FAQs
HOW LONG DOES SHIPPING TAKE?
Normal shipping time will take between 3 to 7 business days after your purchase has been made. This does not include a 2-3 business day processing time. You will receive an email with tracking information once your item has been shipped.
For personalized pieces (Hali’a 15mm/8mm, Ho’omana’o 8mm, Kamalani 16mm, Ho’omaka 6mm Rings, 8mm Ku’uipo Rings, 8mm Pu’uwai Necklace). These are custom, made for you products. These take an estimated 3-5 weeks for completion along with the normal shipping time listing above. We want to ensure that you have the best quality piece so we will never rush your custom order. You can always email us at aloha@kaohanajewelry.com if you have any further questions.
CAN ALL PRODUCTS BE RETURNED OR EXCHANGED?
Products listed as FINAL SALE in the product description, title and/or through email or text message marketing are not able to be returned or exchanged. If you have a question about whether you can return or exchange your product, please email us at aloha@kaohanajewelry.com for more information.
Custom and/or personalized products are not able to be exchanged or returned as well. These are considered final sale pieces.
If you have purchased a non final sale, non custom piece, it will fall under our general return/exchange policies.
WHY ARE THE SHIPPING TIMES LONGER THAN USUAL?
We rely on multiple warehouses in order to get your product to you fast and efficiently. In order for us to offer free shipping and the best prices for our products, shipping times can normally take 3-7 business days - not including a 2-3 business day processing time. Larger orders with multiple products can come from multiple warehouses. For questions regarding custom products, please review how long does shipping take above. If there are any products with your order, we will be sure to let you know as soon as possible!
I ONLY RECEIVED 1 PRODUCT OUT OF THE MULTIPLE ITEMS THAT I ORDERED. WHAT HAPPENED TO THE REST OF MY ORDER?
We store products in multiple warehouses depending on where it’s easiest to ship from. Your next order is most likely already on its way to you and you should have received two or more emails with tracking numbers for each package! If not, feel free to email us and we will check on your order right away.
WHAT IS THE BEST WAY TO TAKE CARE OF MY JEWELRY?
Please refer to our Jewelry Care Best Practices for more information about care. If you have other questions regarding this, please email us at aloha@kaohanajewelry.com.
MY TRACKING INFORMATION IS NOT UPDATING. "YOUR PACKAGE SHOWS THAT IT'S WAITING TO BE SENT TO A USPS FACILITY"
If your tracking is showing this message, it may be because your address is not confirmed with USPS. Regular tracking will not be available for your order while in transit. With unconfirmed addresses, packages are sent first class mail without regular tracking. Sometimes unconfirmed addresses can be a new home, new street, unregistered units, etc. Please email us and we’ll be able to check if your address is considered unconfirmed.
I NEED TO EXCHANGE MY ITEM.
Not a problem! Please send us an email at aloha@kaohanajewelry.com with your name, order number, and product(s) you would like to exchange for another size. The process will go by quicker if you view our Bangle Sizing Guide to pre-size yourself, a friend, or family friend and let us know in your email what size you are hoping to exchange for.
WHAT IS YOUR RETURN POLICY?
You can find our return policy here.
I HAVE ANOTHER QUESTION THAT'S NOT ANSWERED HERE.
Please send us an email at aloha@kaohanajewelry.com and we'll get back to you as soon as we can. Our team is available 9-5PM (PST) Monday through Friday. However, we will do our best to respond as soon as possible.
WHAT IS AFTERPAY? AND HOW DO I USE IT?
Great question! Afterpay is a new feature that allows you to break up your total payment into 4-interest free payments every 2 weeks over a 2 month (8 week period). Your first quarter payment would be due right away, while the remaining 3 payments would be due every 14 days after. This is not a layaway service, you will receive your purchase right away as soon as you complete the payment. It will be between you (the individual) and Afterpay to complete your payments on time.