FAQ page

General Information

What is Ka 'Ohana Jewelry?

Ka 'Ohana Jewelry offers a curated collection of Hawaiian-inspired jewelry crafted from high-quality gold-filled materials. Our mission is to provide beautiful, affordable pieces that bridge the gap between solid gold and gold-plated jewelry. Our jewelry is available exclusively online.

What materials are your pieces made of?

We use gold-filled materials, an excellent alternative to solid gold and gold-plated jewelry. Gold-filled pieces are more durable and resistant to tarnishing compared to gold-plated jewelry but must still be worn with care. Learn more about gold-filled jewelry and how to care for it here.

Do you have a physical store?

We are an online-only business and do not have a physical store. Feel free to reach out with questions via email at aloha@kaohanajewelry.com or through the gold web chat icon on our website.

Shipping & Processing

Where do you ship, and how much does shipping cost?

We offer free shipping within the United States on orders over $45 via USPS Ground Advantage. If the order is below $45, USPS Ground Advantage shipping will be $6.99, USPS Priority Shipping is available for $9.99.

Hawai‘i (Inter-Island): USPS Ground Advantage takes 1-3 business days; USPS Priority takes 1 business day.

Mainland U.S.: USPS Ground Advantage takes 3-5 business days; USPS Priority takes 2-3 business days.

International Shipping: Available to New Zealand and Australia with rates shown at checkout. For other countries, contact us for availability and pricing.

How long does it take to process my order?

Ready-to-Ship Jewelry: 2-3 business days.

Personalized Jewelry: 3-5 weeks to create and inspect before shipping.

Made-to-Order Home Items: Processing timelines vary; contact us for details.

How can I track my order?
Once your order is shipped, you’ll receive an email with tracking information. If you did not receive tracking details, please email us at aloha@kaohanajewelry.com or use the web chat icon.

What if my order is lost or damaged during shipping?

We will assist with lost or damaged orders. Please contact us immediately if your item has not arrived or is damaged upon delivery.

I only received one of the products that I ordered. Where is my other order?

This is mostly because you have ordered multiple types of products. For example, ready to ship and personalized jewelry. You may have already received your ready to ship pieces, however, your personalized jewelry is most likely still being made. Please reach out to us through email or using the gold webchat icon on our website to check on your order status.

My tracking information is not being updated.

Please send us an email or message using the gold webchat icon right away. We'll need to create an inquiry with USPS to ensure that they can locate the package. If they are not able to locate this order, we do ship with insurance and have further resolutions.

Returns & Exchanges

What is your return/exchange policy?

To be accepted for a return or exchange, all item(s) must be in resalable, brand new condition inside of original pouch.

All items are subject to inspection prior to refund/store credit/exchange provided.

You'd be responsible for any return shipping costs and providing a tracking number when you send your item(s) for return/exchange.

We cover shipping the exchanged item(s) back to you.

What can be returned/exchanged?

Non personalized jewelry items
Defective or damaged on arrival items
- If you received a defective or damaged item on arrival, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
- You'll be asked to provide several photos so please include this when you send us an email.

What cannot be returned/exchanged?

Final Sale Items
Personalized jewelry
- If you have an issue (for example sizing of item) with your personalized jewelry, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
Earrings
Sale items discounted 50% or more
Ka 'Ohana Home Collection: The products inside of the Home Collection are not eligible for return/exchange as they are made to order.
Gift Cards

When do I need to request a refund by?

Refund: Must contact us within 14 days of item(s) delivery date.
Exchanges/Store Credit: Must contact us within 30 days of item(s) delivery date.
Please note: Once a refund/exchange/store credit is accepted, we must received your item in approved condition within 14 days of your request.

How do I start a request?

Email us at aloha@kaohanajewelry.com using the ORIGINAL EMAIL you used to place your order with the following information:

Full Name
Order Number
Item name(s)
Reason for your request (ie. sizing, damaged, etc.)

How do I start a return or exchange?

Email us at aloha@kaohanajewelry.com with your order number, item name, and details.

Order Issues

What if my jewelry arrives damaged or defective?

Contact us immediately. We stand by the quality of our products and will ensure you receive a replacement or a resolution.

I only received one of the products that I ordered. Where is my other order?

This is mostly because you have ordered multiple types of products. For example, ready to ship and personalized jewelry. You may have already received your ready to ship pieces, however, your personalized jewelry is most likely still being made. Please reach out to us through email or using the gold webchat icon on our website to check on your order status.

Jewelry Care

How do I care for gold-filled jewelry?

Avoid contact with hard or uneven surfaces to prevent scratching.

Keep jewelry dry and pat it dry after exposure to water (e.g., shower, ocean, or pool).

Store in airtight bags, especially if you live in areas with high sulfur content, like the Big Island.

Can I wear gold-filled jewelry in water?

Yes, our jewelry can be worn in the shower, ocean, or non-chemical pools. However, patting the jewelry dry will help maintain its shine and longevity.

What should I do if my jewelry tarnishes or discolors?

Tarnishing may occur due to unique factors like sulfur exposure or scratching through the gold-filled layers. Contact us for guidance, as every situation is unique, and we’re happy to assist.

Product Sizing

How do I determine my bangle or ring size?

Visit our Bangle Sizing Guide for detailed instructions. For additional help, send us a photo of a tape measure around the largest part of your closed hand.

What should I consider when choosing bangle sizes?

Tighter Fit: Size down if you prefer a snug fit but note that it may be harder to put on or remove.

Looser Fit: Size up for easier wear and removal.

Personalized Jewelry

How long does personalized jewelry take to create?

Our team handcrafts personalized pieces in batches, with an estimated timeline of 5 weeks to be created. Once completed, orders are shipped to our warehouse for inspection before being sent to you, which is an additional 10 business days.

Can personalized orders be rushed?

Unfortunately, we cannot expedite the creation of personalized orders.

Gifting Options

Do you offer gift wrapping?

While we don’t provide gift wrapping, all jewelry comes in a complimentary jewelry pouch, perfect for gifting or storage.

Can I send a gift directly to someone else?

Yes! Simply enter their shipping address during checkout. We don’t include pricing in packages, but we include a packing slip with the item list.

Orders & Payments

What payment methods do you accept?

We accept Visa, Mastercard, Amex, PayPal, Apple Pay, Afterpay, and Shop Pay.

Can I cancel or change my order?

Contact us as soon as possible to request changes. Personalized orders can only be modified or canceled within 24 hours from the time your order was placed.

How do I use a discount or promo code?

Enter the promo code on the cart page before completing your purchase.

Contact Us / Other Questions

How can I reach customer support?

Email: Reach us at aloha@kaohanajewelry.com

Web Chat: Use the gold chat icon on our website.

When will I get a response?

We typically respond within 24-48 hours. If you don’t receive an email response, try reaching us via the web chat to avoid potential email delivery issues.

I have another question that wasn't answered here.

Please send us an email at aloha@kaohanajewelry.com and we'll get back to you as soon as we can. Our team is available 9-5PM (PST) Monday through Friday. However, we will do our best to respond as soon as possible.

Damaged Jewelry and USPS Delivery Issues

What if my jewelry arrives damaged?

We guarantee our pieces arrive in perfect condition. If you receive a damaged item, please contact us immediately for a resolution.

What if my package is lost or delayed?

We’ll work with USPS to ensure your package is delivered or replaced if lost. Contact us promptly for assistance.

General Information

What is Ka 'Ohana Jewelry?

Ka 'Ohana Jewelry offers a curated collection of Hawaiian-inspired jewelry crafted from high-quality gold-filled materials. Our mission is to provide beautiful, affordable pieces that bridge the gap between solid gold and gold-plated jewelry. Our jewelry is available exclusively online.

What materials are your pieces made of?

We use gold-filled materials, an excellent alternative to solid gold and gold-plated jewelry. Gold-filled pieces are more durable and resistant to tarnishing compared to gold-plated jewelry but must still be worn with care. Learn more about gold-filled jewelry and how to care for it here.

Do you have a physical store?

We are an online-only business and do not have a physical store. Feel free to reach out with questions via email at aloha@kaohanajewelry.com or through the gold web chat icon on our website.

Shipping & Processing

Where do you ship, and how much does shipping cost?

We offer free shipping within the United States on orders over $45 via USPS Ground Advantage. If the order is below $45, USPS Ground Advantage shipping will be $6.99, USPS Priority Shipping is available for $9.99.

Hawai‘i (Inter-Island): USPS Ground Advantage takes 1-3 business days; USPS Priority takes 1 business day.

Mainland U.S.: USPS Ground Advantage takes 3-5 business days; USPS Priority takes 2-3 business days.

International Shipping: Available to New Zealand and Australia with rates shown at checkout. For other countries, contact us for availability and pricing.

How long does it take to process my order?

Ready-to-Ship Jewelry: 2-3 business days.

Personalized Jewelry: 3-5 weeks to create and inspect before shipping.

Made-to-Order Home Items: Processing timelines vary; contact us for details.

How can I track my order?
Once your order is shipped, you’ll receive an email with tracking information. If you did not receive tracking details, please email us at aloha@kaohanajewelry.com or use the web chat icon.

What if my order is lost or damaged during shipping?

We will assist with lost or damaged orders. Please contact us immediately if your item has not arrived or is damaged upon delivery.

I only received one of the products that I ordered. Where is my other order?

This is mostly because you have ordered multiple types of products. For example, ready to ship and personalized jewelry. You may have already received your ready to ship pieces, however, your personalized jewelry is most likely still being made. Please reach out to us through email or using the gold webchat icon on our website to check on your order status.

My tracking information is not being updated.

Please send us an email or message using the gold webchat icon right away. We'll need to create an inquiry with USPS to ensure that they can locate the package. If they are not able to locate this order, we do ship with insurance and have further resolutions.

Returns & Exchanges

What is your return/exchange policy?

To be accepted for a return or exchange, all item(s) must be in resalable, brand new condition inside of original pouch.

All items are subject to inspection prior to refund/store credit/exchange provided.

You'd be responsible for any return shipping costs and providing a tracking number when you send your item(s) for return/exchange.

We cover shipping the exchanged item(s) back to you.

What can be returned/exchanged?

Non personalized jewelry items
Defective or damaged on arrival items
- If you received a defective or damaged item on arrival, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
- You'll be asked to provide several photos so please include this when you send us an email.

What cannot be returned/exchanged?

Final Sale Items
Personalized jewelry
- If you have an issue (for example sizing of item) with your personalized jewelry, please contact us immediately for a resolution at aloha@kaohanajewelry.com.
Earrings
Sale items discounted 50% or more
Ka 'Ohana Home Collection: The products inside of the Home Collection are not eligible for return/exchange as they are made to order.
Gift Cards

When do I need to request a refund by?

Refund: Must contact us within 14 days of item(s) delivery date.
Exchanges/Store Credit: Must contact us within 30 days of item(s) delivery date.
Please note: Once a refund/exchange/store credit is accepted, we must received your item in approved condition within 14 days of your request.

How do I start a request?

Email us at aloha@kaohanajewelry.com using the ORIGINAL EMAIL you used to place your order with the following information:

Full Name
Order Number
Item name(s)
Reason for your request (ie. sizing, damaged, etc.)

How do I start a return or exchange?

Email us at aloha@kaohanajewelry.com with your order number, item name, and details.

Order Issues

What if my jewelry arrives damaged or defective?

Contact us immediately. We stand by the quality of our products and will ensure you receive a replacement or a resolution.

I only received one of the products that I ordered. Where is my other order?

This is mostly because you have ordered multiple types of products. For example, ready to ship and personalized jewelry. You may have already received your ready to ship pieces, however, your personalized jewelry is most likely still being made. Please reach out to us through email or using the gold webchat icon on our website to check on your order status.

Jewelry Care

How do I care for gold-filled jewelry?

Avoid contact with hard or uneven surfaces to prevent scratching.

Keep jewelry dry and pat it dry after exposure to water (e.g., shower, ocean, or pool).

Store in airtight bags, especially if you live in areas with high sulfur content, like the Big Island.

Can I wear gold-filled jewelry in water?

Yes, our jewelry can be worn in the shower, ocean, or non-chemical pools. However, patting the jewelry dry will help maintain its shine and longevity.

What should I do if my jewelry tarnishes or discolors?

Tarnishing may occur due to unique factors like sulfur exposure or scratching through the gold-filled layers. Contact us for guidance, as every situation is unique, and we’re happy to assist.

Product Sizing

How do I determine my bangle or ring size?

Visit our Bangle Sizing Guide for detailed instructions. For additional help, send us a photo of a tape measure around the largest part of your closed hand.

What should I consider when choosing bangle sizes?

Tighter Fit: Size down if you prefer a snug fit but note that it may be harder to put on or remove.

Looser Fit: Size up for easier wear and removal.

Personalized Jewelry

How long does personalized jewelry take to create?

Our team handcrafts personalized pieces in batches, with an estimated timeline of 5 weeks to be created. Once completed, orders are shipped to our warehouse for inspection before being sent to you, which is an additional 10 business days.

Can personalized orders be rushed?

Unfortunately, we cannot expedite the creation of personalized orders.

Gifting Options

Do you offer gift wrapping?

While we don’t provide gift wrapping, all jewelry comes in a complimentary jewelry pouch, perfect for gifting or storage.

Can I send a gift directly to someone else?

Yes! Simply enter their shipping address during checkout. We don’t include pricing in packages, but we include a packing slip with the item list.

Orders & Payments

What payment methods do you accept?

We accept Visa, Mastercard, Amex, PayPal, Apple Pay, Afterpay, and Shop Pay.

Can I cancel or change my order?

Contact us as soon as possible to request changes. Personalized orders can only be modified or canceled within 24 hours from the time your order was placed.

How do I use a discount or promo code?

Enter the promo code on the cart page before completing your purchase.

Contact Us / Other Questions

How can I reach customer support?

Email: Reach us at aloha@kaohanajewelry.com

Web Chat: Use the gold chat icon on our website.

When will I get a response?

We typically respond within 24-48 hours. If you don’t receive an email response, try reaching us via the web chat to avoid potential email delivery issues.

I have another question that wasn't answered here.

Please send us an email at aloha@kaohanajewelry.com and we'll get back to you as soon as we can. Our team is available 9-5PM (PST) Monday through Friday. However, we will do our best to respond as soon as possible.

Damaged Jewelry and USPS Delivery Issues

What if my jewelry arrives damaged?

We guarantee our pieces arrive in perfect condition. If you receive a damaged item, please contact us immediately for a resolution.

What if my package is lost or delayed?

We’ll work with USPS to ensure your package is delivered or replaced if lost. Contact us promptly for assistance.