Frequently Asked Questions

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How do I navigate your site?

To navigate this website, simply click on a category you might be interested in. Categories are located on the top of our website with subcategory menus on the left side of each category page.

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 difficulty locating a product, feel free to contact customer service at 1-800-233-8912 for assistance.

Can you provide me with a catalog?

Thank you for your interest in Hilo Hattie and our products! Unfortunately, we do not have a catalog at this time. However, you can always visit us at our website www.hilohattie.com to shop and to see our latest products and specials. You can also sign up to receive our newsletter emails to remind you of those special occasions and to keep you up to date on our new products and specials.

How do I find my product?

To find the product(s) you’re looking for, you may:

(1) use the navigation menus on our website.

(2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service at 1-800-233-8912 for assistance.

How do I use a coupon or promo code?

After you have added items to your cart, click the ’My Cart’ button on the top right of the page. You will then see a Promo Code field at the bottom of the shopping cart where you may enter your promo code.

I forgot my password. What do I do?

Go to our Login Page, and click the ’Forgot User Name or Password?’ link.

How do I create an account?

Go to our Login Page and complete the "New Customers" form.

How do I edit my account information?

Click on My Account in the top right corner of the page. In the My Account page you will find all of your recent orders followed by links to edit your account. You can also edit your newsletter subscription on this page to get the latest site specials directly in your inbox. You can also use the links below.


What methods of payment are acceptable?

At this time we are unable to accept checks, cash, gift cards or credit vouchers online. HiloHattie.com accepts the following methods of payment:
· Visa
· MasterCard
· American Express
· Discover

If we are unable to process your credit card, please check to ensure you entered the correct credit card number and expiration date and that the billing name and address you entered match your credit card statement exactly. Please refer to your credit card company if problems persist.

Will I be charged a sales tax?

HiloHattie.com collects sales/excise tax in Hawaii only at this time. Tax is not collected on shipping and handling charges.

When will my credit card be charged?

Your credit card will only be charged when we actually ship your package.

When will my order ship and what are my shipping charges?

HiloHattie.com ships to all fifty United States, U.S. territories and select international destinations. All shipments originate from Hawaii. Available items generally ship out within 2-3 business days from the time you place your order. Shipping is automatically calculated on the final checkout screen. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their estimated prices. Please note that first shipping costs shown may be blank or estimated. We do not calculate actual price until the final checkout page as it will be based upon your shipping address. There is no shipping charge for the purchase of Hilo Hattie gift certificates shipped via first class mail.
 

Delivery times will vary depending on the shipping method selected and the shipment destination. Please provide us with a complete street address for shipping.  Any shipments to a PO Box or APO/FPO will be shipped via USPS Priority Mail and may take up to 7-10 business days from the time you place your order.  As a general guideline for U.S. domestic orders, please allow 5-7 business days for USPS Priority mail shipping from the time you place your order.  When selecting Fed Ex Economy & Priority please allow 3-5 business days to receive your order. 


Orders are shipped out Monday through Friday only (holidays excluded).   If you have a specific delivery date in mind, please be sure to speak with one of our Customer Service Specialists who will be able to verify availability of your order items for immediate shipment and whether the delivery date can be met. Please call 1-800-233-8912 between Monday-Friday 8AM to 5PM HST.

 

Do you ship to my country?

Currently our online shopping cart is configured to ship to the following destinations outside of the United States:


    • Australia
    • Canada
    • China
    • France
    • Germany
    • Guam
    • Italy
    • Japan
    • Mexico
    • New Zealand
    • Portugal
    • Puerto Rico
    • Singapore
    • South Korea
    • Spain
    • United Kingdom
    • U.S. Virgin Islands

 

We are continuously increasing service to additional shipping destinations. In the meantime, HiloHattie.com will gladly fill international orders to other countries not listed here. Contact us by email at info@hilohattie.com or call us at 1-808-535-6549 from 8:00am - 5:00pm HST (Monday-Friday) to place an order by phone.

When contacting us by email, please include the following information to expedite service:


  1. Your billing address
  2. Your mailing address
  3. Your contact number with a preferred time for us to call you
  4. Order item information
    1. Item #
    2. Quantity
    3. Color/size (where applicable)

For your convenience, you can now view estimated prices for our merchandise in select foreign currencies based on current exchange rates. This can be done by creating an account and changing your preferred currency option in My Account. This option is provided to make the exchange rate estimation easier for you. Payment for orders must be made in U.S. dollars and will be charged to your credit card as such. Please note that you are responsible for assuring that the items you order can be lawfully imported to the destination country.

 

Orders that are shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot estimate what they may be. Customs policies vary by country so we recommend that you contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond the original delivery estimate quoted. All applicable duties and taxes are to be paid by the customer at the time of shipment receipt.

 

Please Note: For U.S. Territories – Guam, Puerto Rico & U.S. Virgin Islands – your destinations are considered “domestic” when selecting USPS as your ship method but are considered “international” when selecting FedEx.

What if you don’t have the item I’d like to order?

Occasionally, high demand may cause us to run out of certain items. If an item you ordered is out of stock, you will be notified via telephone or e-mail. Your credit card will only be charged for items when they are shipped. Therefore charges for out of stock items will not appear on your invoice or credit card.

Has my order shipped?

If you have successfully placed an online order with HiloHattie.com, you can check the current status of your order by clicking on Order Status from our home page.

How do I change quantities or cancel an item on my order?

Please note that once an order has begun processing or has shipped, the order is no longer editable. If you recently placed an order and realized you made a mistake, call our customer service department at 1-800-233-8912 as soon as possible to get the order corrected.

How can I get a copy of my receipt or invoice?

You can see all your previous orders by checking our Order History Section.

I have a question regarding my charges. What should I do?

Check the Order Status to review your order. You may compare your Order History on our website with your financial records. If you have further questions or concerns, please contact customer service at 1-800-233-8912 8:00am - 5:00pm HST (Monday-Friday) or email us via our Contact Us page for further assistance.

What do I do if an item is missing from my shipment?

Go to Order Status to verify that the order was not split into multiple shipments. Be certain that all of the items on your order have already shipped. If your 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 at 1-800-233-8912 8:00am - 5:00pm HST (Monday-Friday) for assistance.

I received the wrong product. What do I do?

If you feel that you have received the wrong product, please contact customer service at 1-800-233-8912 within 72 hours of receiving the shipment.

I received a damaged/defective item. What should I do?

If the package is damaged when it arrives, REFUSE THE DELIVERY and have the carrier notate the package as DAMAGED. If you were not present when the package was delivered, open the package immediately and report the damage within 7 DAYS of receipt by email at info@hilohattie.com please include your order number and the tracking number in your written correspondence. You may also contact Customer Service at 1-800-233-8912 between 8:00am - 5:00pm HST (Monday-Friday) with the necessary information ready.

 

It is greatly appreciated if you could also provide photos of the damaged or defective item to assist us and to pass on to our suppliers, fulfillment team, or shippers, etc. Please attach them in your email and specify whether you would like a replacement or refund.

Exchange and Return Policy:
  • With receipt - Within 30 days of purchase, any merchandise that has not been used and is not damaged may be returned along with original price tags and the corresponding sales receipt for a full refund or exchange.
  • Without receipt - Merchandise Credit for the current selling price will be issued for items which have not been used, are not damaged and are returned without a sales receipt.
  • Refunds will be made in the same form of payment as the purchase.
Returning/Exchanging Online Purchases

If you need to make an exchange or return, please fill out the appropriate portion of the HiloHattie.com Return/Exchange Form and enclose it with the merchandise you are returning. All items need to have the original tags attached, not have been used or damaged and be in resalable. Pack and seal your return securely, in the original package if possible, and include the return/exchange form along with a copy of the packing list.

Send returns via USPS standard mail to:

HiloHattie.com Returns/Exchanges

700 North Nimitz Highway

Honolulu, HI 96817

***For exchanges, a customer service representative will contact you to collect any balance due if there is a price difference from the original ordered item plus the replacement shipping and handling charges.

Returning/Exchanging Store Purchases

If you need to return or exchange an item that was purchased in one of our stores, you can contact the store directly for prompt assistance. Use our Locations page to find our store contact information.

Price Adjustments

Hilo Hattie will provide one price adjustment for full-priced merchandise (excludes sale items) within seven (7) days of your original purchase if we lowered our price for the item. You can mail you original invoice with a note indicating the item and its new price to:

HiloHattie.com Customer Service

700 North Nimitz Highway

Honolulu, HI 96817

Credit Card Refunds

On returns, we can only credit the credit card used for the original purchase. Please allow 1-2 billing cycles for the refund credit to appear on your statement.

What if I don’t find the item I’m looking for on your website?

Hilo Hattie - The Store of Hawaii - offers the largest selection of Hawaiian and island lifestyle apparel, gifts, souvenirs, food and jewelry. If you cannot find what you are looking for, please email us and let us know what you have in mind. We are always looking for new product suggestions and new services or any other feedback you would like to provide. Your thoughts and ideas are important to us. Please let us know what you think!

Can I purchase a gift card online?

Gift cards are available for purchase online in increments of $25, $50, $100. Gift cards are redeemable at all of our Hawaii stores. When ordering our gift cards online, they are sent via USPS First Class Mail to U.S. addresses with no shipping charge. If you would like to select a ship method other than USPS First Class Mail or to ship gift cards outside of the U.S., you will not be able to do complete your transaction through our web site. We ask that you contact our Customer Service at 1-800-233-8912, Monday-Friday between 8:00 am to 5:00 pm HST. Additional shipping charges will apply.

 

If you are looking for a gift card that can be redeemed online at HiloHattie.com, you can purchase our eCertificates. Our eCertificates are also available online in $25, $50, and $100 increments. eCertificates are issued to the purchaser by way of email. It can then be forwarded to the intended recipient at your convenience. eCertificates are only redeemable at HiloHattie.com. Click here to purchase a gift card or eCertificate now: http://www.hilohattie.com/GIft-Cards-eCertificates-C2200.aspx

How do I redeem a gift card?
Gift cards are redeemable at any of our Hawaii store locations. To redeem an existing gift card for website purchases, please call us at 1-800-233-8912, Monday-Friday between 8:00 am to 5:00 pm HST and a customer service representative can assist you in redeeming your card.
How do I redeem an eCertificate?
To redeem your eCertificate, when you are ready to checkout, select the check box for “Accept the Terms & Conditions”. Under payment methods, select “Gift Certificate” and type in your serial number for your certificate. Then click “Pay with Certificate” and it will go through as payment, decrementing from the value until you use it all. If your purchase exceeds the value of your eCertificate, you may pay the balance with a credit card to complete check-out.