Frequently Asked Questions

Do you offer free shipping?

Yes! Enjoy FREE shipping within the U.S. on all orders over $50 USD after discounts and promo codes. Unfortunately, we’re not offering international shipping at this time.

 When will my order ship?

Orders are typically shipped within three days of purchase, though processing times may vary based on order volume. Once an order is placed, we’re unable to make adjustments or changes, so please review your selections carefully before checkout to ensure all details are correct.

When will my order arrive?

For the most precise delivery estimate, please check your tracking number. It may take a few days to update, so we appreciate your patience.

Where do you ship from?

Every order is sent out with aloha from our jewelry shipping office in Hilo, Hawaii—where island vibes and handcrafted beauty come together.

How can I track my order?

Once your order has shipped, you'll receive a shipping confirmation email containing a link to track your package. Please allow a few days for your tracking to start working.

My tracking says my order arrived, but I haven't received anything

If your tracking number indicates your package has been delivered but you haven’t received it, here are a few steps to try:

- Confirm your shipping address is correct

- Check for a delivery attempt notice

- Ask if anyone in your household accepted it

Sometimes, packages are marked as delivered a day or two early—allow extra time for it to arrive. While Healani Jewelry isn’t responsible for lost or stolen packages, we’ll do our best to assist you in tracking it down. If your order still hasn’t turned up, please reach out to us.sales@shophjonline.com

Can I cancel or edit my order once it has been placed?

Once orders have been placed, we are unable to edit or cancel them. This includes editing items, quantities of items, shipping methods, and payment methods.

If you accidentally entered an incorrect address at the checkout, please contact us immediately after the order is placed. If your order is placed within our business hours (weekdays from 10am-5pm HST), we may be able to make the change for you before your order is processed! We have a very small window in which we can edit your address, so please note contacting us with your inquiry, which does not guarantee we will be able to make the change. The best course of action is always to double-check your shipping details before submitting your order!

I'm local. Can I pick up my order?

Yes! We offer local pickup at our Hilo office by appointment—just select local pickup at checkout. This drive-up service is a convenient option for our local customers, making it easy to receive your order hassle-free.

How can I return an item?

We want you to love your jewelry! If it doesn’t make you say, “I LOVE IT,” you may return qualifying item(s) for a refund, exchange, or store credit within 14 days of your order date. If there’s an issue with your product, please reach out to us at sales@shophjonline.com

All shipping and handling fees are non-refundable. 

To ensure your package is sent correctly, we recommend shipping it from the post office to avoid any issues with underpaid postage. Unfortunately, we cannot accept packages with insufficient postage, and they may be returned to the sender by our postal courier.

Returned items must be:

• Unworn, unused, and in new condition
• In their original packaging
• Final sale items, including personalized and made-to-order jewelry, cannot be returned.

Items purchased with promotional discounts may also be considered final sale. Please review your order carefully before completing the checkout!

My jewelry arrived damaged. What can I do?

Oh no! We’re so sorry this happened! We take great care in inspecting and packaging every item, but sometimes damage or defects can occur during shipment.

If you find yourself in this situation, please reach out to us right away at sales@shophjonline.com with your order number and photos of the damage. We’ll review the issue and work with you to find the best solution—your satisfaction is our priority!

What should I do if I ordered the wrong size?

We offer free resizing for selected products, contact us to see if your piece qualifies. We are happy to assist you in finding the perfect fit. Your jewelry should feel comfortable and just right, and we want to make sure you absolutely love it.

How should I care for my jewelry?

We hope you adore your jewelry and that each piece becomes a cherished part of your wardrobe! While fashion jewelry is stunning, it’s not designed for continuous wear.

To keep your jewelry radiant and minimize signs of aging, avoid contact with liquids, perfumes, lotions, and perspiration, as these can dull the shine and accelerate wear. Handle your jewels with care and love, and they’ll keep you shining beautifully!

How should I clean and store my jewelry?

Cleaning:

•  Gently wipe your jewelry with a soft, lint-free cloth after wearing to remove oils and residue.
• For deeper cleaning, use warm water and a mild soap. Avoid harsh chemicals that can strip the plating.
• Never use abrasive brushes, toothpaste, or chemical cleaners, as they can damage the plating.

Storage:

• Keep your jewelry dry and store it in a soft pouch or jewelry box to prevent scratches.
• To avoid tarnishing, store pieces separately and away from direct sunlight or humidity.
• Limit exposure to perfumes, lotions, and sweat as these can accelerate wear over time.

What are your products made of?

Our jewelry is thoughtfully crafted from brass, copper, or stainless steel, elegantly plated in 14K gold or silver tones. Each piece is adorned with glass crystals, semi-precious gems, natural and recycled shells, and freshwater pearls, bringing a touch of beauty and uniqueness to every design.

To ensure durability, our jewelry features a tarnish-resistant coating, providing a protective barrier and making it hypoallergenic—safe for those with sensitivities.

If you have specific material concerns, reach out to us! We’d be happy to help you find the perfect piece.

Have questions? Send us an email:

sales@shophjonline.com