some underpadding. If the carpet is genuine and  strong it is absolutely not necessary and it will not affect the durability. If the carpet is soft and light it is usually recommended only to prevent slipping.


How come some carpets have fringes and some don’t?

It is merely an aesthetic choice. Fringes are actually extentions of the warp threads. Some weavers, specially those who produce hand knotted carpets traditionally leave the fringes attached to the carpets. Instead, most modern carpets are without fringes. Some carpets even have embroidery on the fringes.


Why does my carpet have some small imperfections?

Handwoven carpets are artistic artefacts. Small imperfections testify that the carpet is totally made by hand. Actually these imperfections give the carpets a more natural and characteristic look. Even in modern machine made carpets sometimes these imperfections are artificially recreated to give the carpet a more natural look and feel.


How come the colours on my carpet are not even and sometimes have  slightly varying shades?

These shades are called ABRUSH and they depend on the varying degrees with which the threads have been dyed. Specially in tribal carpets and in many hand woven traditional carpets the wool, silk or cotton are dyed in open vats. Due to the traditional method of dyeing the color are not applied evenly on the threads and you can get this varying shades effect. In modern carpets this effect is even recreated purposely because it gives a much more natural look and makes the carpet more beautiful.

Other times this effect comes about in antique carpets for the same reason as with ageing wood in antique furniture. The wool changes colour and nuances develop over long periods of time.



I have just bought a carpet but when I received it I noticed the color was slightly different from the photo on the website. How come?

We do our best to replicate the exact colors of the carpets. We use the best equipment with state of the art technology and Swiss made lights and latest model cameras. We don’t manipulate or try to enhance the photos on Photoshop and we just use it to clip the photos to the correct size for viewing. Nevertheless each time you view a photo on a computer the colors change depending on the type of screen you are using and the color settings (saturation, temperature, brightness, contrast etc. etc.) of each monitor.


Purchasing


I can purchase a carpet directly, do you maybe ha a store or a shoowroom?

Our company is based in Milan since 1963 and is one of the major wholesale suppliers to department stores and upmarket specialty online carpets shops all over Europe. This website is actually the only way for direct sales at wholesale prices to the general public. Nevertheless if you are interested in any important carpet or rug you are free to call us to fix an appointment in the warehouse where you can see thousands of carpets in the 100000 sq.ft. warehouse in the outskirts of Milan. You would be most welcome and you can even take some time off to go for some sightseeing.


Do you have a catalogue for your carpets?

No, we don’t have any catalogue on account of the fact that all our online carpets can be viewed on our web site. Furthermore, our collection is continuously expanding and having all our carpets on the website is the easiest way for us to keep our customers as much up-to-date as possible, supplying lots of new information more accurately.


How do I search and purchase a carpet on your web site?

That’s very easy. You can use the menu on the left-hand side of the home page, which classifies carpets depending on quality, or the user-friendly filters, which allow you to select only the carpet you are interested in. Once you have found the carpet you were looking for, simply place it in your shopping cart and then follow the step-by-step instructions to purchase the product. You can choose the payment modality you prefer following the instructions supplied.


Can I borrow a carpet to see if it fits in my home?

Unfortunately, it is not possible to borrow a carpet, but you have the opportunity to purchase a carpet and try it at home. You then have the possibility to return it in case you don’t like it, within 30 days, only paying the return shipping costs.


Payments and security


How secure are the transactions on your web site?

The transactions on our web site are very secure. All payments are made on a safe encrypted connection to guarantee the maximum security and to protect and prevent our clients from fraud. All payments are done through PayPal system, which delivers higher security. You also have the opportunity to pay by bank transfer


Orders


How can I view my orders?

Once you purchase, our customer service will send you the tacking number, with which you can track the progress of your shipment directly from the website of FedEx. For any question or verification, please contact our customer service.


How can I change my order?

If you want to change an order then send us an e-mail to info[at]carpeteden.com and tell us what carpet you would like instead of the one ordered. Please bear in mind that we can only change orders that have not been sent out. Please do not hesitate to contact our customer service for any further information.


Shipping and deliveries


How much does the shipping cost?

Shipping is always free in EU, regardless of how many carpets you purchase.

How long does the shipping take?

The normal delivery time may vary from 24 hours to 5 business days within the EU.


Do I need to be home to receive my carpet?

Yes, you or someone needs to be home when the delivery arrives. However, if delivering to your home is inconvenient, you can contact FedEx for further information about the delivery-time or change to another address.


Returned carpets


Can I return the carpet if I don’t like it?

Yes, you can. You have a 30 day money back guarantee. We will charge you for the return shipping costs. To find more about this please see our Terms and Conditions.


How do I make a return?

To make a return you have to personally contact us either by e-mail at info@carpeteden.com or by phone +39 02 8494 3934 and let us know that you want to make a return. We will then send you all the instructions on how to deal with your return.


What do I have to do if my carpet is damaged on arrival?

If your carpet is damaged on arrival we kindly ask you to contact the courier customer service and report the damage to them. Then let us know immediately by contacting us at info@carpeteden.com or by phone +39 02 84943934  -02 84943918  .


How do you package the carpets?

All our online carpets are folded and then packed inside a thick plastic wrapping. Each end is then sealed to prevent any damage during transportation. Furthermore, we use transparent plastic wrappings to allow you to see your carpet as soon as you receive it.


Carpet information


How do I distinguish between hand woven and machine made carpets?

We offer both kinds and generally hand knotted (woven) carpets are a little more expensive. You can tell the difference because hand woven carpets are more soft and pliable. The warp and weft are usually a little uneven whereas machine made carpets have a more ’perfect’ and rigid back. Sometimes you can tell Tufted carpets from hand woven ones from the fact that they have a cotton cloth covering the whole back surface. As mentioned before hand woven/ hand knotted carpets present small imperfections that testify to the artisanship of the product and truly make them one of a kind.


Who will guarantee that the carpet I am buying is truly hand made?

We offer full guarantee with full return and refund policy if you are not satisfied. No questions asked. You are free to take the carpets to any expert or professional appraiser to check the quality and make of each carpet. We have the backing of one of the oldest and largest wholesalers and manufacturers in Europe. Our goal is to acquire the confidence of our customers for a long term relationship and we are here to stay!


I have floor heating in my house. Can I decorate my living room with a carpet?

In this case we recommend geniune woolen hand woven / hand knotted carpets with cotton or wool warp and weft. These natural fibers will not be affected. Other machine made carpets made with artificial fibers could get warped over time.


I need to put a carpets in the foyer in front of the entrance door of my house. Which kind of carpets do you recommend?

No problem. A carpet with a slightly thicker pile may be better for such a situation. In any case a high density carpet will not be affected. Higher densities generally make for sturdier carpets. Tribal carpets also do a great job because of they durability.


I have to put a carpet under a large and heavy dining  table. Will it get ruined?

Good quality carpets will not be affected. If you want to be extra careful we recommend that you interpose small round (preferably tranparent) plastic or wooden cylinders under the legs of the table so that the weight will be distributed over a slightly wider area.


How can I prevent my carpets  from being damaged by moths?

With the normal daily usage carpets will never be attacked by moths. Usually carpets that are stored away and rolled in dark cupboards where there is no lighting can get damaged this way. But carpets that are walked on daily and are lying flat on the floor should’nt have any problem. If you want to store a carpet away always apply a moth repellant product before folding.