TURQUOISE MOUNTAIN PALESTINE

Online Store — Shipping, Returns & Refunds Policy

This policy applies to purchases made by consumers through the Turquoise Mountain Palestine online store (Shopify). It covers order shipping and fulfilment, your right to cancel, and your rights where goods are faulty, damaged, or incorrect. It does not apply to purchases made through TM Palestine's showroom or to wholesale/institutional orders, which are handled under separate arrangements. Nothing in this policy affects your statutory rights as a consumer under EU law.

2.1 Fulfilment

Orders placed through the online store are packed and dispatched by Turquoise Mountain Palestine and handed over to our shipping partner for delivery. The carrier is selected according to the destination and the nature of the shipment.

2.2 Dispatch schedule

Orders are dispatched every Monday. Orders confirmed up to and including Saturday are dispatched the following Monday, excluding public holidays.

2.3 Delivery timelines

Destination	Estimated delivery time
Within Palestine	Up to 5 business days
International	Typically 2 week; up to 3 weeks

 

2.4 Shipping costs

Shipping costs are calculated at checkout based on destination and order weight. Any applicable customs duties or import taxes on international orders are the responsibility of the customer.

2.5 Tracking

A tracking reference is issued once the order is handed over to the carrier and shared with the customer by email.

If you are a consumer in the EU, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

3.1 How to cancel

To cancel, inform Turquoise Mountain Palestine of your decision by a clear statement (for example, by email) before the 14-day period expires. You may set out your decision in your own words; a cancellation form is not required.

3.2 Returning the goods

You must send the goods back within 14 days of telling us you wish to cancel. Goods should be returned unused and, where practicable, in their original packaging. You are responsible for the direct cost of returning the goods.

3.3 Refunds

Once your cancellation is accepted, we will refund the amount you paid, including the standard outbound delivery cost. Where you chose a more expensive delivery option, we refund the standard rate only. We may withhold the refund until we have received the goods back, or you have supplied proof of return, whichever is earlier.

Refunds are made to your original payment method within 14 days, at no cost to you.

3.4 Exceptions

The right to cancel does not apply to goods made to your specifications or clearly personalised — for example, bespoke or commissioned pieces. These are identified as made-to-order at the point of purchase and are final sale. The 14-day right applies to all standard catalogue items, including handmade pieces.

Separately from your right to cancel, you are entitled under EU law to goods that are as described, fit for purpose, and of satisfactory quality. If an item is faulty, damaged in transit, or not the item you ordered, you are entitled to a remedy for up to two years from delivery.

4.1 Reporting transit damage

If an item arrives visibly damaged, please notify us within 3 days of delivery, with photographs of the item and its packaging, so we can resolve it quickly and pursue the carrier where needed. This helps us act fast; it does not limit your two-year statutory rights for faults that appear later.

4.2 Remedies

Where an item is faulty, damaged, or incorrect, you are entitled to a repair or replacement at no cost to you. Where neither is possible or proportionate, you are entitled to a price reduction or a refund. Turquoise Mountain Palestine covers the cost of return shipping for faulty, damaged, or incorrect items.

4.3 How to make a claim

Contact Turquoise Mountain Palestine with your order number, a description of the issue, and clear photographs. Claims are reviewed within 3 business days, and we will confirm the remedy with you.

4.4 In-person exchange (within Palestine)

Customers within Palestine may additionally arrange to exchange an item in person within 3 days of delivery, by prior arrangement with Turquoise Mountain Palestine. The item must be in its original condition and packaging.

For any shipping, cancellation, refund, or delivery enquiry, please contact Turquoise Mountain Palestine at sales.ps@turquoisemountain.org.