Not in love with your new purchase and request order modifications? Please contact our Customer Service Team, we’d be more than happy to help you sort your issue out and find the best solution for you!
Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Just click on the Product Details link to find your best fit!
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact our Customer Service Team and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
At Alohawaii.co, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at firstname.lastname@example.org and one of our helpful support staff will organise a reprint or a refund for you!
Order not received
If your item has not arrived within 45 days for apparel products and 60 days for pillow covers, shoes or saddle bags..... after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
Packages Returned To Sender – Wrong Address
Please check your email confirmation carefully, and you should take responsibility for this matter as we allow an order modification within 24 hours.
We are not responsible for losing any package using PO Box and reshipment/refund if a package is returned to the Sender due to wrong address information. If you want to resend the products, we will surcharge up to your orders' 50% value.
Lost Order In Unexpected Situation
In those special cases, please contact customer service to follow the instructions and contact the local post office to check your order carefully again.
If your order was lost or stolen after delivery, we will reship the package to you for free under your provided address only one time.
If you don't want us to resend, we will refund you 80% (20% as handling fee).
Package Returned To Sender
If a package is returned to sender by the shipping courier, we will reship the package to you for free under your provided address.
If a package is returned to the sender by the shipping courier for the second time, we will reship the package to you for an extra fee (up to 50% order's value) that will be collected through Paypal Payment Request.
If the package is returned to the sender and you don't want us to resend, we will refund you 80% (20% as a handling fee).
Be careful when providing us your shipping address. We will not be responsible for any mistakes made by you.
If you refuse to sign the order without informing us, we will charge 20% as a handling fee.
Sale Items/Gift Card
We are sorry that sale items can’t be returned/refunded.
Please note that your gift card can’t be refunded in any condition once it has been used.
The Steps of Getting a Refund/Return
- Gather documentation (e.g. photos, video) of any issues once they are encountered and message us at email@example.com with that information.
- Once approved, ship the item back to our warehouse as the information received from our Customer Support Team.
- Please note that you will take responsibility for paying the shipping costs to return.
- Inform us of the tracking number stated on the postal service/carrier’s shipping label.
- The refund will be completed once the package reaches our warehouse.
- We will not be liable for any loss or damage of any nature without our instructions.
*Please make sure that:
The product was purchased in the last 60 days
The product is unwashed, unworn and unused
**We cannot issue a refund if the package is delayed due to systematic incidences such as earthquakes, tornados, diseases, pandemics, etc. Please be patient that the delivery time might last a bit longer (2-3 weeks). After three (3) months and you still have not received the products, we will replace/refund for you.
***If you return your product because you don’t want it anymore, please return your item unused and in original condition (including all labels and tags intact) within seven (7) days from the date your parcel was received showing on the courier’s system. Please note that a 10 percent restocking fee will be charged.