This Shipping Policy outlines the procedures for the processing, dispatch, and delivery of orders placed through www.softsteprug.com. This platform is operated under the brand Softsteprug by AGK Carpet Deutschland GmbH, a corporate entity registered in Cologne, Germany.

1. Logistics Infrastructure and Dispatch

To maintain strict quality control and artisanal standards, all orders are dispatched directly from our central manufacturing and logistics facility in Cologne, Germany. We provide factory-direct shipping to our international clientele to ensure product integrity.

Primary Corporate Logistics Hub: Longericher Straße 205, 50739 Köln

2. Order Processing and Transit Timeframes

We maintain a transparent two-stage fulfilment process:

Order Processing: Following payment verification, orders typically undergo internal processing, quality control, and packaging within 1–2 business days.

Transit Time: Once dispatched, the standard delivery timeframe is estimated between 2–7 business days.

Please note that total delivery time is the sum of the processing time and the transit time. While we endeavour to meet these estimates, actual delivery dates may be influenced by regional logistics conditions and carrier schedules.

3. Authorised Shipping Carriers

All shipments are transported via established international courier services to ensure security and reliability. Our primary partners include:

DHL

FedEx

UPS Priority

4. Tracking and Automated Notifications

We provide comprehensive visibility for every shipment. Customers will receive automated email notifications at the following milestones:

Dispatch Confirmation: Including the tracking number and carrier details.

In-Transit Updates: Arrival at regional sorting facilities.

Final Mile Delivery: Progress within the local delivery network.

5. Customs, Duties, and Import Taxes

EU Destinations: For orders shipped within the European Union, prices are typically inclusive of relevant taxes where applicable.

International Destinations (Non-EU/US): Customers are responsible for any applicable import duties, VAT, or local customs fees mandated by the destination country’s regulations. We recommend contacting local customs authorities for specific details regarding thresholds and rates.

6. Resolution of Delayed or Lost Shipments

In the event that a shipment exceeds the standard delivery window, AGK Carpet Deutschland GmbH will initiate a formal investigation with the carrier. If a parcel is confirmed as lost or significantly delayed beyond reasonable limits, we will provide an appropriate resolution, which may include a priority replacement or a full refund.

7. Delivery Accuracy and Customer Responsibility

Customers are responsible for providing accurate and complete delivery information during the checkout process. AGK Carpet Deutschland GmbH cannot be held liable for delivery failures resulting from incorrect address data provided by the customer.

8. Contact for Shipping Enquiries

For assistance regarding your shipment, please contact our support team:
Company: AGK Carpet Deutschland GmbH
Email: carpets@softsteprug.com
HRB: Amtsgericht Köln HRB 74124
Address: Longericher Straße 205, 50739 Köln
Phone: + 492219174640