FAQS

Frequently asked questions (FAQs)

 

Do prices include VAT?

Yes, all our store prices include VAT. Customs duties may apply in your country.

 

Is the dinnerware food/microwave/oven/dishwasher safe?

Yes. All our dinnerware is food/microwave/oven/dishwasher safe. Each item is tempered in a kiln up to 2200 degrees Fahrenheit. Our pieces are resilient and perfectly suitable for all your household needs. None of your standard kitchen appliances will cause any damage to these items. However we do recommend that you apply gradual heating and cooling to preserve the integrity of your dinnerware.

 

My order has some slight imperfections. Why is that?

We take the time to carefully create all our unique pieces by hand. As a result, you may notice some subtle imperfections due to the materials and our handcrafting process. However you can rest assured that all our pieces are of the best quality.

 

My order looks slightly different from your pictures online. Why is that?

All our items are lovingly handmade and hand-painted, so no two pieces are the same. Please note that our photos online represent the general design line of our pieces, but each piece that we create is completely unique. However you can be sure that all our pieces are of the same high quality.

 

Where do you ship?

We ship worldwide! We create dinnerware, vases and accent (beauty) pieces. We combine beauty and functionality in every single item. We also make sure that our shipping rates are pre-loaded in our online store for easy checkout.

 

Will my purchase ship safely internationally?

We carefully package all orders to ensure safe transit. We use only the best packing materials to protect your treasured items as they travel from our warehouse to your home. In the event that you encounter any issues with your delivered item(s), please send us an email right away at: [email protected]

 

When will I receive my order?

All items are specially created by Michal Gelbard and shipped from Israel. We send your order by registered air mail with an accompanying tracking code, and deliver the items by courier to your home (please note that some destinations do not allow for courier services). Please see the estimated times for all our processes below. Kindly note that there may be shipping delays due to customs requirements, postal considerations or holiday schedules.

 

Order Type Estimated Selection/Creation Time
In stock (ready to ship) 3 – 5 business days
Made-to-order  7 – 14 business days
Shipping Type Estimated Shipping Time
Domestic 4 – 9 business days
International* 5 – 14 business days

 

* Customs fees may be assessed.

 

How will my order be delivered?

We deliver all orders by registered air mail accompanied with a tracking code.

 

Are there additional fees for international orders?

The answer is: there can be customs fees assessed. This all depends on your country’s customs policies. We ask that you review your national importing fees and taxes to avoid any surprises. Kindly note that you would need to pay such customs fees – if applicable.

 

 

 How can I track my order?

1) in the My Account page –

Enter via the website’s lower menu support bar. After logging into your account, you will be able to go to the My Orders page and see your orders and their individual status.

If you have not yet registered, and to see your order, you will need to register using the same email address you used when making your order.

2) Tracking your order in the Post Office’s website –

When ordering, you will receive a tracking number from us. Enter your country’s Post Office website, go to the “Order Tracking” page, and enter the tracking number where applicable.

 

What is your return policy?

 

We have two return policies: one for our in stock items and another for our made-to-order items.

In stock

We aim to please. If you are not completely satisfied with your purchase, then simply return the unused product(s) in its original unbroken packaging within 14 days of your receipt (of the order) for a refund.

Once we receive your returned order, then we will process your refund of the value of your purchase.

Please take special note of the following conditions for returns of in stock items:

  • We cannot refund the original freight charges as that cost is not recoverable.
  • You will need to arrange for and pay the freight cost for the return of the item(s).
  • All returned items must be free from damage and in their original, unbroken packaging, accompanied by all previously enclosed documentation. If these conditions are not met, then it will not be possible to receive a refund.
  • All returned items are your responsibility until we receive them at the warehouse. We ask that you carefully pack all returned items to prevent any damage to the products and/or the original packaging.

Made-to-order

We aim to give you the best customer service. If you are not completely satisfied with your purchase, then simply return the unused product(s) in its original unbroken packaging within 14 days of your receipt (of the order) for a refund.

Our made-to-order dinnerware pieces are exquisitely handcrafted according to your unique requirements. As these are custom pieces, we assess a 25% re-stocking fee on the value of the purchase.

Please take special note of the following conditions for returns of made-to-order items:

  • We cannot refund the original freight charges as that cost is not recoverable.
  • You will need to arrange for and pay the freight cost for the return of the item(s).
  • All returned items must be free from damage and in their original, unbroken packaging, accompanied by all previously enclosed documentation. If these conditions are not met, then it will not be possible to receive a refund.
  • All returned items are your responsibility until we receive them at the warehouse. We ask that you carefully pack all returned items to prevent any damage to the products and/or the original packaging.

 

What is your return address?

Our return address is:

Michal Gelbard

20th Almog St Ramat Efal

Postal 5296000

Ramat Gan

Israel

 

What if my order is damaged or broken when it arrives?

While we take the utmost care in packaging your items for delivery, we understand that sometimes mistakes occur in transit. Should there be any damage or breakage, please report it to us via email or telephone within 3 days in order for you to be eligible for a replacement. Our telephone number is +97236355335 and our email address is: [email protected]

We ask that you keep all the packaging materials as well as the damaged or broken pieces, so that you can send us a photo of the same. We will then be able to file a claim and also provide you with a replacement free of charge.

 

How do I place a gift order?

If you would like to place a gift order, you would just need to enter the recipient’s information in the shipping address fields during checkout. During checkout, we also give you the option to send your special person a customized message. However we don’t want your identity to be a secret! Please be sure to sign your gift message so that your recipient can thank you for such a wonderful gift. We will be sure to add that special touch by also gift-wrapping your order. You can rest assured that your invoice will not be sent with the gift.

 

How often is the Michal Gelbard shop restocked?

We restock our store every Tuesday at 7:00 PM EST. So if you’re not seeing an item, please be sure to check back for your favourites, and for new and fascinating items. Do you need a reminder? Then be sure to follow us on social media for your updates at:

@michalgelbard

 

I’m a blogger. Can I use your photos on my site?

Go right ahead! We will be happy to help a fellow creative in their journey! We thank you for asking for our permission. Please be sure to properly credit Michal Gelbard and also include links to our website and items in your blogs.

 

Do you work with magazines?

Yes! We do! We are always open to creative collaborations! Please feel free give us a call at +97236355335 or send us an email to discuss the details at: [email protected]

 

If I have any further questions, how do I contact you?

Please feel free to send us an email at: [email protected]

You may also give us a call at: +97236355335.