Customer Service

For online purchases covered by Israeli law, you may cancel from the date of purchase until 14 calendar days after receiving the item or the legally required transaction disclosure document, whichever is later. This includes a change of mind or an incorrect size selection. Discounted and sale items have the same statutory cancellation rights.

A consumer aged 65 or over, a new immigrant within five years of receiving their eligibility certificate, or a person with a disability may have up to four months to cancel, counted from the latest applicable date above, if the purchase involved a conversation with us, including electronic communication, as provided by law. We may request the eligibility documentation permitted by law.

To cancel, email support@shekel-klan.com or send registered mail to Panorama Building, Ben Tsvi Road, Tel Aviv-Yafo, Israel. Include your name and order number so we can identify your purchase. Prior approval is not required to give a cancellation notice. Any other cancellation method available under applicable law remains available.

For a statutory cancellation, we will refund the amounts paid for the cancelled transaction and cancel outstanding charges within 14 calendar days of receiving your cancellation notice. For a change-of-mind cancellation, we may charge a cancellation fee of up to 5% of the transaction price or ₪100, whichever is lower. Store credit or an exchange will not replace a refund you are entitled to by law unless you choose it.

For a change-of-mind cancellation, return the item to our business address at your expense. Please contact us to coordinate delivery and pack the item carefully. Use of the item alone does not remove a statutory cancellation right, but we may seek compensation as permitted by law for a significant deterioration in its condition that reduces its value.

Statutory exceptions may apply, including goods manufactured specifically for a customer. Selecting a standard size from our catalogue does not by itself make an item custom-made. Nothing in this policy limits mandatory rights under Israeli law or other applicable consumer law.

If an item you received is damaged or defective, please contact us at support@shekel-klan.com as soon as you discover the issue. Please include clear photos of the fault where possible.

If you cancel because of a defect, a mismatch with the agreed description, failure to deliver on time, or another breach by us, no cancellation fee applies. We will refund the amounts paid for the cancelled transaction and cancel outstanding charges within 14 calendar days of your cancellation notice, as required by law.

If you received the item, make it available for collection at the place where it was delivered and let us know. We will arrange collection at our expense. A replacement or store credit is optional and does not replace a statutory right to a refund. Your other legal remedies remain unaffected.

As the buyer, you are responsible for ensuring that the product can be lawfully imported into your destination country. For international orders, the buyer is considered the importer of record and must comply with all laws and regulations of the destination country.

Orders shipped internationally may be subject to import taxes, customs duties, and additional fees charged by the destination country.

The recipient of an international shipment may be required to pay these charges once the shipment reaches their country. Any additional customs clearance charges are the responsibility of the recipient. We have no control over these charges and cannot predict their amount.

Customs policies vary from country to country, so we recommend contacting your local customs office for more information. Customs clearance procedures may also cause delivery delays.