Israel – Retail and Consumer Issues

What are the typical opening hours for shops in Israel?

The majority of Israeli stores close in the early evening — somewhere between 7:00pm and 8:00pm — while shopping centres and malls tend to remain open until 9:00pm or beyond. These hours apply throughout the standard Israeli working week, which runs from Sunday through Thursday, with Friday being a shortened day in recognition of the Jewish Sabbath.

Across most of the country, shops generally open their doors around 9:00am and trade until 7:00pm or later, shutting on Saturday for Shabbat. Unlike countries such as the UK, where large retailers face legal restrictions on Sunday trading, Israel has no comparable Saturday-equivalent rule for Sunday — it is simply a regular working day. The day that requires advance planning is Saturday.

Supermarkets across most regions close for Shabbat, which begins on Friday afternoon and ends on Saturday night. This is especially relevant in cities with large observant populations, such as Jerusalem and Tzfat. In more secular urban centres like Tel Aviv or Haifa, a handful of grocery outlets may remain open, but closures are still widespread during these hours.

Until not long ago, municipalities had the authority to decide locally whether to permit particular types of businesses to operate on Shabbat. In practice, throughout most of Israel’s history, retailers seldom chose to open on that day, even as legislation and its enforcement remained somewhat inconsistent. As public attitudes evolved, the government passed legislation in 2018 — commonly referred to as the Supermarkets Law — granting the interior minister the power to override local councils on this matter.

The supermarket chains that do trade on Shabbat are AM:PM and Tiv Taam, both of which operate mainly in larger urban areas. AM:PM functions around the clock, seven days a week. Smaller independent convenience stores and shops run by Arab proprietors in mixed cities may also be open on Saturdays. Most major supermarkets stay open late — until approximately 23:00 — on Thursday evenings, which represents one of the busiest shopping periods of the week.

Public holidays tied to Jewish religious festivals and national commemorations can also cause significant disruption to trading hours, with practices varying considerably between secular and observant communities. It is always advisable to verify store hours on Google Maps before major occasions such as Rosh Hashanah, Yom Kippur, and Passover, when closures can be extensive and widespread.

What forms of payment are typically accepted in Israel?

The principal means of payment in Israel include cash, cards, credit transfers, direct debits, and cheques. Cash remains a feature of everyday transactions, though its share of total payment volumes declined in 2024 relative to 2020, reflecting a growing preference among consumers for electronic alternatives.

Credit cards hold the top position as Israel’s most widely used payment method, while mobile payments are gaining momentum — in the e-commerce sector alone, 40% of transactions are conducted via mobile device. Israel’s payment card market has a distinctive character, having evolved primarily as a deferred payment, or charge card, market rather than the debit and credit card model familiar in many other countries. This means that many cards issued by Israeli banks automatically delay payment to the end of the month, which can feel unusual to those accustomed to funds being debited immediately.

In recent years, Israel has seen a significant broadening of its payment infrastructure. Contactless payments are extensively supported, making Apple Pay a practical option for everyday purchases. Google Pay has also become available in Israel, with leading banks and card companies incorporating it as a payment service. Roughly two-thirds of payment terminals across the country now support the wireless standard that enables payment by mobile phone, smartwatch, or contactless card.

A range of domestic mobile payment solutions exist alongside the international offerings — including Max, Leumi App, Isracard, PayBox, BitPay, and AnyPay. These local applications are in common use for both peer-to-peer transfers and in-store payments, and QR code or app-based checkout systems can occasionally be found in smaller independent businesses.

By 2023, nearly 55% of Israelis reported using payment apps to transfer money to friends and family. Cash continues to play a meaningful role at smaller markets (shuks), street vendors, and some rural or independent outlets, so keeping a supply of New Israeli Shekels (NIS) available is sensible. Internationally issued credit cards bearing the Visa or Mastercard logo are accepted at the majority of large retailers, hotels, and restaurants.

What are the major supermarkets in Israel, and how do they differ?

Israel’s supermarket sector is well-established and covers a broad spectrum from budget-focused to premium outlets. Knowing where each chain sits in the market can help you shop more efficiently and keep living costs in check.

Shufersal is comfortably the largest supermarket group in Israel, commanding a market share of around 20% and operating a wide variety of store formats nationwide. Branches can be found in virtually every city; the chain is positioned at the higher end of the price spectrum and is known for quality fresh produce, though shoppers pay accordingly. Its positioning is broadly comparable to that of Sainsbury’s in the UK or Coles in Australia — reliable quality at above-average prices.

Other prominent chains include Rami Levi, Yohananof, Victory, and Yeinot Bitan, which is currently rebranding under the Carrefour name. These are widely distributed, and their prices tend to hover around the market midpoint. Like many large chains, they operate a variety of formats, with smaller, more expensive stores in city centres and larger, more competitively priced branches on the urban periphery.

Chains historically associated with the religious Jewish or Arab communities — among them Osher Ad, Salah Dabah, King Store, and Super Chesed — are fully open to all customers. Their locations can sometimes be less central, but they generally offer lower prices and stock larger family-size quantities. Their market positioning is roughly equivalent to that of budget discounters such as Lidl or Aldi.

For imported goods or non-kosher products, chains like Tiv Taam, Keshet Te’amim, and Rosman are worth seeking out. Colloquially referred to as “Russian” chains, they carry a broader selection of non-kosher items including pork and shellfish. Nitzat HaDuvdevan and Teva Castel are good destinations for organic and health-focused products, though prices at these stores are considerably higher than at conventional supermarkets.

Most major chains offer loyalty membership cards for little or no cost, giving cardholders access to discounts, promotional alerts, and other benefits. Some of the larger groups also provide affiliated credit cards with deeper savings. In most cases, there is no need to carry a physical card — providing your ID number or registered phone number at the checkout is sufficient. Registering is worthwhile: Shufersal’s scheme, for instance, is linked to your credit card or ID, and Rami Levi operates a similar system.

The majority of mainstream supermarkets in Israel are kosher-certified, meaning they do not sell pork or shellfish and will be closed on Shabbat. Shoppers who need non-kosher products should seek out the specialist chains referenced above.

How popular is online shopping in Israel, and what are the main platforms?

Several developments have reshaped Israel’s payments and retail landscape in recent years: strong e-commerce growth, wider adoption of EMV technology, a raised contactless payment ceiling, new entrants into the merchant acquiring market, and the emergence of digital-only banks. Online retail has become an established and increasingly central part of everyday consumer life.

Key domestic e-commerce platforms include KSP (electronics), Ivory (electronics and home appliances), Zap (a price comparison tool for electronics), and major supermarket chains such as Shufersal and Rami Levi, both of which operate full online grocery ordering and delivery services. Facebook Marketplace and the local classifieds platform Yad2 are both popular channels for buying and selling second-hand goods.

Global platforms including Amazon (accessible via amazon.com or through Israeli third-party sellers), eBay, and AliExpress are widely used for products that are difficult to source locally. Retail prices in Israel can be higher than consumers might expect — particularly for imported items — which makes international e-commerce an appealing option. However, packages exceeding certain value thresholds may attract customs duties and VAT on arrival. It is worth checking the Israeli Tax Authority’s current import thresholds before placing orders, as these figures are subject to change.

The growth of online retail has prompted updates to the way consumer protection rules apply to digital transactions. The Consumer Protection Law has been amended to strengthen transparency and safeguards for online shoppers. E-commerce businesses are required to provide clear and accurate information about products, terms of sale, and cancellation rights, while consumers must also be informed of shipping costs, estimated delivery times, and return policies before completing a purchase.

For price comparison purposes, the Zap app is particularly useful for electronics and appliances. For groceries, the Pricez app allows shoppers to compare basket costs across different chains, though its interface is currently only available in Hebrew. Delivery reliability among established Israeli retailers is generally solid, with most major chains offering next-day or two-day delivery to addresses in the main urban centres. Deliveries to more remote or rural locations may take longer.

Are there shops or products in Israel catering specifically to expats or international tastes?

Israel’s population, drawn from immigrant communities spanning dozens of countries, has generated a retail environment — particularly in its largest cities — that accommodates a wide variety of international food preferences and product demands.

In Jerusalem, the Baka neighbourhood has been strongly shaped by immigrant communities and is home to some of the most internationally stocked supermarkets in the city, carrying a broad selection of imported goods likely to feel recognisable to newcomers from abroad.

At Shuk HaCarmel in Tel Aviv, the Asian Store offers an extensive range of products from across the continent. In Jerusalem, the Farmer’s Market at Emek Refaim runs on Fridays, selling everything from fresh produce to handcrafted accessories.

Iconic markets such as Mahane Yehuda in Jerusalem and the Carmel Market in Tel Aviv are well-known destinations for local produce, spices, and street food. Almost every city — and many smaller towns — has its own shuk (market) operating daily or weekly, and these are typically cheaper than supermarkets for fruit, vegetables, eggs, spices, and kitchen essentials.

Certain supermarkets catering to internationally oriented shoppers — including some in Jerusalem — stock imported branded lines such as Dr Pepper or Skippy peanut butter, though these products tend to carry a significant price premium. Specialist health food stores such as Neroli in Neve Tzedek, Tel Aviv — often likened to a compact version of Whole Foods — also serve those in search of organic, international, or specialty items.

The footprint of major global retail chains in Israel is relatively limited. The Carrefour brand is appearing through the ongoing conversion of Yeinot Bitan stores, and IKEA maintains a presence in the country. Many internationally recognised high-street fashion and electronics names, however, are either absent entirely or available only through local franchise arrangements or cross-border online orders. Check directly with individual brands for their current status in Israel.

What are your rights as a consumer in Israel?

Israeli consumer law is designed to ensure that individuals are treated fairly in their dealings with businesses and have meaningful recourse when things go wrong. The foundational legal text is the Consumer Protection Law, 1981, which prohibits unfair commercial conduct, shields consumers from harmful goods and services, and establishes mechanisms for seeking redress.

The law bans a range of unfair business practices, including deceptive advertising, misrepresentation, and one-sided contract terms. Consumers are entitled to clear, truthful information about the products and services they are considering purchasing, encompassing price, sale conditions, and applicable terms. In contrast to jurisdictions where disclosure obligations are relatively light, Israeli law obliges businesses to proactively share material details with customers before a transaction is completed.

Regarding returns, the general rule is that most products may be returned within 14 days of receipt. For distance or remote purchases — including orders placed online — the cancellation window extends to 14 days from receipt of the goods or conclusion of the service agreement, or 14 days from delivery of the written terms, whichever is later. While EU consumer law similarly guarantees a 14-day cooling-off period for distance sales, Israeli rules involve product-category-specific variations that can differ considerably, making it important to confirm the precise terms applicable to your particular purchase.

A retailer may levy a cancellation fee when a product is returned or a service is cancelled — ordinarily capped at 5% of the purchase price or NIS 100, whichever is the lesser amount (as of 2024). No cancellation fee may be charged where the product is defective, does not match its description, was not delivered on time, or where the vendor has otherwise breached the contract.

Consumers in Israel have specific protections when goods turn out to be faulty. These rights are set out in the Consumer Protection Law, which specifies a range of remedies for defective merchandise. Upon identifying a fault, the consumer is entitled to one or more responses from the seller or manufacturer — which may include repair, replacement, or a full refund — depending on the nature and extent of the defect.

Any electrical product purchased for more than NIS 150 is covered by a statutory manufacturer’s warranty for the first year following purchase, at no cost to the consumer. During this warranty period, the manufacturer is obliged to remedy defects, including replacing the product in whole or in part as necessary (as of 2024). This protection is narrower than, for example, the EU’s two-year statutory guarantee, so it is advisable to review manufacturer warranties carefully when purchasing electronics or household appliances.

Since November 2023, all items sold in supermarkets and pharmacies must carry a clearly visible price label. Labels must also display the price per 100 grams or millilitres, facilitating product comparisons. If the price displayed at the checkout scanner is higher than that on the price tag, the store is obliged to charge the lower figure.

The Class Actions Law (2006) enables consumers to bring collective legal action against businesses for harm arising from defective products, fraudulent conduct, or other violations of consumer rights. Class actions offer an effective mechanism for addressing situations where large numbers of consumers have been affected by the same conduct.

Always verify the most current legal position with the Israel Consumer Protection and Fair Trade Authority or a qualified Israeli legal adviser, as regulations are subject to ongoing revision.

Which organisations protect consumers in Israel, and how can you contact them?

The Israel Consumer Protection and Fair Trade Authority is the primary government body charged with safeguarding consumer interests and issuing official guidance on consumer rights. It functions under the Ministry of Economy and Industry and is the first point of contact for complaints relating to misleading advertising, unfair contracts, and violations of the Consumer Protection Law.

• Israel Consumer Protection and Fair Trade Authority — The principal statutory enforcement agency. It handles complaints, investigates businesses, and publishes guidance for consumers. Website: gov.il – Consumer Protection and Fair Trade Authority
• Israel Consumers Council (Moatza Laztarchan) — A non-governmental organisation dedicated to consumer advocacy. It offers public guidance, publishes information on consumer rights, and campaigns for improvements to legislation. The Council has produced practical guides on resolving disputes, including template letters for use with merchants and information on bringing claims in small claims court. Website: consumers.org.il
• Ministry of Economy and Industry — The government ministry responsible for trade, commerce, and consumer affairs, and the parent body of the Consumer Protection Authority. Website: gov.il – Ministry of Economy and Industry
• Small Claims Court (Beit Mishpat LeTovenot Ktanot) — Where a retailer refuses to process a return or honour a cancellation, taking the matter to small claims court is the consumer’s primary legal avenue. These courts deal with consumer disputes efficiently and are generally accessible without legal representation for lower-value claims.
• Bank of Israel Consumer Complaints — For disputes concerning financial services, payment transactions, or banking products, the Bank of Israel’s consumer information pages offer guidance and a structured complaints process.

Various organisations and government agencies run programmes to raise awareness of consumer rights under Israeli law. These initiatives include workshops and seminars covering topics such as warranties, returns, refunds, and misleading advertising, and are intended to equip consumers with the practical knowledge needed to assert their rights confidently.

As an expat, it is worth noting that much official guidance is published in Hebrew, though the Consumer Protection Authority’s website does offer some materials in English. For complicated disputes or cases involving substantial sums of money, seeking advice from a qualified Israeli lawyer is strongly advisable.

Frequently asked questions: retail and consumer issues in Israel

Are shops open on Sundays in Israel?

Yes — Sunday is a regular working day in Israel, and supermarkets, shops, and shopping centres all operate normally. Stores are generally open from around 9:00am and it is Saturday, not Sunday, on which closures occur due to Shabbat. This represents one of the most notable differences in the weekly retail rhythm compared to many other countries.

What should I do if a shop refuses to honour my legal right to return a product?

While most retailers will comply with their legal obligations, if a merchant refuses to accept a return or honour a cancellation, you can escalate the matter through small claims court. The Israel Consumer Council provides practical guidance on navigating such disputes, including template letters to send to sellers. Alternatively, a formal complaint can be submitted to the Israel Consumer Protection and Fair Trade Authority.

Do I need to speak Hebrew to shop in Israel?

In major cities such as Tel Aviv, Jerusalem, and Haifa, many retail staff and market traders are able to communicate in English or Russian. That said, product labelling, loyalty card systems, and self-checkout terminals are predominantly in Hebrew, which can present challenges for newcomers — particularly when dealing with weight-based items such as fruit and vegetables at self-service kiosks.

Can I use my foreign credit card in Israel?

Internationally issued Visa and Mastercard credit cards are accepted at most large retailers, hotels, restaurants, and ATMs throughout the country. However, some smaller market traders, independent vendors, and certain petrol stations may favour local payment methods or cash. It is advisable to keep a supply of New Israeli Shekels (NIS) available as a backup, particularly when travelling beyond major urban areas.

Are prices in Israeli supermarkets fixed, or can I negotiate?

Prices in supermarkets and large retail stores are fixed and not open to negotiation. At shuks (markets), haggling over fresh produce is uncommon — prices are generally displayed or announced — though some flexibility may exist when purchasing clothing or souvenirs from market stalls. Fixed-price retail is the prevailing norm across mainstream Israeli commerce.

What is the warranty period for electronics bought in Israel?

Electrical products purchased for more than NIS 150 are covered by a statutory one-year manufacturer’s warranty from the date of purchase (as of 2024). During this period, the manufacturer must remedy any defects free of charge, including replacing the product in full or in part where necessary. Retaining your receipt and original packaging as proof of purchase is essential.

Are there any customs charges on international online orders delivered to Israel?

Yes. Goods imported into Israel may be subject to VAT and customs duties when the declared value exceeds applicable thresholds, which are revised periodically. The Israeli Tax Authority and Israel Postal Company provide guidance on current limits. When ordering from international platforms such as Amazon or AliExpress, it is prudent to account for potential import costs and to allow additional delivery time for customs processing — particularly for higher-value purchases.

Is tipping expected when shopping or receiving deliveries in Israel?

Tipping is not a standard expectation in retail environments. However, gratuities for delivery drivers — especially for food or grocery deliveries made via app-based services — have become increasingly common practice in Israel. A tip of NIS 5–15 is appreciated but not obligatory. Tipping in restaurants is a separate and widely observed custom, with 10–15% of the bill being typical.