The Nature of the Site and Liability
It's important you know this right from the start: aliexpress-israel.co.il is a content and affiliate site only. We provide you with guides, recommendations, comparisons and tips in Hebrew that help you shop smarter on AliExpress - but we are not a store.
In simple terms: we do not sell products, do not charge you payment and do not ship packages. Every purchase, payment, order and shipping action is carried out directly on the website and app of AliExpress, which belongs to the Alibaba Group. When you click a link on our site and make a purchase, you move to the Ali Express platform, and the entire contractual relationship is between you, the seller and AliExpress.
It follows that the responsibility for the transaction - including delivery times, product quality, cancellations, returns and refunds - lies with the seller and with the AliExpress protection system, not with us. That said, we are here to help you understand the process and navigate it in Hebrew, as we'll explain below.
Shipping Policy
Delivery times on AliExpress vary from order to order, and they are set by the seller and according to the shipping method you chose at purchase. Each product displays an estimated delivery time range on the product page and at checkout, along with a Buyer Protection deadline.
To track your package:
- Log in to your AliExpress account and select "My Orders".
- Click "Track Order" to see the shipping status and tracking number.
- Pay attention to the date when Buyer Protection expires - it's important to act before this date if there is a problem.
If the package is delayed beyond the promised time, you can request an extension of the protection period or open a dispute - as we'll explain below. Note that international shipments may be delayed due to customs, congestion or holidays, and this is not within our control.
Cancellations and Returns Policy
Cancelling an order is usually possible as long as the seller has not yet shipped the product. In this case you can enter the order and choose the cancellation option, and in most cases the money will be fully refunded. Once the item has been shipped, cancellation is handled through a return and refund request.
Returns and refunds on Ali Express are managed through the Buyer Protection system. This system gives you a defined time window in which you can request a refund if the product did not arrive, arrived damaged, or does not match the description on the sales page.
Important points to remember:
- The specific return terms (whether a physical return is possible, who bears the cost of return shipping, etc.) vary from seller to seller.
- Some sellers offer "free returns" or "refund without needing to return the product" - check this on the product page.
- It's always wise to document the situation with photos and videos immediately upon receiving the package.
Defective or Wrong Product - How to Open a Dispute
If you received a defective, broken or different product than what you ordered - don't worry. The AliExpress system lets you open a Dispute relatively easily. Here's the process step by step:
- Log in to your account and go to "My Orders".
- Locate the relevant order and click "Returns & refunds" or "Open Dispute".
- Choose the type of problem: product not received, received damaged, does not match the description, etc.
- Indicate whether you are requesting a refund only or a refund plus returning the product.
- Upload evidence - clear photos, videos and a detailed description of the problem. The better the documentation, the greater the chance of a quick resolution.
- Submit the request. The seller will have an opportunity to respond and offer a solution (full refund, partial refund or sending a replacement product).
- If you don't reach an agreement with the seller, you can escalate the dispute and the AliExpress team will step in and decide based on the evidence.
Important tip: open a dispute before the Buyer Protection period expires. If you confirm "order received" before inspecting the product, it may be harder for you to open a dispute later.
Monetary Refunds and Expected Processing Times
Once a dispute is approved or a cancellation is accepted, AliExpress issues the refund to the original payment method you used - credit card, digital wallet or another method.
Processing times vary, but generally:
- Approval of the refund in the AliExpress system may take a few days after the dispute closes.
- The actual credit with your credit card company or bank may take several additional business days, depending on the procedures of the payment provider.
If a reasonable amount of time has passed and you haven't seen the money, we recommend first checking with your credit card company and then contacting AliExpress customer service through your account. Note that the exact amounts and dates depend on the seller, the payment method and the platform's current policy.
The Right of Cancellation in a Distance Sale Under Israeli Consumer Protection Law
A purchase from a website is generally defined as a "distance sale transaction". The Consumer Protection Law in Israel grants consumers, in many cases, the right to cancel a transaction within a certain period from the date of receiving the product or receiving the disclosure document, subject to the conditions and exceptions set out in the law (for example, regarding certain products that cannot be returned).
It's important to clarify: the information here is a general explanation only and does not constitute legal advice. The applicability of Israeli law to purchases from an international platform like Ali Express may be complex, and sometimes the most practical and accessible rights for you are precisely those provided by the AliExpress Buyer Protection system. If you have a specific legal question, we recommend seeking professional advice or contacting the Consumer Protection Authority.
How to Contact Us
We are here to make things easier for you. Although we are not a party to the transaction, we'll be glad to help you in Hebrew understand how the cancellation, return or dispute process works, and to guide you toward the right steps with the seller and with AliExpress.
- Contact us through the "Contact Us" page on the site.
- Or send us an email at: info@aliexpress-israel.co.il.
We'll honestly remind you again: although we'll be glad to assist and guide, the responsibility for the transaction - including payment, shipping, refunds and resolving disputes - belongs to the seller and to AliExpress alone. For any official cancellation, return or refund request, you must act directly through your account on the AliExpress site using the tools we described in this guide.
We recommend keeping records of all correspondence, orders and photos - this is your best tool for protecting your rights when shopping online.
Last updated: June 2026