Hello. Need answers about our returns and refunds policy? You’re in the right place.

Once you’ve placed an order, you can’t change it, but you can amend your contact and delivery details – just contact us.

Yes, as long as the item’s not been dispatched. Just contact us and we’ll cancel it and give you a full refund. It’s as easy as that. 

With our customized rugs, your 5 days to cancel starts from the date you place your order. Each customized kilim rug  is bespoke, so if you cancel after 5 days, you’ll still be charged the full price. This doesn’t affect your statutory legal rights.


Don’t lite the kilim rug you ordered? You can arrange to return your item. You have 14 days from receiving your order in which to return it. Once it gets back to us, we’ll refund you.

It’s important that you inspect your order on delivery, because we’ll ask you to sign a form confirming that it’s in good condition. If you’re not happy, let our delivery partner know, or note this on the form and contact us.

Our quality team checks your kilim rug to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. We’ll either give you a full refund, arrange for a repair.

So that we can collect it, the product needs to be repackaged.

If you need to return an item because it’s faulty, or because of something we’ve done wrong, we won’t charge you for the return/collection. But if you’re returning an item because you’ve changed your mind, you’ll need to pay the shipping costs.

For security reasons, we can only make refunds to the original payment method you used to place your order.

When will my refund be processed? The refunds will be processed by our team up to 3 working days. The refund will reach your account the following days.