Returns and Exchange Policy

At Golestan, customer satisfaction is of utmost importance to us, which is why we take our customers' requests seriously and are as flexible as possible when it comes to returns and exchanges.

Please review the following policy and feel free to contact us with any questions you may have.

1. Exchange Policy

In order to accommodate requests such as "The product is a little different from what I expected, but a different product would be fine..." or "I'd like to exchange the size," we will accept product exchanges under the following conditions.

  • Exchange period: Please contact us within one month from the date you receive the product.
  • Products eligible for exchange: As a general rule, the delivered product will be exchanged for a product of the same price range .
  • About price difference:
    • If the item you wish to exchange is more expensive than the item you have, you may exchange it for an item by paying the difference in price.
    • If the item you wish to exchange is of a lower price 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 an unused condition (not stepped on or laid on the floor, except for when they have been tried on).
    • We may not be able to exchange products that have been damaged or stained by the customer, or products that are missing 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 guide you through the exchange procedure.
  • Regarding shipping costs: In principle, the customer is responsible for the round-trip shipping costs associated with the 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 where returns are accepted

  • In case of initial defects or damage during delivery: We thoroughly inspect all products before shipping, but if for any reason you find an initial defect 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 return or exchange.

    • Please contact us within 5 days of receiving the product to let us know the exact 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 obviously different from the information listed: If the color, size, material, etc. of the product is 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 the specific discrepancy.
    • Please be aware 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): In order to ensure our customers' satisfaction, we will accept returns for customer convenience, such as "the product was different from what I expected" or "the size was not right," only if the following conditions are met.

    • The product must be in an unused condition (except for being tried on; in the case of carpets, it 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 our company when shipping the product (packaging costs, shipping fees, various fees, etc.). These expenses will be deducted from the refund amount.

Cases where returns are not 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, those that have not been walked on or laid and are not in like-new condition).
  • Products that you contact us about 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 returns due to customer reasons) has passed after the arrival of the product.
  • Products that have become scratched, stained, broken, or have an odor while in the customer's possession.
  • Products with missing, damaged or defaced product accessories (tags, certificates, boxes, etc.).
  • Products that are clearly stated on the product page as "non-returnable" or "non-exchangeable."
  • Requested items, special order items, custom-made items.
  • Requests for returns or exchanges from someone other than the person who placed the order.
  • Products returned without prior notice (in this case, we may return the item 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 on which we process the return will be the date on which the charge to the credit card company is cancelled. If the return date crosses the credit card company's closing date, the charge will be made once, and the card company may refund (or offset) the amount from the following month onwards. For details, please contact your card company.
  • If you use a bank transfer: After the returned item arrives at our company and we have checked its condition, we will refund the amount to your designated bank account within 5 business days. Transfer fees will be borne by our company in the case of a return due to our own error, and by the customer in the case of a return 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 cost of shipping the product (packaging fee, outbound shipping fee, payment fee, 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 use packaging that is similar to or better than the original packaging to prevent the product from being damaged or lost during transport. We cannot be held responsible for any damage or loss that occurs during return shipping, so please consider using shipping insurance if necessary.

5. Contact Information

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

We will do our best to satisfy our customers.