Shipping policy
According to our e-commerce sales policies and terms of use, by completing a purchase, the customer **acknowledges and agrees** that **Kelme** or its managing team bears **no responsibility** for any additional fees imposed by the authorities in the destination country, including but not limited to:
- Customs duties
- Value Added Tax (VAT)
- Clearance fees
- Any other import taxes or local charges
**Important Note:**
We are **not responsible** after the purchase is completed for any duties, taxes, or clearance fees applied when the shipment arrives in your country. These fees are levied by the relevant authorities in your country (such as customs or tax agencies) and are calculated according to local import regulations.
However, in **most cases**, shipments are delivered without any additional charges, especially for personal orders or those of low value.
We always strive to **notify you in advance** if we expect any additional fees upon delivery. However, we cannot guarantee this for all countries due to frequent changes in customs policies.
**Our responsibility is limited to shipping your order with an official purchase invoice** stating the product value and description.
**Therefore, we strongly advise you to check the customs regulations and import rules in your country before placing your order** to avoid any unexpected charges or delivery delays.
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### **Delivery Address**
- The delivery address must be provided accurately and in full detail.
- **Kelme is not responsible** for failed deliveries due to incorrect or incomplete addresses provided by the customer.
### **Shipping Costs & Confirmation**
- Please review all shipping costs and delivery details carefully before finalizing your order.
- If you encounter any issues during the delivery process, please contact our technical support team immediately.
### **Third-Party Delivery Services**
- When using third-party courier or postal services, you are subject to their respective policies, terms of use, and tracking procedures.
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## **Shipping & Delivery Costs**
Shipping fees are determined based on the delivery location as follows:
- **Orders within Amman (Jordan’s capital):** 3 JOD
- **Orders to other governorates across the Kingdom:** 5 JOD
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## **Delivery Timeframes**
1. **Orders placed before 5:00 PM (local time):**
- Will be delivered within **24–48 working hours**, excluding Fridays, Saturdays, and official public holidays.
2. **Orders affected by stock availability:**
- In some cases, delivery may take longer than 48 hours, depending on product availability in our Amman warehouse.
- If a delay is expected, the customer will be informed on the same day, and delivery will proceed upon confirmation.
3. **Orders placed after 5:00 PM (end of official working hours):**
- The delivery timeframe begins on the **next business day**.
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## **Return Rules & Policies**
The customer has the right to return a product under the following circumstances:
- The product is **damaged upon arrival** and not usable.
- The product received **does not match** the images or specifications listed on the website.
### **Handling of Returned Goods**
- **Kelme reserves the right** to dispose of, destroy, or otherwise handle returned items as it deems appropriate.
- If such action is taken, the relevant supplier will be notified, and necessary measures will be implemented.
### **Products Not Eligible for Return**
Returns will **not** be accepted for products that:
- Match the specifications listed on the website and have **no manufacturing defects**.
- Have been **used, altered, or damaged** by the customer in a way that changes their original condition.
- Have had their **serial number removed or tampered with**.
- Are returned **more than 3 days after delivery**.
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## **Order Cancellation Policy**
- The customer may **request to cancel or modify** an order **only before it has been shipped**.
- The customer has the right to cancel the order if the product is not received within the stated delivery timeframe, as indicated during the purchase process. This may occur due to:
- A defect preventing the product from entering the actual shipping process.
- An incorrect address entered by the customer — in this case, the customer bears full responsibility.
- Lack of clear information to track the shipping and delivery status.
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At **Kelme**, we are committed to providing a secure, reliable, and seamless shopping experience. Thank you for trusting us.
For any inquiries, please contact our customer service team.