Our Returns and Refunds Policy
Received your order and changed your mind about it?
Not a problem! My Jerusalem Store will be more than happy to assist you should you want to exchange your product or return it for a refund. To begin the process of returning unwanted items, please email us at [email protected] and one of our Customer Service representatives will be in touch with you shortly to provide detailed instruction and answer your questions.
Returning Non-Defective Products
My Jerusalem Store accepts returns and exchanges on unwanted items that are in perfect condition within 21 days of item delivery. Please be aware that when returning non-defective items, the customer is responsible for the return shipping fees and all other incurred costs. Once your returned item has been received, you will be informed of your package’s arrival to our facilities and one of our representatives will begin issuing your refund or exchange. Please keep in mind that My Jerusalem Store cannot begin processing your refund or exchange until after we have received your item back to our offices in Israel.
We accept returns on the following Non-Defective products:
- Unused Religious Products
- Unused Homeware and Israeli Art
- Unworn Jewelry
- Undamaged Books and Souvenirs
- Unworn Clothing, Shoes, and Hats
- Unopened Dead Sea Cosmetics and Media.
Please be aware that some products, such as Luxury Gold Jewelry, certain Religious Articles and some Home Décor items made from 925 sterling silver may be subject to a 15% restocking fee. If you're not sure whether this fee applies to your product, please contact our Customer Service team and they will look into it for you.
All returned items must arrive undamaged to our facilities in their original packaging, complete with tags and accessories.
Returning Defective Products
In the event that your order arrives broken or otherwise defective, it is the customer’s responsibility to notify us of the damages within 7 days of receipt. When contacting our Customer Service team, we ask that you please describe the nature of the product’s defects and provide us with clear and accurate photos of the damaged goods so we can verify that the item did indeed arrive to you in a defective condition. Once we have confirmed the defectiveness of your item, our representatives will contact you to assist you with returning, exchanging, or refunding the damaged item. My Jerusalem Store assumes responsibility for return shipping costs on defective items. Once we have received the damaged product back to our warehouse, you will be informed of its arrival and we will issue you a refund or send you a replacement item depending on your instruction.
Due to Safety Reasons, We Cannot Accept Returns on the Following Products:
- Personalized Items (such as Name Jewelry, engraved Rings, etc.)
- Opened, Damaged, or Used Cosmetics
- Perishable / Opened Food Items.
These items will not be refunded.
If you have any further questions regarding our Return Policy, you can reach us at:
Office Hours: Sunday thru Thursday 09:00 - 17:00 (Israeli time)
We look forward to hearing from you and thank you for choosing our store.
Have a blessed day!
The My Jerusalem Store Team