FAQ

ORDERING AND SHIPPING

We take pride in providing the best service, from the time an order is placed until it is shipped. Most orders are processed to be shipped within 2 business days (not including weekends) of placing your order.

Ordering on islandbykoanani.com is easy and safe. Once you have found the item you would like to purchase, click on the "Add to Cart" button to place it your Shopping Cart. Follow the directions through the checkout process to complete your order. 

Your order will not be placed  until the very end of the checkout process when you will be asked for your credit card information. 

We will automatically email your tracking information to you when your order ships.

If you did not receive this email, we are happy to resend it. Please email us at isales@islandbykoanani.com

We are unable to ship to multiple addresses in a single order at this time.

To ship to multiple addresses, we recommend placing a separate order for each address.

If you choose to use a parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk. Sephora is not responsible for lost or stolen packages.

All orders process and ship Monday - Friday, excluding federal holidays within the United States. Based on the shipping method selected at checkout, if the order is placed after the cut-off time, it will be processed the following business day.

Packages do not ship from our distribution centers on weekends or the following US holidays:

New Year’s Day
Martin Luther King Jr. Day
President's Day
Memorial Day
4th of July
Labor Day
Columbus Day/Indigenous Peoples' Day
Veteran's Day
Thanksgiving
Christmas

RETURNS AND REFUNDS

Please read our refund policy to confirm your eligibility.

Please complete this form to initiate this process. After submitting the request, our customer expert will reply to you within 1-3 business days.

We apologize for the delay but if you have not received an e-mail from us. Please contact us here and we will reply to you as soon as possible.

SENIORS & MILITARY DISCOUNT

1. Sign up and register at islandbykoanani.com with your name and birthday. (Please note that it might take up to 48 hours for our system to conduct verification)
2. Customers must be 60 years old or higher to avail the senior discount.
3. The 10% senior discount* will be available upon checkout. If you have not received the discount yet, just simply type in SENIOR10 at the discount code.

*Subject to terms and conditions. 10% senior discount cannot be combined with other discount codes and other promotions. If you have any questions or concerns, contact us at islandbykoanani.com.

Thank you for your service. All active duty, veterans, retired, and their family members may be eligible for a 20% discount. Simply register and upon checkout you will be prompted to fill in your information through an independent validation system.

1. Sign up and register at islandbykoanani.com.

2. We use GOVX ID to verify your military affiliation.

3. Click the link below the checkout button at your cart page.

4. You will be redirected to a different window. Just simply follow the instructions and at the end you will be given a code that can be used to avail the 20% military discount*.

*Subject to terms and conditions. 20% military discount cannot be combined with other discounts codes and/or other promotions. If you have any concerns or questions, contact us at islandbykoanani.com.



GENERAL QUESTIONS

Our experts will be happy to assist you with any questions you may have regarding your jewelry

Please contact our experts at:

Toll-free 808 926-2288 or by filling up this form and our experts will contact you back as soon as possible. 

For all other questions, please contact us. Mahalo!