Delivery Information

Delivery times

Free-of-charge delivery in the EU

The delivery times can be found on the specifications of each product. Normally they are 1 to 7 working days in the European Union as soon as valid payment has been made. 

The delivery time applies to orders transmitted on working days before 3 p.m. 

For orders transmitted at the weekend or after 3 p.m. the delivery time is calculated from the next working day. 

The order is completed as soon as we have received full payment. If you pay by card, we will receive payment immediately. A manual bank transfer may take one or two more days. 

Delivery times are given for information only; if they exceed 30 days from the date of ordering, the sales contract can be cancelled and the purchaser will be refunded. 

Delivery options

Free-of-charge delivery by “Post”: delivery service with signature + online follow-up. If you are absent at delivery, the deliverer will leave a message stating that you can collect the parcel at the post office within 14 days. 

You can select the € 17 “UPS” option: delivery service with signature + online follow-up. If you are absent on delivery, the UPS driver will try to deliver again three times. 

For Switzerland:

Guaranteed dispatch with “DSV”, € 46 (less than € 360 ex VAT) and free of charge if it is more than € 360 ex VAT. Delivery and export formalities included. Import tax and Swiss VAT over and above to be paid on delivery.  

Deliveries

Deliveries are made at the address stated on the order form and can only be located in the agreed geographical area. 

Returned parcels that have not been accepted

For articles that were ordered and not received or that are returned because the customer was not available in spite of several attempted deliveries, the customer will be invoiced an amount of € 60 all tax included for administration and transport costs. Orders for custom-made articles will be invoiced for the full amount. 

 Damage during transport

Any visible damage to a parcel has to be notified to the carrier immediately on receipt of the parcel and before the signature for receipt; if not objections by an explanatory letter have to be sent within three days to be counted from delivery. 

 Cancellation

Purchasers, non-professional natural persons, benefit from a cooling-off period of 30 days to be counted from delivery of their order to return the product to the vendor for replacement or refund without penalty, except for the return costs of parcels above 20kg. There is no cancellation for tailored purchases.

In case of return, you first have to contact us to obtain a resending label which has to be stuck to the parcel. We cover all resending costs for returned parcels under 20kg with a dispatch label created by LUXUSCARPET. A telephone number of the carrier will be present so that you can plan collection between you and the carrier. It is your responsibility that the goods are returned to us in their original condition. Therefore you have to ensure that the goods are packed appropriately. The return only takes effect when we have checked the condition of the goods. When the return is accepted, we will proceed to refund you, if possible by means of the same payment method you used. 

Guarantee

All products provided by the vendor have a one-year guarantee. 

If an article is returned because of a fault, which was the subject of a detailed description in the article specifications, the dispatching costs remain for the account of the customer and no refund whatsoever will be made.

In case of non-conformity of a product sold it can be returned to the vendor who will take it back, replace or refund it. 

If the customer claims the guarantee and it appears that the problem is caused by external deterioration, which is therefore not covered by the guarantee, any repair costs are for the customer’s account. We will first assess and determine whether the problem is due to a manufacturing fault or an external cause. The dispatching costs remain for the account of the customer if the guarantee plays a part in the latter case. 

All complaints, requests for replacement or return have to be send by post to the following address: "Aggeris S.A.R.L", Rue des Remparts, 37 L-9555 Wiltz, Luxembourg within 30 days of delivery.