Collection: FAQs
What is our goal?
Souvefy provides you a fresh and fair approach to souvenir shopping. All our products are (hand)
made by local people, most of them pursuing a social mission. By operating online and cutting out
middlemen, we wish to offer high quality products for fair prices, while providing producers with a
larger share of the money their products will eventually fetch.
Who is behind this?
It is not so important for us to have our names out there
Where are you based?
Souvefy is a Jerusalem based online store. Our warehouses are located in Jerusalem.
How does Express Delivery work?
The following area’s within Jerusalem are eligible for express delivery: French Hill, Beit Va Gan, Beit Ha
Kerem, Givat Ram, Rechavia, Old City, Emek Refaim, Geulim/Baka, Gonen/Katamon, Ramat Sharet,
Kiryat Yuvel, Manahat Malcha, Talpiot and East Talpiot, Ramat Rachel, Gilo, Ein Karem, Sanhedria, Sheick
Jarrah, Ramot Eshkol, Abu Tor, Givat Ram, Givat Shaul, Romema. A minimum order of 367 NIS applies
for orders to be eligible for Express Delivery. Express Delivery takes places between 7 and 9 PM the day
after placing your order.
Do purchases on Souvefy qualify for VAT refund?
Express deliveries can qualify for VAT refund under the following circumstances: 1) your purchase must
have cost more than 400 shekels (including the VAT tax), 2) you must be taking the items out of the
country, 3) they must be for personal use and 4) food, drinks or tobacco do not qualify for a VAT refund.
If your order qualifies for VAT-refund, we will provide you a special tax-refund invoice that you’ll need to
show at the airport or other border crossing when exiting Israel.
Do you provide international shipping?
Yes, we can ship to virtually any address in the world. Note that there are restrictions on some products,
due to legislation. All orders are shipped within 48 business hours after payment is received. Before
buying, please make sure your address is correct. When you place an order, we will estimate shipping
costs and delivery dates for you based on the availability and weight of your items and the shipping
options you choose.
Once your order is shipped from the Souvefy warehouse, the responsibility of product integrity lies
in delivery service used. When filing an order, please keep in mind, that import duties, taxes and charges
are buyer's responsibility. Please check with your country’s customs office prior to buying.
Please check out “Terms of Use” for our full shipping policy.
What if I want to cancel, change or return my order?
After your purchase has left our warehouses, it is not possible anymore to cancel or change your order.
However, if you are not entirely satisfied with your purchase, we' re here to help. You may return new,
unopened items, in their original packaging and with receipt or proof of purchase within 14 days (2
weeks) of delivery for a refund. We'll also pay the return shipping costs if the return is a result of our
error (you received an incorrect or defective item, etc.) In the event of canceling a purchase, not due to
a defect or unsuitability, returning the item will be at the expense of the customer.
Once we receive your item, we will inspect it and notify you that we have received your returned item. If
your return is approved, we will initiate a refund to your credit card (or original method of payment). In
the event of canceling and returning a purchase not due to a defect or unsuitability, a 5% cancellation
fee of the total transaction with a minimum of 73 NIS will be deducted. You will receive the credit
within a certain amount of days, depending on your card issuer's policies.
If you have received a product as a bonus in respect of a purchase, it cannot be returned/replaced.