Shipping, Returns & Exchanges

Shipping & Returns

We currently use USPS for just about all of our shipping needs.  Perhaps we'll expand our number of carriers in the future, but, honestly, we like the idea of using our national carrier and supporting them with as much of our business as possible.  We've also found their rates to be the most affordable – a savings we pass on to you. 

 

Shipping Procedures

Once you've placed an order, we'll send you an email with your tracking information so you can follow your package's progress.

Although Hawaiʻi is the most remote place on the planet, we strive to be as prompt as possible with shipping. It's been our experience that shipping typically takes:

Within Hawaiʻi – within 1 week

To US Mainland – within 1-2 weeks

International – within 3 weeks

Please be cognizant of the delivery date and attempted deliveries. If your delivery ends up getting returned to us because the package was not claimed, we would need to re-charge you for shipping to send it out again – a situation we'd prefer to avoid as much as you!  Thank you for your mindfulness!

 

Returns

Although nothing gives us greater pleasure than seeing our garments find a good home with our customers, we realize it doesn't always work out!  If there's any reason you'd like to return your garment, we will happily take it back and offer a full refund of the price of the garment as long as it is returned with tags on, in unworn condition (and preferably in its original packaging). Naturally, products that have been worn, soiled, laundered or altered in any way cannot be accepted.  Also, we ask that you please return it to us within 20 days of it arriving to you so that we're able to offer it to someone else in a timely fashion.

Once a returned item is received, we will check to make sure it is in good condition, and, provided that it is, we will issue a refund for the full amount of the item within 1-3 days.  (Sorry, as a small business, we are not able to offer free shipping on returns at this point; exchanges only.)

Please include tracking with your return so we will know when to expect the package.  Please email us (aloha@unitedislandsco.com) the tracking information plus your full name, reason for return, and order number.  Our address for returns is:

United Islands, 307 Kamani St., Ste. A, Honolulu, HI 96813, USA

 

International Returns

If you are returning your package from outside of the US, please clearly mark on the outside of the package “Customer Return.” Otherwise, import duties will be charged, which will be deducted from your refund.

 

Exchanges

Since we only do limited-run production, exchanges are not always possible.  However, if ordered the wrong size and see the other size is available online:

  1. Please email us at aloha@unitedislandsco.com (and put “EXCHANGE REQUEST” plus your order number in the subject line), indicating the size you'd like
  2. If we have it, we will set that item aside and put it on reserve for you while we await your package
  3. Please follow the directions in Returns & send us the item to be exchanged within 20 days of it arriving. Note: for international exchanges, please clearly mark on the outside of the package “Customer Return” to avoid being charged for import duties
  4. Once we have received & inspected the package, we will ship out the new item to you. For domestic exchanges, we're able to offer free shipping.  For international exchanges, unfortunately, we will need to charge for the shipping costs, since they are more than our small business is able to cover at this point

 

Customs, Clearance & Duties Fees

As a small business, unfortunately, we're unable to cover the cost of any customs, clearance or duties fees for international customers.

 

A Few Important Notes

As a small business, you'll notice our shipping capabilities are fairly basic.  Unlike many bigger brands which are able to outsource their shipping to sophisticated third-party logistics companies, we handle everything internally with a very limited staff.  We hope to grow and eventually improve our shipping capabilities, but in the meanwhile, we appreciate your patience and understanding of the situation – thank you.  With that as context, a few important notes to mention:

  • Due to high volume of orders we cannot combine orders. Please be sure to place all desired items in the cart before checking out.
  • Similarly, we cannot guarantee the cancellation of an order once it has been placed. If you do need to cancel an order, please contact aloha@unitedislandsco.com (and put “CANCELLATION REQUEST” plus your order number in the subject line).  However, with many packages being managed in a short amount of time, we cannot guarantee we will be able to cancel an order once it has been placed.
  • We reserve the right to alter pricing of goods at any time and prices are not subject to adjustment based on sales or promotions. The price at the time of purchase is the price.
  • We make every effort to ensure each package is carefully put together and sent off. However, once the package has been transferred to our mail carrier, it is beyond our control.  We cannot be responsible for any lost, stolen or damaged shipments.  That said, if this situation does arise, please contact us at aloha@unitedislandsco.com (and put “SHIPMENT ISSUE” plus your order number in the subject line).  We realize this is a frustrating situation and we'll make sure to follow up on these matters on a case-by-case basis.