Returns & Shipping Information

Returns & Exchanges

KopaKauai is a small family-run company, and we manufacture all of our soaps by hand. Because of the nature of our business, as well as the nature of our products as ‘consumable goods,’ we are unable to offer returns for a refund. We will exchange your items if they arrive damaged, defective, or if you were sent an incorrect order (US orders only, proof of purchase required).

 

Please note that once an order is shipped and marked as delivered by the carrier, KopaKauai is not responsible for lost or stolen packages. If your package does not arrive or is stolen, please contact your local postal office or delivery carrier to file a claim. While we cannot provide replacements or refunds for stolen packages, we will do our best to assist you with filing a claim and finding a resolution.

 

To be eligible for an exchange, please send a photo of the defective or incorrect items to aloha@kopakauai.com within 72 hours of your order’s delivery, along with your order number. If your order is found to be defective or incorrect, we will gladly replace your items according to your original order.

 

If you qualify for an exchange, KopaKauai will issue you a return label via email, and the original items must be sent back and received by us in order for us to ship out the replacement. Your new order will only ship once we receive the original items. Due to transit times to our small island, it may take 5-7 business days for us to receive your original order.

 

All items sent back to be exchanged must be unused, in their original packaging, and in the same condition that you received them.

 

*We do not provide refunds, returns, or replacements for international orders.

International Order information

KopaKauai Soap Co. is not responsible for delays that occur due to international customs issues, nor any additional fees or taxes that your country may require. This means that any and all fees that you are charged are your responsibility. KopaKauai Soap Co. will not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees. To calculate what the fees may cost for your Country, visit https://www.dutycalculator.com

It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment.

For any questions regarding returns or shipping information, please feel free to reach out to us at aloha@kopakauai.com