Customer Service

At kilimpillow.com our mission is to achieve the same level of personal, professional and pleasant customer service and experience in our On-Line Sales site as in our Retail Store, Heritage Nomadic Art Gallery, Sultanahmet, Istanbul.

We focus on 100% customer satisfaction and will use every endeavor to achieve this.

In this section we outline some of the Policies and Practices we have designed to ensure you are informed during every step of the purchasing process, from selection of items to receipt of goods and you are 100% satisfied with your purchase.

Payment Methods Accepted
kilimpillow.com website will accept immediate payment by PayPal, Visa, Mastercard and Amex.
In addition, we also accept International Money Orders in US Currency, bank drafts and corporate cheques. When these payment methods are used, the goods will be held for you until payment is received and cleared into our bank account. Should you wish to pay by one of these methods, please contact us using the email facility of our website (info@kilimpillow.com) to obtain information necessary to include on the cheque or order and the appropriate postal address.

How to place your order
After entering your shipping and billing addresses in the appropriate section, you will be taken to the “Shipping Method” page where details of the Shipping Company, estimated delivery time and any applicable fees/charges will be shown.
Currently we are offering Free Shipping World-Wide, but, depending on the Customs and Duty regulations in some countries outside the USA, there may be additional charges which are generally payable by the buyer before the goods are released for delivery. We may, in some cases, pay these on your behalf and will contact you to advise accordingly.
After reviewing the “Shipping Method” information, next click on the "Continue" button to complete the order form with your Credit Card or PayPal data. After this, click on the "Submit Your Order" button to complete your order.

At the conclusion of the ordering process you will receive an automated email informing you that we have received your order. We will then contact you within 1 to 3 days to provide confirmation that we have shipped your order and the Tracking Number which you can use to follow the progress of delivery of your purchase on the appropriate Shipping Company Website.

Change your mind before Shipping
Should you change your mind between the time of original purchase and processing and shipping of your package (usually 1 – 3 days), we will cancel your order, or part of it, at your request and refund your payment into the same Credit Card or Pay Pal account from which the funds originally came. To cancel a whole or partial order, please contact us using the email facility of our website (info@kilimpillow.com) as soon as possible as we do aim to ship expeditiously.
Goods cancelled after shipping will be subject to the "Refund Policy and Process" (see below).

Return Policy and Process

Understanding that buying such individual, hand-made pieces such as those we offer for sale is sometimes difficult, we use every best endeavour to describe and photograph every item carefully to ensure accuracy.
However differences in device settings and computer monitor resolutions may influence the image of the item you select. We welcome enquiries prior to purchases being made. We want to be sure that every customer is 100% satisfied with their purchase and our Policies to ensure this are presented below.

Change of Mind
We guarantee 100% customer satisfaction. If you wish to return the item because you have changed your mind or the goods are not what you expected to receive, we will honour a “100% refund of the cost of the goods” policy when contact is made within 7 days of receipt by the buyer (this may be longer by mutual agreement) and the goods are returned (at buyer's expense) within 30 days of notification of intention to return. Please contact us using the email facility of our website (info@kilimpillow.com).
Goods must be returned undamaged and in original packaging where applicable.

Error by Seller
We carefully inspect every item before we ship it, but, in the unlikely event that, due to our error, the goods are not fit for purpose, damaged / faulty or we have sent an incorrect item, we will refund both original cost of the goods plus postage or offer a store credit of equivalent value which is valid for 12 months from the date of original purchase.
Again, we request that contact is made within 7 days of receipt of goods by the buyer and the item returned within 30 days of notification of intention to return. In some cases we may not require you to return the item. Please contact us using the email facility of our website (info@kilimpillow.com) to discuss.

Error by Shipping Company
In some rare circumstances, goods may be damaged during the shipping process. We fully insure all goods prior to shipping and, should the damage be a result of the shipping process itself, it is possible to claim against this insurance. If your order shows damage to the packaging which would affect the contents, 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/contents and retain all packaging materials. Please contact us immediately using the email facility of our website (info@kilimpillow.com) to discuss.

Returns and Custom Orders
Where custom-made pillow covers and other custom orders are concerned, we work very hard to communicate with you at every step of the process. Our terms for custom orders are a 25% deposit on commissioning the item with the balance payable on completion of the article and after you have received photographs for final approval.

  • At this point you may approve the purchase and we will ship the item upon receipt of the 75% balance owing. In this case there will be no refund possible once the goods have been shipped.
  • At this point you may also cancel the order should you not approve of the finished item. If you cancel before shipping, then we will fully refund you the 25% deposit you have paid.
Please contact us using the email facility of our website (info@kilimpillow.com) to discuss.

International Shipping Process

International shipping processes, delivery times and costs vary depending on the nature and value of the goods being sent and the destination Country of the shipment. At all times we aim to minimize shipping costs and maximize speed of delivery for our customers and we will always seek the best option depending on the item to be shipped, the size and weight of the shipment and the destination country.

Currently, all items on this website are offered as "Free Shipping Worldwide".

However, for destinations other than the USA and depending on the type and value of the goods VAT, Customs Clearance and Duties, GST and Shipping Port charges may be payable. Generally these are paid by the buyer once the goods have arrived in the destination country and prior to delivery. In some instances, we may pay these charges on behalf of the buyer and, in this instance, the costs will be applied to your invoice and payable prior to shipping.

Shipping Companies and Process
We ship via UPS AIR and MNG. You will be given the appropriate Tracking Number to follow the progress of delivery of your parcel on the relevant Shipping Company Website. Shipping Companies will be given your contact details and generally call to arrange delivery. We send all parcels “signature on delivery” and deliveries are door-to-door (we cannot send to Post Office Boxes or other unattended premises) and are usually made within the following timeframes.

  • 4-6 business days to all locations in USA and Europe
  • 5-7 business days to Australia, New Zealand and most of Asia, Latin America and Africa.
Please note that some parcels may be delayed beyond the above timeframes due to the Customs Clearance process in some Countries or held until applicable duties or taxes are paid by the buyer/recipient. Local holidays and other conditions or events in some Countries may also delay delivery.
Please let us know if you want to upgrade to fast 2-3 days delivery. Additional costs will apply.
All items are fully insured against damage and loss.

Shipping Costs
Each Shipping Company has specific charges and requirements, so it is not possible to outline every option here. However, we are very happy to discuss Shipping options and costs with you at any time. Please contact us using the email facility of our website (info@kilimpillow.com) to discuss.

Packaging and Handling
Every care is taken when preparing and packaging your item/s for shipment. All goods are protected with strong, pressure-sensitive “Bubble Wrap” and Packing Tape and packed in waterproof vinyl/plastic wrap or polystyrene-lined boxes where necessary. All shipments are covered by Insurance and we provide the Shipping Company Tracking Number and Signature on Delivery details so that you can follow the progress of delivery of your parcel.

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