FAQ

First, you choose your desired design, customize the size and edging, and add the rug to your cart. After completing the ordering process and receiving your payment, your design is prepared, checked, and released for production. As soon as a production slot is available, your rug will be produced and shipped directly to you. You will be informed about the most important steps via email.

Due to production, there may be slight deviations. We work with a tolerance of approx. ± 3 %.

As long as no payment has been made (for prepayment), the order can be changed. After receipt of payment, the production is prepared and changes are unfortunately no longer possible.

You can select the color of the edging yourself. Many customers match it to the design, others deliberately create contrasts. You will find several options to choose from – the decision is entirely yours.

This is generally possible. However, we recommend purchasing through our online shop, as all configurations are processed and documented technically precisely.

Currently not. For larger projects, samples can be provided upon request. Alternatively, you can order a small format (e.g. 50 × 50 cm) as a test piece.

No, at Artacarpa we focus on maximum flexibility – each rug is individually made to your measurements.

The price depends on the selected quality and is calculated based on the square meter price, which is immediately visible. Once you enter your dimensions, the shop will automatically show you the exact price.

The available quality levels allow dimensions from a minimum of 50 × 50 cm to a maximum of 400 × 1000 cm (4 × 10 m). Within this range, you can choose any individual size.

Yes, regularly. New designs are created both through seasonal inspirations and current trends and yes, just for fun too :).

You can use our filters by color, style, and theme or browse specifically in the category areas – e.g. “Living Room,” “Autumn,” or “Minimalism.” This way, you can quickly find designs that suit your interior style.

Not yet, but we are working on limited series in cooperation with designers.

As of 01.07.2025, 1162 designs are available for you to choose from in the shop. The trend is rising, and our range is continuously being expanded.

Yes, we are also happy to offer custom designs. There is currently no fully standardized process for this, but if you have a clear idea, we will find a way together.

To avoid unnecessary requests: The price for a custom design usually ranges between €50 and €500, depending on complexity and effort. Future usage also plays a role here. For example, whether the design should remain reserved exclusively for you, or if it may later be used in the shop as well.

If you are interested in your own carpet design, please send us a short description of your idea. We will then get back to you with an assessment and all further information.

The representation of colors on a screen depends on many factors – including device type, brightness, contrast, color profile, and calibration. Additionally, colors on textiles generally appear different than on a lit display.

At Artacarpa we place great importance on color accuracy: For color-reduced designs, we have carefully selected each color manually based on defined color systems such as RAL. Any sample produced is our only binding reference; all other information about colors are an approximation.

Please note: The screen display is for orientation purposes only. It is not a color-binding template and can, for technical reasons, never serve as a reference for the finished rug.

Level 1: is durable and easy to maintain for heavily used spaces.  
Level 2: offers a particularly soft, comfortable version for living areas.  
Level 3: is our premium quality – with exclusive printing and fine material selection for the highest demands.

Level 1: ideal for high-traffic areas such as entrances, offices, or kitchens  
Level 2: recommended for living and sleeping areas  
Level 3: for exclusive, luxurious room concepts or representative spaces

Level 1 and Level 2: 100% polyester  
Level 3: 100% polyamide PA 6.6

Level 1: Digital print or calendar printing  
Level 2: Digital print  
Level 3: Chromojet printing for particularly deep color penetration

All rugs are made in Germany – with long-standing, reliable partners.

Vacuuming without rotating brushes is usually sufficient. Please avoid aggressive or abrasive cleaning agents.

Yes, all rugs are washable at 30 °C on a gentle cycle. Please note the respective care instructions on the product page.

Yes, without restriction – all rugs are suitable for underfloor heating.

The rugs are designed for long-term use. Level 1 is very resilient, Levels 2 and 3 also offer higher comfort with good durability.

Yes, many of our customers have had positive everyday experiences with pets. Pet hair is easy to remove and minor dirt is easy to clean.

Light stains should be dabbed off immediately with a clean, slightly damp cloth – please do not rub, as this only spreads the stain unnecessarily and works it into the fiber. Our rugs are also washable at 30 °C on a gentle cycle (please observe care instructions).

For larger rugs or heavier soiling, we recommend using a carpet cleaning machine (e.g. spray extraction device) in combination with a suitable, textile-friendly carpet shampoo. These devices can be rented in drugstores or hardware stores. Make sure to test the cleaning agent first in an inconspicuous area and to allow the rug to dry completely after cleaning.

Store your rug dry and clean, preferably rolled and protected from light. Wrapping it in cloth or foil is recommended.

Use a device without rotating brushes or deactivate them to protect the fibers.

– Credit cards (Visa, Mastercard)  
– eps transfer  
– PayPal (up to €1,000)  
– Prepayment

Yes, the entire payment process runs via encrypted connections according to current security standards.

Production begins only after payment has been received. You will receive confirmation via email.

No, we currently do not offer installment payment.

Level 1 and 2: approx. 2 weeks  
Level 3 (incl. XL format): approx. 5 weeks

UPS and GLS for parcel shipments. Freight carriers for larger formats, depending on the destination region.

Currently, we deliver to Germany and Austria.

You can find all information about shipping costs here.

Each rug is carefully shipped rolled – never folded.

Yes, once your shipment is on its way, you will receive a confirmation including a tracking link.

Yes, all parcel shipments can be tracked online.

Rugs are rolled space-savingly along the shorter side and delivered depending on the size in a roll or an elongated package (e.g. 150 × 200 cm results in a package of approx. 150 × 10 × 10 cm).

No, unfortunately delivery to parcel stations is not possible.

Please contact us immediately. We will find a suitable solution for you.

We examine your case individually. Depending on the situation, we offer a discount or a new production.

Since our carpets are custom-made to your specifications, returns due to personal preference are excluded.

Each order is produced according to your individual requirements, including the dimensions you entered, the selected carpet quality, the desired edging color, and the chosen design. This combination makes each carpet a unique piece made especially for you and not resellable.

Therefore, cancellation or return of the carpets is excluded. By submitting your order, you confirm that you are aware of this.

A withdrawal from the contract is only possible if there is a clear production error that is our responsibility. Color deviations due to screen display, permissible measurement tolerances, or personal expectations regarding appearance and feel are not considered defects and do not entitle you to a return.

In the case of a complaint, we will inform you about the return process. This depends on the size and quality of the rug and will be coordinated with you individually.

After examination and confirmation of the complaint, the refund will be made immediately.

Return costs are generally to be borne by the buyer.

As of spring 2025, the owner of Artacarpa is responsible for all designs.

Feel free to send us an email to info@artacarpa.com. We look forward to a possible collaboration.

Not yet – exclusive collections with selected designers are planned.

Yes, simply enter a different delivery address during the ordering process. No invoice is included in the package.

Not yet – we are working on a solution.

You can find more information about the project and its origins under the menu item “About Artacarpa.”

With us, you can customize any design to an individual size. No predefined standard format – no compromise. The entire shop, most designs, and the preparation for printing come from just one person – with over 20 years of experience in the industry.

We appreciate your feedback – please send us a short email with a description of the problem.

Yes, we are happy to work with business customers, whether interior studios, architectural firms, hotels, offices or shopfitting. Our carpets can be customized and produced in large formats and various qualities for the respective area of use.

Gladly. Depending on the scope of the project, we offer tailored solutions, exclusive design variations, individual designs, or defined color implementations.

For larger order quantities or regular demand, individual conditions can be arranged. Please send us a brief project description by email.

Yes, we are happy to provide sample pieces in advance upon request, especially for checking color, feel and quality. These samples can be custom-made according to your wishes.

Of course. Simply send us your project details, we will create an individual, non-binding offer including delivery time, prices and possible options.

In special cases, yes. Talk to us about it. Together we will develop a solution that meets your requirements, e.g. with neutral packaging, individual textile label, exclusive design or exclusive design rights of existing designs.

New business customers can only place orders once they have been successfully registered and activated as a B2B customer. You will receive a confirmation by e-mail. Since this process is handled manually, we kindly ask you to contact us in advance.

If orders are placed without a registered VAT ID or without B2B activation, the shop system will automatically generate a regular consumer invoice including VAT. We would correct this invoice afterwards, but only if the payment was made by bank transfer in advance. If you paid by another method such as PayPal, unfortunately we cannot adjust the invoice afterwards.

After successful verification, we will send you the correct net invoice separately. This invoice is relevant and valid for your payment and for your records.

As Artacarpa is a small, owner-managed company, we kindly ask for your understanding that we currently work exclusively with advance payment. A payment default would have significantly more serious economic consequences for us than a delayed payment, which is why we rely on this secure method.

For larger projects, a down payment can be agreed upon in individual cases. We will discuss this with you personally as part of the project process.

We are aware that advance payment requires trust, especially for custom products. We address this with personal contact, clear communication, and a well-thought-out production process.

For you, this usually means no noticeable delay: SEPA instant transfers are offered free of charge by many banks and usually arrive within seconds. As soon as the amount is received, we will begin processing your order.