Shipping and Returns Policy

Last updated: October 15, 2025

The following policy is intended to regulate the terms of shipping, returns, exchanges, and cancellation of transactions on the Orsay Eos website. The policy is formulated in accordance with the Consumer Protection Law, 5741–1981, and its regulations, and aims to ensure full transparency, fair treatment, and protection for both the customer and the business.

Shipping Policy

1. Service and Shipping Areas

1.1. We ship throughout the State of Israel, including remote settlements, areas beyond the Green Line, kibbutzim and moshavim, subject to the approval of the shipping company.

1.2. In remote areas and/or areas with limited accessibility, the delivery time may be longer than specified below. In some cases, an alternative collection point will be coordinated with the customer.

1.3. At this stage, there are no deliveries abroad. If this service is launched in the future, this policy will be updated accordingly.

2. Shipping Methods

2.1. The following options are available to you on the website:

• Courier to your door – Delivery within 2–14 business days from the moment the order and payment are approved.

• Self-collection – From the Orsay Eos studio, at XXX Street, by appointment only.

2.2. Delivery times are counted from the day the transaction is approved and the payment is received in the system.

2.3. Business days do not include Fridays, Saturdays, holiday eves, and holidays.

2.4. Delays may occur during busy periods, special offers, holidays, or exceptional events that are beyond our control (such as: extreme weather, transportation disruptions, national computer malfunctions, etc.).

3. Delivery Times for Custom-Made Products

3.1. Products manufactured according to a personal order (such as: engraving, personal design, custom fit) require a dedicated production process that may take up to 14 business days.

3.2. The total time for delivery of a custom-made product includes the production time + shipping time, unless explicitly stated otherwise to the customer.

3.3. In exceptional cases, we undertake to update the customer in advance of any expected delay.

4. Shipping Costs

4.1. Cost of regular shipping (courier to your door): ₪49.

4.2. Cost of express shipping: ₪89.

4.3. Self-collection from the studio – free of charge.

4.4. Free shipping is available for orders over ₪500 (excluding engraving or special customization costs).

4.5. Shipping is a one-time service. In the event of a failed delivery due to the customer’s unavailability, an additional charge may be added for a repeat delivery attempt.

Returns and Exchanges Policy

5. Returning Products

5.1. A product purchased on the website can be returned within 14 days of receiving it, in accordance with the law.

5.2. Returning a product will only be possible if all of the following conditions are met:

• The product has not been used in any way.
• The product is returned in its original packaging, including tags, certificates, box, receipt, or tax invoice.
• No engraving or personal customization of any kind has been performed on it.
• The customer contacted us in advance (in writing or orally) to coordinate the return.

5.3. Products should be returned to the studio address or via courier by prior arrangement. The return is the responsibility and at the expense of the customer.

5.4. After receiving and inspecting the product – a refund, credit, or exchange will be issued, according to the customer’s choice.

6. Exchanges

6.1. A product can be exchanged within 14 days of receiving it, subject to the above conditions.

6.2. In an exchange, it will be possible to choose a replacement product of the same amount or with an additional payment.

6.3. The cost of exchange shipping (returning the product + sending a new product) will be borne by the customer, unless it is a mistake or defect for which we are responsible.

7. Products That Cannot Be Returned/Exchanged

7.1. The following types of products cannot be returned or exchanged:

• Jewelry with a personal design, with engraving or customization according to the customer’s request.
• Products that were ordered according to a custom size.
• Products that have been used, even if only once.
• Products that have been damaged due to negligent handling, exposure to liquids, chemicals, or improper storage.
• Items purchased as part of a sale/promotion with a significant discount (over 50%), unless there is a manufacturing defect.

8. Transaction Cancellation and Refund

8.1. A transaction can be canceled within 14 days of receiving the product.

8.2. Cancellation before shipment will be done free of charge, except in cases where the production of a custom-designed piece of jewelry has begun.

8.3. Cancellation of a transaction after shipment and/or receipt of the product will be subject to cancellation fees according to law: 5% of the transaction amount or ₪100 – whichever is lower.

8.4. The refund will be made within 7 business days of approval of the return, to the payment method from which the order was placed only.

8.5. Shipping fees will not be refunded, even in the case of a full return of a product.

Defects and Malfunctions

9.1. In the event of a defective product or a product that does not match the order, Jack & Co must be notified within 48 hours of receiving the product – along with a clear photograph or video.

9.2. After receiving the report, the product will be inspected, and we will offer the customer one of the following options: replacement, repair, or a full refund.

9.3. Defects resulting from improper use will not be covered by the warranty.

General Comments

10.1. Placing an order on the website constitutes full agreement by the customer to all the terms detailed in this document.

10.2. Orsay Eos reserves the right to update, change, or cancel clauses in this policy, without prior notice. An updated version will be binding from the date of its publication on the website.

10.3. For more information, assistance, or clarification – you can contact customer service via the contact form, email address, or phone number listed on the website.