FAQ - Frequently Asked Questions
Here are some of our frequently asked questions:
1. How quickly do you ship?
We aim to process and pack your order within 2–3 business days from our Germany warehouse. Once shipped, most EU deliveries arrive within 3–5 business days depending on your country. You'll receive an automatic email with tracking as soon as your order ships.
Once we pack your order, you'll automatically receive an email. Please check your shipping address. You have 24 hours to notify us if you need it changed before we actually post it and you see movement on the tracking.
2. How is shipping cost determined?
Shipping costs are calculated at checkout based on the weight of your order and your delivery location within the EU. All orders ship from our Germany fulfilment centre. You'll see the exact cost before you pay.
3. Where do we ship from?
We face a LOT of challenges as a small business under occupation in Palestine. One of those is shipping. We ship all EU orders from our fulfilment partner in Germany. This means faster, more affordable delivery for you — and no surprise customs fees or import duties at your door.
4. How do I return my order?
Read more about this in the Refund Policy Page.
5. How do I apply a promo code?
If you have a promo code you can apply it in the checkout page.
6. Will you restock handicrafts that are currently out of stock?
We currently fulfill your orders from the U.S. We work on restocking handicrafts regularly but everything is handmade and takes time. Moreover, since Oct. 7, we really really struggle with sourcing raw materials and moving around Occupied Palestine. And if there’s an item that you are very interested in, you can now fill your email address on the page of that handicraft and you will receive an email once it's back in stock.
7. Do you offer wholesale?
Yes and thanks for asking. We want to get the work of our partner artisans to as many retailers out there as possible. This is our idea of creating a sustainable economy for the families who come from communities that are marginalized by the occupation or by severe economic circumstances, and mostly due to having the mother of family, being the sole provider. To inquire about wholesale order, please send us an email to hello@handmadepalestine.com
8. What payment methods do you accept?
In addition to accepting Paypal. We use stripe as a payment gateway which accepts all major debit and credit cards from customers in every country including:
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Visa.
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Mastercard.
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Maestro.
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American Express.
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Discover.
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JCB.
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Diners Club.
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China UnionPay.
9. Do you ship internationally?
We ship to all EU member states and selected European countries. If you're unsure whether we ship to your country, check the shipping options at checkout or contact us.
10. My order never arrived! What do I do?
Please email us with your order number and we'll look into it. We can file a claim with our shipping insurance 20 days after a US order was shipped and 40 days after an international order was shipped. We'll send you a link for the intended recipient to verify they did not receive the order and then we can re-ship or send you store credit--typically within 3 days of the verification.
11. My shipping address is wrong. What do I do?
Just email us the right address after you order. Even once we package your order and email you the tracking, you have 24 hours to notify us if you need it changed before we actually post it and you see movement on the tracking.
12. Does the money from my order help people in Palestine?