Kilik Shop FAQ's

What if I want to return or cancel my order?

Due to the handmade nature of our products, ALL SALES ARE FINAL. We still want you to love your purchase! If for any reason you are not completely satisfied, let us know and we will work with you to try and make it right. There might be times in which there will be slight variations, imperfections or a loose thread here and there in some items. We believe this is one of the beautiful and unique things about owning a handmade product. As a reminder, due to no returns, refunds or exchanges please be sure to  carefully confirm the items you will be purchasing before placing your order. 

If for some reason you wish to cancel your order, this can be done only BEFORE the item has been shipped.  Kilik will refund you the full amount paid. If the item has shipped, we will not be able to refund as all sales are final.

 
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 7 days of receiving your product with full details and images of damage at hellokilikshop@gmail.com so we can begin processing an exchange ASAP.  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 2-3 business days for your order to be processed prior to shipment and  5-7 days transit time for your order to be delivered after it is shipped. Once your order is shipped, you will be emailed a tracking number with details so you know exactly when it will be delivered.  

 

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 my product and it looks different from the photo. Can I return it?
At this time, we do not accept returns, refunds or exchanges. Every product is handmade which means it might come with small defects or a slight variation in color since the product is made by hand and no two items are the same. If you have any questions before buying, feel free to 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? 
For leather stains, do not spot-clean or rub. Keep in mind that slight discoloration is part of the beauty of these items. To shine up your leather after natural wear and tear, we recommend polishing it with natural oil. For any fabric stains, carefully hand-wash with gentle soap. Allow to air dry. 

 

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 Story Highlight on Instagram under "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 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. 

 

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.

 

General Shipping Information
Please allow 2-3 business days to process your order once it is received. 

Once order ships, it generally takes anywhere from 5-7 business days for order to be delivered. 

Quicker delivery is available at checkout. If you need it faster, please email us at hellokilikshop@gmail.com.

Orders are typically shipped using USPS  Economy or UPS. You will receive email notification with a tracking number once your order ships.

Orders can be shipped to only one address. To ship to multiple addresses, you will need to place a separate order for each address.

At the moment, we only ship to the United States. Please contact us at hellokilikshop@gmail.com to discuss international shipping if you are interested.

Please Note: Kilik is not responsible for lost packages for which delivery confirmation is provided by the carrier.