Customer Care
Your Questions, Answered
Customer Care
How will my order be packaged?
Every order is thoughtfully packed, with care for the pieces you have chosen. Standard deliveries in Israel and international EcoPost orders arrive in a Five Senses branded box at no extra charge. FedEx express orders use the courier’s protective packaging.
How can I choose my size?
Each silhouette has its own character. Our size chart and the Size & Fit section on each product page explain how the piece sits on the body and whether the fabric stretches. Between sizes? Message us on WhatsApp with the piece you have in mind, and we will help you choose your size.
How is my payment handled?
Your purchase is processed through a secure payment system provided by our card processor or your chosen payment service. Five Senses does not store your full card details. Complete your purchase with your preferred payment method, and we will email your order confirmation once it is complete.
Which payment methods can I use?
We accept credit cards, PayPal, Apple Pay and Google Pay. Choose your preferred way to pay. Apple Pay and Google Pay are supported on compatible devices and browsers.
Can I return or exchange an item?
Yes. To request a return or a size exchange, complete our Returns and Exchanges Form.
You may notify us of cancellation within 14 days of receiving your item or the transaction information document required by law, whichever is later. Size exchanges may be requested within 14 days of receiving the item, subject to availability.
Exchanging the same style for another size is free of charge, including return shipping and delivery of the replacement item, when arranged through us. For a return and refund, cancellation fees and return shipping costs may apply in accordance with our Returns & Exchanges policy and applicable law.
Please keep the item in its original condition, unused, unwashed and unaltered, with its packaging, tags and accessories.
Which delivery options are available?
In Israel, choose delivery to a pickup point or a courier to your door, whichever suits you best. International delivery services depend on your destination. Your shipping method and its cost are shown before you confirm your order, so you can make your choice before paying.
When will my order be sent?
Made-to-order pieces are dispatched within up to 5 business days. In-stock pieces are dispatched within up to 1 business day. Transit time is additional to preparation time and depends on the destination and selected shipping method.
How much does delivery cost?
Shipping costs vary by destination and selected shipping method. Available options and their costs are displayed at checkout before you complete your order. International orders may incur separate import charges in the destination country.
Will customs or import taxes apply?
There are no additional customs or import charges for orders delivered within Israel. International orders may be subject to local taxes or import duties under the destination country’s rules. These are not included in your order total and are the customer’s responsibility.
What if I miss my delivery?
If you miss a delivery, we are here to help. Your courier’s notification will explain the next steps. You can also message us on WhatsApp with your order number, and we will help check the parcel’s status. Resending a returned parcel may incur an additional charge under our shipping policy.
Can I track my order?
Of course. Once your order leaves the studio, we will email a tracking link so you can follow its progress. Cannot find the email, or have a delivery question? Get in touch with your order number and we will help you check.
How can I get in touch?
We are here before and after your purchase, whether you would like help choosing a size, learning more about a fabric or checking an order. Contact us on WhatsApp or at support@fivesensesil.com for personal assistance in English or Hebrew, Sunday–Thursday, 9:00–17:00 Israel time.