On this page we will provide you with as much information as possible about the shipping process as well as detailed information about returning products.

Let’s just say that the products we order are shipped from our warehouse in Hong Kong and returns are received by registered mail back in Hong Kong.

Shipments – Important to know:

  • Orders are shipped from our warehouse in Hong Kong.
  • Free shipping on purchases over NIS 189.99.

  • Minimum order 159.99 NIS.

  • Shipments are made by air only.
  • The average delivery time is 15-20 business days, not including the day of ordering (except holidays in Israel and China), if a package is stopped for a sample inspection at customs there will be a delay of several days.
  • Each package is shipped with a tracking number and insured against loss and damage.
  • The tracking number is sent to the email along with the order confirmation and receipt for the purchase upon payment.
  • The tracking number starts with the letters XLT.
  • Tracking number information will be available starting two and a half weeks from the date of order, which is the average time it takes for a package to complete the Hong Kong customs procedure.
  • The tracking number allows you to check online where the package is after customs, and provides transparency and receiving information prior to collecting the package from the distribution point.
  • You can track shipments online by entering the tracking number on the site exelot.com .
  • All packages are defined in customs as personal imports – for packages with less than $ 75 there is an exemption from VAT and customs.
  • In the unlikely event that customs decides to stop the package – we will take full responsibility and take care of handling and release.

Shipments – so how does it actually work?

After placing an order on our site, the customer receives an email with the order number, a receipt for the purchase and a link to track the delivery of the package. You can check the location and status of the package every week from your computer, mobile and / or tablet.

Afterwards, you will send an SMS message to the mobile phone you specified in the order from the shipping company directly, in order to update you that the package is in Israel and to confirm the collection point. When the package arrives at the collection point, another SMS message will be sent for updating and all that is left to do is collect the package and renew it!

Important Note : In the event that an SMS message is not received to confirm the collection point within three weeks of order confirmation, please contact customer service at the email address: cs@exelot.com . The subject of the email should contain the tracking number and request to check order status. Sample: XLT18397408IL Please check order status.

Returns – Important to know:

  • Defective product can be returned within 14 days from the date of collection of the package from the collection point.
  • Unused products can be returned, in their original packaging only and in accordance with the regulations, children’s products, lingerie, hygiene products, swimwear, electrical products and lighting fixtures cannot be returned. On shoes you can change the size or get a credit for reusing the site and not a refund.
  • In order for us to win the order a refund and according to our consideration and approval first, the product must reach us without any defect.
  • In case of product return please contact our customer service in chat or email, to inform and receive confirmation and shipping address.
  • The package should be sent by registered mail to an address in Hong Kong.
  • The package will be checked and a coupon will be sent to your email address.

Returns – so how does it actually work?

In case a defective product was received, within 14 days of package collection, you can contact our customer service and request a return. When contacting customer service it is recommended to be equipped with the relevant order number so that we can identify the order in our system quickly.

In the chat with the representative you will be asked to indicate the reason for returning the package (this will help us know how we can improve in the future), if the product is used and to confirm that the product will be returned in its original packaging .

If the product is not used and is in its original packaging, a confirmation will be received to return the product and our service representative will provide the shipping address, most returned brands receive a refund for reuse of the site and not Money back on credit.

The product should be sent by registered mail only, the reason is that registered mail comes with a tracking number and will allow you and us to track the shipment and verify that the package arrived at its destination.

When the package is collected, our team will check the product and the full refund will be made, excluding footwear and clothing, for the return of these products will be given monetary credits for reuse on the site.

Important Note : This warranty applies only to products that have reached the wrong customer. Products that arrived in good condition and broke down over time are not eligible for this warranty. Electrical products sent from abroad will sometimes come with an electrical adapter, therefore, electrical products cannot be returned on the grounds that the socket is not suitable for use in Israel.

How do I cancel an order?

Once the order has left the warehouse for delivery and 24 hours after the payment is made, the order cannot be canceled. Please check our return policy, we thank you for your understanding.

Once the shipment has left, the order can not be canceled, but the product can be returned according to the approval and terms of trade.

* An order received and canceled within 24 hours from the date of execution involves a cancellation fee of 7% – clearing fees of the credit companies and handling of bookkeeping.