EYE WISH

Last Updated: November 24, 2024

Overview

At R&A Jewelry House, we understand that the safe and timely delivery of your fine jewelry is of utmost importance. This shipping policy outlines our procedures for delivering your precious items, ensuring they reach you securely and in perfect condition.

Shipping Services and Timeframes

We partner with premium courier services including regular post, FedEx, DHL, and UPS to ensure the highest level of security and reliability for your shipments. All deliveries are fully tracked and insured for their complete value. Each order is ready for shipment after the jewelry is finished being made (made to order).

Domestic Shipping (within Israel)

We offer three levels of domestic shipping service:

Standard Delivery: Your order will be shipped within 2-3 business days after orders are ready. This service is complimentary.

Express Delivery: For urgent orders, we provide next-business-day shipping to most locations within Israel. This premium service is available for a fee.

Same-Day Delivery: Available exclusively within Tel Aviv and surrounding areas for orders placed before 2:00 PM local time. This service available for a fee and ensures delivery by 8:00 PM the same day.

International Shipping

International shipments are carefully handled through our premium courier partners. Delivery timeframes vary by destination:

European Union: 3-5 business days

North America: 4-6 business days

Asia Pacific: 5-7 business days

Rest of World: 6-10 business days

International shipping rates are calculated based on the destination country and the value of your order. All international orders are shipped with full insurance and tracking capabilities.

Insurance and Security

Every shipment, whether domestic or international, is fully insured for its complete value at no additional cost to you. We utilize discrete packaging that doesn't indicate the valuable nature of the contents, enhancing security during transit.

Signature Requirements

For your protection, we require signatures upon delivery for:

• All international shipments
• Any domestic order
• All orders containing diamonds or precious stones
• Custom-made pieces
• Items shipped to non-residential addresses

Tracking Your Order

Upon dispatch, you will receive an email containing:

• Your tracking number
• Estimated delivery date
• Link to the courier's tracking portal
• Our customer service contact information

You can also track your order directly through your account on our website or by contacting our customer service team.

Customs and Import Duties

For international orders, please note that:

Import duties, taxes, and customs clearance fees are not included in our shipping rates. These charges vary by country and are the responsibility of the recipient. We recommend checking your local customs regulations before placing an order.

We properly declare all items on customs forms and cannot mark items as gifts or with a lower value than their actual worth.

Shipping Restrictions

Due to security and insurance requirements, we cannot ship to:

• PO boxes
• Unverified addresses
• Certain high-risk countries
• Freight forwarders without prior arrangement

Special Handling

High-Value Items

Orders exceeding 3,000$ receive additional security measures:

• Specialized packaging
• Priority handling
• Enhanced tracking
• Direct communication with our logistics team

Custom Orders

Shipping for custom-made pieces follows specific protocols:

• Photos sent for approval before shipping
• Enhanced insurance coverage
• Signature required delivery
• Direct tracking updates from our fulfillment team

Delivery Issues

In the event of a delivery issue:

Non-Delivery: If your package shows as delivered but you haven't received it, contact us within 24 hours. We will immediately initiate an investigation with the courier service.

Failed Delivery Attempts: After three failed delivery attempts, packages will be returned to us. We will contact you to arrange redelivery or refund.

Incorrect Address: Additional charges may apply for packages returned due to incorrect address information.

Free Shipping Promotions

We occasionally offer free shipping promotions with the following terms:

• Minimum purchase requirements may apply
• Valid only for standard shipping unless specified
• May be limited to specific geographical areas
• Cannot be combined with other shipping promotions

Environmental Commitment

We are committed to minimizing our environmental impact through:

• Recyclable packaging materials
• Carbon-neutral shipping options where available
• Consolidated shipments when possible
• Eco-friendly packaging alternatives

Changes to Shipping Policy

We reserve the right to modify this shipping policy at any time. Changes will be effective immediately upon posting to our website. Significant changes will be communicated via email to registered customers.

Contact Information

For any shipping-related queries, please contact our dedicated shipping department:

Email: info@rillalmog.com

Phone: +972 525490512

Hours:

Sunday – Thursday 09:00-19:00

Friday 10:00-16:00

Saturday is family time, we’ll be back on Sunday

During holiday periods or exceptional circumstances, shipping timeframes may be extended. Any known delays will be communicated on our website and through order confirmation emails.

This shipping policy was last updated on [November 24, 2024] and supersedes all previous versions.

Last updated: November 14, 2024

Our Promise to You

At R&A | Jewelry House, we want you to be completely happy with your purchase. We understand that buying jewelry online can be challenging, which is why we've created a straightforward and fair return policy.

Your 14-Day Return Window

What This Means for You

• You have 14 days from the day you receive your jewelry to decide if it's perfect for you
• This gives you plenty of time to try the piece on and make sure it's exactly what you wanted
• The 14-day period starts from the delivery date, not the purchase date

Requirements for Returns

To make sure we can accept your return, please ensure:

1. Your jewelry is in the same condition as when you received it.
2. The item hasn't been worn (except for trying it on)
3. All original tags are still attached
4. You have all the original packaging (boxes, pouches, certificates)
5. You can provide your proof of purchase (order confirmation email or receipt)

How to Return Your Jewelry

Step 1: Start Your Return

Contact us at info@rillalmog.com with:

• Your order number
• The item(s) you want to return
• A brief reason for the return (this helps us serve you better)

Step 2: Get Return Authorization

• We'll review your request quickly (usually within 24 hours)
• If approved, we'll send you:
  • A return shipping label
  • Detailed packaging instructions
  • The return address: 2 Bizaron st, Tel-Aviv 6722009, IL
  • A unique return authorization number

Important Note:

Please don't send items back without contacting us first. Returns sent without authorization may not be accepted or processed.

Damages or Wrong Items

If Something's Not Right

We carefully inspect all jewelry before shipping, but if you receive:

• A damaged item
• The wrong piece
• An item with quality issues

Please:

1. Take clear photos of the issue
2. Contact us immediately at info@rillalmog.com
3. Keep all original packaging
4. Don't attempt to repair or modify the item

We'll work quickly to resolve the situation and may request photos to help us process your case faster.

Items We Can't Accept for Return

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

• Custom-made or personalized jewelry (including engravings)
• Special orders or bespoke pieces
• Earrings (for hygiene reasons)
• Items that have been worn beyond trying them on
• Items without their original certificates or authenticity cards

Sale Items and Gift Cards

• Items purchased during sales are final sale unless defective
• Gift cards cannot be returned or refunded
• Special promotion items may have different return conditions (always specified at time of purchase)

Exchange Process

We recommend:

1. Return your current item following our return process
2. Place a new order for the item you want
3. Once your return is processed, you'll receive your refund

Why this works better:

• You don't have to wait for the exchange to be processed
• You can secure the new item immediately
• Avoids potential availability issues
• Ensures faster processing

Special Rules for European Union Customers

If you're in the EU, you have additional rights:

• -14day cooling-off period to return items for any reason
• No need to provide a reason for your return
• This is in addition to our standard 30-day policy
• Same condition requirements apply (unworn, tags attached, original packaging)

Refund Process

Timeline and Steps

1. Ship the item back to us using the provided return label
2. We'll inspect the return when it arrives (1-2 business days)
3. We'll email you to confirm if the refund is approved
4. Approved refunds are processed within 10 business days
5. The money returns to your original payment method

Important Notes About Refunds

• Bank processing times vary (typically 3-7 additional business days)
• International refunds might take longer
• Original shipping costs are only refunded if the item was defective
• Return shipping costs are covered by us for defective items
• We'll refund the full purchase price if all return conditions are met

Tracking Your Refund

If it's been more than 15 business days since your refund was approved, please:

1. Check your original payment method
2. Contact your bank for updates
3. Email us at info@rillalmog.com with your order number

Questions About Returns?

We're here to help! Contact us:

• Email: info@rillalmog.com
• Phone: +972 525490512
• Live Chat: Available on our website during business hours
• Response time: Within 48 hours

Our Commitment

We stand behind our jewelry and want you to be completely satisfied. If you have any concerns or special circumstances not covered here, please reach out to us. We'll do our best to help!