Refund policy
Returns & Exchanges
What is your return/exchange policy?
To be accepted for a return or exchange, all item(s) must be in resalable, brand new condition inside of original pouch.
All items are subject to inspection prior to refund/store credit/exchange provided.
You'd be responsible for any return shipping costs and providing a tracking number when you send your item(s) for return/exchange.
We cover shipping the exchanged item(s) back to you.
What can be returned/exchanged?
- Non personalized jewelry items
- Defective or damaged on arrival items
- If you received a defective or damaged item on arrival, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
- You'll be asked to provide several photos so please include this when you send us an email.
What cannot be returned/exchanged?
- Final Sale Items
- Personalized jewelry
- If you have an issue (for example sizing of item) with your personalized jewelry, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
- Earrings
- Sale items discounted 50% or more
- Ka 'Ohana Home Collection: The products inside of the Home Collection are not eligible for return/exchange as they are made to order.
- Gift Cards
When do I need to request a refund by?
- Refund: Must contact us within 14 days of item(s) delivery date.
- Exchanges/Store Credit: Must contact us within 30 days of item(s) delivery date.
- Please note: Once a refund/exchange/store credit is accepted, we must received your item in approved condition within 14 days of your request.
How do I start a return/exchange request?
Email us at aloha@kaohanajewelry.com using the ORIGINAL EMAIL you used to place your order with the following information:
- Full Name
- Order Number
- Item name(s)
- Reason for your request (ie. sizing, damaged, etc.)
*If you received a gift, please let us know if the email when first making your inquiry. Please also include the name, email address, and/or phone number of the gift sender so we can locate the order.
Order Issues
What if my jewelry arrives damaged or defective?
Contact us immediately. We stand by the quality of our products and will ensure you receive a replacement or a resolution.
I only received one of the products that I ordered. Where is my other order?
This is mostly because you have ordered multiple types of products. For example, ready to ship and personalized jewelry. You may have already received your ready to ship pieces, however, your personalized jewelry is most likely still being made. Please reach out to us through email or using the gold webchat icon on our website to check on your order status.
Cancellations & Order Changes
Changes to your order are accepted within 72 hours of purchase. After this period, once production begins, refunds, cancellations, or further modifications will not be possible.
• For canceled orders refunded to the original payment method, card transaction fees are non-refundable and will be deducted from the refund amount (~3% of total amount paid).
• For canceled orders issued as store credit, the full amount will be provided with no deduction.
• For personalized jewelry, cancellations and/or changes are only possible within the 72-hour window.
• For ready-to-ship pieces, cancellations and/or changes are possible prior to processing and shipment. Once an order has shipped, we are no longer able to cancel it. Please email our customer service team at aloha@kaohanajewelry.com to begin the return process once your item has been delivered.