Refund and Return Policy

Your experience with Handmade Palestine is very important to us. We are truly sorry there is an issue with your order and we appreciate the chance to help. Please read the guidelines below and contact us by email.

Returns & eligibility

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging.

To start a return, please email us at hello@handmadepalestine.com with your order number and the item(s) you would like to return. Please package the item carefully. The condition we receive it in must match the original condition. Please write your order number on the package.

We cannot refund shipping costs, as those are paid to the shipping carrier.

Any item not in its original condition, damaged, or missing parts for reasons not due to our error cannot be returned and refunded. Any item that is returned more than 30 days after delivery is not eligible for a refund.

Your EU consumer rights (14-day right of withdrawal)

If you are based in the EU, you have the right to cancel your order and return items within 14 days of receipt, without giving any reason. To exercise this right, please contact us at hello@handmadepalestine.com within 14 days of receiving your order.

Missing or lost packages

If your tracking shows a package is missing or lost, please contact us at hello@handmadepalestine.com with your order number as soon as possible.

If we confirm the package is lost or was not delivered, we will file a claim with our shipping insurance and may ask you to complete a short verification form confirming you did not receive the parcel. Typically within 3 business days of verification, we will process a replacement order.

Refunds (if applicable)

Once your return is received, we will email you to confirm it has arrived.

If your return is approved, we will process a refund to your original payment method. You will receive an automated email confirmation. Depending on your bank, it may take up to 10 business days for the refund to appear.

In some cases, we may offer store credit instead of a refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet:

1. Check your bank account again.
2. Contact your credit card company. It may take some time before your refund is officially posted.
3. Contact your bank. There is often processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at hello@handmadepalestine.com.

Exchanges (if applicable)

We replace items if they are defective or damaged. If you need to exchange an item for the same product, please email hello@handmadepalestine.com with your order number and photos of the issue, if applicable.

Return shipping

If the error was on our side (for example, a wrong item or a faulty item), we will cover return shipping and email you a return label.

Otherwise, return shipping costs are the customer’s responsibility. If we provide a label for convenience, the cost of that label may be deducted from your refund.

If you are shipping a return over €75

If you are shipping an item over €75, we recommend using a trackable shipping service and keeping proof of postage. We cannot guarantee that we will receive your returned item without tracking, and we can only refund or replace items we receive.