Aloha! Thank you for visiting Aloha Hat Company's online presence. We vowed to never go online but with the way the world has changed, here we are! Customers who have visited our store know us well for the quality of hats and shoes we offer, but also for our 1-on-1 expert customer. Our goal is always to talk with you to understand what your needs are and to analyze your build, face structure etc to suggest hats that will work for you. We want the hat to fit and for you to look and feel great. Same goes for shoes now.
As such, we aim to carry over that same personal expertise and service online and ask that you reach out to us if you are ever unsure of a style or size before you place the order. We will help you!
With the high cost of shipping (all our product are shipped into Maui from all over the world and then we ship them out to you from Maui) it is very costly for a small business like our to do returns from Maui. We ask that you make sure you are ordering the right item and size. Also with COVID-19 concerns now, we cannot take back hats or shoes that have been worn for obvious reasons.
Therefore, returns will only be allowed under special extreme circumstances and will be approved on a case by case basis.
Our hope is you are not just buying things to buy and then returning as we are a small business. Shipping products from Maui Hawaii to you and then back again is very costly plus has environmental impacts we strive to avoid.
Here are our general guidelines for a return if approved:
ALL ITEMS MUST BE RETURNED BACK UNWORN, UNUSED, WITH ORIGINAL TAGS ATTACHED. No exceptions. If we approve a return and it seems like someone used an item and wore it to an event for example, and reattached the tag on their own, we will not refund that item back. You will have the option to pay again to have it shipped back to you or it will be discarded. We do not sell used items back to customers. Also there are hygiene and COVID implications now. We have to write this in unfortunately as it happens. Please do not be one of these people! Depending on the circumstance if we approve your return, you will be responsible for shipping costs back to us.
1) Damaged Items:
We inspect everything before shipping out so this should not happen. Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you received the wrong item. We will get you set up with a return label and get the new item out you. We will always work with you to make the issue right within our power. If an item is out of stock or unavailable any longer, you will receive a full Refund once that Damaged item is returned back.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.