How can we help you?

Questions regarding your order and payment:

• How does the ordering process work with Nain Trading?

  When you have found a suitable carpet in our online shop, you can add it directly on the product detail page via the "Add to shopping cart" button (put it in the virtual shopping cart). Your view will now automatically change to your shopping cart and show you the selected product. You can now look for more carpets via the "Back to shop" button or carry out the next step of your order via "Continue to order".
  In the next step, please enter your shipping address and contact details. Afterwards, please click on the "Continue" button and follow the instructions listed in the further order process. You will receive all order details directly by e-mail after completing the order.

• Where can I display my purchase order?

  In your order confirmation, which you will receive by e-mail after successfully completing your order, you can view all important details at any time. We will also send you the tracking number of your carpet by e-mail. You are welcome to ask us for further details by e-mail or telephone, or you can view them using your order number here.

• Can I cancel or change an order?

  Yes, there is an option to cancel an order as long as we haven't started preparing your order for shipment.
  Because we strive for fast deliveries, this process usually begins after your order has been registered. Therefore we cannot guarantee that we can cancel your order, we will of course do everything we can to help you.
  You can add and remove items from your shopping cart if you have not yet completed your order at checkout. If you wish to cancel an order that has already been placed, please contact us either by telephone at +44 20 7664 4565 or by email at [email protected].
  We will then take your order back.

• Which methods of payment does Nain Trading accept?

  We accept a number of payment methods. We offer the following payment methods: Credit Card, PayPal and bank transfer. More information regarding the different methods of payment can be found here.

• How save are these payment methods?

  We use the latest security standards for our online shop at all times so that your data is particularly safe with us. We use the SSL (Secure Socket Layer) security standard for data transfers, which protects your personal data from access by unauthorised third parties at all times. This procedure is also used by the major financial service providers. Credit card data is protected at Nain Trading via 3D Secure technology.

• Can I order a catalogue from you?

  Our selection of rugs is only presented on our website. If you would like more detailed advice, please contact our customer service [email protected]

• Where can I find the NainTrading bank account?

  On completion of your order, you will automatically receive an order confirmation with all the information you need for your transfer.

• I forgot to enter a discount code. How can I use it afterwards?

  We will be happy to manually apply the discount code to your order. If the discount code was valid, please send it together with your order number to our customer service [email protected] .

• When will I receive my Klarna invoice?

  As soon as our warehouse has dispatched your goods, you will receive a delivery confirmation from us. Shortly afterwards, the invoice will be sent by Klarna to the email address you provided at the time of purchase. If you have the Klarna app, you can see your order directly in the app and download the invoice.

• Where can I find my invoice/receipt?

  All receipts and invoices will be sent with your shipping confirmation. If you have any questions about your invoice, please contact our customer service [email protected]

• Which reference number or intended use must be entered in the transfer form?

  Please quote your order number as a reference. You will find your order number in the order confirmation.

• My voucher code does not work, what is the reason?

  Please check that the voucher code is valid for the items in your basket and that the expiry date has not passed. Occasionally, reduced merchandise is not applicable in combination with a voucher code. If you have any questions, please contact our customer service.