Refund Policy
Last updated:
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.
This Refund Policy explains when you are entitled to a refund from HawaiiDShop, how much is refunded, how the money is returned and how long it takes. Every product can be returned within 60 days of delivery under our Returns & Exchanges Policy, and once a refund is approved it reaches your original payment method within 7 calendar days.
Refunds at a glance
- Refund timing: received on your original payment method within 7 calendar days of approval.
- Refund method: your original payment method, rather than an unrequested store credit.
- Eligibility window: 60 days from delivery, for every product.
- Full refund including shipping: damaged, defective, wrong or lost items, and orders cancelled before shipping.
- Fees: no restocking or processing fees.
1. When you can get a refund
You can get a refund in each of the situations below. Each one lists what we need from you and what you receive.
1.1 Your item arrived damaged, defective or not as described
This covers items that are broken, faulty or missing parts, or that are noticeably different from the photos and description on the product page, such as a different colour, material or size from the one you selected.
What to send us: your order number, photos that clearly show the problem, and a photo of the shipping label or packaging.
What you receive: a full refund of the item price and the original shipping charge, or a free replacement if you prefer. Usually you do not need to return the item.
1.2 We sent the wrong item or the wrong size
What to send us: your order number and a photo of the item you received, including any label or tag that shows its size or variant.
What you receive: the correct item shipped free of charge, or a full refund including shipping. If we need the wrong item back, we send you a prepaid label.
1.3 Your parcel was lost or never arrived
If your parcel has not arrived 7 business days after the latest estimated delivery date, or tracking shows it as lost, send us your order number and shipping address. We open a carrier investigation. If the parcel is confirmed lost, or is not found within 5 business days, you receive a full refund including shipping, or a free replacement.
1.4 You changed your mind or the item does not fit
You can return any unused item within 60 days of delivery for a refund of the item price. You pay the return postage. Our configured outbound shipping charge is zero, so there is no paid outbound charge to deduct for that service. The original shipping charge is not refunded for change-of-mind returns.
1.5 You cancelled your order before it shipped
If we confirm your cancellation before the order ships (see Cancel or Change an Order), you receive a full refund of everything you paid, including shipping and taxes.
1.6 We cancelled your order
If we have to cancel an order, for example because an item is unavailable or a payment cannot be verified, we email you and refund the full amount, which reaches your original payment method within 7 calendar days.
2. How long refunds take
Your refund is approved when we have received and inspected your return, approved your photo claim, or confirmed your cancellation. We process it the same business day, email you a confirmation, and the money reaches your original payment method within 7 calendar days of approval. If it has not appeared by then, contact us: we send you the transaction reference and follow up with the payment provider until the refund arrives.
3. How you are refunded
- Refunds go back to the payment method you used for the order (the method used for the original order).
- A refund goes to the original payment method; no store-credit program is currently offered.
- For gift orders, the refund goes to the person who paid, and no unverified gift-credit program is promised.
- Refunds are made in the currency you paid in. We never charge a fee to process a refund.
4. What is refunded
| Situation | Item price | Original shipping | Return shipping |
|---|---|---|---|
| Damaged, defective or not as described | Refunded in full | Refunded | Free (prepaid label) |
| Wrong item or wrong size sent | Refunded in full | Refunded | Free (prepaid label) |
| Lost parcel | Refunded in full | Refunded | Not applicable |
| Changed your mind or does not fit | Refunded in full | Not refunded | Paid by the customer |
| Cancelled before shipping | Refunded in full | Refunded | Not applicable |
5. Partial refunds
We only give a partial refund when a change-of-mind return comes back used, damaged after delivery or missing parts, and only after we email you the amount and the reason. If you do not accept a partial refund, we send the item back to you instead.
6. Payment disputes and chargebacks
If there is a problem with a charge, please contact us first. We can usually resolve it faster than a card dispute. Contacting us does not affect your rights with your bank or payment provider.
7. Contact us about a refund
Email [email protected] or submit a ticket with your order number, and we reply within our target of 1 business day. Related policies: Returns & Exchanges, Shipping & Delivery and Payment Methods.
8. Reading a refund amount for more than one shirt
For an order containing several garments, identify which line is being refunded and which lines you are keeping. A full refund of one shirt is different from cancellation of the whole order. If a real promotion affected the original price, the amount must be traced to the actual amount paid, not an invented crossed-out price. Ask for an explanation of the item amount, applicable tax and any shipping amount separately so the calculation remains understandable.
Our configured outbound free-shipping rate is zero. It must not be turned into a hidden shipping deduction during a change-of-mind refund. Return postage is a separate cost when the customer chooses to return an otherwise correct item. If the store is responsible for the issue, the policy provides a prepaid label or reimbursement. Keep any approved postage receipt with the claim so the garment refund and the return-shipping reimbursement can be followed without confusing them.
9. A refund after a gift or group purchase
The refund normally follows the original payment method and therefore goes to the person who paid. A recipient may be able to explain a fit problem, but that does not authorize sending the payer’s money to a different bank account. For a gift, identify the order and the item without exposing another person’s payment credentials. If several people arranged a matching purchase, the store still needs to follow the payment record for that order.
No gift-credit or store-credit program is currently offered. A customer should not be pressured to accept an unavailable credit balance instead of the published refund path. If the payer has closed a card account or cannot find the refund, contact support and the relevant payment provider with a reference, not a new account password. Any alternative route must be verified and clearly agreed; an email requesting an unrelated bank transfer is not a normal refund confirmation.
10. Distinguishing request, approval and receipt
Your first refund message starts the conversation. A return approval gives the parcel instructions. Receipt of the return allows inspection, and refund approval identifies the date from which the 7 calendar days run. A photo claim or confirmed cancellation may use a different approval event without a returned parcel. Keep each message and its date rather than combining all of these steps into one assumed refund date.
When the 7 calendar days after approval have passed, ask for the refund reference and check the original payment record. A pending authorization may disappear rather than show a separate credit, while a captured payment may show a posted refund. The store must investigate the actual transaction instead of asking you to place another order to test the account. Share only the minimum redacted evidence needed to identify the transaction, and keep the question in the original support thread.
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.
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.
Reading delivery information carefully
The configured delivery area is the United States, Canada, New Zealand and Australia. The WooCommerce shipping zone offers free outbound shipping with no minimum order amount or coupon. This configuration describes the intended checkout rate, not proof of a particular carrier route, dispatch location or guaranteed delivery date. Product fulfillment and the payment route must be verified before ordering becomes available. A request from another country does not create an available shipping method.
The preparation estimate is 1–3 business days and the transit estimate is 3–7 business days, subject to carrier verification. Preparation is the time before handoff; transit is the movement after handoff. They should not be treated as two alternative promises or as a guaranteed arrival in three days. Weekends, public holidays, border processing and an incomplete address can affect a parcel. If you need clothing for a fixed travel or celebration date, explain the destination and date before relying on an estimate.
A label-created message means shipment data has been prepared; it is not the same as a carrier acceptance scan. Where tracking is available, use the carrier named in the actual dispatch confirmation and follow the scan history. Do not enter your payment details on a page asking for an unexpected delivery fee merely because it mentions a familiar shop name. Our Order Tracking guide explains the information to collect, and Shipping & Delivery explains how to raise a late or lost parcel concern.
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.