Shipping & Returns Policy

Welcome to the Fentay Rachel Mahart-Elmo store. The store offers books, launch editions, content products, boxes and gifts of literary, cultural and family value. We make an effort to ensure that every order is handled with care, responsibility and personal attention.

1.1 Delivery areas

Deliveries are made in Israel and to certain international destinations, in accordance with the delivery options displayed on the website at the time of placing the order and subject to delivery limitations, availability, weight, volume and destination country.

At this time, shipments abroad are available on the website for books only, according to the destination region. Gift boxes, premium sets, “keepers of the seal” cards, heavy products or products with special packaging are not available at this time for automatic international delivery, except by coordination and a pre-adjusted delivery offer.

1.2 Order handling times

Orders for products that are in stock will usually be processed within 3-7 business days from the date of payment confirmation. Business days are Sunday through Thursday, excluding Friday, Saturday, holiday eves, holidays and Sabbath days.

In case of unusual load, holiday period, launch promotions, early orders or circumstances beyond our control, there may be delays in processing orders or delivering them to the shipping company.

1.3 Pre-order products

Some of the products on the site may be sold as part of a pre-order, before the physical product is ready for delivery. In case of pre-order, the estimated delivery date will appear on the product page. The purchase on the website guarantees your place in the edition or in the inventory, but the shipment will be made only after the completion of the production, packaging and opening of the shipments.

As of the time this policy is published, certain physical products may be on pre-order with an estimated shipping date of September 2026, as indicated on the product page. If there is a material change in the estimated delivery date, we will update the purchasers using the contact information provided at the time of ordering.

1.4 Shipping cost in Israel

The shipping cost, shipping options and eligibility conditions for free shipping will be displayed on the website and on the payment page before completing the order.

The shipping costs and the terms of the benefits may change from time to time, among other things depending on the type of product, the order amount, the destination address, the weight of the package and the shipping method. The binding conditions are those that will be displayed on the website at the time of placing the order.

Shipping benefits, free shipping over a certain amount or special shipping terms for launch editions and boxes may change from time to time. The binding conditions are those that appear on the website at the time of placing the order.

1.5 Shipments abroad

At this time, shipments abroad are available for books only, according to the destination region and subject to the shipping options displayed on the website at the time of ordering. International shipping cost will be displayed on the payment page before completing the order.

Gift boxes and premium sets for abroad – in coordination and with an adapted delivery offer. For orders of this type outside of Israel, you can contact us before placing the order, and we will check the shipping option, adjusted cost and estimated delivery times.

In shipments abroad, there may be customs payments, local VAT, import taxes or clearance fees in the destination country. These payments, as far as they apply, are determined by the authorities of the destination country, and are the responsibility of the customer and are not included in the price of the product or the shipping fees.

1.6 Shipping address and contact information

When placing the order, you must enter a complete and accurate address, including full name, phone number, city, street, house/apartment number and zip code. The customer is responsible for entering the correct address. In the event of a mistake in the address or missing details, there may be a delay in delivery or the need for an additional payment for return delivery.

1.7 Tracking number and shipping updates

When the product is delivered to the shipping company, we will try to send an update to the email address or phone number provided at the time of ordering, including a tracking number if available.

1.8 Self-collection

Self-collection, if offered on the site, will be carried out from the northern region and at no cost, by prior arrangement only. Collection details will be sent after purchase. The possibility of self-collection should not be seen as a commitment to having a fixed collection point or to publish an exact address on the website.

1.9 Defective products or delivery error

If you received a damaged product, a different product from the one ordered, or there was an error in the delivery, you must contact us within 7 days of receiving the product, along with an order number, a picture of the product and a description of the problem. In the event of a defect, discrepancy or error originating from us, we will act to correct the matter in accordance with the law: replacement, delivery of a proper product or refund, according to the circumstances of the case.

1.10 Contact details regarding deliveries

Regarding deliveries, you can send a message using the contact form on the website or all the contact details provided on the website.

1.11 Product warranty

In the event of a manufacturing defect, a missing component or a discrepancy with the order, you can contact us within 7 days of receiving the product along with an order number and photo. After an inspection, we will work to replace, complete or refund, depending on the circumstances and the law.