1. Who operates the Softsteprug website?
The website www.softsteprug.com is the official digital storefront for Softsteprug, a proprietary brand owned and managed by AGK Carpet Deutschland GmbH. We are a legally registered corporate entity based in Cologne, Germany.
Company: AGK Carpet Deutschland GmbH
Email: carpets@softsteprug.com
HRB: Amtsgericht Köln HRB 74124
Address: Longericher Straße 205, 50739 Köln
Phone: + 492219174640
2. Which payment methods are accepted?
We facilitate secure transactions through authorised payment processors. Customers may complete their purchases using major international credit and debit cards, including Visa, Mastercard, and American Express, as well as digital wallet services such as Apple Pay and Google Pay.
3. Where are orders dispatched from?
To ensure efficient global distribution, orders are managed and dispatched from our dedicated logistics facilities located in German . The specific dispatch location is determined by inventory availability and the customer’s destination to ensure optimal routing.
4. Which carriers are utilised for delivery?
We partner exclusively with established international postal and courier services to ensure the safe transit of our products. Primary carriers include DHL, FedEx, and UPS Priority. The selection of the carrier is based on the destination and the specific requirements of the shipment.
5. What is the estimated delivery timeframe?
Standard delivery typically occurs within 2–7 business  days following the dispatch of the order. Please note that this is in addition to a standard internal processing period of 1–2 business  days. Customers will receive automated tracking notifications via email at key intervals:
Order dispatch and tracking activation.
Arrival at regional logistics hubs.
Local delivery assignment and completion.
6. What is the procedure if a delivery is delayed?
Should a shipment exceed the standard delivery window, AGK Carpet Deutschland GmbH will initiate a formal enquiry with the respective carrier to verify the status of the parcel. Following the conclusion of this investigation, we will provide a resolution, which may include a priority replacement shipment or a full refund, depending on the circumstances.
7. Am I entitled to return an order if I change my mind?
In accordance with statutory consumer protections, customers in relevant jurisdictions may exercise a 14-day Right of Withdrawal. This period commences upon the physical receipt of the goods. To initiate a return, please contact our support team at carpets@softsteprug.com with your order reference number to receive formal return authorisations and instructions.
8. How are damaged or defective items handled?
In the rare event that an item arrives with visible damage or a manufacturing defect, please notify our support team immediately. We require photographic evidence to facilitate a professional review. Upon verification, we will arrange for a replacement or a refund. Depending on the nature of the damage, our team will provide specific disposal instructions or a return waiver to resolve the matter efficiently.
9. How can I contact customer support?
For all enquiries relating to orders, products, or corporate matters, our team is available through the following channels:
Company: AGK Carpet Deutschland GmbH
Email: carpets@softsteprug.com
HRB: Amtsgericht Köln HRB 74124
Address: Longericher Straße 205, 50739 Köln
Phone: + 492219174640
All correspondence is reviewed sequentially during our standard administrative hours to ensure high-quality service.