FAQ

Frequently asked questions

Products

Two of the same product do not look identical, is this a defect?


Variations may occur in product due to the manufacturing process and the nature of the materials.




How should I care for products?


Please see each product page for care information.





Payments

Which payment methods do you accept?


There are a number of ways to pay. We accept online payments from Visa, Mastercard..… Unfortunately, we do not accept Paypal…




My payment isn’t being accepted? What should I do?


If you have a payment error at checkout, please check that you have entered correctly your billing information. If your billing information is correct but the payment still fails to complete, we would recommend you to use an alternative card or payment method.





Orders

How can I place an order?


You can place an order online anytime - 24 hours a day, 7 days a week. Replacements can be placed online too.




I need help with an order, what should I do?


Please contact us at info@hoctelaviv.com with questions or for help with an order.




How can I change or cancel my order?


Please contact us at info@hoctelaviv.com if you need to cancel or change an order. Dispatched order can be returned or exchanged following our returns process.




How do I return an order?


You are eligible to return all products bought online (except for coffee and/or matcha) within 14 days of delivery. For more information please visit our Return Policy.




If I have received a defective/ broken product, what should I do?


Please contact us at info@hoctelaviv.com within 14 days of delivery and tell us your order number and the issue in the subject line. In the description of the issue please include the following information: - Number of order - Phone number - Recipient name - Email address along with one or more photos of the defective/broken product or problem We'll contact you with a solution as soon as possible.




If I have not received my order or I have received the wrong product, what should I do?


Please contact us at info@hoctelaviv.com within 14 days of delivery and tell us your order number and the issue in the subject line. Also please attach a photo of the delivered products inside the shipping box used for the delivery. We'll contact you with a solution as soon as possible.





Delivery

When will my order ship?


Your order is normally shipped within 1-2 business days. After your order is shipped, the estimated time of delivery depends on city.




Can I track my order?


We will send you a tracking number to your specified e-mail address.





Other

All other questions:


Please contact us at info@hoctelaviv.com