FAQ

What is secrets hawaii?

We're an online marketplace featuring some Hawai'i products and sustainable equipment that will benefit our islands resource & waste management. 

Where are you located?

Maui, Hawaii. 

How do you ship?

USPS  

Do you offer international shipping?

Not at this time

What is your return policy?

We do not accept returns, however, if you have issues with your product please email us and we will address them on a case-by-case basis. 

When do orders ship? 

1-3 business days. Keep in mind, all orders are shipping from Hawai'i. 

 RETURN POLICY

We value your satisfaction and aim to provide quality products and services that meet your expectations. We understand that certain circumstances may require returns or exchanges. Our return policy is designed to ensure flexibility while maintaining fairness.

General Guidelines

• All return requests are considered on a case-by-case basis.

• To initiate a return, customers must contact us within 14 days of receiving the item or service.

• The product must be in its original condition, unused, and accompanied by proof of purchase (receipt or order confirmation).

Eligibility for Returns

• Damaged or Defective Items: If an item arrives damaged or defective, please notify us immediately. We may request photos for documentation.

• Incorrect Orders: If you receive the wrong item, we will work with you to correct the issue promptly.

• Customer Satisfaction: If you are unsatisfied with your purchase for reasons not covered above, please contact us to discuss your situation.

Non-Returnable Items

• Customized or personalized items are non-returnable unless defective.

• Perishable goods, intimate items, and clearance items are final sale and cannot be returned.

Return Process

1. Contact Us: Reach out via email or phone with your order details and reason for return.

2. Evaluation: Our team will review your request and provide instructions on how to proceed.

3. Resolution: Depending on the case, we may offer a replacement, store credit, or refund.

Additional Information

• Shipping fees are non-refundable, except in cases where Secrets Hawaii is at fault.

• Customers may be responsible for return shipping costs unless otherwise specified.

• Refunds, if approved, will be processed to the original payment method within 7–10 business days.

We are committed to handling each return with care and consideration. If you have any questions or concerns, please contact us at aloha@secretshawaii.com