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
How to place your order
Change your mind before Shipping
Return Policy and Process
Change of Mind
Returns of "Free Shipping" or "On Sale" Items
Error by Seller
Error by Shipping Company
Returns and Custom Orders
International Shipping Process
Shipping Companies and Process
Shipping Costs
Packaging and Handling


Payment Methods Accepted

Our 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 endeavor 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 under the following conditions:

  • Contact is made within 7 days of receipt by the buyer (this may be longer by mutual agreement)
  • Goods are to be returned (at buyer's expense) and received by us within 30 days of notification of intention to return.
  • Please contact us using the email facility of our website (info@kilimpillow.com) for instructions about how to package, address and insure the returned parcel
  • When you ship the return parcel, you will have to complete an International Postage / Customs Declaration. It is important to complete this carefully and mark it as "Return Goods" with value the same as the value we placed on the original documentation.
  • Return Shipping Fees, as well as any associated local Customs Duties and Taxes incurred by us are the responsibility of the customer.
  • Goods must be returned undamaged and in original packaging where applicable.
  • Any loss or damage during return shipping is at the customer's expense, so it is advisable to insure against this eventuality.
  • Any Refund will be calculated as price paid less any Shipping and associated costs incurred by us to send the original parcel to you, any Customs Duties and Taxes costs incurred by us to receive the returned parcel and any depreciation in value due to loss or damage.


Returns of "Free Shipping" or "On Sale" Items

In addition to our Return - Refund Terms and Conditions as set out here, we advise that, for all rugs purchased with our "Free Shipping" offer or “On Sale”, we will accept returns (at buyer's expense) and refund the price paid less any postage, shipping and any other associated costs incurred by us both to send the rug to you and to receive the rug back. Please choose carefully.


Failure to Collect Parcel / Accept Delivery / Pay Local Charges

We send all of our International parcels via FedEx Priority Express with Tracking and Signature on delivery. We take every care to correctly address parcels to ensure safe and efficient delivery, but cannot be held responsible for failure of delivery once the parcel is in the destination Country.

  • It is the responsibility of the Buyer to provide accurate address details for delivery and other contact information
  • It is the responsibility of the Buyer to make safe and appropriate arrangements for delivery
  • It is the responsibility of the Buyer to pay any local Customs Duties and Taxes as well as VAT/GST charges.
In the event that a parcel is returned due to one or more of the above conditions not being met, we reserve the right to refuse or reduce any refund payable by the total amount of any costs or financial losses we may incur.


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 rugs 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, VAT and Shipping Port charges may be payable. These, if applicable, are to be 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 FedEx. 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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