Help Center
How can we help?
Answers to the questions we get most. If yours isn't here, get in touch and a human will pick it up.
Track my order
Where is my parcel?
Return policy
30-day returns
Your orders
Past purchases
Gift cards
Buy and redeem
Orders & delivery
How much is delivery?
Delivered by HFD throughout Israel, normally within 1–3 business days, and up to 5 business days for remote areas. Shipping is a flat ₪24.99, free on orders from ₪400.
How long will my order take?
In-stock items are picked the same working day if you order before 3pm, and typically arrive in 2–4 working days.
Backordered items ship as soon as they are restocked — you can tell because the product page shows "On backorder" instead of a stock count.
Can I track my order?
Yes. Use the Track My Order page with the order reference from your confirmation (it looks like ARK-1001) and the email address you ordered with.
Can I change or cancel an order?
Get in touch as soon as you can. If the order has not been picked yet we can amend or cancel it. Once it has shipped, treat it as a return.
Returns & refunds
What is the return window?
You have 30 days from the day your order is delivered to start a return on anything that is unused and in its original packaging. Your statutory consumer rights are unaffected.
Who pays return postage?
We do, if the item arrived faulty, damaged or not as described. For a change of mind, return postage is yours.
When will I be refunded?
Refunds are issued to the original payment method within 3–5 working days of the item reaching our warehouse.
Payment & pricing
Which payment methods do you take?
Online payment is not available at the moment. To place an order, contact us at orders.arken@gmail.com or 077-232-6190 and we will arrange it with you directly.
Is tax added at checkout?
No. The price you see on the product page is the price you pay. Nothing is added at checkout except delivery, and that is shown in your cart before you pay.
Do gift cards expire?
No. Arken gift cards never expire and can be spent across as many orders as you like until the balance runs out.
Products & stock
What does "On backorder" mean?
The item is not on the shelf right now but is still on order with the manufacturer. You can buy it, and it ships when the next delivery lands.
Why can I only add ten of something?
Orders are capped at ten units per product, or the number we have in stock if that is lower. It keeps stock available for everyone.
Do products come with a warranty?
ARKEN provides the warranty directly for 12 months from delivery. This is our own warranty, not a manufacturer or importer warranty — ARKEN is an independent Israeli parallel importer and retailer. Your statutory consumer rights are unaffected. Keep your order confirmation as proof of purchase.
Your account
Where can I see my past orders?
Your Orders lists everything placed from this browser. Each entry links through to the full confirmation with items, totals and delivery address.
Do I need an account to order?
No. Checkout only asks for delivery details and an email address for your receipt.