Returns, exchanges and transaction cancellations

Last updated: 15.11.2026

We want you to love every piece. And if something doesn't fit right, or you have regrets, here's exactly what we do.

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	How long?	What do you get?
Transaction cancellation (Refund)	14 days from receipt of the product	Refund, less cancellation fee: 5% or ₪100, whichever is lower. For partial returns that fall below the free shipping threshold, also ₪30 shipping
exchange	14 days from receipt of the product	Another item, or a full-value website coupon
Exchange of a 1+1 sale item	5 days from receipt of product	Another item from the sale
Defective product	14 days from receipt of the product	Repair, replacement or full refund. Shipping on us
Customized product	—	Cannot be cancelled or exchanged, except in the case of a defect.

1. Transaction cancellation and refund

According to the Consumer Protection Law, 5741-1981.

1.1. You can cancel the deal. From the date of order until 14 days from the date you received the product, or from the date you received the order confirmation email, whichever is later.
1.2. Cancellation before the package has left: No cancellation fees, and a full refund including shipping fees.
1.3. Cancellation after the package has been shipped: Will apply Cancellation fee of 5% of the price or NIS 100, whichever is lower. Shipping fees already paid will not be refunded. There are no additional fees.
1.4. Conditions for return: The product was unused, undamaged, and has the original label attached.
1.5. Shipping cost back to us On you, except in the case of a defective product or a product different from what you ordered.
1.6. The refund will be made within 14 days. From the day we receive the cancellation notice, and provided that the product has reached us. The refund will be given to the same payment method used: credit or debit card (including Google Pay and Apple Pay), or PayPal. When the money appears in your account also depends on the credit card company.
1.7. 1+1 offer: You cannot return just one item from a 1+1 sale. To cancel the transaction and receive a refund, return both items. Alternatively, you can exchange an item for another item of the same value that was included in the sale.
1.8. A gift you received in a sale No fee: If the transaction is canceled, it will also be refunded, or its value will be deducted from the refund.
1.9. Senior citizen (age 65 and over), person with a disability or new immigrant: If the transaction included a conversation between you and us, for example by phone or WhatsApp, you can cancel within 4 months of the order, according to the law. The cancellation request must be accompanied by appropriate documentation.
1.10. Partial return and free shipping: Free shipping is a benefit given to orders that exceed a certain amount (usually ₪299, and in promotions the threshold may vary). If you return some of the items, and the amount of items you have left falls below the threshold applicable to the order, the order no longer meets the terms of the benefit, and therefore The standard shipping fee of ₪30 will be deducted from the refund. This is not part of the cancellation fee.
example: Order of ₪350 with free shipping. You return an item of ₪100, and you have ₪250 left, under ₪299. Refund: ₪100, less ₪5 cancellation fee (5%), less ₪30 shipping = ₪65.
The clause does not apply to replacement with another item, nor to a defective product.

2. Replacement

2.1. You can exchange an item Within 14 days From the day you received it, in another item from the site, or receive A full-value website coupon, with no cancellation fees.
2.2. If the new item is more expensive, you pay the difference. If it is cheaper, you keep the difference as a coupon.
2.3. Item purchased on a 1+1 sale Can I replace it? Within 5 days From the day you received it, on another item that participated in the same promotion. After 5 days it cannot be exchanged, But it is still possible to cancel the transaction according to Section 1.
2.4. Shipping costs for exchanges are your responsibility: shipping to us, and ₪30 for shipping the new item. You can also exchange at the studio and pick up the new item there, by prior arrangement, with no shipping cost.

3. A defective product, or a product different from what you ordered

3.1. If you receive a defective product, or a different product than what you ordered, contact us within 14 days, preferably with a photo.
3.2. At your option: we will repair, replace, or refund everything you paid, No cancellation fees, and shipping is on us both ways.
3.3. Handmade: Slight differences in color, pattern, or placement of decoration between the product and the image are part of the craftsmanship. They are not considered a defect, but can still be canceled or exchanged according to sections 1 and 2.

4. Customized product

4.1. "Customized product" It is a product that is designed, sewn, or modified specifically according to your request. For example: fabric, color, size, or decoration of your choice, matching a dress, or a special invitation for the bride and the event.
4.2. By law, it is impossible to cancel a transaction for a product that was specially made to your order, and it is impossible to exchange it. The only exception: a defective product, or a product that does not comply with what was agreed upon between us in writing.
4.3. Customization starts at ₪350.
4.4. Before we start sewing, we will send you a written summary of the order: description, price, deposit amount, and delivery date. The order begins only after you have confirmed the summary and paid a deposit of 10%–20% of the order price. The amount of the advance payment is determined by the order and is written in the summary.
4.5. Once you have confirmed the summary and paid a deposit, the order cannot be canceled, and the deposit is not refundable. The deposit covers the design and meeting time dedicated to your customization, and the materials and labor reserved for the order.
4.6. A product from the catalog that you requested to change only a small detail about, like length or rubber, Not considered a customized product. All cancellation and replacement rules in sections 1 and 2 apply to it.

5. Gift cards and coupons

5.1. A gift card or coupon cannot be exchanged for cash.
5.2. An item paid for with a coupon or gift card: Upon cancellation, the amount will be refunded as a coupon or gift card, of the same value.

6. How to return or exchange

Send us a message On WhatsApp or by email, with the order number and what you would like to do: cancellation, exchange or defect. You can also use the form Contact us. The message is the cancellation message., And she sets the date.
Cedar The item in appropriate packaging, with the original label and invoice. If you saved the page that came with the package, fill out the return form there and stick the label at the bottom to the package. This helps us process it faster, but it is not mandatory.
Send To: Chapchola, 10 Hanasi St., Givat Shmuel 5402146. Write your phone number and ours on the package, 050-8806828. It is recommended to send by registered mail and save the tracking number. You can also bring the item to the studio, by prior arrangement via WhatsApp: 050-8806828.
When the package arrives, we will contact you and issue the refund, exchange or coupon.

A delivery confirmation from Israel Post does not always mean that the package is already with us. If a few days have passed and you have not heard from us, write to us.

The letter in the package: Each package comes with a printed page with return instructions. If there is a difference between it and this page, the version that is more favorable to you applies. In particular: Even an item purchased in a 1+1 sale can be canceled and refunded within 14 days (section 1), and a discount code you used does not affect your right to a refund.

7. Questions

WhatsApp 050-8806828 · chapachula11@gmail.com