FAQ

 

Frequently Asked Questions

CAN I BUY ONLINE AND PICK UP AT 'IOLANI'S RETAIL STORE?
'IOLANI's retail store is located in the heart of the Ala Moana area of Honolulu, Hawai'i. Because we understand that shipping can be expensive, we offer the option to pick up your order directly from our store. If you would like to take advantage of this service, simply select the "Pick Up in Store" shipping option at online check out. We will contact you when it's ready and notify you if anything changes.
DO YOU OFFER ALTERATION SERVICES?
Unfortunately we don't offer custom alterations at this time. However, we would be happy to suggest a few places we trust and use regularly.
HOLIDAY ORDERING, SHIPPING, AND RETURNS
Ordering
Purchases made between November 1st & December 20th are considered "Holiday Purchases" and adhere to the following special guidelines regarding Shipping and Returns.

Shipping
Due to the heavy holiday schedule, orders may not be fulfilled within one to two business days. However, rest assured that if we cause a delay when processing your order, we will upgrade your shipping for free so that you receive your order before Christmas.

Returns & Exchanges
The normal 30 day time limit for returns and exchanges can be disregarded for holiday purchases. Instead, returns and exchanges may be made until January 20th, regardless of purchase date.

Order Status

HAS MY ORDER SHIPPED?
Click the "My Account" link at the top right hand side of our site to check your orders status.
HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?
Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.
HOW DO I TRACK MY ORDER?
Click the "My Account / Order Status" link at the top right hand side of our site to track your order. Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once is in transit.

Please note: It may take 24-48 hours for your tracking information to reflect details on UPS, FedEx, USPS sites.
MY ORDER NEVER ARRIVED
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
AN ITEM FROM MY ORDER IS MISSING OR DAMAGED
If your package has been delivered but is missing an item or an item is damaged, please contact 'IOLANI's customer service for assistance. 
WHEN WILL MY BACKORDER ARRIVE?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

My Account

HOW DO I CREATE AN ACCOUNT?
1) Click the "Create Account" link at the top right side of our site.
2) Complete Sign up form
3) Click "Create".
HOW DO I EDIT MY ACCOUNT INFORMATION?
Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
HOW MUCH IS MY SHIPPING?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
I FORGOT MY PASSWORD
Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
HOW DO I RETURN MY PRODUCT?
Please click here for more information on returning an item.
I RECEIVED THE WRONG PRODUCT
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
WHAT IS YOUR RETURN POLICY?
Please see our Terms & Conditions for complete details regarding our return policy.
WHEN WILL MY ORDER SHIP?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "My Account / Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

International Shipping

DO YOU SHIP TO MY COUNTRY?
Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
WHAT ARE MY PAYMENT CHOICES?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
WHEN WILL MY ORDER SHIP AND WHAT ARE MY SHIPPING CHARGES?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
We will ship your order one to two business days after we receive payment from you.

Guarantees

'IOLANI CLOTHING WARRANTY
If you purchase products manufactured by IOLANI, there is a warranty that will cover your garment against any wear and tear beyond acceptable usage. If your garment meets the guidelines below, please contact us directly and we will exchange your product quickly. Note: If you purchased the item within the last 30 days, just call us for a return immediately.

The garment must show wear and tear beyond reasonable means, or enough that the garment is unusable and/or unwearable. We will honor any warranty claim within one year of purchase from KonaStreet.com, but it is to our discretion as to whether or not your garment and/or situation falls under our warranty.

If your product does meet/exceed these standards, then please contact us directly for a return of your damaged product and shipment of a new one. You will responsible for getting the damaged item back to us, but we will cover the shipment of the new replacement.

*For international orders, please see our international return/exchange policy.
PRIVACY POLICY
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
SECURITY
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

DO I HAVE TO PAY SALES TAX?
The state of Hawai'i charges merchants a general excise tax on each sale made within the state of Hawai'i. Most merchants pass this tax on to their customers when they ship to Hawai'i.

We're not most merchants! We believe that you always know the price you pay when you shop our site. So we decided to eat your tax so that you can enjoy hassle-free pay-what-you-see shopping throughout the entire site. Go ahead Hawai'i, shop at our store and never worry about the tax!
I HAVE A QUESTION ABOUT MY CHARGES
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I NEED A COPY OF MY RECEIPT/INVOICE
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
WHEN WILL MY CREDIT APPEAR ON MY ACCOUNT?
Credits usually take 7-10 business days from the time we receive your item(s).
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged within 24 hours prior to shipment of your item(s).

Buyer's Guide

HOW DO I BUY/REDEEM A GIFT CERTIFICATE?
To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.
HOW DO I FIND MY PRODUCT?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
HOW DO I NAVIGATE THE WEBSITE?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
HOW DO I USE A COUPON?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.
  
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