General

Content, descriptions and pictures on our website are subject to copyright and may not be copied, modified, distributed, transmitted, displayed, published, commercially exploited, have derivative works created from or be reproduced in any form without the written permission of Kashgar. Individual articles copyright to their authors. All rights reserved.  You may not use this site, or any of its content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site or business.

Due to general issues with digital photography, Kashgar cannot guarantee the complete accuracy of colours of product items in our digital photos.  Variation in size, detail and colouring are a normal, in fact a desirable feature of our products, and unless an item is described as a "one off", there may be some small difference from the subject photographed.

All of our products are thoroughly researched, and descriptions are, to the best of our knowledge, accurate and correct.  The information contained on this site ("Kashgar") and provided in our store(s):

  1. is for general information only and does not profess to be all-inclusive;
  2. is not intended as a substitute for qualified advice; and
  3. may contain, or be linked to, advice, statements or opinions of third parties, information providers or content providers and use of or reliance on any such advice, statements or opinions is at the user's own risk.

Wholesaling enquires

Our stock is too diverse, specialised and unique to do any significant amounts of wholesaling.  Having said that, we regularly work with designers, hotels, event management agencies and production companies to fill speciality orders, depending on their particular requirements and what we have in supply.  Given enough lead time, specific orders can be placed in advance with us.  Such orders require a 50% deposit, which is non-refundable in the case of cancellation. All requests for wholesale, bulk or special orders should be emailed to us at info@kashgar.com.au and we will address each one on an individual basis.  Alternatively, please call us on 02 9388 9330 for assistance.

Payment

It is our aim to process all orders within 7 working days of order confirmation and credit card authorisation.

For orders made via this site, payment can be made via credit card (Visa, Mastercard and Amex).  Orders billed to any credit card must include the correct billing address for the credit card, even if the order is being shipped elsewhere.

For orders made by telephone (02 9388 9330, 10.00 am - 5.00 pm Monday to Saturday, or leave a message for us at any hour of the day or night to call you back) and shipped within Australia, payment can be made by internet transfer to our bank account, money order, cheque or credit card (Visa, Mastercard and Amex).  Orders billed to any credit card must include the correct billing address for the credit card, even if the order is being shipped elsewhere.

If picking up directly from one of our stores or having an item delivered direct to your home by us, all other forms of payment already mentioned are acceptable, however please feel free to pay with cash! 

For orders to any foreign country, payment can be made by credit card (Visa, Mastercard, Amex). Orders billed to any credit card must include the correct billing address for the credit card, even if the order is being shipped elsewhere. Overseas orders can also be paid for by Telegraphic Transfer (TT) - please contact us by email for our bank details.  All fees associated with telegraphic transfers must be paid for by the customer. The customer is responsible for any local port, duty or customs excises (including GST and VAT) that may apply. These are assessed and charged by your government's customs authorities and those charges are not included in the prices shown.

There will be a hold on all orders paid for by cheque until the cheque clears. Holds may also apply to large or unrecognized money orders.  Goods will not be sent, delivered or released until full payment is received.

Return policy

We hope that everything you get from Kashgar is something that you will love and treasure forever... but sometimes things go wrong. Here is our return policy. Please feel free to contact us at info@kashgar.com.au if you have any questions.

1. Shipped Items:

Any returns on items shipped must be authorized by Kashgar before the item is returned. Returns without a return authorization will be refused by us.

2. If an item you receive from us is defective:

If any item we sell should fail due to manufacturer defects within one month after receipt, we'll repair or replace it (at our option); if we can't do either, we'll issue you a refund for the purchase price. For authorized returns, you are responsible for the cost of return of the item to us; if the item is faulty we will pay for the shipping, both to return the product to us and to return it to you (by Registered Post). If an item is damaged due to misuse, abuse, incorrect use or accidental damage, unfortunately we will not be able to assist you.

Sale and clearance items are sold "as is" and cannot be exchanged.  We do not issue refunds, exchanges or credit notes for sale and clearance items under any circumstances.

3. If you are not satisfied with a product from us:

Please understand that you are ordering the work of an individual artisan and not a mass produced item, and that variations in size, detail and colouring are a normal, in fact a desirable feature of this type of workmanship.  We cannot guarantee that measurements and looks will be exactly as specified unless the item in question is a one off.  If exact measurements/colours are important, please contact us by email and we will endeavour to assist you prior to your purchase.

You can return an item for a credit. The item must be sent back to us within 14 days of receipt. You are responsible for shipping charges to return the item. Please ship via an insured method; we are not responsible for returns lost on the way back to us. We'll issue a credit for the full amount of purchase, minus a 15% returns fee. The original cost of shipping the item to you won't be credited.  Goods returned must be in their original condition.  Damaged, used or misused goods cannot be exchanged and you will be responsible for all shipping costs.

Note that satisfaction returns will be exchanged for a credit note only, not for a refund.

Special note on packages, combination deals, and special sale prices: these may require that a group of items be bought at one time. If one of the items is returned such that the package, combination deal or sale no longer applies, the overall cost of the order will be adjusted appropriately, and any additional amount due will be deducted from the credit issued to the customer.

Orders which are refused, or which are returned to us as undelivered when shipped to the customer-supplied shipping address, will be treated as a satisfaction return, and subject to our 15% returns fee (or reshipped, subject to an additional shipping fee).

4. For items purchased directly from our store(s):

No return without the original purchase receipt.  Items must be returned within 14 days of purchase.  A credit note will be issued for the full amount of the item.  Refunds will not be given unless the item in question is defective and unreplaceable.  No return or exchange on sale or clearance items.  No exchange on items damaged, used or misused by the customer.

5. How can I use my credit note?

Credit notes are valid for one year from the date of issue.  Credit notes are not transferable to another person.  When using a credit note, the note must be brought in, there are absolutely no exceptions to this rule.

Please contact us at info@kashgar.com.au if you have any questions about a product, or wish to arrange a return.


Your Privacy

Your privacy is very important to us and we will not share any information about you with anyone. Note that international deliveries are subject to opening and inspection by customs authorities.

We may collect information about your tastes and preferences both when you tell us what these are and by analysis of website traffic, including by using cookies.  A cookie is a piece of information that is stored on your computer's hard drive by your web browser.  On revisiting the Kashgar website our computer server will recognise the cookie, giving us information about your last visit.  No personal information such as contact details or credit card numbers is stored in cookies.  Most browsers accept cookies automatically, but you can alter the settings of your browser to prevent automatic acceptance. 

Online visitors purchasing goods and services will need to provide a valid credit card number, expiry date, as well as their name, card billing address, mailing address, telephone number and email address.  The telephone number may be given to our courier for delivery purposes.  These details allow us to process your order and to let you know the status of your order.

Kashgar will only collect personal information (name, home address, email address, phone numbers and date of birth) from our online visitors on a voluntary basis.  We may use information collected about you to help us provide you with a better service and to inform you of goods and services and special offers that may be of interest to you.  You may opt out of this service at any time by sending us an email at info@kashgar.com.au, and requesting to be taken off our mailing list.  We reiterate that this information will NEVER be passed on to a third party.