Frequently Asked Questions

Are these products really handmade?

Yes. Every piece is made by hand and carries an Origin Passport that names its maker and city. We onboard artisans manually and verify origin before any listing goes live.

Where do you ship, and how long does it take?

Worldwide from Morocco via DHL Express with full tracking. Typical transit is 2 to 7 business days after dispatch.

Who pays customs and duties?

We do. Every order is Delivered Duty Paid (DDP), so there are no surprise customs fees on delivery.

Can I cancel or return an order?

You can cancel within 24 hours of ordering, before it enters fulfillment. Ready-to-ship items can be returned within 14 days for a full refund, with return shipping paid by the customer. Made-to-order pieces are non-returnable unless they arrive damaged or not as described. Full terms are on our Shipping and Returns page.

How are the makers paid?

Kilimy is an artisan-owned model. The maker keeps the majority of each sale; our share covers processing, handling, and shipping. Splits vary by craft and category, but the artisan always earns the larger part of their work's value.

What if my item arrives damaged?

Email us within 48 hours with photos of the packaging and item. We resolve it quickly with a replacement or refund.

Who do I contact for support?

support@kilimy.com. Real people reply, and you always have a clear order reference.

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