Frequently asked questions (FAQ)
General questions
Can I also pick up my order in person?
Can I also pick up my order in person?
Yes! You can collect the rugs from the outlet stores.
- Gewerbestraße 6 53567 Asbach
How is the invoice sent?
How is the invoice sent?
The invoice is sent to the customer by email. A delivery note is included with the delivery.
Can I see a rug before buying or order a sample?
Can I see a rug before buying or order a sample?
Unfortunately, it is not yet possible to order a sample from us. However, you can call the shop in Asbach and drop by to view the rug you have in mind in person.
- Gewerbestraße 6 53567 Asbach
How can I contact customer support?
How can I contact customer support?
Use our contact form or write to info@haliavrupa.com. For returns and complaints, please provide your order number.
How do I enter discount codes?
How do I enter discount codes?
Once you have added the desired product to your basket, you can enter your voucher code at the top right.
Can I enter the discount code afterwards?
Can I enter the discount code afterwards?
Enter your discount code at checkout before completing your order. A code cannot be applied automatically to an order that has already been completed. One discount code is permitted per order.
Questions about items
What materials are the rugs made of?
What materials are the rugs made of?
The quality and materials of the rugs differ depending on the collection. However, most rug surfaces are made of:
- Polyester
- Polypropylene
- Cotton
Rug backing:
- Jute
- Cotton
You can read all the details and technical data on the product detail pages.
Which rug sizes are available, and how many?
Which rug sizes are available, and how many?
We have the following 5 standard sizes:
Runners / bridge rugs
- 80 x 150 cm
- 80 x 300 cm
Square / oval rugs
- 120 x 170 cm
- 160 x 230 cm
- 200 x 290 cm
These sizes and shapes are not available for every rug collection, as there are further individual sizes for samples.
When will certain rugs be back in stock?
When will certain rugs be back in stock?
It usually takes about 4 to 6 weeks for a product to become available again, but it depends on the collection and design number of the rug. Please contact customer support or take a look around the web shop for an alternative.
The rug I selected is not available in the size I want. What can I do?
The rug I selected is not available in the size I want. What can I do?
Some sizes are temporarily sold out. Restocking can usually take around 4 to 6 weeks. Please use the contact form if you are looking for a specific collection or size.
How do I care for my rug?
How do I care for my rug?
Whether a rug is washable and which care instructions apply can be found on the respective product page. You can find general advice under Care tips.
Payment
Is there a minimum order value?
Is there a minimum order value?
No, there is no minimum order value at Hali Avrupa. Shipping is free on all items.
Will I receive an invoice showing VAT?
Will I receive an invoice showing VAT?
Yes, you will usually receive an invoice showing the VAT.
Which payment methods are available?
Which payment methods are available?
Depending on your delivery address, market and device, the options available at checkout include Shop Pay, Visa, Mastercard, American Express, Maestro, UnionPay, Apple Pay, Google Pay and supported local payment methods. The options shown at checkout are the definitive ones.
How does payment by bank transfer in advance work?
How does payment by bank transfer in advance work?
If payment in advance is available for your order, you will receive the necessary payment information during checkout or in the order confirmation. If you have any questions, please use the contact form.
Can I pay by credit card?
Can I pay by credit card?
Yes. Visa, Mastercard, American Express, Maestro and UnionPay, among others, are offered at checkout. The options available for your order are shown definitively at checkout.
Shipping & delivery
How long does delivery take?
How long does delivery take?
Goods are delivered within Germany within 4-5 days of the conclusion of the contract. For deliveries abroad, the delivery time is usually 5-7 days.
Can I track my delivery?
Can I track my delivery?
Yes, once your parcel has been successfully dispatched, you will receive an email with the tracking number and details of when your order will arrive. You can then use the tracking number to track your parcel.
Do you also deliver to addresses outside Germany?
Do you also deliver to addresses outside Germany?
Yes! We deliver free of charge throughout the EU. Delivery outside the EU is not possible.
Is shipping free at Hali Avrupa?
Is shipping free at Hali Avrupa?
Yes! Shipping is free within the EU.
Which shipping carriers does Hali Avrupa use?
Which shipping carriers does Hali Avrupa use?
We use the following shipping providers:
- DPD
- UPS
- GLS
Returns & refunds
I received a different item from the one I ordered. What now?
I received a different item from the one I ordered. What now?
Use the contact form and select “Complaint / Damage” as your reason. Provide your order number and briefly describe which item was delivered.
How do I send an item back?
How do I send an item back?
- Open the return form.
- If possible, enter your order number. Giving a reason for the return is optional.
- Wait for the return instructions and, if applicable, the return label.
- Pack the rug so it is safe for transport and completely cover any old shipping labels.
- Have the drop-off confirmed by the shipping carrier.
The rug delivered has a defect. What do I need to do?
The rug delivered has a defect. What do I need to do?
Use the complaints form and, if possible, include your order number and a short description. You can send photos by email to info@haliavrupa.com via the link provided there. We will review your case and get back to you with the next steps.
Who pays the shipping costs for a complaint?
Who pays the shipping costs for a complaint?
Hali Avrupa covers the shipping costs within Germany.
When will I receive my refund of the purchase price for a return?
When will I receive my refund of the purchase price for a return?
In accordance with our cancellation policy, we will arrange the refund without delay and no later than 14 days from receipt of the cancellation. We may withhold the refund until the goods have been received by us or you have provided proof of return – whichever is earlier.
How should I pack my rug for return?
How should I pack my rug for return?
If possible, pack your return in the same packaging it arrived in. If this is no longer possible, please make sure to pack your return securely so that the rug does not get dirty or damaged.
My customer account
How do I create an account at haliavrupa.com?
How do I create an account at haliavrupa.com?
Step-by-step instructions:
- Click on the "My Account" icon at the top right.
- Here you can log in if you already have a customer account with Haliavrupa.
- If you do not have an account, you can easily register with us.
- To do so, click on the "Registration" button.
- Now you can fill in the required fields and get started.