Shipping & returns

Every order goes through two stages: production, then shipping. Production time is shown on each product page because it changes with the method, the material and the quantity.

Production days are counted from proof approval and payment, not from when you started designing. Fridays, Saturdays and public holidays are not working days.

Working to a date? Contact us before you order, on 03-616-6816 or on WhatsApp, and we will tell you up front whether it is realistic. Better to ask first than to be sorry afterwards.

This English text is provided for convenience. In the event of a discrepancy, the Hebrew version prevails.

At checkout you can choose one of the following:

• Collection from the studio, by arrangement, Sunday to Thursday between 10:00 and 18:00. No charge.
• Courier to your home or to the institution.
• Israel Post.

Shipping charges are calculated and shown in full at checkout, before you confirm the order and before you are charged.

It is your responsibility to give a complete, accurate address and a reachable phone number. A parcel returned to us because of a wrong address, an absent recipient or a refusal to accept delivery will incur a further shipping charge to send it again.

Institutions should give a contact name and the hours when somebody will be there to receive the parcel — particularly schools and synagogues that are not staffed continuously.

We pack each item according to what it is, but transit damage can happen. Please inspect your item soon after it arrives.

If it arrives broken or damaged, contact us within 48 hours of delivery and attach photographs of the item and of the packaging. Telling us early lets us claim against the courier and replace the item quickly.

This is the most important section in this document, and we are stating it plainly rather than burying it.

The Israeli Consumer Protection Regulations (Cancellation of a Transaction), 5771-2010, list goods to which the ordinary right of cancellation does not apply. Among them are goods manufactured specifically for the consumer as a result of the transaction.

Almost everything we make falls into that category: a donor board carrying names, a memorial plate carrying wording, an award bearing a recipient’s name, signage carrying an institution’s name, or a tzedakah box carrying a logo. These items cannot be sold to anyone else, so once an order has gone to production it cannot be cancelled for a refund.

We are deliberately not publishing a blanket 14-day returns policy here, because we could not honour it and it would be wrong to promise a customer something that will not be kept.

Despite the above, you may cancel in any of these cases:

• Before the order reaches production. Contact us immediately after payment, before the file goes to the machines, for a full refund. Production usually begins on the first business day after the order, so phone rather than only emailing.
• A stock item that was not personalised and has not been engraved or printed may be returned within 14 days of receipt, provided it is unused and in its original packaging. A cancellation fee at the rate set by law may be deducted.
• A manufacturing defect, transit damage, or a mismatch between what was delivered and the proof you approved — see the next section.

If the item delivered does not match the proof you approved, or has a manufacturing defect, we will correct it or remake it at our expense. If that is not possible we will refund you in full. That is our responsibility and we stand behind it.

If, however, the spelling, date, name or vowel-mark error was already present in the proof you approved before payment, the item was made correctly to your order. In that case we cannot credit the order, but we will help you order a corrected item at a reduced price. This is why we ask you to read the wording twice before approving.

On memorial and dedication work we proof the wording ourselves as an added service. If something looks unusual to us we will stop and contact you before production.

For a run of items we recommend ordering a single unit first, holding it in your hand, and only then ordering the rest. It is the safe way to confirm tone, letter height and finish before dozens of pieces are made.

Once a run has been produced against an approved sample, it cannot be cancelled.

An approved refund is returned to the payment method used for the transaction, within the period set by law.

To request a cancellation or refund, call 03-616-6816 or email 1@graphicatz.co.il, quoting your order number.