At Kaleen Baba, every rug is individually made to order by skilled artisans. We do not maintain ready-made stock unless a product is specifically marked as "Ready to Ship." Our shipping process is designed to ensure that each handmade rug is properly completed, quality checked, securely packaged and delivered to the customer as safely as possible. Please read this Shipping & Delivery Policy carefully before placing your order.
Most Kaleen Baba rugs are created only after an order has been successfully placed and confirmed. Because every rug may require individual material preparation, colour matching, handcrafting, finishing, quality inspection and packaging, made-to-order products cannot be dispatched immediately.
Production begins only after:
If we require additional information or approval from the customer, the production timeline may remain on hold until the required response is received.
Our estimated production and processing time is generally 2 to 6 weeks. The exact processing time depends on several factors, including:
Smaller and less complex rugs may be completed closer to the lower end of the estimated timeframe. Large, oversized, highly detailed or fully customised rugs may require the full production period or, in exceptional cases, additional time.
We do not compromise the quality of a handmade rug simply to meet an earlier dispatch date. If a rug does not pass our quality inspection, additional correction or finishing work may be required before it can be dispatched.
All production and dispatch dates provided before completion are estimates and should not be considered guaranteed delivery dates.
The production period and courier delivery period are separate.
The estimated courier delivery period begins only after production has been completed and the order has been dispatched. For example, if a rug requires four weeks for production and five business days for courier delivery, the total estimated time will be approximately four weeks plus five business days.
We offer free standard shipping across India for eligible orders placed directly through the Kaleen Baba website, unless otherwise stated on the product page, quotation or checkout page.
Free standard shipping may not include:
If an order requires special transportation or delivery arrangements, we will inform the customer before dispatch whenever reasonably possible.
International shipping availability, charges and delivery times depend on the destination country, package dimensions, rug weight, courier availability and applicable import regulations. Any international shipping cost will be displayed at checkout, included in the customer's written quotation or communicated before the order is confirmed.
Unless expressly stated otherwise in writing, international customers may be responsible for:
These charges are imposed by the destination country or courier and are outside Kaleen Baba's direct control. Customers should review their country's import requirements before ordering. Kaleen Baba cannot guarantee the amount of customs duties or taxes that may be charged by local authorities.
Where duties and taxes are expressly stated as included or prepaid, the customer will not be asked to pay the same included charges again. Any fee not expressly confirmed as included remains the responsibility of the customer, subject to applicable law.
After dispatch, orders within India generally arrive within approximately 2 to 10 business days, depending on the delivery location and courier service. International delivery times vary according to the destination country, customs process and courier route.
Delivery may take longer for:
During busy sale seasons, festivals or public holidays, delivery may require an additional 5 to 7 business days or longer. Courier transit times are estimates provided by the delivery partner and are not guaranteed by Kaleen Baba.
Where available, customers may enter their delivery postcode or PIN code on the product page to view an estimated courier delivery timeframe. For made-to-order products, any delivery estimate shown on the website must be considered together with the applicable production time.
An estimated delivery date is provided for guidance only. It may change depending on the production process, customer approvals, courier operations, customs clearance or other circumstances outside our reasonable control.
After successfully placing an order, the customer will normally receive an order confirmation by email, text message or another contact method provided at checkout. The confirmation may include:
Customers must review the confirmation carefully and notify us promptly if any information is incorrect.
An automated order confirmation only confirms that we have received the order. It does not guarantee acceptance if payment cannot be verified; the product information contains an obvious error; the selected material is unavailable; the delivery location is not serviceable; additional information is required; the transaction is suspected to be fraudulent; or the order cannot legally or safely be fulfilled.
If we are unable to accept an order, we will contact the customer and process any applicable refund according to the original payment method and payment-provider timelines.
Once an order has been completed and handed over to the courier, the customer will normally receive a dispatch confirmation containing tracking details, where tracking is available. Tracking information may require up to 24–48 hours to become active after the parcel has been collected.
Customers are responsible for monitoring the tracking information and responding promptly to any courier communication. Temporary gaps in tracking updates do not necessarily mean that the shipment has been lost. Tracking may not update while a package is moving between courier hubs, undergoing security checks or awaiting customs clearance.
Customers are responsible for providing complete and accurate delivery information at checkout. Please verify:
Kaleen Baba is not responsible for delays, failed deliveries, losses or additional charges caused by incomplete or incorrect customer-provided information. Customers should notify us immediately if the delivery address requires correction.
Once an order has entered production or has been dispatched, an address change may not be possible. Any additional courier charge for an address correction, shipment redirection or re-delivery may be payable by the customer.
For fraud prevention and payment-security reasons, we may be unable to change the delivery country or make substantial address changes after payment has been completed.
The customer or an authorised person should be available to receive the package at the delivery address. Depending on the shipment, the courier may require:
If the customer is unavailable, the courier may attempt re-delivery, leave instructions or hold the package at a local facility. The customer is responsible for following the courier's instructions within the permitted timeframe.
Any re-delivery, storage, address-correction or return-to-sender charges caused by the customer's unavailability or failure to respond may be payable by the customer, where legally permitted.
Customers should not refuse delivery without first contacting Kaleen Baba. Refusing a package does not automatically cancel the order or create an automatic right to a refund, particularly because our rugs are made specifically for the customer.
A shipment may be treated as refused or unclaimed if the customer:
If an order is returned to us for one of these reasons, the customer may be responsible for the original shipping cost, return shipping cost, storage charges, customs charges and any additional courier expenses, subject to applicable law. Any available resolution will be considered only after the rug has been returned to us and inspected.
Handmade production involves multiple stages, and occasional delays may occur. Possible reasons include:
If a significant production delay occurs, we will make reasonable efforts to notify the customer and provide an updated estimated dispatch date. A short production delay does not automatically make an order eligible for cancellation or compensation, especially where production has already begun, subject to applicable law.
After an order has been handed over to the courier, its movement is managed by the shipping company. Kaleen Baba will assist customers with reasonable tracking enquiries, but we cannot control or guarantee the courier's actual delivery date.
Delivery may be delayed because of:
Kaleen Baba is not responsible for indirect losses, missed events, lost business opportunities or other consequential losses caused by a courier or customs delay, to the extent permitted by law. Customers should place time-sensitive orders sufficiently in advance.
For international orders, customers must provide any information or documentation reasonably requested by the courier or customs authority. Failure to respond may result in:
Kaleen Baba is not responsible for delays or charges caused by the customer's failure to complete the customs-clearance process. The customer is responsible for ensuring that the ordered product can legally be imported into the destination country.
Customers should inspect the external packaging before accepting or opening the shipment. If the package appears torn, crushed, wet, opened or otherwise damaged, the customer should:
The customer should not discard the original packaging until the rug has been inspected and any shipping-related concern has been resolved. The courier or insurer may require the packaging as evidence during an investigation.
If a rug arrives with visible transportation damage, customers should contact us as soon as reasonably possible. Please provide:
We recommend reporting visible transit damage within 48 hours of delivery so that we can contact the courier promptly. This requested reporting timeframe does not remove any mandatory legal rights available to the customer.
Customers must not repair, clean, cut, alter or dispose of the damaged rug or packaging before receiving instructions from Kaleen Baba, as doing so may affect the courier investigation.
If tracking has not updated for an unusual period or a package appears to be lost, please contact Kaleen Baba. We will request an investigation from the courier. Such investigations may require time and can include:
A shipment will not be treated as officially lost until the courier has completed its investigation or confirmed the loss. Any applicable replacement, refund or other resolution will be considered according to the investigation outcome, insurance coverage, marketplace requirements and applicable law.
If the courier marks an order as delivered but the customer cannot locate it, the customer should first:
If the package remains missing, contact Kaleen Baba promptly so that we can request further information from the courier. A replacement or refund cannot be guaranteed solely because the customer cannot locate a package marked as delivered. The matter must first be investigated.
If the customer asks us to deliver the order to another person, business, hotel, warehouse, freight forwarder or third-party location, delivery to that authorised location will generally be considered successful delivery.
Kaleen Baba is not responsible for loss, damage, delay or mishandling occurring after delivery to a third party selected by the customer. Customers using a freight forwarder or reshipping service are responsible for confirming that the provider can safely handle oversized handmade rugs.
Every rug is packed according to its size, material, construction and destination. Packaging may include protective wrapping, moisture-resistant layers, reinforced materials or other suitable protection.
Large rugs may be folded, rolled or compressed for transportation. Temporary creases or pile pressure may occur during shipping and usually reduce after the rug is unpacked, laid flat and allowed to settle. Customers should open the package carefully and avoid using sharp objects near the rug.
For orders delivered within India, the price shown at checkout will generally include applicable product taxes and standard shipping unless the website or quotation clearly states otherwise.
However, additional charges may arise when caused by:
For international orders, customs duties, taxes and destination-country charges are included only when expressly confirmed in writing or clearly displayed as included at checkout.
We aim to communicate known charges transparently before the order is confirmed. However, we cannot guarantee or control fees imposed independently by customs authorities, governments, couriers or third-party service providers.
For questions about production, dispatch, tracking or delivery, please contact:
Please include your full name and order number in every enquiry so that we can assist you efficiently.
By placing an order with Kaleen Baba, the customer acknowledges the made-to-order nature of the product and accepts the applicable production, shipping and delivery terms described above. Nothing in this Shipping & Delivery Policy is intended to limit any mandatory consumer right that cannot legally be excluded.
USD