Palestinian Tote Bag with The Key of Return Design | Qastina Designs

Shipping Policy

Your order and your support mean a great deal to us. This policy explains how shipping works so you know what to expect.

Shipping to a U.S. address

Our products are stored in Oregon and ship from the United States. While this section focuses on U.S. domestic shipping, we also ship internationally; international options and details are explained below.

Processing typically takes 2–3 business days. Our system allows up to 6 business days to accommodate busy periods and our small fulfillment team, but we usually ship sooner.

Domestic shipping generally takes 2–8 days depending on your destination and the service you choose. Once your order ships, we will email you a confirmation with a tracking number.

It is your responsibility to track your shipment and, if needed, follow up with the shipping carrier or customs to receive your package.

Shipping rates

Shipping rates are automatically calculated at checkout based on the weight of your order and the shipping destination. You can then choose the carrier service that works best for you.

Your package may incur additional customs, import taxes, or duties charged by your country. These fees are set by local authorities. We do not control these charges and they are your responsibility to pay.

Important note for EU orders

"The European Union is implementing new customs rules for online purchases from outside the EU. Did you make a purchase in a British, Chinese, American or another non-European webshop? You will pay VAT and import costs on all shipments that are delivered in Belgium (or any EU country) from 1 July, also on shipments of 22 euros or less."

Where we ship

We ship via USPS and UPS to most countries. If your country is not listed at checkout, please contact us and we will let you know if we can add it.

We also offer international shipping* options directly from Palestine for certain handicrafts that may not be available in our online collection or for wholesale orders. Please contact us if you are interested.

Incorrect address or unclaimed packages

If an order is returned to us because of an incorrect address, an address that was not updated in time, or a package that was not collected from customs or the carrier, we can resend it once it arrives back.

In these cases, we will ask you to cover the cost of reshipping. You will receive an automatic request for payment for the new label and a new tracking number once it is posted.

Shipping options from Palestine

DHL or FedEx: These services usually take around one week to arrive, depending on destination and local customs.

Delivered but not received

If you receive a delivery notification but cannot find your package, please:

• Check with the carrier using your tracking number
• Look around your mailbox, building, or delivery area
• Ask neighbors, building staff, or household members

In many cases, packages turn up nearby. As a last step, you can ask the carrier to check GPS or delivery records.

If you still cannot locate your package after these steps, please email us at hello@handmadepalestine.com with your order number and we will help file a claim. For insured shipments, we can file a claim 20 days after shipment to U.S. addresses or 40 days after shipment to international addresses. Once the claim is approved and verification is completed, we can replace your package or offer store credit.

International shipments that are delayed or returned

If you paid for international shipping through UPS, USPS, or another carrier and the package is significantly delayed or being returned, please track your shipment directly on the carrier’s website.

Once we ship your order, it is your responsibility to follow up with the carrier and collect the package, including paying any customs or import fees.

If a package is returned to us as undeliverable or refused, we can either:

• Reship it, with additional shipping costs covered by you, or
• Issue a refund for the item price, less the original shipping costs, after the package is returned to us.

Differences between billed and label shipping cost

The shipping amount you pay at checkout may be slightly different from the postage amount printed on your label. This difference reflects additional handling and related costs, and at times we may pay more for shipping than you were charged.

We are grateful for your order and your patience as a small business working across borders.

*Some countries are excluded from shipping options from Palestine.

Please note that many countries charge customs tax, VAT, and other import duties on incoming packages. These charges are set and collected by local authorities, not by us. Handmade Palestine is not responsible for these fees, and customers are responsible for paying any customs or import taxes required to receive their order.

Here are some of our frequently asked questions

1. How quickly do you ship?

We usually take 2–3 business days to process and post your order. Our system allows up to 6 business days to give our small team enough time during busy periods. We work with a single, dedicated fulfillment team member as part of our commitment to maximizing the benefits to Palestinian artisans while keeping our operating costs low so your prices stay reasonable.

Once your order is packed, you’ll automatically receive an email. Please check your shipping address. You have 24 hours to notify us if you need it changed before we actually post it and you see movement on the tracking.

Once it’s with the shipping carrier, orders inside the U.S. take from 2–8 days, depending on selected shipping method (which you choose after the checkout page, along with the shipping cost). We ship via USPS.

We also ship international orders, which typically take 14–21 days to arrive. Please note that additional customs, import taxes, or duties may apply when your order arrives in your country, and it is your responsibility to cover these costs. You will also need to keep an eye on your tracking because local postal services may return the package after attempted, unsuccessful delivery. If that happens and the package is returned to us, we are happy to reship it, with the cost of reshipping covered by you.

2. How is shipping cost determined?

Based on the weight of your total order and the distance from our inventory which is in Portland, Oregon.

For international orders, shipping cost is usually $14–$44 for the USPS First Class International Packages. The cost varies depending on the weight as well. You can see more options below.

3. Why do you ship from the US?

We face a lot of challenges as a small business under occupation in Palestine. One of those is shipping. So we’ve found that it’s more reasonable for you financially and more secure if we ship everything in bulk to our Fulfillment Space in the States and our favorite helper fulfills orders there.

4. How do I return my order?

Read more about this in the Refund Policy Page.

5. How do I apply a promo code?

If you have a promo code you can apply it in the checkout page.

6. Will you restock handicrafts that are currently out of stock?

We currently fulfill your orders from the U.S. We work on restocking handicrafts regularly but everything is handmade and takes time. Moreover, since Oct. 7, we really, really struggle with sourcing raw materials and moving around Occupied Palestine. And if there’s an item that you are very interested in, you can now fill your email address on the page of that handicraft and you will receive an email once it’s back in stock.

7. Do you offer wholesale?

Yes and thanks for asking. We want to get the work of our partner artisans to as many retailers out there as possible. This is our idea of creating a sustainable economy for the families who come from communities that are marginalized by the occupation or by severe economic circumstances, and mostly due to having the mother of family being the sole provider. To inquire about wholesale orders, please send us an email to hello@handmadepalestine.com.

8. What payment methods do you accept?

In addition to accepting PayPal, we use Stripe as a payment gateway which accepts all major debit and credit cards from customers in every country including:

• Visa
• Mastercard
• Maestro
• American Express
• Discover
• JCB
• Diners Club
• China UnionPay

9. Do you ship internationally?

Yes we currently ship to 47 countries in North America, South America, Europe, North Africa and Asia. In case shipping to your country isn’t available, please notify us and we’ll try to add it to our list if our shipping service reaches there.

10. My order never arrived! What do I do?

Please email us with your order number and we’ll look into it. For insured shipments, we can file a claim with our shipping insurance 20 days after a U.S. order was shipped and 40 days after an international order was shipped. We will send a link for the intended recipient to verify they did not receive the order, and once that verification is completed and the claim is processed, we can re‑ship or send you store credit—typically within a few days of approval.

11. My shipping address is wrong. What do I do?

Please email us the correct address as soon as possible after you place your order. Even after we package your order and email you the tracking number, you have 24 hours to notify us if you need the address changed before we hand it over to the carrier and you see movement on the tracking.

12. Does the money from my order help people in Palestine?

Yes, the money from your order directly helps Palestinian people. Handmade Palestine partners with local artisans, cooperatives, and fair‑trade organizations in Palestine, ensuring that every purchase supports their livelihoods. By buying these handcrafted products, you are helping sustain traditional crafts and empowering communities facing enormous economic and social challenges. Your support makes a meaningful difference!