Have Questions?

These Frequently Asked Questions provide general information regarding orders, payment methods, delivery, and returns for purchases made through Matpause, operated by Baltruschat Carpet GmbH.

1. Which payment methods are accepted?
   We accept the following secure payment methods:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Selected electronic wallet payment options available directly at checkout

All payments are processed securely through fully authorized and compliant third-party payment infrastructure. Available payment options are dynamically rendered based on the customer’s geographic location and device compatibility.

2. How long does order processing take?
   Orders are officially processed within 1–3 working days. Processing includes secure order confirmation, internal quality inspection, and alignment with our logistics partners for swift dispatch.
3. What are the delivery timeframes?

• Orders are dispatched via recognized international carriers, including DHL, FedEx, and UPS, depending on destination safety and service availability.
• The estimated delivery time is generally 5–10 working days following dispatch.
• Customers receive automated electronic notifications at key stages of the transit process, including precise dispatch confirmations and live tracking updates sent directly to the email address provided during checkout.
• If a delivery exceeds the expected timeframe due to carrier delays, our logistics team will prioritize the investigation. To guarantee complete transaction protection, Baltruschat Carpet GmbH secures your shipment and ensures a full resolution, including a prioritized product replacement or a full refund for any officially lost transit.

2. Do I have a right to cancel my order?
   In strict accordance with the EU Consumer Rights Directive, customers within the European Union are entitled to a statutory 14-day withdrawal period starting from the date of physical receipt of the goods. Within this timeframe, EU customers may exercise their statutory right to cancel and return the order without providing a specific reason.
   To initiate a statutory withdrawal request, please contact us at: carpet@matpause.com
3. What if an item arrives damaged or incorrect?
   If a product arrives with verifiable manufacturing defects or transit damage, customers are requested to contact our support team via email with relevant photographic or video documentation of the affected item. Each report is thoroughly reviewed by our quality control department to arrange an immediate remedy, which includes a prioritized product replacement or a full refund.
4. Is return of damaged items always required?
   To maintain our manufacturing and quality assurance standards, Baltruschat Carpet GmbH generally reserves the right to request the physical return of the affected product for internal verification, or provide formal coordination for verified local disposal instructions. Every case is handled individually based on the official documentation provided to ensure the fastest, most compliant solution for our customers.
5. What if I entered incorrect delivery information?
   Customers maintain full responsibility for providing complete, accurate, and valid delivery details at checkout. Incorrect or incomplete address data may resulting in carrier rerouting or processing delays, for which the customer bears responsibility.
6. Which regions are supported?
   Our premium floor covering products are available for purchase and direct shipping to customers located across Europe and the United States, subject to regional shipping carrier routing and compliance regulations.
7. How can I contact customer support?
   For any detailed questions regarding product specifications, existing orders, or fulfillment support, please reach out to our dedicated support office:
   Email: carpet@matpause.com
   Telephone: +49 2327 4128765
   Address: Am Leveloh 3 – 7, 45549 Sprockhövel, Germany

Our professional customer service representatives actively monitor all official incoming communications and are committed to reviewing and responding to your inquiries within 24 hours.