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.

Pricing Policy
All prices are quoted in United States Dollars and do not include tax. You have the option to pay in other currencies on the sites. Depending on your banks policy, you may also be charged a small foreign charge fee if you use non-US cards. Kilim.com reserves the right to cancel any order containing pricing errors.

Shipping
Orders are generally shipped in 1-4 business days. We ship via FedEx, UPS and DHL. Deliveries are usually made in 2-5 business days to all locations in the U.S., 3-7 business days to Europe, and 4-8 business days to Australia, New Zealand and most of Asia, Latin America and Africa. These could vary during peak seasons. 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 1-4 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 Visa, Mastercard, AmEx, PayPal, Apple Pay, Affirm, Alipay as well as any payment method linked to an Amazon account. Please contact us for wire payments.

Return & Cancellation Policy
Customer satisfaction is our top priority. Customers can request to return any item in original condition for a 100% money back refund within a period of fourteen (14) days after the items have been received. Once accepted, the buyer should ship the items in one week insured for the full value and safely wrapped to prevent shipping damage. Customer pays the return shipping cost. 

• We do not to accept returns after this period
• We deduct 15% restocking fee if three or more items are returned
• We deduct cleaning or repair fees if the returned item is not in original condition. 

For customers in the US, Canada or countries in South America, the items would be returned to our warehouse in New Jersey. 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 or GST if we paid them on your behalf when we refund your payment because shipping companies do not process VAT reclaims for returns.

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: Items that are not received by the customer and returned to us or sent to overgoods depot
Items that are not received and are returned to us due to the customer's unavailability for multiple delivery attempts, or due to the customer rejecting the delivery, will incur charges for both the initial shipping cost and the return shipping. In some cases, if the customer does not request a hold at the delivery office and cannot be reached after door tags and voicemails are left, FedEx/UPS/DHL may send the package to their overgoods depot. If the customer fails to contact the delivery company to arrange redelivery, the goods may be disposed of. The additional shipping costs will be billed to the customer by the delivery company. The customer retains the right to return the item(s) after receiving them except custom items. However, there will be no refunds if the items are disposed of by the delivery company.

Return & Cancellation Policy: 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).