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.

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. Pricing errors may occur on Kilim.com sites. Kilim.com reserves the right to cancel any orders containing pricing errors.

Ordering Procedure
After entering your shipping and billing addresses, you will be taken to the shipping method page where you will see the the shipping company and fee which is currently free and the delivery time. Please click on the "Continue" button to fill the order form where you input your credit card or PayPal data. Please click on the "Submit Your Order" button to complete your order. You will receive an automated mail informing you that we have received your order. 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. However, pricing or other numerical and technical errors may occur on Kilim.com sites. 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, Master Card or American Express, as well as by international money orders in US currency, bank drafts or corporate checks.

Shipping
We currently ship free worldwide.
We ship via UPS AIR and FedEx and deliveries are usually made in 4-6 business days to all locations in USA and Europe, and in 5-7 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 delivery. All items are fully insured against damage and loss.

Please be informed that we cannot ship to PO Box addresses.

Return & Cancellation Policy
You may completely cancel, add items to or take out items from your order until we ship your package; which usually occurs in 1-3 business days. We charge your credit card only at the time of the actual delivery of your package to the shipping company.
Customer satisfaction is our top priority. In the US, you may return any item to our warehouse in original condition for a 100% money back refund within a period of thirty (30) days from the date of receipt (except the cost of return shipping). Instead of returning the item for a full refund, the customer also has the option of using 100% store credit for up to 12 months. For non-US countries, we may have to exclude customs duties and/or VAT if we pay 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 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.
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 charge 25% of the amount when we start the production and charge the rest after we send you a picture of the finished rug and have your approval. If you do not like the result, we then charge back to your credit card. We do not accept returns for custom rugs after they are shipped unless it is damaged during shipment.

Credit Card Fraud Warranty
We guarantee that every online transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the entire liability for you, up to the full $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made while using our secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

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 (value added tax) 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 or FedEx.

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 (+90 212 275 6496) or fax (+90 212 275 6454).