This guide explains how shipping, customs, returns and support work at The Israel Store. Each answer comes from our shipping policy and our refund policy.
Where do orders ship from?
The Israel Store is registered in Israel. Orders are fulfilled from our network of warehouses and fulfillment partners. This network includes a warehouse in the United States and partners outside the US. The location that ships your order depends on the product and on your delivery address.
Products in our US warehouse collection ship from within the United States.
How long does delivery take?
We process orders within 1 to 3 business days. After that, delivery usually takes:
- United States: 5 to 10 business days
- International: 7 to 21 business days
Customs processing and local postal services can add time in some countries.
Will I pay customs duties or import fees?
Some countries charge customs duties or import taxes on incoming parcels. Where these charges apply, the customer pays them. Your local customs authority sets the amount, so we cannot calculate it for you. If you are unsure, contact your local customs office before you order.
How do returns work?
You have 30 days after you receive an item to request a return. Please email team@theisraelstore.com or use our Withdraw from Contract form first. We will send you the return address and instructions.
Return items in the condition you received them, with tags and original packaging where possible. On a change of mind return, the customer pays return shipping and the original shipping cost is not refunded, unless the law where you live says otherwise. Approved refunds go back to your original payment method within 10 business days.
Customers in the European Union and Israel
You have a legal right to cancel a distance purchase within 14 days of receiving it. EU customers can withdraw for any reason, and we also refund the original standard delivery cost. Customers in Israel have this right under section 14C of the Consumer Protection Law. Full details are in our refund policy.
Items that cannot be returned unless faulty
- Perishable goods, such as food
- Items made to order or personalised for you
- Personal care products, such as Dead Sea cosmetics, once the seal is opened
- Hazardous materials and flammable liquids or gases
- Gift cards
What if my item arrives damaged or wrong?
Contact us if an item arrives damaged or faulty. The same applies if you receive the wrong item. We will do one of the following at no cost to you, and we cover the return shipping:
- Repair the item
- Replace the item
- Refund the item
If your order is lost in transit or significantly delayed, contact us and we will work with you to resolve it.
How do I check on my order or contact support?
Email team@theisraelstore.com and include your order number. You can also use our contact page. Our website chat is answered first by an AI assistant, and you can ask for a person at any time.
How are customer reviews verified?
Our reviews are collected and displayed by our review provider, Judge.me. A review marked Verified comes from a customer whose purchase of that product was checked against our order records. We publish positive and negative reviews. We do not write reviews ourselves or pay for them. Read them on our customer reviews page and see the full rules in our reviews policy.
Frequently asked questions
Can I cancel my order?
Yes. Email team@theisraelstore.com as soon as possible. Orders that have not shipped yet are cancelled with a full refund. Orders that have already shipped can be returned under our refund policy.
What happens if a package is sent back to you?
If a package comes back to us because of an incorrect address or a refused delivery, we refund the order on request after deducting the shipping and customs costs we were charged. You can also ask us to reship it once the extra shipping cost is paid.
Do watches have a warranty?
Yes. Our watches come with an 18 month limited warranty covering manufacturing defects. See our Watch Warranty Policy.
