Refund & return policy

We want you to love what you receive. Every piece is made by hand in Bethlehem or Jerusalem, and we know that choosing a gift online takes trust. If something isn’t right, we’ll do our best to make it right.

Returns: what qualifies

You may return most items within 30 days of delivery for a refund, as long as they are:

• unused and in the same condition you received them, and
• in their original packaging, including the gift box and certificate of origin.

Because every piece is handmade, small differences in wood grain, color and detail from the pictures on our website are part of its character and are not considered defects.

How to start a return

1. Email us at hello@giftsoftheholyland.com or use our contact form within 30 days of delivery. Please include your order number, the item or items you’d like to return, and the reason.
2. We’ll reply within 1 business day with the return address and simple instructions.
3. Pack the item securely in its original gift box, with the certificate of origin, and send it using a trackable shipping service. Please keep your tracking number until your refund arrives.

Return shipping is paid by the customer, unless the item arrived damaged or we sent you the wrong item. Please don’t send items back without contacting us first, so we can make sure your return reaches the right place and is handled quickly.

Damaged, defective or incorrect items

We pack every piece with care, but journeys are long and accidents happen. If your order arrives damaged or defective, or if we sent the wrong item:

• Email us at hello@giftsoftheholyland.com within 7 days of delivery with your order number and a photo or two of the item and its packaging.
• We’ll send a free replacement or give you a full refund, including shipping, whichever you prefer.
• There’s no need to return the damaged item.

If a replacement isn’t available because the piece was one of a kind, we’ll offer a full refund or help you choose something similar.

Refunds

Once your return arrives, we’ll check it and email you to confirm. Approved refunds are issued to your original payment method within 5 business days of our receiving the return. Depending on your bank or card provider, it may take a few more days for the refund to appear on your statement.

Your refund covers the amount you actually paid for the returned items, after any bundle savings or promo codes. Original shipping charges are refunded when the return is due to our error or a damaged item.

Exchanges

We’re happy to exchange an item for another piece. Start a return as described above and tell us what you’d like instead. When the original arrives, we’ll send your new piece and refund or charge any difference in price. If you’d like your new piece sooner, you’re always welcome to place a new order and return the original for a refund.

Returning a gift

If you received a piece as a gift and would like to return it, contact us with the order number if you have it, or the name of the person who sent it, and we’ll find the order. Once we receive the item, we’ll issue store credit for the amount paid, sent to you by email as a code you can use on any piece in our shop. We won’t let the giver know.

Items that can’t be returned

• Gift cards.
• Personalized or custom-made items, such as engraved pieces or special commissions, unless they arrive damaged or incorrect.
• Items that have been used, altered or damaged after delivery, or that are missing their original packaging.

One-of-a-kind originals

Original paintings and other one-of-a-kind pieces can be returned within 30 days of delivery, like everything else in our shop. Because each one cannot be replaced, please contact us before sending it back, pack it in its original packaging, and ship it with insured return shipping for its full value. We’ll issue your refund once it reaches us in its original condition.

International returns

Customers outside the United States may return items within the same 30 days. Please contact us first for the return address. International return shipping, along with any customs fees charged on the way back, is paid by the customer unless the item arrived damaged or incorrect. Marking the parcel as “returned goods” on the customs form usually helps avoid duties. Import duties and taxes charged by your country when the order was delivered are set by your government, and we’re unable to refund them.

Questions

If you’re ever unsure, just ask. Write to hello@giftsoftheholyland.com or use our contact form. We reply within 1 business day, Monday to Friday, 9am–5pm Eastern Time.