Contact Us
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Ordering is currently unavailable while product information and payment processing are being verified. The guidance below describes our store policies and how to prepare a question; it does not confirm that any pictured garment is available to buy.
Contact at a glance
- Email: [email protected].
- Response target: 1 business day.
- Include the item link or order number and the outcome you want.
- Do not send payment credentials, passwords or verification codes.
1. Choose the subject that matches your question
A clear subject line helps keep your question attached to the right information. Use “Size question” when you need garment measurements, “Order change” when you want to amend an existing order, and “Return request” when you want the steps for sending an item back. A question about an approved refund is different from a new request to return a shirt. If you put the topic and an order number in the subject, avoid including a full address or payment account number there.
Send your question to [email protected]. The store does not list a public telephone number, physical visitor location or social-media support account at this time. Do not treat an address in a search result or a message from an unlisted social profile as an official contact channel. If you need written return instructions, request them in the email thread rather than traveling to or posting a parcel to an assumed address.
2. Questions before choosing a shirt
Include the product link, the design name if it is visible, and the size or color you are considering. Describe the missing detail: chest width, back length, sleeve opening, fabric composition or print placement. A specific question is easier to answer accurately than “Is this good quality?” or “Will it fit me?” If the page has several options, identify the exact combination so the answer does not refer to another garment or another size chart.
If you are comparing two styles, send both links and explain the difference that matters to you. You may be choosing between a fine print and a large floral pattern, or between a tucked-in look and a loose holiday outfit. Support cannot determine a personal preference for you, but the relevant measurements and published features can help you make your own choice. We do not infer material, stock or a delivery route from a campaign photograph.
3. Contacting us about an existing order
Use the email address associated with the order where possible, and include the order number. State which item is involved and whether the issue applies to the whole order or one line. If you bought several shirts in different sizes, the design name alone may not identify the item. Include the selected size and color. If the issue has already been discussed, reply in the same thread rather than creating a second conversation with a different set of details.
Describe the outcome you are requesting in direct language: change the size before dispatch, confirm the tracking carrier, start a return, check an approved refund, or ask about a missing item. A message asking whether a cancellation is possible is not the same as an instruction to cancel. Likewise, a return request does not mean an exchange item has been reserved. Keep the distinction clear and wait for a written confirmation of any action that changes the order.
4. Time-sensitive requests
For a cancellation or change, send the request as soon as you notice the issue. Our default request window is 24 hours after placing an order, provided it has not shipped. Include the relevant date and time zone instead of relying on “today.” Do not wait for a general size answer before saying that the order itself needs attention. Read Cancel or Change an Order for the difference between a request, a confirmed change and a parcel that has already left.
The response target is 1 business day. That target is not a guarantee that a carrier can be stopped or an address corrected after handoff. Sending several messages in a short period does not create extra processing time or extend a policy deadline. If new information becomes available, add it to the existing thread with the order number and explain what changed. For a delivery deadline such as a wedding or a flight, give the actual date before making a purchasing decision.
5. Sending photographs that help
For a wrong or damaged shirt, start with a full view that identifies the item and a close view of the issue. Describe whether you are showing a seam, a missing button, a color difference, a stain or a different print. A clear photograph in ordinary light is usually easier to interpret than a heavily filtered image. If the package also arrived damaged, keep it until you receive instructions and photograph the relevant damage separately.
Remove unrelated personal information from the frame. You do not need to include your face, an identity document or a bank statement to show a garment problem. If an order reference is needed, type it in the message. Crop shipping labels carefully so the part relevant to the claim can be checked without exposing more than necessary. For payment questions, share a transaction reference or a redacted screenshot only after identifying what information is needed.
Keeping a clear record without sharing too much
A short record of the item link, SKU, selected size, selected color and date of your question is often more useful than several screenshots without context. If you are discussing an existing order, add the order number and the email used at checkout. Keep the original confirmation and any later change confirmation together. A reply in the same email thread helps avoid applying a request to the wrong variation or missing an important date. An initial message is a request; it is not proof that a change, refund or return has already been approved.
When a photo is needed, show the relevant part of the garment and explain what the photo is meant to demonstrate. A full front view plus one detail can distinguish a wrong design from a print placement concern. Crop out unrelated people, documents, addresses and background items. For a delivery label, obscure details that are not needed to identify the issue. Never include a full payment card number, security code, account password or one-time authentication code in an attachment or support message.
For any time-sensitive issue, state the date and time zone in plain words. Saying “today” or “last Friday” can become ambiguous when a message is reviewed later or when you and the store are in different countries. Delivery dates, return-request dates and cancellation requests each serve different purposes. Write the event next to the date so the sequence is clear. You can find the applicable processes on Cancel or Change an Order and Refund Policy.
Preparing a useful fit question
Choose a shirt that already fits the way you want the new one to fit. Button it, lay it flat without pulling the fabric, and measure across the chest from one underarm seam to the other. Write down whether your number is a flat width or a full circumference. These are different measurements: a flat chest width is approximately half the garment circumference, while a body chest measurement includes no extra room for movement. Sending the wrong type of number can make an otherwise careful comparison misleading.
Measure the back length from the top shoulder area to the hem using the method shown in the listing, if one is provided. Note whether the shirt is intended to be tucked in or worn loose. For a relaxed Hawaiian shirt, the amount of room you prefer at the chest, upper arm and shoulder is a personal choice. A smaller label is not automatically a better fit, and sizing up does not fix every problem. If your shoulders fit but the hem is too long, explain both concerns instead of asking only for a larger or smaller size.
For a gift, use measurements from an existing garment where possible. Do not infer a size from a photograph of the recipient or from their age alone. Matching outfits also do not require everyone to wear the same label size: each person needs their own comparison. Keep body measurements private when they are not needed, and never send a face photograph or identity document to support for an ordinary fit question. Ask for missing item measurements through Contact Us.
6. When you have not received a reply
First check the sent message and confirm that the address was spelled [email protected]. Then check spam, junk and any mailbox rules that can move incoming messages. If you are using a work or school email account, its filters may handle unfamiliar senders differently. Keep a copy of the original request and the date it was sent, especially when it concerns a return window or an order-change deadline.
If you follow up, reply to the original message or clearly include its subject and date. Explain any new urgency without sending a second set of conflicting instructions. Never forward a password or a login code to prove that an email belongs to you. If a message bounces, keep the delivery error and stop sending sensitive attachments to that destination. A displayed support address is not a reason to trust every message that uses the store name.
7. What a useful response should clarify
For a product question, the answer should identify the item and the specific detail being discussed. For a return, it should explain the return destination, shipping responsibility and next step. For a cancellation, it should state whether cancellation has been confirmed. For a refund, it should distinguish approval from payment processing and give the relevant reference where available. If an answer leaves one of those decisions unclear, ask a focused follow-up in the same thread.
You remain entitled to the store policy and any applicable consumer rights. A request for a photograph is a way to understand a problem, not an instruction to repair or destroy a garment. Do not dispose of an item or send it away until the response explains the agreed process. Our Returns & Exchanges page covers the 60-day return window, and Refund Policy covers approved refunds within 7 calendar days.
The return and refund policies work together
You can request a return for any product, for any reason, within 60 days of delivery. There is no restocking fee. The return-request deadline is different from the period for shipping an approved return back: our default ship-back period is 14 days after return approval. Contact us first so the correct return destination and instructions can be provided. A website address, a sender address on an old parcel or an address found on a search engine is not automatically the current returns address.
Return shipping is free when the item is damaged, defective, wrong or not as described; the store provides a prepaid label or reimbursement instructions. For a change of mind, including a size or color exchange, you pay the cost of sending the item back, and we pay to ship the exchange item out. An exchange depends on the requested item actually being available. If it is not, the refund path remains available. Do not buy a second item merely because you have asked for an exchange unless you intentionally want a separate purchase.
Approved refunds reach the original payment method within 7 calendar days of approval. Approval means that the return has been received and inspected, a photo claim has been approved, or a cancellation has been confirmed. A request for help, a postage receipt or a pending bank authorization does not necessarily identify that approval date. Ask for the date and refund reference if you need to follow the progress. Read Returns & Exchanges for the parcel process and Refund Policy for the money process.
Contact HawaiiDShop
Write to [email protected] with the page or item you are asking about. Never send passwords, payment card details or account verification codes. You can also read our Help Center, FAQs and contact guidance. Our response target is 1 business day. If your question concerns an order, keep the correspondence in one email thread so the item, dates and requested resolution remain together.