How long does it take to get my order?
Custom or Made to Order items may take approximately 3-6 weeks to ship out. In-stock items will ship out in 3-7 days. Orders with diamonds or birthstones may take 4-8 weeks to ship out.  Expedited services may be available, contact us for more information.  

I'm trying to checkout and I'm getting the error message: "Something's gone wrong. We're experiencing difficulty processing your transaction. Please contact us or try again later."?
Double check your billing address is correct.  We can only ship to the billing address, and if your address is not correct your bank may be declining the transaction. 

I placed an order but didn't get an email confirmation?
Please check your spam folder, if you can't find it there, email or text us so we can double check your email address on the order. 

Can I ship my order to somewhere other than my billing address?
If you use the credit card processing option on our website, we can currently only ship to your billing address. Entering an address other than your billing may delay your order.  If you use the PayPal checkout option you may ship to an alternative address. 

What if I don't have a Paypal Account?
You do not need a Paypal account to use this option. Just choose check out with Credit or Debit Card at the Paypal log in page.

Do you ship internationally?
Yes but please use the Paypal checkout option for all international orders. You do not need a Paypal account to use this option. Just choose check out with Credit or Debit Card at the log in page.

Is my shipment insured?
Yes all packaged are shipped fully insured and will require an adult signature for delivery. 

Do I have to sign for my package?
Yes all packaged are shipped fully insured and will require an adult signature for delivery. 

My order has been shipped but I won't be home to sign for it, can you reroute it for me?
We cannot re-route a box once it's been shipped, the only option is for the box to be held at a nearby Fedex facility for pickup within 5 days or have the package sent back to our factory.

What is your return policy?
Custom Made / Special Orders

Due to the nature of custom order jewelry and special orders, there are No Exchanges, No Refunds, No Cancellation and No Merchandise Credits.

Non-Custom Merchandise
Non-custom Merchandise may be exchanged or used as a Merchandise Credit provided:
1. Request is made within 30 (thirty) days.
2. Exchange/Credit request is accompanied by all original receipts and documents, including sales incentives and promotions.
3. Merchandise is in new condition. 

Clearance Items
Merchandise sold at “Marked Down,” or “Clearance price” is sold as ALL Sales Final. No refunds, No Merchandise Credit and No Exchanges.

Are your prices online the same as in your stores?
While we do offer the occasional online only special, our prices online will be the same as in stores.

How do I size myself for a Hawaiian Bracelet?
Hawaiian Bracelets sizing is measured in inches.  Click here to discover how to measure yourself at home.

How do I size my existing Hawaiian Bracelet?
You can measure the outside with a soft measuring tape and minus a 1/4in to get the inside measurement. Click here for a video tutorial.  Please note that bracelets can become out of shape over time, so your measurements may not always be in exact 1/4in increments. 

I left my jewelry in the gift box and now it's tarnished or oxidized, what can I do?
As cute as they are, gift boxes & pouches are for presentation not storage. Leaving them in the box or pouch can speed up the tarnishing process or oxidize your jewelry. Store your jewelry in an airtight container to prevent tarnish or oxidization if you don't plan on wearing it often.  A clean and polish will get your piece sparkling again.

How can I clean my jewelry?
Soak your jewelry in a cleaning solution of warm water and non-abrasive dish soap to remove oil or buildup for a few minutes. Use a soft bristle brush to clean off any buildup. Rinse throughly and dry with a soft cloth.  Repeat if necessary.  We also offer complimentary steam cleaning on our pieces, bring it in to our factory location for a free steam cleaning.

Can I order online and pick up at your store?
Yes. In store pickup in currently only available to Hawaii residents online. If you are out of state and would like to pick up in store please email us for assistance.  Please note the only person who can pick up the order in-store is the cardholder of the credit card that was used to place the order.  There are no exceptions.   

I placed my order a while ago and it still says in factory?
We customize all orders in our factory in Honolulu, so our status system is just 3 steps. New Order > In Factory > Shipped.

Do you offer any layaway programs?
We have layaway, 3 months - 50% down and then 3 payments, available in stores . If you are out of state or on the neighbor islands our website does not support our layaway program but if you call or email us we can help you place that order.

Do you offer any financing programs?
We have in-store financing option and we also accept Pay Pal Credit online: You can learn more here.

Can I make a change to my order?
Once an order is started it can be changed but it will be 50% of the original total and any additional charges.

Will the black enamel of the names come off and can it be repaired?
Yes, eventually the black enamel will wear off, the basic nature of gold and sterling silver will not allow any enamel material to adhere permanently. Royal Hawaiian Heritage Jewelry offers a lifetime guarantee on our enamel. For instructions on returning your heirlooms for re-enameling, email us.

Can my old Hawaiian bracelet / ring be resized?
Yes, the rings and bracelets can be resized and re-engraved so you can't tell it's been sized. Email / Text us for more information and instructions on how to return your items for repair.

Do you repair jewelry not from RHHJ?
Yes, our factory can help you with any repair, email us for more information and instructions on how to return your items for repair.

How can I use my store credit?
To apply your store credit to an order when checking out, you must first log in to your account. Once logged in, you will see your available store credit listed in the top menu bar of your homepage or on your account page. When you check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase.