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Shopping & Payment

Origin
Our collection offers a diverse selection of finest oriental and contemporary carpets, such as traditional wool and silk, tribal and the most current designer and contemporary pieces. Genuine oriental carpets are each unique so they are subject to availability. We continually update our online inventory, and regularly offer discounts and promotions.

'Order upon request' Items
Always check the availability of a product when you are searching. Items with the note 'Order upon request' are either not currently in stock or are limited in stock, but can be ordered with a delivery time of 6-12 weeks.

Display Colors
We try to show the true colors of the carpets on our website as accurately as possible. However, we cannot guarantee that what you see on your computer screen are exactly the same colors you will see when the product is delivered and placed under the lighting conditions of your space.

Sizes and Measurements
All sizes and measurements are as accurate as possible.

Shopping at HeavenRugs is easy. Take as much time as you want and browse through the stock of beautiful carpets and then buy your carpet in just 5 steps!

  1. Select a product
    Select a product you like and click on its picture. You get to the details page with all the information about this item.
  2. Add to cart
    To put the selected item into your shopping cart just simply click the “Add to Cart” icon on the product details page. Then you will be redirected to the shopping cart.
  3. The Shopping Cart
    • Review your Shopping Cart
      Your “Shopping Cart” contains the full list of items you have selected to buy. To remove a product from the shopping list, simply click on “Delete” icon relevant for each item in the row. To empty the Shopping Cart use the “Empty cart” button. From the shopping cart you have the option to go back and continue shopping or proceed to ”Check-out” if you are done with your choice.
    • Sign up
      As a first time shopper to our web site, you may choose to register and benefit from the discount advantages of HeavenRugs, or continue your shopping without registration. If you sign up, you won't have to spend time re-entering your details the next time you shop with us. To log in as preferred customer please use your e-mail address and password. After you have entered your credentials, your shipping and eventually billing address, please click the “Continue” button, which will enable us to complete your order.
    • Choose your method of payment
  4. Check out to complete your order
    We will always confirm the total billing amount before we process your order. You will see your order number in your shopping cart, along with a summary of the total number of items, the sub-total amount, your bonus points discount, any shipping charges (Delivery rates and times) and the grand total.

    If you want to modify your data please use the “Back” button to return to the previous pages. To cancel your order click on the “Cancel order” button.

    Please read and accept the Terms & Conditions before placing your order. Then click the “Check out” button to place your order.

    For every order, you will receive a confirmation e-mail within a few minutes. You can follow your consignment if you log in to your Order status with your current order number and e-mail address. We regularly update your order status with information like dispatch and delivery date, tracking number and payment status. Upon receiving your payment we will issue the invoice. A copy of your invoice you can print from your Order status page. The original invoice we will either send you by post or together with your package.

    Shipments with UPS: for shipments with UPS you will receive directly from UPS a Quantum e-mail containing delivery details. Please note, that the scheduled delivery date shown in the UPS notification e-mail is not the final delivery date! Please refer to our delivery time and terms.

Contact us if you wish to order by telephone. When you contact our Customer Service, have your product number(s) available for quick and accurate processing.

Please note: Your order will be shipped only if the total billing amount is fully paid. We will reserve your item(s) from the date of your order until the date of your payment receipt, up to 5 working days. After that your order will be cancelled. If your order expires you can make a new order. If there is any problem with your current order, we will contact you immediately. We reserve the right to reject any orders at any time.

PayPal
Pay easy and safe with PayPal. When you choose to pay with PayPal, you will be sent to PayPal’s secure website.

Credit card
All credit card payments at HeavenRugs are handled by OTP Bank Hungary. When you choose to pay with any of the credit cards listed below, you will be sent to the OTP payment terminal. The OTP online payment system electronically encrypts all information about your transactions and your personal information with the Secure Sockets Layer (SSL) protocol.

We accept most major credit cards, such as:

  • Visa®
  • MasterCard®
  • Maestro®
  • Electron®
  • American Express®

Please note: All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the card issuer does not authorise payment, we cannot process the order (Privacy Policy)

Bank transfer
HeavenRugs offers the opportunity to pay by bank transfer. Our banking details will be sent to you when you go through the check out process. When making your transaction please include your order number with your payment.

Your order will be processed after your payment is received. Once your payment is received we will dispatch your goods and send your shipping confirmation within 24 hours. The processing of off-line payments may take several days.

Please note: Bank transfers from abroad will only be accepted if the additional transfer costs are paid by the customer.

Cash On Delivery (C.O.D.)
We can only accept C.O.D. payments for shipments within Hungary!

You can of course pay at the time of delivery. You pay the invoice amount in cash to the courier on receipt of the goods. If you choose the C.O.D. payment option we charge an extra fee of €14,95 for carpets and €5,95 for accessory items.

Please note: If deliveries are handled by UPS, the order value can not be more than USD 5,000 per day, equivalent in the local currency. If the shipping company cannot collect the payment after three attempts, the package will be returned. The buyer assumes all expenses and risk related to returns, as well as non-payment, damage, and fraud.

Changing Your Order BEFORE Checkout
You may change your order at anytime while you are shopping.

  • Click “Shopping Cart” located in the top right of the screen. This will display the contents of your Shopping Cart.
  • You can remove items by clicking on the “Remove” icon at the right of each item in your shopping cart.
  • You can add any items to your Shopping Cart with the “Add to Shopping cart” icon.

Changing Your Order DURING Checkout

  • Click the “Your Shopping Cart” button located in the top right corner of the screen. This will display your Shopping Cart.
  • You can remove items by clicking on “Remove” icon at the right of each item in your shopping cart.
  • If you want to change your data or change or cancel your order choose the “Modify” or “Cancel order” button at the bottom of the “My Shopping Cart” page.
  • Then proceed through checkout as normal. Note that all information you had previously provided does not need to be re-entered.

Cancelling Your Order AFTER Checkout
Orders can usually be cancelled within 24 hours, but only before we ship them! If you cancel after we send your order, you will have to wait to receive the package and then return it to us.

To cancel your order just e-mail us at info@heavenrugs.com or call our Customer Service at +36 23 428 330 and we will take care of the rest. You can also use our Call Back Service.

Please note: the return shipping costs are the responsibility of the customer unless there is a manufacturer defect.

As a registered preferred customer you can benefit from price advantages of HeavenRugs. Every time you buy something in the online store, you can earn bonus points. Bonus points give you an extra discount percentage on all items, even on those that are already discounted. Plus, when you recommend us to someone else who registers and purchases something at HeavenRugs, we will credit your account with 300 extra bonus points as a token of our gratitude.

Please see the table below:

Loyalty Bonus Extra discount Minimum purchase
HUF EUR USD GBP
100 -1% 0,- 0,- 0,- 0,-
200 -2% 500 000,- 1 725,- 1 960,- 1 315,-
300 -3% 1 000 000,- 3 450,- 3 920,- 2 630,-
400 -4% 1 500 000,- 5 175,- 5 880,- 3 945,-
500 -5% 2 000 000,- 6 900,- 7 840,- 5 260,-
600 -6% 2 500 000,- 8 625,- 9 800,- 6 575,-
700 -7% 3 000 000,- 10 350,- 11 760,- 7 890,-
800 -8% 3 500 000,- 12 075,- 13 720,- 9 205,-
900 -9% 4 000 000,- 13 800,- 15 680,- 10 520,-
Reduction on purchases above €13 800 is 10%.

For example: If you have registered as a preferred customer and you wish to buy a carpet for €1 800, we will automatically give you a 2% discount. So, you will only pay €1 764.

Please note: bonus points are not transferable to a third party.

Register to become a HeavenRugs preferred customer and receive special benefits. Click “Sign up” in the top bar and fill out the registration form. After you have registered we will send you an e-mail with the activation link. Please check your e-mail to activate your account.

Sign up to be a preferred customer.

Online Prices
All online prices on this website include the Hungarian VAT.

Currencies
You can change the currency with the drop-down menu in the top part of the screen.

Shipping to EU countries
Any company that can provide proof of a valid EU tax number can purchase from HeavenRugs VAT free. During the check-out we will issue the invoice without VAT. The delivery address must be located in the EU country where the buyer is registered.

You can check the validity of your EU VAT number here:
http://ec.europa.eu/taxation_customs/vies/

Shipping to non-EU countries
If you are located outside of the EU we will not charge you VAT. However, you may have to pay VAT or other applicable import duties when your goods are delivered depending on the customs policies of the destination country.

Please note: Import VAT and customs are different in every country. HeavenRugs is not responsible for tax declarations in your destination country. It is the buyer’s responsibility to follow the tax rules of the destination country. A refund of VAT and customs is subsequently not possible.

We guarantee our products to be free of manufacture defects. Naturally, we can’t take responsibility for damage caused by using our products. We can also not be held accountable for losses or damages due to delays in delivery.

Please note: If you receive a shipment with shipping damage or a manufacturing defect, please notify us immediately at info@heavenrugs.com or call our Customer Service at +36 23 428 330. We will do our best to resolve the issue as quickly as possible.

Shipping

Our deliveries are usually handled by the UPS Parcel, GLS or TNT Company. Your order will be delivered to the address that you have indicated when you placed your order.

After receiving the payment into our bank account, we will ship your order. Delivery time will vary depending on the availability of the item (for further information regarding delivery time please read the next section “What are the delivery times and charges?”). You will be notified in case of unexpected or excessive delay.

All online orders require an adult signature delivery confirmation on all parcels. If no one is available to sign for the package when it arrives, it will be forwarded to the nearest depot. We cannot arrange for goods to be left with neighbours or similar requests. A notice will be left so you can make pick-up or delivery arrangements that are convenient for you. If the package cannot be delivered after three notifications or attempts, it will be returned to HeavenRugs.

Shipments with UPS: for shipments with UPS you will receive directly from UPS a Quantum e-mail containing delivery details. Please note, that the scheduled delivery date shown in the UPS notification e-mail is not the final delivery date! Please refer to our delivery time and terms.

If you have any further questions regarding the delivery of the ordered item, please do not hesitate to contact our Customer Service.

Please note: the buyer assumes all expenses and risk related to returns, as well as non-payment, damage, and fraud.

Delivery time
Delivery time depends on the availability of the item.

Delivery time within EU:
All items that are available in HeavenRugs stock will be delivered within 2-5 business days. Goods that are not in HeavenRugs stock and they are sent directly by the manufacturer shall be delivered within 7-12 business days. We will dispatch your order after receiving the payment into our bank account.

Delivery time outside EU:
For deliveries outside the EU, we will inform you about the anticipated delivery date.

“Business days” are from Monday to Friday. They exclude Saturday, Sunday and all official holidays. The delivery time begins when the customer receives the “Shipping Confirmation” e-mail.

Delivery charges
The delivery charges are separately calculated according to the destination country and by volumetric weight of the package. The aggregated delivery charges will be displayed on your shopping cart page. Free Shipping applies to deliveries to all EU countries for orders over €500!

Handling fee
Some oversize and heavy items may be subject to a handling fee. If a handling fee is going to be charged, we will clearly show that on your shopping cart page. Our Customer Service can assist you in determining whether your selected product is oversized.

Free shipping within the EU
Free Shipping applies to deliveries to all EU countries for orders over €500!

You can follow your consignment if you log in to your Order status. On the right top corner of the website please click the Order status link and enter your e-mail Address and the order number (this number is included in your order confirmation e-mail). The status of your order will be then displayed.

We regularly update your order status with information like dispatch and delivery date, tracking number and payment status.

All online orders require an adult signature delivery confirmation on all parcels. If no one is available to sign for the package when it arrives, it will be forwarded to the nearest depot. A notice will be left so you can make pick-up or delivery arrangements that are convenient for you.

Currently, all items in a single order can only be shipped to one address. If you wish to ship to multiple addresses, you must place separate orders. However, you can choose a billing address different to the shipping address.

If anything is missing from your shipment, use our Call Back Service (Free Info Line), call our Customer Service number: +36 23 428 330, or send us an e-mail at info@heavenrugs.com.

Our Customer Service is available from Monday to Saturday between 10.00 to 18.00 CET.

Return & Refund

30 day money back guarantee
If you are not totally happy with your order please send it back to us within 30 days and we will either replace the item or refund the purchase price.

HeavenRugs will process refunds according to the method of payment you chose when you placed your order.

Please note: we can only process the refund if we have received and verified that the product is in its original condition.

Our team is glad to arrange the return shipping for you. If you want to send back your order just e-mail us at info@heavenrugs.com or call our Customer Service at +36 23 428 330 and we will take care of the rest. You can also use our Call Back Service.

Return shipping fees
Return shipping costs are the responsibility of the customer unless there is a manufacturer defect.

You may take advantage of our discounted shipping rates. We can calculate the exact shipping fee for your return(s) and send you an e-mail to ask for your confirmation. The return shipping fee will then be deducted from your refund.

Exchanging?
If you decide to exchange an item that you have bought recently, the same rules apply as those for RETURNS.

Return shipping costs are the responsibility of the customer unless there is a manufacturer defect.

Return instructions

  • Notification of return should be made within 14 days of delivery, either in written form or by telephone.
  • Please send the items back to us in the original packaging, and in the original condition.
  • Visibly used, dirty, damaged, or personalized and custom-made items are, regretfully, non-returnable, unless there is a manufacturer defect.
  • Before returning a product, please make sure that you have enclosed the original invoice and attached the UPS shipping label on the package.
  • After 30 days returns can only be accepted in exceptional circumstances. Please send us your reason in written form. We will then reply as soon as possible.
  • HeavenRugs is not responsible for any damage that may occur during the shipping.
  • The buyer assumes all expenses and risk related to returns, as well as non-payment, damage, and fraud.

Our team is glad to arrange the return shipping for you. If you want to send back your order just e-mail us at info@heavenrugs.com or call our Customer Service at +36 23 428 330 and we will take care of the rest. You can also use our Call Back Service.

Return shipping fees
Return shipping costs are the responsibility of the customer unless there is a manufacturer defect.

You may take advantage of our discounted shipping rates. We can calculate the exact shipping fee for your return(s) and send you an e-mail to ask for your confirmation. The return shipping fee will then be deducted from your refund.

With HeavenRugs you have 30 days to return an item that you are unsatisfied with. For any returns, please use the following address:

HeavenRugs
MAXCity Furniture Mall
2045 Törökbálint
Tópark utca 1/a, 2nd floor
Hungary


Tel.: +36 23 428 330

Please note: Please make sure that you have thoroughly read our Return & Refund Policy!

If the product is returned within 7 working days you will receive an e-mail informing you that a refund request is in process. We will refund you according to the method of payment you chose when you placed your order.

Please note: we can only process the refund if we have received and verified that the product is in its original condition.

Credit card online
If your order was paid by credit card on our website, the refund will be credited to your account within 7 working days (if you have a bank card with immediate debit) or within 30 working days (if you have a bank card with deferred debit).

Bank transfer
If your order was paid by bank transfer, the refund amount will be credited to your account within 3 to 5 working days.

Cash On Delivery
If you paid in cash at the time of delivery (C.O.D.), please send us your bank details so that we can make a refund by bank transfer. This will be credited to your account within 3 to 5 working days.

PayPal
If your order was paid by PayPal on our website, the refund amount will be credited to your PayPal account within 7 working days.

Please make sure that you have thoroughly read our Return & Refund Policy!

If the reason for the return is a manufacturer defect or a fault of HeavenRugs, we will pay for the shipping charges.

If you decide to exchange an item that you have bought recently, the same rules apply as those for RETURNS.

Return shipping costs are the responsibility of the customer unless there is a manufacturer defect.