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Frequently Asked Questions
Order Processing
Q: How soon does my order ship once it is placed?
A: In-stock items are shipped within 2-3 business days. Back ordered items may take up to 7 business days to ship.
Q: How can I relay questions or comments to customer service regarding my order?
A: We have added an "Additional Comments or Instructions" box at the bottom of the order form for customer comments.
Q: Can I assume that my e-mailed order confirmation guarantees that my order will be shipped soon?
A: The e-mailed order confirmation is automatically generated by our system as a way of letting our customers know that the order was received. It does not guarantee that the items ordered are in-stock.
Order Status
Q: How can I find out the status of my order?
A: You may e-mail your inquiry to info@hawaiianmoon.com. Please tell us your name and give us the last 4 alpha-numeric digits of the order number.
Domestic Shipping
Q: What are the rates for shipping?
A:
Q: How do you ship?
A: Orders are shipped via USPS Priority Mail, with an estimated delivery time of 3 ? 5 business days based on the ?Ship To? location in the check out page. Deliveries are only made Monday through Friday excluding holidays. If an e-mail address is submitted with your order, a delivery confirmation will be sent once your order has been shipped out. To view the current delivery status of your order, visit www.usps.com and enter the 16-digit number in ?Track and Confirm? box.
Q: I need my order before the 3-5 business day standard delivery time. Will you ship via FedEx or UPS?
A: If the item is in-stock, we can deliver via FedEx or UPS. The customer will incur the shipping charges of these delivery methods at the carrier?s current rates. If you choose to ship other than USPS, please let us know in the additional comments box at the bottom of our check out page. To ensure prompt service, please include phone numbers for all recipients. Please call or email us for shipping rates.
Note: FedEx and UPS do not ship to PO Box addresses or APO/FPO. A physical address is required.
Q: Do you ship to APO/FPO addresses?
A: We do not ship to APO/FPO addresses at this time.
International Shipping
Q: How do you ship?
A: Hawaiian Moon is honored to service our international friends excluding Nigeria and Morocco. Orders are all processed and shipped from the company's facility in Hawaii. Please allow 5-7 business days for orders to be shipped. Orders are shipped via FedEx or Yamato Transport.
Q: How long will by order arrive?
A: Arrival times are typically in 4-6 business days (sooner to Canada and Mexico). Deliveries are only made Monday through Friday excluding holidays.
Please provide us with a complete address for your shipment. If billing address is different from your shipping address, make sure it is inputted in the appropriate area during your check out process.
Q: How can I track my order?
A: To help you track the status of your shipment, we will include a tracking number on your email notification once the shipment has been made. Simply go onto www.FedEx.com, http://www.ytc-usa.com/english/html/home_en.html, or www.USPS.com to track your package using the tracking number provided.
Method of Payment
Q: What credit cards do you accept?
A: We accept Visa, MasterCard, Discover, JCB, and American Express. We do not charge your credit card until the item is ready to ship.
Q: Can I pay with a personal check?
A: You may place an order using a check by printing out our Order Form. Please complete the form and mail your order and check to:
Please note the item will be shipped only when your check is successfully cleared for deposit.
Q: Can I pay with cash?
A: Please do not send cash.
Q: Will I be charged sales tax?
A: We are required by law to collect a sales tax on orders made only in the state of
Returns and Exchanges
Q: How do I return or exchange an item purchased on your website?
A: We want our customers to feel comfortable with their purchase. If for any reason you are dissatisfied with your purchase, we will assist you with an exchange or a prompt refund excluding the free shipping cost if applicable.
Please fill out and print our ONLINE RETURN and EXCHANGE FORM to process your returns. You will receive an email with an RMA number to authorize your return. Remember to enclose a copy of the form with your return and clearly mark the RMA # on the outside of the box. Returns must be made no later than 30 days from the time you received your order. Shipments made after 30 days will be rejected at the customer's expense. Please also remember if you are returning an item based on an incorrect size requested on your order, we will gladly exchange it with the correct size within 30 days.
*Merchandise must be in sellable condition. Items that are damaged, soiled or washed may not be returned or exchanged.
Merchandise may be returned via U.S. Postal Service, FedEX, or UPS, fully insured. (C.O.D.'s will not be accepted) Please return items in a proper quality box. Enclose a copy of the receipt, and the Online Return and Exchange form. Shipment should be returned to:
Q: How soon can I expect my refund?
A: Please allow your account to be credited within 2 credit card billing cycles. A check will be mailed for orders purchased by check.
Q: I received my
A: In the event you request a return of a gift item, we will issue you a merchandise credit. If you prefer something else on our website, please fill out and print our ONLINE RETURN and EXCHANGE FORM to process your exchange. Enter the garment information for the item you would like to receive. You will receive an email with an RMA number to authorize your return. Remember to enclose a copy of the form with your return and clearly mark the RMA # on the outside of the box.
Q: May I return/exchange my online order at your retail store?
A: To insure your order is properly handled, online orders may only be returned or exchanged by mailing your items to our online department at
Q: May I return or exchange an item purchased at your retail store through your website?
A: To insure your order is properly handled purchases at our retail stores may only be returned or exchanged at any of our retail store locations,
Catalogs
Q: Do you have printed catalogs?
A: Sorry, but we do not have printed catalogs at this time.
Sold-Out Items
Q: The size of the dress style I want to order is not available. Will you be having these sizes available in stock again?
A: We?re sorry, but if the size is not available, it means we are out of fabric and the size will not be available again.
Product Information
Q: How often are new items added to your website?
A: We add new items to our website as they are completed in production. We typically add a new print every 6 weeks, so check back often to view what?s new.
Q: What if I see a style I like but it is not available in the print I would like to order, can I place a special order?
A: Yes, you may place a special order. Please call our toll free customer service department at (866) 810-5584 for assistance. Please note that a special order will take 7 business days to produce before shipping. The special order fee is an additional $12.00 to the cost of the garment. There are no returns or exchanges on special orders.
Q: I see a dress that I like, but I?d like to add sleeves to it. Can this be done?
A: We?re sorry, but we do not do custom orders where our patterns require adjusting.
Q: Can I purchase your fabric?
A: We do not sell our fabric.
Q: Can I find everything at your retail store on your website?
A: Our website is a separate division from our retail stores and there are small differences in selection. Generally, we carry more items at our retail stores.
Men's sizing
Q: Your men's M1001 shirt says "relaxed fit". How can I be sure what size would be best for me?
A: You can click on "View Size Chart" under the description of the garment and check your measurements against our chart to see which size would suit you best. If you are not able to take your own measurement, we can suggest this alternative: Select one size down from your t-shirt size. For example, if you wear a size XL t-shirt (like Hanes), you will most likely wear a Hawaiian Moon large relaxed fit shirt.
Weddings
Q: I am interested in ordering a wedding dress, but I noticed there is no way to select a size and the prices are not listed. Why is this?
A: We do not stock our wedding dresses. This is the only
Q: I noticed
A:
-Consider mixing different dress styles with the same print and color (see Brian and Shylah?s wedding photo).
-Mix a solid with our prints. You may have the bridesmaids? dresses already and just need the groomsmen?s shirts (see Trisha and Paul?s wedding photo and Leiani and Kekoa?s wedding photo).
-And of course, the gentlemen can wear a formal tuxedo or suit and the bridesmaids can wear a beautiful
Q: Can I special order bridesmaid dresses?
A: Yes, you may place a special order. Please note that a special order will take 7 business days to produce before shipping. There are no returns or exchanges on special orders.
Q: Will you alter the
A: We?re sorry, but we do not do alterations. Please keep this in mind when ordering your bridal party attire in case you need time to have the dresses altered when you receive them.
Q: My wedding is 8 months away, but I see a print I like on your website now. Will you still have it so I can order it later?
A: If you see something you like, it?s best to order it right away. We have a limited amount of yardage for each print and color and we do not usually re-order our prints. Some of our prints have been known to sell out in as little as 4-6 months.
Retail Store Locations:
Q: Where can I find your brick-and-mortar locations?
A: We have two locations on the island of
Ward Warehouse: 1050 Ala Moana Blvd, Honolulu, HI 96814 ph: 808-596-2294
and Waikiki Beach Walk
Traditional Hawaiian Clothing, Hawaiian Clothing, Aloha Wear, & Island Wear
email: info@hawaiianmoon.com | phone: (808) 537-6488 or toll free (866) 810-5584 | fax: (808) 521-6976
© 2002, Hawaiian Moon. All rights reserved.
501 Sumner St. #401, Honolulu, Hawaii 96817