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 or PayPal or Amazon depending on the method you choose.
All prices are quoted in United States Dollars and do not include tax, shipping or insurance. 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. Kilim.com reserves the right to cancel any order containing pricing errors.
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.
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.
We accept payment by Visa, Mastercard, Amex, PayPal, Apple Pay, Alipay 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 your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
We reserve the right to deduct 20% restocking fee if the item is returned after this period and to 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 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 when we refund your payment.
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 email@example.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 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.
For additional help, you may also get in touch with us by e-mail at firstname.lastname@example.org or contacting us via phone at +1 800 747 2983 (US) or +90 212 275 6496 (Turkey).