Terms & Conditions

Privacy Policy
Please be assured that Kilim.com takes every precaution to protect our customers' information. We do not sell or share your information with anyone. We do not keep or even see your credit card data, because all info is transmitted in encrypted form from your screen directly to our payment processor Stripe or PayPal or Amazon depending on the method you choose.

Our Pledge
We strive to enhance the quality of your shopping experience at Kilim.com. To compensate for the limitations of the electronic medium, we display all rugs in three different resolutions and most of them with detail pictures as well. We do not make overstated claims about rugs or promises we will not be able to keep.

Pricing Policy
All prices are quoted in United States Dollars and do not include tax, shipping or insurance. Prices in other currencies on the site are only approximate since currency conversions would be different depending on intermediary banks. Kilim.com reserves the right to cancel any order containing pricing errors.

Shipping
We currently ship free worldwide. Orders are generally shipped in 1-3 business days. We ship via UPS and DHL. Deliveries are usually made in 3-5 business days to all locations in the U.S. and Europe, and 5-7 business days to Australia, New Zealand and most of Asia, Latin America and Africa. Please let us know if you want to upgrade to 2-3 days express delivery. All items are fully insured against damage and loss. Please be informed that we cannot ship to P.O. Box addresses.

Ordering Procedure
We will update you with the shipping details in 1-3 business days.
We do our best to display correct information for all our products. We reserve the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified by our credit and fraud avoidance department.

Payments
We accept payment by PayPal, Visa, Mastercard or Amex as well as any payment method linked to an Amazon account. We also accept payments by check from a U.S. bank or wire transfers to our U.S. bank account.

Return & Cancellation Policy
Customer satisfaction is our top priority. You may return any item in original condition for a 100% money back refund within a period of fifteen (15) days from the date of receipt. Customer pays the return shipping cost. 
For customers in the US, Canada or countries in South America, the items would be returned to our warehouse in Massachusetts. For other countries in Europe, Asia and Africa as well as Australia and New Zealand, items are to be returned to our warehouse in Istanbul, Turkey.
For all countries, except the U.S., we will deduct customs duties and/or VAT if we paid them on your behalf.
Should there be any fundamental errors committed by us, such as delivery of a wrong or damaged item, etc., the buyer will be entitled to a full refund.
If you decide to return an item, please first fill the return form or send an e-mail to us at sales1@kilim.com and obtain return information. Items are to be returned in the same condition as sold with no damage or alterations or sign of use. We reserve the right to deduct a cleaning or restoration fee depending on the condition of the returned item.
If your order shows damage when you receive the shipment, please open it in the presence of the delivery service personnel, or at least bring it to their attention when signing for the item. If possible, also please try to obtain a photograph of the damaged package. Contact us immediately and retain all packaging materials.

Return & Cancellation Policy for Custom Rug Orders
We do not accept returns for custom rugs after they are shipped unless they are damaged during shipment.

VAT and Customs Duties
VAT (value added tax) and customs duties (if any) differ for each country. Most countries, except USA, are subject to VAT and customs duties which are the responsibility of the recipient. Since rates vary by country and by what was ordered, we are not able to supply an estimated cost. Customers ordering from European countries are exempt from customs charges, however they will be billed for VAT by UPS and DHL. For most European countries, we give the option to pre-pay the VAT to us and we pay the VAT on their behalf to their local customs for their convenience.

Product Descriptions
Product descriptions and the condition of the items as reported on our website are, to the best of our knowledge, as complete and accurate as possible, but they are for guidance only, without legal obligation or prejudice to our standard conditions of sale.

Customer Service
For additional help, you may also get in touch with us by e-mail at sales1@kilim.com or contacting us via phone at +1 800 747 2983 (US) or +90 212 275 6496 (Turkey).

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