P R O D U C T I O N • P R O C E S S I N G • T I M E S
All our pieces are handmade with much love and aloha on the beautiful island of Maui!
C U R R E N T • P R O C E S S I N G • T I M E*
1-3 business days – Non-custom orders
1-3 business days – Personalized orders
3-5 business days – Custom orders
3-5 business days – Large orders (6 or more items)
*approximate business days before your order ships
*this doesn’t include the time it takes for your pieces to get to you
*last updated February 2, 2020
P R O C E S S I N G • T I M E
Our pieces are made by hand with lots of love and they take some time to make. The processing time is how long it takes us to make your item and get it in the mail.
Mahalo for your patience while I lovingly make your pieces!
Orders are processed and shipped Monday through Friday, this doesn’t include holidays. We are here to answer any questions you have Monday through Friday from 8am to 4pm Hawaii Standard Time. Please know that if you leave a message in the notes to seller, it won’t be read until your order is processed, so if you have a question about an item and need a quick answer….. message us for a fast reply.
There are times when we don’t always get all the information that we need at the time of purchase to complete your order or we may have a question that we need to ask you about your order. Be sure to check your email in case we sent you a message. Please leave us as much detailed information about your personalized order in the note box during checkout to avoid any delays, the more info we have, the better in this case.
Prior to making a purchase, you must read the policies and the entire item description of the item(s) you are purchasing. By making a purchase in our store, you confirm that you have read all the policies and conditions, that you understand them and that you agree to them.
S H I P P I N G
Shop with Peace of Mind! Your order is fully insured so if your package gets lost in the mail or it arrives damaged, your item will be fully refunded.
Our promise to you is that we will ship within the scheduled ship by date but delivery times are estimated and not guaranteed. The only shipping method that guarantees delivery time is express mail.
Please verify the shipping address is correct during check out as this is the address your package will be mailed to. At this time, we cannot be responsible for any packages that aren’t received due to an incorrect address provided during check out. During check out, you select your shipping method of standard first class, priority or express. Standard shipping is the default method, if you’d like to upgrade to priority or express, click on the drop box and select. If priority mail shipping is NOT selected all items under 13 ounces will be mailed Standard First Class via USPS with insurance, delivery confirmation and tracking information. You will receive an email when your item has been shipped and you may track your package.
At this time, we cannot be responsible for packages that the USPS service has marked delivered by your local carrier but were not received or packages that were marked undeliverable because the incorrect address was entered during check out. We will do whatever we can to help you locate your lost package but you will need to make contact with your local carrier for further assistance. Any packages that are returned to the studio with note of returned to sender, refused, or undeliverable packages will be processed as a return and refunded, less a 15% re-stocking fee and any shipping charges that were incurred.
If you purchased multiple items via separate orders, your items will be shipped separately unless you contact us and instruct otherwise.
E S T I M A T E D • T R A N S I T • T I M E S
Shipping to Hawaii
Standard first-class mail – 1-2 days
Priority mail – 1 day
Express mail – 1 day, guaranteed
Shipping to USA:
Standard first-class mail - 5-7 days
Priority mail - 3 days
Express mail - 2 days, guaranteed
Shipping International: delivery times are not guaranteed and do not include delays caused by customs or the country's postal carrier.
Standard first class mail - 2 to 6 weeks
Priority mail - 6 to 10 days
Express mail - 3 to 5 days, guaranteed
D A M A G E D • I T E M S
Although we do our best to package your items safely and securely, accidents do happen. In the event your item does arrive damaged, please keep the original box and contact us IMMEDIATELY with a detailed description of the damage, photos of the damaged item and box. We will file a claim with the insurance company to make sure your item is refunded as quickly as possible. Hold onto the damaged property until the claim is resolved, or your claim will be denied.
L O S T • I T E M S
Please be aware that sometimes there are postal delays with the USPS and because your item is coming from Hawaii, delivery can sometimes be delayed. If you have not received your item within two (2) weeks for domestic and six (6) weeks for international, please contact me as your order is insured and refundable if not received and not marked delivered or undeliverable. Also note that lost packages do have a “waiting” period before a claim may be filed. For domestic orders (USA) it’s 45 calendar days and for international (Non-USA) it’s 65 calendar days from the date the package was accepted into USPS system. All packages must be deemed lost by the USPS before a refund can be given. All lost package claims must be made within 120 days from the shipment date. Once that time has passed, no claim can be made.
If you’re not completely happy with your purchase, please contact us within 7 days of delivery. I will accept returns on all items with the following exceptions:
- Personalized pieces, unless I made an error.
- Custom orders.
- Worn/used pieces
- Altered pieces
- Sale items
R E T U R N S
Please securely and carefully package your return. Be sure to include your order number and indicate this is a return with your package. I highly recommend you insure your return package and obtain a tracking number. Items that are lost or damaged during transit back to us, cannot be refunded. At this time your original shipping charges are non-refundable. The cost to ship the item back to us will be your responsibility, unless there was a mistake on our end.
Your return package must be postmarked and mailed back within 14 days of delivery. Pieces that aren’t returned within 14 days may be assessed a 15% re-stocking charge.
Refunds will be issued upon return of the item. If an item is returned and it appears to be used, damaged, altered in anyway, no refund can be given. Returns and refunds take approximately 2 weeks to complete.
E X C H A N G E S
If the item you purchased isn't what you were expecting and would like to exchange it for another item, please contact us within 14 days of the date it was marked delivered. The item must be in the same condition in which it was sent to you, unused and the items cannot be altered in any way. Shipping rates apply to all exchanges to and from our studio.
J E W E L R Y • A D J U S T M E N T S
If the item(s) you purchased is not the correct size or length, you may send your piece(s) back and I will rework the item(s) for your perfect fit. There is a $4.00 reworking fee for each item and shipping rates apply to all reworks. Another option for pieces that are too short are extenders.
O R D E R • C A N C E L L A T I O N
To provide you with the best service and product, requests for order cancellations can only be made within 24 hours of order placement. If your order is in production or ready to be shipped, it cannot be cancelled. In this case, please read our return policy. Custom jewelry orders cannot be cancelled or changed after the order is in production.
I N T E R N A T I O N A L • P O L I C I E S
When your package travels overseas, sometimes there are delays in shipping. These packages can take up to 6 weeks for delivery. Delivery times are not guaranteed and do not include delays caused by customs or the country's postal carrier.
Tracking for International shipments can be limited. Tracking will show where your package left in the last US port and will not update in the system until your package is with your country’s postal carrier.
Orders shipped outside of the USA may be subject to import taxes, customs duties and fees levied by the buyer’s country. The buyer may be subject to such import taxes, customs duties and fees, which are levied once your package arrives in your country. Import duties, taxes, and charges are NOT included in the item price or in the shipping charges. These are NOT extra shipping charges and they are the buyer's responsibility to pay. We have no control over these charges and cannot predict what they might be.
Customs policies vary widely from country to country. Please check with your country's customs office for more information and to determine what these additional costs will be prior to making your purchase. When customs clearance procedures are required, it may cause delays beyond our original delivery times.
All international orders will have the full value declared on customs forms. We will not refund original shipping charges for buyers that do not claim or refuse items to avoid paying import taxes, customs duties and fees applied by their country. Any non-custom, unclaimed or refused items will be assessed a restocking fee refunded once we have received the item back. Any custom or hand stamped items cannot be refunded.
The link below is a duty calculator that may help calculate import taxes, customs duties and fees. Please keep in mind that it may not include fees from your local postal service.
Registry fees start at $11.75 and up and cover up to $47.33 in merchandise. If you would like to register your item, please contact us prior to ordering to get the correct amount for your country. As per the USPS, this process will slow your order down by 10-12 days if it is registered.
If for any reason, you have provided an incorrect address with your order, please contact us immediately. Once an order ships, the address cannot be changed. Any package that is returned to the studio because of an incorrect or undeliverable address may be re-shipped.