Here you will find answers to the most frequently asked questions.
You can jump directly to the respective topic area via the following links:
Order and delivery
When can I expect a parcel number?
As soon as the shipment arrives at GLS, you will receive an email from us with the tracking of your order.
Please also check your spam folder if you do not see the mail in your inbox and add service@teppichcenter24.de to your contacts to make sure our mails reach you.
Why have I only received part of the order?
Some orders have to be divided into several partial deliveries due to the number or weight of the individual items.
Depending on the process, it may happen that the individual deliveries do not reach you at the same time.
What does the order status "Data capture" or "Data transmitted" mean?
We have already handed over the goods to GLS. However, GLS does not scan them when they are accepted at our location, but when they are further processed at the GLS parcel center. A shipment in the status "data capture" or "data transmitted" has not yet been scanned or has not been scanned correctly at the parcel center. The parcels are scanned again when they are loaded into the delivery vehicle and can be tracked from then on at the latest.
Where is my order?
After your purchase, you will receive a confirmation email from us with a tracking link. You will find a link inside to track your order as soon as it is ready for shipment.
You can check the status of your order at any time.
If you don't find the email in your inbox, check your spam folder and add service@teppichcenter24.de to your contacts. This way you can be sure that our mails reach you.
It always takes some time until GLS passes the data to us and you can see your exact delivery date. If your order has the status "data collection" or "data transmitted", your package has already left our warehouse and is being processed at GLS. You can read more about this in the section "What does the order status "Data capture" or "Data transmitted" mean?
Returns and refunds
I would like to cancel my order.
As soon as the payment arrives in our system, your order will already be released for shipment. Depending on the payment method, especially Paypal, this can happen within a very short time.
Unfortunately, the order can no longer be stopped from this point on.
In this case, we recommend that you refuse to accept the package. GLS will then return the shipment directly to us.
As soon as we have received the return, we will refund the purchase price.
How long is the refund policy?
You can return your order up to 60 days after receipt.
How can I return my order?
Please log in to our webshop with your customer and order number to return your order free of charge. You will find your customer and order number on your invoice. You can also register without a customer account.
https://www.teppichcenter24.de/en/returns
Select the items and if necessary the quantity you would like to return. You will then either receive a return slip by e-mail or you can organize the pickup on your desired date.
If it is about an exchange, we need a short feedback.
When will I get a refund?
As soon as we have received and checked your return, we will refund you the purchase amount immediately. Depending on the payment method, it can take up to five business days after verification until the amount is credited to your account.
Customer service in general
Why don't I get a direct reply to my messages?
Due to more orders than usual and at the same time staff absences due to illness, the processing times are unfortunately currently somewhat longer.
Nevertheless, we ask you to refrain from additional comments or mails. We see all your messages.
This does not make for faster processing, but on the contrary for additional clicks until your actual message.
Please bear with us if you do not receive an answer within 5 minutes. Everyone gets an answer as soon as possible.
What is the best way to contact you?
You can always send us an email to service@teppichcenter24.de.
As mentioned above, we ask you to refrain from further mails, as they increase the processing time. We see all your messages.
You can also reach us on our social media channels Instagram and Facebook during our service hours via direct message/messenger.