Kilik Shop FAQ's
What if I want to return or cancel my order?
You have 14 days from the day of delivery to return or exchange your item. You can start the return process by emailing us at hellokilikshop@gmail.com. Please see our shipping and returns section for full details on shipping and returns.
What is the price of shipping?
Shipping rates will be automatically applied at checkout.
My item arrived damaged. What should I do?
Not to worry…we’ve got you covered! We are happy to work out an exchange for damaged goods if the damage occurred while it was in transit. Please contact us within the first 3 days of receiving your product with full details and images of damage at hellokilikshop@gmail.com so we can begin processing an exchange. If the item is one of a kind and we are not able to exchange for the exact same item, you will have the option to exchange for a different item of the same value, pay the difference of new item or receive a full refund.
When will my order arrive?
Please allow 3-4 business days (excluding weekends and holidays) for your order to be processed prior to shipment. Once your order is shipped, you will be emailed a tracking number with details so you know exactly when it will be delivered. Please allow up to 24 hours for tracking information to update and reflect transit activity.
Can I get my order faster?
Yes, at checkout quicker delivery is available. If you need it faster, please email us at hellokilikshop@gmail.com.
Do you ship internationally?
We do not ship internationally at this time, but if you are interested please email us at hellokilikshop@gmail.com.
I received the wrong product. What should I do?
We apologize in advance if a mix-up does occur. Please email us at hellokilikshop@gmail.com so we can begin re-processing your order immediately. If the item you were looking for is no longer in stock, we are happy to exchange for a different item of the same value or give you a full refund since it was our mistake.
My package never arrived or I never received my item. What should I do?
We will provide a tracking number with each order and are happy to help follow up with the courier. However, Kilik is not responsible for lost or missing packages and we can’t replace items once a tracking number is provided.
How should I clean my Kilik product?
Please see Product Care Guides for how to best care for your items.
My product has a loose thread. What should I do?
Due to the handmade nature of our products, loose threads are common yet harmless. Do not pull loose threads. We recommend using scissors to cut away any loose strings cleanly. You can also check out our Product Care Guides to show you how to care for your items.
How much of what I pay is actually going to the artisan who made my item?
One of our main goals at Kilik Artisanal Shop is to offer fair prices for the items we purchase from our artisans. We will always pay the prices they provide with out low balling or negotiating prices to meet our needs. The cooperatives we work with are worker-owned organizations that share the profits collectively. Fair trade practices are the heart of what we do. For more details about Kilik Shop, please visit About Us.
Do you sell my information to third parties?
Kilik is committed to protecting our customers' privacy and security. We do not share or sell your information to third parties.