Carpet Avenue Avis 

Réponse de Carpet Avenue

14 août 2026

Dear Customer,

Thank you for taking the time to leave your review.

We are truly sorry to hear that the carpet did not fully meet your expectations.

We would like to provide a little more background about this particular carpet. This is a genuine hand-knotted Keshan carpet, handcrafted in Iran and classified as a Heritage Patina piece, estimated to be between 20 and 50 years old.

The Patina process is a traditional restoration technique that gives beautiful handmade carpets a second life. Rather than allowing these unique works of art to be discarded, skilled craftsmen carefully restore them by cleaning, repairing and, where necessary, gently shaving the pile. This process removes worn fibres, stains and signs of age while revealing the carpet's beautiful colours and character once again. As a result, the pile may be thinner than that of a newly woven carpet, which is reflected in the pile height stated on each product page. Every Patina carpet is therefore unique and carries its own history while continuing to be enjoyed for many years to come.

Regarding your comment about the colours, we are sorry to hear about your experience. As with all wool carpets, we recommend avoiding excessive moisture, as getting the carpet wet may cause colours to bleed or lead to permanent damage.

We always strive to be as transparent as possible and would also like to remind you that we offer a 30-day money-back guarantee on all purchases. If you have any questions, concerns, or if there is anything at all we can do to assist you, you are always welcome to contact our customer service team at info@carpetavenue.com. We will be more than happy to help and find the best possible solution.

Thank you once again for taking the time to share your feedback. Customer satisfaction is extremely important to us, and we appreciate every opportunity to improve.

Kind regards,
Carpet Avenue

Réponse de Carpet Avenue

2 juil. 2026

Dear Roar,

Thank you very much for taking the time to share your feedback.

We are truly sorry to hear that you were disappointed and apologize for any misunderstanding regarding the import charges.

Carpet Avenue is a German company, and all of our rugs are shipped directly from our warehouse in Hamburg, Germany. We offer free standard shipping to Norway, but as Norway is outside the EU, the prices displayed on our website are exclusive of Norwegian VAT (MVA) and any customs clearance administration fees charged by the carrier.

This information is provided on the product pages, during checkout, in the order confirmation, and in our terms and conditions. Nevertheless, we sincerely apologize if this was not clear enough or was overlooked during the purchase process. Our intention is always to be as transparent as possible.

We truly appreciate your feedback and will forward your comments to our management team as we continuously look for ways to improve the customer experience and make our communication even clearer.

Once again, we are sorry that your experience did not meet your expectations, and we thank you for bringing this to our attention.

Kind regards,
Carpet Avenue Customer Support

Réponse de Carpet Avenue

9 mai 2026

Dear Customer,

Thank you for taking the time to share your experience with us.

We are truly sorry to hear about the inconvenience you encountered in connection with the delivery and the customs charges. We fully understand that receiving multiple payment notifications, especially at inconvenient hours, can be frustrating.

We would like to kindly clarify that we are a company based in Hamburg, Germany, and all carpets are sold and shipped from our warehouse there. As stated on our website, orders to Norway are sold excluding Norwegian VAT and any customs duties. These charges are applied independently by the shipping company DHL, and unfortunately, we do not have any control over how or when these notifications are issued.

That being said, we are very surprised to hear about the way this was handled in your case, as this is not the level of service we expect from our logistics partners. DHL is one of the largest shipping companies worldwide, and this type of experience is certainly not something we wish for our customers.

We would therefore kindly recommend that you contact DHL directly to clarify what may have occurred in your specific case.

Once again, we sincerely apologize for the inconvenience this has caused you. This is not the experience we want our customers to have, and we truly hope that despite this situation, you are pleased with the carpet itself.

Kind regards,
Carpet Avenue Support