Shipping, Returns and Refunds

1. Seller information

The Sofrout.com website is operated by:

2. Order preparation

Some products offered on Sofrout.com require preparation before they can be shipped. This preparation time may include:

• handwriting on parchment;
• inspection of the letters and texts by a qualified sofer or proofreader;
• assembly of Tefillin;
• preparation of straps, cases, covers or accessories;
• creation of a decoration, illustration or personalization;
• specific preparation of a product that is not immediately available in stock.

The applicable preparation time is stated on the product page at the time the order is placed. When an order includes several items with different preparation times, it is normally shipped once the entire order is ready.

Sofrout.com may nevertheless decide to split the shipment. Unless otherwise agreed, the customer will not be charged additional shipping costs arising from such a split shipment.

3. Payment by bank transfer

When an order is paid for by bank transfer, preparation begins only after the payment has been received and identified.

The times indicated when the order was placed may therefore be postponed depending on the date on which the transfer is received.

4. Shipping methods and estimated delivery times

Products are delivered to the address provided by the customer during checkout. The customer must carefully verify their name, address, postal code, telephone number and email address.

The available shipping methods and rates are displayed during checkout. Depending on the destination and service selected, the usual estimated shipping times may include:

These times are provided for guidance only. They may be affected by circumstances beyond Sofrout.com’s control, including:

• customs inspections;
• carrier delays;
• Jewish or civil holiday periods;
• public holidays and non-working days;
• security events, airspace restrictions or international disruption;
• errors or additional requests from customs authorities;
• force majeure events.

A shipping delay does not necessarily mean that the parcel has been lost.

5. Order tracking

When a tracking number is available, it is sent to the customer after dispatch. The customer is encouraged to monitor the shipment regularly and to respond promptly to any request from the carrier or customs authorities.

Tracking information is supplied by the carrier. A temporary lack of updates does not necessarily mean that the parcel is no longer moving.

6. Customs duties and import taxes

International orders may be subject to customs duties, local VAT, import taxes, customs clearance fees or administrative charges billed by the carrier.

The customer is responsible for checking the import rules applicable in their country before placing an order.

Refusal to pay import taxes, unjustified refusal of the parcel or failure to collect it does not constitute an error by Sofrout.com. When the parcel is returned to us, the actual shipping, return, storage, customs or processing costs incurred may be deducted from the refund, within the limits permitted by law.

7. Incorrect address or unclaimed parcel

The customer is responsible for the delivery information provided.

When a parcel is returned because of:

• an incorrect or incomplete address;
• a name missing from the mailbox;
• failure to respond to the carrier;
• failure to collect the parcel within the required time;
• unjustified refusal of the parcel;
• refusal to pay import duties or taxes;

the cost of any reshipment will be borne by the customer.

Should the customer choose to cancel the order after it has been returned, the actual outbound and return shipping costs may be deducted from the refund where permitted by law.

8. Damaged parcel

When a parcel arrives visibly damaged, opened, crushed or wet, the customer should, whenever possible:

1. take photographs of the parcel before opening it;
2. take photographs of the shipping label;
3. keep the parcel, protective materials and all packaging;
4. report the damage to the carrier;
5. contact Sofrout.com within 48 hours of receipt.

The notification must be sent to daniel@sofrout.com together with the order number, a description of the problem and sufficiently clear photographs.

Prompt notification helps us submit a claim to the carrier. It does not, however, remove any mandatory legal rights available to the customer.

9. Incorrect, defective or non-conforming product

If the product received does not match the order or has a defect that existed at the time of delivery, the customer must contact Sofrout.com and provide:

• the order number;
• a precise description of the problem;
• photographs or videos showing the defect;
• a photograph of the packaging and shipping label, where relevant.

After reviewing the request, Sofrout.com will offer, depending on the nature of the problem and where possible:

• an explanation or assistance;
• a correction or repair;
• a replacement;
• a full or partial refund.

10. Delayed or lost parcel

When a parcel is subject to an unusual delay, the customer must contact Sofrout.com so that an inquiry can be opened with the carrier.

An investigation may take several days or several weeks, depending on the carrier and destination country. The customer agrees to cooperate and provide any declaration or information reasonably requested.

A parcel will be considered lost when the carrier officially confirms its loss or when the circumstances reasonably indicate that it will no longer be delivered.

Where an item is unique or cannot reasonably be reproduced, only the solution that is materially possible may be offered.

11. Right of withdrawal for standard products

Subject to the exceptions set out below, a consumer may notify Sofrout.com of their decision to withdraw within fourteen days of receiving the product.

The request must be sent before the deadline to:

daniel@sofrout.com

It must clearly identify:

• the customer;
• the order number;
• the product or products concerned;
• the unambiguous decision to withdraw from the purchase.

Sofrout.com does not charge any administrative cancellation fee under this policy. However, the direct cost of returning the product remains the customer’s responsibility when the return is due only to a change of mind.

12. Products eligible for return

The following standard products may be returned under the right of withdrawal, provided that they have not been used, damaged, personalized or altered:

• standard Tefillin;
• standard Mezuzot;
• standard Megillot;
• standard Pitum HaKetoret items.

To be accepted, the return must include all items originally supplied, including:

• parchments and texts;
• cases and straps;
• covers and protective materials;
• accessories;
• any certificates or documents supplied;
• the original packaging where it is necessary to protect the product.

The customer may inspect the product carefully but must not use it as though they had definitively decided to keep it.

For example, a product may be considered used or depreciated if it has been:

• worn or used to perform the Mitzvah;
• fixed to a doorway or inserted into a case;
• rolled, folded or handled excessively;
• exposed to moisture, heat, perspiration or chemicals;
• stained, scratched, deformed or damaged;
• modified by the customer or a third party.

The customer may be held responsible for any reduction in value resulting from use or handling beyond what is necessary to verify the nature and condition of the product.

13. Products excluded from return for change of mind

13.1 Personalized or made-to-order products

The right of withdrawal does not apply to products manufactured, written, decorated, modified or prepared according to the customer’s specific choices, including:

• texts containing a name, dedication or requested inscription;
• special dimensions;
• specially requested writing styles, traditions or layouts;
• personalized illustrations, colors or decorations;
• engraved items;
• Sifrei Torah, Megillot or works specially commissioned;
• products adapted or modified at the customer’s request;
• any product whose production has begun according to the customer’s personal instructions.

A personalized order may be cancelled as long as its production has not actually begun.

13.2 Art Judaica items

Items belonging to the Art Judaica category are excluded from return and refund for a simple change of mind.

This exclusion does not affect the customer’s rights where the item is incorrect, damaged, defective or does not match the order.

14. Physical return conditions

Once the return request has been accepted, the products must be returned to the address provided by Sofrout.com.

Unless otherwise instructed, the return address is:

The customer must use packaging suited to the nature and value of the product. It is strongly recommended to:

• use a tracked shipping service;
• retain proof of shipment;
• insure the parcel where its value justifies doing so;
• carefully protect parchments, cases and corners;
• avoid any folding or pressure that could damage the product.

Sofrout.com cannot refund damage caused by inadequate packaging or improper handling during the return shipment.

Cash-on-delivery returns are not accepted.

15. Return shipping costs

16. Refunds

Once the return has been approved, the refund will be made using the payment method used for the original order, unless this is technically impossible or another method is agreed with the customer.

Sofrout.com may wait until the product has been recovered or reliable proof of shipment has been received before issuing the refund.

Where the withdrawal concerns an entire eligible order, the original standard shipping costs will be refunded where required by applicable law.

Any supplement paid for a more expensive shipping method voluntarily selected by the customer, such as express delivery, will not necessarily be refunded beyond the cost of standard shipping.

Return shipping costs for a change of mind are not refunded.

The refund may be reduced where the product has lost value because of use, excessive handling, damage or missing items originally supplied.

17. Cancellation before dispatch

A cancellation request may be accepted before dispatch where the product has not yet been prepared or personalized.

For personalized orders, cancellation remains possible only as long as the writing, engraving, decoration, specific assembly or production has not begun.

A request received after personalized production has actually begun cannot be accepted simply because the customer has changed their mind.

18. Legal guarantees

These conditions do not limit any mandatory legal guarantees available to consumers in the event of a defective, incorrect or non-conforming product.

An exclusion from the right of withdrawal for a change of mind does not remove the customer’s rights where the product received does not match the order.

19. Applicable law

These conditions are governed by Israeli law.

They do not, however, deprive consumers of mandatory protective provisions applicable in their country of residence where such provisions cannot legally be waived.

In the event of a conflict between these conditions and a mandatory legal provision, the mandatory legal provision will prevail.

20. Contact us

For any question concerning shipping, returns or refunds, please contact:

To help us process your request, always include your order number and attach photographs where the issue concerns the condition of the parcel or product.

Frequently Asked Questions

Last updated: August 2026. This information is provided without prejudice to any applicable mandatory legal provisions.