Refund policy

We want you to be completely delighted with your Kilim Couture purchase. If for any reason your order doesn't meet your expectations, we're here to guide you through our simple return, exchange, or refund process with care and attention. We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be undamaged, in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@kilimcouture.com. Please note that returns will need to be sent to the following address: 4615 Center Boulevard, Long Island City, NY 11109, United States.

If your return is accepted, we'll provide you with a return shipping label and detailed instructions on how and where to send your package. Please note that customers are responsible for ensuring the safe return of their order, including the return shipping cost. Items sent back without first requesting a return cannot be accepted.

You can always contact us for any return question at info@kilimcouture.com.

Cancellation policy (Fraud prevention)

Due to a rise in fraudulent activity and immediate order cancellations after purchase, all orders that are canceled after payment is processed are subject to non-refundable payment processing fees. These fees are charged by the payment provider at the moment the order is placed and are not returned to merchants under any circumstance, even if the order is canceled right away.

If an order is canceled before shipment, the refund issued will therefore exclude the payment processing fees charged by the payment provider. This deduction is not a penalty or additional charge—it simply reflects the fees the payment processor does not refund back to us.

Restocking and transaction processing fees

For all approved returns and cancellations, only one fee will apply: the original payment processing fee charged by the payment provider. We do not charge a separate restocking fee. Instead, because payment processing fees are non-recoverable and not returned to merchants, this transaction fee functions as the restocking fee in these cases. The same principle applies to both cancellations and returns.

This amount will be deducted from the refund, and return shipping remains the responsibility of the customer. These terms apply to all payment methods.

Non-refundable payment processing fee table

The following fees are charged by payment providers and will be deducted from your refund in the event of a return or cancellation:

These charges are set by third-party payment processors and are not refunded to merchants when a transaction is canceled or returned.

Store credit option (Fee-free alternative)

Customers who prefer store credit instead of a refund will not be charged for return shipping costs, restocking fees, or non-refundable payment processing fees. Once the returned item is received and approved, store credit will be issued for the full eligible return value and may be used toward any future purchase on our website. Store credit is non-transferable and does not expire.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Please note that custom orders and gift cards are final sale and cannot be returned or refunded once purchased.

Exchanges

We offer flexible exchange options depending on item availability and price differences. All exchanges require the original item to be returned and received by us before the replacement item can be shipped:

• If the replacement item is equal or lower in price, we will ship the new item and refund only the price difference after the exchange is completed.

• If the replacement item is higher in price, customers may either:

  • Return the original item and place a new order separately, or

  • Contact us directly and we will prepare an invoice for the remaining balance, allowing the exchange to be completed without placing a new order.

All exchange requests must be approved before shipment. Customers are responsible for return shipping unless the exchange is due to damage or error.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at info@kilimcouture.com.