Return and Refund Policy

At Glim, we appreciate your significant investment in a hand-knotted rug. Our commitment is to provide a purchasing journey that’s not only seamless but also deeply satisfying. We strive to deliver exceptional service and attention to detail at every stage of the shopping process.

In our commitment to deliver your unique rug safely, all orders are meticulously shipped from Kabul, Afghanistan, to Dubai. Once in Dubai, each rug is individually packaged and dispatched by reliable carriers such as DHL or Royal Mail.

• Shiping to United Kingdom

We proudly offer free shipping to your doorstep anywhere in theUnited Kingdom. Once your order is placed, we work diligently to dispatch it via reliable carriers, DHL or Royal Mail, ensuring that your rug reaches you within 20 days. Moreover, all customs duties or taxes are covered by us, so there are no additional costs to your purchase. We aim to make your shopping experience seamless and effortless, with no hidden charges.

• UK Orders Return

For our valued customers in the United Kingdom, your satisfaction is our highest priority. If you are not entirely pleased with your rug purchase, you can return it to us within 10 days of the delivery. We will not only issue a full refund without any deductions but also cover the return shipping cost, underlining our promise of a truly risk-free shopping experience.

• Internationl Orders Shipping ( Non-UK Orders)

For our international customers, we are pleased to offer our beautifully crafted Afghan hand-knotted rugs, sourced directly from Kabul, Afghanistan, delivered to your doorstep. Once your order is placed, we diligently dispatch it via our trusted carriers, FedEx or DHL. Please anticipate a delivery time of  20 to 25 days for international orders. 

However, it’s important to note that we do not cover additional charges like customs duties or taxes associated with international shipping, which will be the customer’s responsibility. We aim to provide an upfront and transparent shopping experience, ensuring you are aware of potential additional costs.

• International Returns

We deeply appreciate the support of our international customers. However, due to logistical challenges, we regret that we cannot offer a return option for purchases made outside the United Kingdom. We apologize for any inconvenience this may cause and thank you for your understanding. We remain committed to ensuring the highest quality of our Afghan hand-knotted rugs and providing you with a satisfying shopping experience.

• Cancellations

While we cannot promise cancellations after the rug has been shipped, we would like to encourage you to contact us as soon as possible to discuss your options. Our dedicated customer support team is always ready to help and may be able to find a suitable solution for your situation.

• Lost or Damaged Rugs

Every order is insured against loss or damage for your peace of mind. If you received a damaged or wrong rug please contact our customer service immediately. Moreover, a tracking number is provided for each order to keep you informed and in control, allowing you to monitor your rug’s journey right to your doorstep. 

If you need any assistance, please don’t hesitate to reach out to us. We are available 7 days a week, 24 hours a day, to help you with any inquiries.

• Terms of return (i.e. number of days)
• State of return (e.g. unworn)
• Reason for return (e.g. damaged or wrong product)
• Process for return (i.e. how to initiate a return, how to contact customer service)
• Process of refund (i.e. terms of refund, duration, payment details)
• Contact details