Frequently Asked Questions

Answers to our most popular questions.

Ordering

Q:What methods of payment do you accept?

A: We accept a variety of convenient payment methods to ensure a smooth checkout experience:

Google Pay
American Express
Apple Pay (via desktop, Safari, or mobile)
Discover Card
MasterCard
Paypal
Visa

In addition to these options, we also accept Mishelanu gift cards and store credit as valid forms of payment.

Q: Do you have any coupons or discounts?

A: We try to offer the best price we can to our members at all times, and we strive to only carry quality products that you will enjoy.

Unfortunately, we cannot honor expired codes or those found on third-party discount, coupon, or promotional websites.

The best way to find out about any valid promotions or sales is directly through our email newsletter!

Q: When will my order ship?

A: Processing times for each product can be found on the individual product page, as well as in the order confirmation email that you’ll receive immediately after placing your order. Orders are typically processed in 1-3 business days. Some products are made to order and will have a different processing time found on the product page.

Please check your confirmation email for the estimated delivery window. Delivery windows are estimates only and may vary depending on order and carrier volume. We do not make delivery guarantees for standard or expedited shipments. Shipping rates and promotions are subject to change during peak holiday seasons.

Q: What currency are your prices in?

A: The prices for all of our products are given in US Dollars or Canadian spending on your location. The currency can be selected at the footer of the web page. Any other available currencies, if available, can be selected from the same drop down currency selection.

Q: Can I change or cancel my order?

A: Please give us a shout at support@mishelanu.com to see if the order can be changed or canceled before it is processed. Once the order is being processed, it can no longer be changed or canceled.

Q: Can I include a gift receipt or gift message with my order?

A: Unfortunately, we currently do not offer the option to include a gift message with your order.

The good news is: ALL Mishelanu orders are shipped with a packing slip that omits the price of each product and includes instructions on how to make a return, so no separate gift receipt is needed. See here for instructions on returning a gift.

Q: Do you offer gift wrapping?

A: We apologize for any inconvenience, but at this time, we do not offer gift wrapping services.

Q: Can I return a final sale item?

A: Some non-returnable products will be marked as "final sale" on:

The product page
In your cart/at checkout
On the order confirmation email

We're always happy to provide specific measurements and answer questions on final sale items before purchase, and we'll do our best to accommodate size exchanges when we have stock.

Q: How do I purchase or redeem a gift card?

A: We offer e-gift cards in denominations of $25 to $500, here on the site. These gift cards are exclusively digital (i.e. delivered via email). When purchasing a gift card, you can specify the recipient's email address and the desired delivery date. The recipient will receive an email from Mishelanu containing a code to apply the gift card to their Mishelanu account. Gift cards do not expire.

Please note that gift cards will not be sent instantly. If the date you choose to send the gift card is the same day as your purchase, your e-gift card will be sent within 24 hours. Otherwise, your e-gift card will be sent at 12:01 AM on the selected date.

During checkout for the gift card, we will ask you for a shipping address. This is a formality for completing checkout, as most of our products are physically shipped. Rest assured, no physical gift card will be mailed, and we will email the e-gift card to your recipient on the chosen date. To complete your order, you will need to have a Mishelanu account.

Shipping

Q: How long will it take to receive my order?

A: Since our products are shipped directly from Israel, shipping times can vary. Generally, for U.S. orders of in-stock items, you can expect your order to arrive within 7-15 business days of standard shipping and 2-5 days for expedited shipping. For international orders (Canada only at this time) you can expect your orders to arrive within a similar time-frame.

Please note that these are estimates, and actual delivery times can vary depending on your location and customs processing.

Q: What shipping methods do you offer?

A: Delivery windows are estimates only and may vary depending on carrier volume. We do not make delivery guarantees for standard or expedited shipments. Please note that shipping rates and promotions are subject to change during peak holiday seasons.

For orders heading to the contiguous 48 US states, Mishelanu offers the following shipping options at checkout:

Standard: Flat rate of $10.00. Estimated delivery for in-stock items is 7 - 15 business days.

Expedited: Flat rate of $25.00

Priority fulfillment and quickest shipping available (Estimated delivery for in-stock items is 2 - 5 business days).

Mishelanu does not offer expedited shipping options for orders heading to Alaska, Hawaii, or US territories.

For orders heading to Canada, Mishelanu offers the following shipping options at checkout:

Standard: Flat rate of $15.00. Estimated delivery for in-stock items is 7 - 15 business days.

Expedited: Flat rate of $35.00.
Estimated delivery for in-stock items is 2 - 5 business days.

Q: Can you delay shipping my order?

A: Unfortunately, we cannot hold orders for shipment at a later time. If you anticipate that no one will be available to receive the order when it is delivered, we suggest waiting to submit your order until a more convenient time for delivery. Please see the question "When will my order ship" for more details on our shipping processes.

Q: How much does shipping cost?

A: Please see What shipping methods do you offer? for shipping options to the contiguous 48 US states and Canada. Please note that Non-mainland US territories are not included in our flat rate shipping fee. Shipping fees to these locations will be calculated at checkout.

Orders to the contiguous 48 US states and Canada over $250 USD automatically ship for free.

Please note some items may be excluded from free shipping promotions (typically due to size/weight). Additional details will be listed on those specific product pages.

Q: What countries do you ship to?

A: At time of launch, we are currently only shipping to the U.S. and Canada but are planning to ship to many countries around the world.

Q: Will I have to pay customs on my order?

A: The US and Israel have a free trade agreement that eliminates duties on most products and as a result, most Israeli products either enter the US duty-free or at a reduced rate. Israeli goods are also exempt from the US Merchandise Processing Fee (MPF). However, there could be additional customs broker fees or shipping carrier fees.

Orders to Canada may have other import fees and taxes. We cannot estimate those additional fees at this time.

Please note that customs/duties fees are not included in the price of shipping and are the sole responsibility of the customer upon delivery if applicable.

Q: Can you ship to a post office box?

A: Unfortunately, we cannot ship to a post office (PO) boxes at this time. Please enter a street address or access point instead. We can accept post office boxes as billing addresses.

We can ship to APO/DPO/FPO addresses — if you experience any address issues at checkout, please give us a shout at support@mishelanu.com.

Q: How do I track my order?

A: As soon as your order has been shipped, you will receive a shipment confirmation email with the tracking information for your order. You can then quickly access tracking information in the Order History section of your Mishelanu account, or the order status page.

Please note that delivery windows are estimates only and may vary depending on carrier volume. We do not make delivery guarantees for standard or expedited shipments.

Q: Tracking shows as delivered, but I don’t have my package. What should I do?

A: Trying to find your package? Sorry — this can happen sometimes! Occasionally a carrier will tag a package as delivered before it's been physically dropped off.

Please check your front porch, side door, back porch, garage area, bushes, mailbox, and mail room to make sure it’s not hiding or jammed. Also, please ask any neighbors, housemates, concierges, and coworkers (if delivered to work) if they may have received it for you.

Please note that in some cases we must file a carrier claim and a refund will not be issued until the completion of the carrier investigation.

If your package still hasn’t turned up within 3 days after the delivery date shown in your tracking information, please contact us.

Returns

Q: What is your return policy?

A: Orders are eligible for return within 30 days unless otherwise stated on the product. Orders placed between November 1st and December 31st are eligible for return by January 31st of the following year.

Returned items must be:

In brand new, unworn condition
Item(s) must not have been worn, altered, washed, or damaged or they will not qualify
Item(s) must include original packaging and tags

*While most items are eligible for return, some items are Final Sale and are clearly marked on their specific product pages, in your shopping cart, during checkout, and in order confirmation emails. Final Sale items are never eligible for return or exchanges.

Click here for more information on our return policy.

Q: How do I make a return?

A: For US Orders, to start your return, please either respond back to the order confirmation, or email us here with the following information and we will be glad to help:

Your order reference number
What item(s) you’d like to return or exchange

For more information please see the article here on Returns. We are not currently able to provide prepaid return labels for addresses outside the U.S. We apologize for the inconvenience! As a result, international customers or customers in U.S. territories are responsible for return shipping and can email us here to start the return process.

Q: How will the return/exchange process change in the future?

A: We are currently working on integrating with a post-purchase experience platform that will help improve the customer experience after a purchase is made. These platforms are used by major brands to improve the experience with shipping, returns, and exchanges. We thank you for your patience as we get this experience up and running.

Q: How long will it take to receive my refund or exchange?

A: Refunds and exchanges are typically processed within 10 business days of when your returned item was received at our returns center - please note, refund and exchange times may vary. Once your return is verified and inspected in accordance with our Return Policy, you will receive an email update of your refund or exchange.

Please allow 3-5 business days for your bank to process a credit card refund once approved.

Q: Can I exchange for a different size?

A: For orders delivered to US and Canada addresses, you can make an exchange for a new size or color here depending on the availability of your desired item. We will need the following information and we will be glad to help

Your order reference number
What item(s) you’d like to return or exchange

For orders delivered to other international addresses, we do not currently offer direct merchandise exchanges. Instead, please return the unwanted item directly to us (see HERE for International return instructions) and then place a new order for your desired item. If any items have changed in price since your original purchase, please contact our support team at support@mishelanu.com after placing your new order and we will be happy to honor the original price. Please include your new and old order information for our reference.

Q: I received a damaged, defective or incorrect item. What do I do?

If you've received an order containing a damaged, defective, or incorrect item, please contact our support team as soon as possible with your order number and a photo of the issue — we'll make it right.

Products

Q: What size am I?

A: Mishelanu carries products from many different brands, so sizing varies. Please see the "Sizing Chart" tab at the bottom of each individual product page for our sizing advice and measurements on a specific item.

If you need any further guidance, we're here for all your questions on sizing and fit. Please contact our support team. See below for more information on types of measurements and how to take them in order to confirm your best size.

Clothing Sizing

We try whenever possible to provide a size chart with exact garment measurements for each size. Occasionally, we provide body measurements instead (the measurements of the person who would wear a given size). We always note which type of measurement is provided.

We always recommend comparing the garment size chart measurements against those of a similar item you already own and whose fit you like or against your own current body measurements.

For garments with garment measurement size charts, here's where to measure:

All garment measurements are taken with the item laid flat and any zippers, buttons, etc. closed up.

Tops:

Half Chest: Measure across the front chest at 1 inch/2.5 cm below the armpits of the garment.
Chest: Double the Half Chest measurement.
Length: With the garment face up, measure from the spot where the collar of the garment meets the shoulder seam straight down to the bottom hem.
Shoulder: With the garment face down, measure from the left shoulder seam straight across the upper back to the right shoulder seam.
Sleeve: With the garment face down and any sleeves stretched out, measure from the center of the back where the collar meets the body of the shirt down the length of the sleeve, including any cuff.

Bottoms:

Waist: With the garment face up, measure across the waistband and double this for the waist circumference.
Keep in mind that, for many clothing brands, the actual waist circumference is often not equal to the garment size and is usually larger. For example, a size 34 pant often has an actual waist circumference of 35 inches or more.
Inseam: Measure from the seam in the center of the crotch down the leg seam to the bottom of the leg, including any cuff.
Thigh: Measure across the leg from 1 inch/2.5 cm below the crotch and double this to get the thigh circumference.
Leg Opening: measure across the leg opening and double to get the leg opening circumference.

For garments with body measurement size charts, we recommend measuring your body and finding the size that matches your body's measurements, using a soft cloth measuring tape. Metal measuring tapes do not accurately measure the curves of the body. If you don't have a soft cloth measuring tape, measure yourself with a piece of string and compare this length to a hard ruler or metal measuring tape.

Here's where to measure your body; having someone else measure you allows more accurate results:

Chest: Stand and take a deep breath. While holding it, measure around your chest 1 inch/2.5 cm below your armpits.
Shoulder: You may need an assistant for this one. Stand away from the measurer and have them measure from the end of one shoulder (where your arm starts to taper down) across to the end of the other shoulder.
Sleeve: You may need an assistant for this one. Hold your arm out wide and firm. Measure from the center of your back where it meets your neck down the outside of your arm to your wrist.
Waist: Stand and bend to one side and find the natural fold in your side. Put your finger in that place. Stand back up, take a deep breath, and, while holding it, measure around your body at that point.
Thigh: You may need an assistant for this one. Stand and measure 1 inch/2.5 cm below the crotch around your leg.
Inseam: You'll need an assistant for this one. Stand and measure from the crotch down your inner leg to the bottom of your ankle.

Q: Do you offer a warranty on your products?

A: As a retailer, Mishelanu carries a wide range of different products made from Israeli designers, so we don't offer a blanket warranty on everything we sell.

Many of the brands we work with do offer warranties for any issues outside of normal wear and tear. Please contact our support team and we'll be happy to help coordinate a warranty claim or see what else we can do to make it right.

At the end of the day, we stand behind everything we sell on Mishelanu, we'll try our best to help you out.

Q: Can I be notified when an item is back in stock?

A: Due to Mishelanu’s business model and some items being produced in small batches, some items and sales are only on the site for a limited time, so we won't always restock something we've sold in the past.

If there's a particular product you're interested in that's currently sold out, we recommend signing up for a restock notification on the product page by selecting your out of stock desired size or color and then clicking the 'Notify Me' button.

Once you've done that, we will automatically send you an email if and when that item is back in stock!

My Account

Q: What is the status of my order?

A: You can view the order status of any recent orders in the Order Status page. You will receive an order confirmation email immediately after placing your order. We will also send you a tracking confirmation email with the tracking details once it has shipped. Please double-check your spam or promotions folder in your email inbox. You can use the order number from our email to enter the field in the Order Status page to get an update on your order.

Order processing is typically 1-3 business days, about 2-8 business days during the peak holiday season, and can be longer for made-to-order items. Please also refer to your order confirmation email for estimated delivery windows.

If you aren't seeing any updates on your order/tracking, please contact our support team with your order number and we'll be happy to help!

Q: How do I unsubscribe from Mishelanu emails?

A: We understand that your inbox is sacred and want to make sure we're sending emails at whatever cadence is right for you.

You can update your email preferences at any time in your email or through your account profile, or through the email preference link in one of the emails we send you.

Please note that whatever option you select, you will always receive an email order confirmation and shipment notification after placing an order.

Q:Where can I check my store credit balance?

A: At this time, while we are working on getting the Mishelanu experience up and running, you can email us at support@mishelanu.com and we will be happy to send you a summary of your store credit balance. In the future, we will create the ability to log into a Mishelanu account, where you will be able to access all your details, including store credit balance.

Your store credit balance is automatically applied towards your purchase(s) at checkout until it is used in full.

Q: How do I delete my Huckberry account?

A: If you would like to unsubscribe from, or manage the number of newsletters you receive, you can do so by adjusting your email preferences.

If you wish to proceed and delete your Mishelanu profile, please reach out to us directly to submit your account deletion request and we will process it as soon as possible. We can be reached via email at support@mishelanu.com or via our Contact Us form. Once processed, we will send you email confirmation.

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