Returns and Exchange Policy

At Golestan, customer satisfaction is our number one priority, so we take your requests seriously and are as flexible as possible when it comes to returns and exchanges.

Please review the policies below and feel free to contact us with any questions.

However, this policy does not apply to international shipping.

1. Exchange Policy

To accommodate requests such as "It's a little different from what I expected, but I'd like a different product..." or "I'd like to exchange the size," we accept product exchanges under the following conditions.

• Exchange period: Please contact us within one month from the date you received the product.
• Exchangeable products: As a general rule, the product will be exchanged for a product in the same price range as the delivered product.
• About the price difference:
  • If the item you wish to exchange is more expensive than the item you have, you can exchange it for a different item by paying the difference in price.
  • If the item you wish to exchange is priced lower than the item you have: As a general rule, we do not refund the difference in price, but we will discuss this on a case-by-case basis.
• Exchange conditions:
  • Products eligible for exchange must be in unused condition (not stepped on or laid on the floor, excluding items that have only been tried on).
  • We may not be able to exchange products that have been damaged or soiled by the customer, or products that have lost accessories (tags, etc.).
  • Items marked as "non-exchangeable," requested items, and back-ordered items may not be eligible.
• Exchange Procedure:
  1. First, please contact us by email or phone within one month of receiving the product.
  2. We will ask you for details such as the product you wish to exchange and the condition of the product you have, and then guide you through the exchange procedure.
• Regarding shipping costs: In principle, the customer is responsible for the round-trip shipping costs associated with an exchange. However, if the exchange is due to a defect on our part, we will cover the costs.

2. Return Policy

If you are not satisfied with the product you received or if there is a defect, we will accept returns based on the following conditions.

Cases in which returns are accepted

• In the event of initial defects or damage during delivery: We thoroughly inspect all products before shipping, but if you find any initial defects such as dirt or damage after opening the product and before use, or if damage due to an accident during delivery is confirmed, we will promptly respond by offering a refund or exchange.

  • Please contact us within 5 days of receiving the product to explain the specific situation.
  • In the event of a delivery accident, please also contact the shipping company.
  • If a replacement is not available, we will repair the product or provide a refund.

• If you receive a product that is clearly different from the information listed: If the color, size, material, etc. of the product is determined to be clearly different from the information listed on this website (for example, the size of a carpet differs from the published value by more than ±10cm).

  • Please contact us within 5 days of receiving your item to let us know of any specific discrepancies.
  • Please note that slight size errors, distortions, and color unevenness may occur due to the characteristics of hand-woven carpets.

• Returns due to customer convenience (conditions apply): We want our customers to be satisfied, so we will accept returns for customer convenience, such as when the product is different from what we expected or the size does not fit, provided that the following conditions are met.

  • The product must be in an unused condition (excluding items that have been tried on, and in the case of carpets, must not have been stepped on or laid out).
  • Please contact us within 5 days of receiving the product to request a return.
  • You will be responsible for the shipping costs for the return and the expenses incurred by us when shipping the product (packaging costs, shipping fees, various fees, etc.). These expenses will be deducted from the refund amount.

Cases in which returns cannot be accepted

Please note that we cannot accept returns or exchanges in the following cases:

• Products that have already been used (in the case of carpets, if they have not been walked on or laid and are not in like-new condition).
• Products for which you contact us after the period specified in the exchange policy (1 month) or the period specified in the return policy (5 days for initial defects or listing errors, 5 days for customer reasons) has passed after receiving the product.
• Products that have become scratched, stained, damaged, or have an odor while in the customer's possession.
• Products with missing, damaged or defaced accessories (tags, certificates, boxes, etc.).
• Products that are clearly marked "No returns" or "No exchanges" on the product page.
• Requested items, special order items, custom-made items.
• Returns and exchanges are requested by someone other than the original orderer.
• Products returned without prior notice (in this case, we may return the product to you cash on delivery).

Regarding the cooling-off period , the legal cooling-off period does not apply to mail order sales. This policy is based on our own standards.

3. Refunds

Once the return process is complete and we have checked the condition of the product, we will proceed with the refund procedure as follows:

• If you use a credit card: The date we process your return will be the date the charge to your credit card company is cancelled. If the return falls on or after the credit card company's closing date, you may be charged once and then refunded (or offset) by the card company from the following month onwards. Please contact your card company for details.
• If you use bank transfer: After the returned product arrives at our company and we have checked its condition, we will refund the amount to your designated bank account within 5 business days. Bank transfer fees will be borne by our company if the return is due to our own error, and by the customer if the return is due to the customer's convenience.
• Refund amount in case of return due to customer's convenience: As mentioned above, we will refund the amount minus the actual costs incurred in shipping the product (packaging costs, outbound shipping fees, payment fees, etc.) and the transfer fee at the time of refund (in the case of bank transfer).

4. Important points to note when returning the product

When returning a product, please ensure that it is packed in the same or better packaging as when it was delivered to you, to prevent damage or loss during transport. We cannot be held responsible for any damage or loss that occurs during return shipping, so please consider purchasing shipping insurance if necessary.

5. Contact Information

If you would like to return or exchange an item, or if you have any other questions, please feel free to contact us by the deadlines listed above using the inquiry form on our website, by email, or by phone.

We will do our best to satisfy our customers.