Delivery & Returns
We exclusively work with large, international carriers, such as DHL, DPD, UPS and FedEx, who enable reliable delivery tracking for you as a retail customer.
For most countries within Europe, delivery is free. For other countries, please refer to delivery cost at checkout page.
For deliveries to countries outside the European Union, further costs may occur, for which the retailer bears no responsibility. The customer will be responsible for such cost. These may include: money transfer fees charged by banks or import fees such as taxes.
We aim to get your handmade rugs ready to ship within 8-10 weeks. Delivery times vary based on location. As soon as an order leaves our warehouse, you as our customer receive an automatic notification via e-mail with a tracking number for your parcel. This way, you always know the exact location of your order at all times and have time to prepare for the arrival of your parcel.
As Keleem products are made to order, we do not accept returns.
Before your order is carefully packed in our warehouse, we check its condition for intactness. In rare cases, however, damages may occur during transport. For this reason, we ask you to carefully check if each item is complete and if anything was damaged during transport.
If damages during transport have occurred despite all our care, we recommend you to decline the delivery or sign the delivery receipt with the note “under reserve”.
To help us send you an intact copy as quickly as possible, please notify our customer service (email@example.com) as well as the carrier of the damage in writing as soon as you can, best within 4 days. We have the possibility of claiming damages from our carriers within 4 days of delivery, so we kindly ask you for your cooperation.
If you have accepted the parcel despite our recommendation, we ask you to send us digital photos of the damages via e-mail (firstname.lastname@example.org), stating your invoice number. This way, we can file a proper damage report with our insurance company. At the same time, we will arrange for the damaged goods to be picked up so you may quickly receive a replacement.