Frequently Asked Questions

FAQ

Shipping & Tracking

What shipping methods are available?

For orders up to $199:

Registered Mail – $9.99, delivery within 14-21 business days after shipping.
DHL Global Shipping – $18.99, delivery within 5-7 business days after shipping.
DHL Express – $29.99, delivery within 3-5 business days after shipping
Fedex Overnight – $45.00, only when the item is in stock.

For orders $200 and up:

Registered Mail – FREE, delivery within 14-21 business days after shipping.
DHL Global Shipping – $8.99, delivery within 5-7 business days after shipping.
DHL Express – 29.99, delivery within 3-5 business days after shipping.

Fedex Overnight – $45.00, only when the item is in stock.

How long will it take to get my package?

Depending on which method of shipping you’ve chosen, it will take 2-3 weeks using registered mail and 5-7 days using express shipping.

For more information on shipping options, see our Shipping information page.

How do I track my order?

We always include a tracking number and a web address where you can track your package in the shipping email that is sent with every order.

What If my order gets lost or damaged during shipping ?

Every item leaves our store after being reviewed for Quality Assurance. However, in the rare event that an item gets lost or damaged during shipping – we will cover the loss/damage. This very seldom happens, but if it does – let us know and we’ll make sure to fix the damage or replace the item.

How do I place an order?

Once you chose the item you are interested in, you can simply add it to your cart by clicking on this icon on a category page:

 

 

or this button on the product page:

 

You can then go directly to view your cart by clicking on cart icon on the top right-hand side of the page:

 

 

Once you see your cart, you can decide to go directly to checkout to finalize your order :

 

 

You will then be asked to enter your personal information and the payment method of your choice.

How should I contact you if I have any questions?

You can always contact us for any queries, either by phone toll-free at 1-888-452-1949 or by email by filling out a contact form.

Do I need an account to place an order?

You do not need an account to place an order. All you have to do is select “proceed to checkout without creating an account.”

You will still be asked to provide your shipping and billing address.

My package should have arrived by now... What should I do?

If you ordered via registered mail and it has been more than 3 weeks since your package was mailed, or if you ordered via express mail and it has been more than 7 days since your package was mailed – contact us and we’ll look into the shipping delay immediately.

We do our best to make sure packages arrive promptly, but there are some circumstances that are beyond our control: bad weather, airport or postal service strikes, or other Superior Forces. We thank you in advance for your understanding in these cases.

Returning An Item

I'd like to return an item I bought from Baltinester Jewelry. Can I?

Yes – you can return an item you bought from us, but only if you follow the direct instructions that appear in the the Return Policy section.

Is there a time frame for returning an item?

Yes – Returned items must be sent back to us no later than 14 days after you receive them

How should I send the item back to you: Registered mail, Fedex, UPS?

No–very important–please do not send the item back using registered mail, Fedex, UPS or the like. It is important that you follow the steps to return the product outlined in the return policy.

So how should I send the item to you?

If you’re sending an item back to us you MUST contact us BEFORE you send the item. We’ll give you specific mailing instructions to make sure that the returned item won’t get stuck in customs. For more details, see our Terms of Use.

Are there items that cannot be returned?

Yes – items that cannot be returned are: items that have been custom made, engraved, personally inscribed, used, damaged, improperly packaged, altered, or resized by a jeweler other than Baltinester Bros.

Privacy & Security

You've asked me for very personal information. How do I know my information will stay private?

The information you fill out in various forms on the website is used ONLY so that we can be in touch with you and to facilitate your order. Under no conditions does Baltinester Bros. share your personal information with anyone!

What about my credit card number – is that safe?

Security and privacy are number 1 on our list of important things (along with customer satisfaction).
Safe and secure credit card transactions are guaranteed through Secure Sockets Layer (SSL) security/encryption technology. This Technology enables a secure channel between our servers and our customers, so you can be sure that all online communications and digital transactions are safeguarded.

I understand it's safe, but I prefer to order over the phone. What should I do?

If you prefer to place your order over the phone, we’ll be happy to assist you.
Please call us toll free from the US and Canada at 1-888-452-1949, or directly at +972-2-6252967 to put in your order. Alternately, fill in your phone number in the Contact Us form and ask us to contact you at a convenient time. We will then call you to get your order details.

Customer Service

Please, I want to speak to a person, not a machine!

No Problem – you can call us toll free from the US and Canada at 1-888-452-1949, or directly at +972-2-6252967. Alternately, fill in your phone number in the Contact Us form, ask us to call you and we’ll be happy to do so at a time that’s convenient for you.

Where can I write a review ?

Thanks for the feedback! You can write a review via three ways :

  • Review per product: Simply go to the product you bought and leave us a review on the product page.
  • Tripadvisor : We also have a store in downtown Jerusalem so you can find our products via our brick and mortar.
  • Reviews on GoogleSitejabber, Facebook, Reseller ratings, Trustpilot, Ivouch

I have a question that doesn't appear in this list of FAQ's.

Feel free to contact us at any time with any question, problem, or special request you can think of. We promise to do everything we can to find the best answer or solution to ensure you – our valued customers – are 100% satisfied.

Products

Can you include a greeting card with my purchase? What about gift wrap?

We will happily add a greeting card and/or gift wrap to your purchase.
Please remember to add in the “order notes” box at Checkout the wording of the card, and the request for gift wrap.

Where are your products made?

All our products are handcrafted in Israel, by gifted Israeli artists and jewelers. When you buy from us, you know you’re buying from Israel.

I want a custom made order, is it possible ?

No request is too great! We want our customers to be fully satisfied. Therefore, if you wish to change a product to make it your own, just ask! Whether you want to change the kind of gemstone, the shape of a bail, or the chain of a pendant, we can always consult with our designers to confirm that it is technically possible.

Most of the time, your wishes come true !

Are your products really handmade?

Our products are 100% handmade.

It can be a bit misleading when you see so many similar items to ours on other Judaica webstores that sell the same kinds of products. However, Baltinester Jewelry really is different.

We have been jewelers since 1995 in Jerusalem, and being one of the oldest jewelry stores in Jerusalem, we have a real connection to our customers. We listen to their needs and their tastes.

A finished product sometimes needs 4 or 5 designers, adding their own skill to the final piece. Whether it is the casting, the welding or the engraving.

We work closely with our designers, forming a very strong relationship. They can come to our shop, use our workshop if they need to, share their expertise with our staff. It is crucial in order to give the best client service possible.