Browsing the site

Q: How do I find my products?
A: Simply use the drop-down menus to navigate through each product categories.
You may also type keywords or product numbers in the search box to find a specific item.
Q: How do I find product details?
A: Click the image in the product list to show the detail page. This information will help you decide before purchasing an item.
Q: What is a "Wish List"?
A: The wish list allows you to add any products you are interested in, so that you don't have to look up again. Products remain in your wish list until you delete it. If a product becomes out of stock, it will also indicate as ‘out of stock’ in your wish list too. Please note that your wish list is different from your shopping cart and they are not linked with each other.
Q: I forgot my password. How do I reset it?
A: Go to our log-in page and click the “Forgot your password?” link.
Q: In the product detail page, the drop down menu only allows me to add up to 20 items. How can I order more than 20?
A: In your shopping cart, you can edit your order by directly typing in the quantity you want.

Placing your order

Q: How do I add a product in my shopping cart?
A: On the product detail page, select a quantity and click "add to cart" to add the product into your shopping cart.
Q: How do I determine and purchase my size?
A: Dresses will run bigger or smaller than your typical size, so you will want your measurements handly to check against the our sizing chart; however, if your size is not on the chart, please contact us before you make a purchase.We will help you to determine and prepare your proper fit.
Q: What is the maximum quantity I can purchase online?
A: You can order up to total of 50 products online. Please contact us for your bulk order if more than 50.
Q: How do I complete my order?
A: Once you confirm your items in the cart, click the check out button to proceed with your order. If you already have your hulaohana account, you will be directed to the payment page. If you are a new customer, sign-up to save your time on your next order. Alternatively, you can always proceed with your order as a guest customer.
Q: How do I sign-up for hulaohana account?
A: To create your account, click "My Account" on the top of the page, or you may also be asked if you would like to sign-up after checking out an order.
Q: If items are out of stock, what do I do?
A: Extensive effort is made to maintain the availability of items shown on the site. However, due to popularity and supply issues, some products may not always be available. We will supply the products you want as soon as possible upon your request.
Q: Can you gift-wrap my order?
A: Currently, gift-wrapping services are not available.
Q: Where do I find my shipping fee?
A: Your shipping fee will be automatically added to your total amount which you see on your payment page. For shipping fee for your bulk order, please contact us.
Q: Do you ship internationally?
A: We basically ship to most countries, but a few item cannot be shipped to Japan due to tax-related issues.
Q: How do I place an express order?
A: We have a special product line for express orders. The service is applied to your entire order no matter what number of products you purchase. Please see our express service page for details.

After your order

Q: How can I make sure if my order is successfully completed?
A: You will receive a confirmation e-mail within a few minutes in which you may find your order number. We encourage you to have a hard copy for your record.
Q: How do I know my product is shipped and its delivery date?
A: Once your product is ready to be shipped, you will receive an e-mail where you can find your tracking number. To track your parcel, type the number in the search box located on the left column of the hulaohana website and click "track", or contact directly to the carrier assigned.
Q: How do I review my order?
A: You may find your order history in "My account" page.
Q: How do I cancel/change my order after payment is processed?
A: We will accept your cancel or change request within 24 hours after the order confirmation. Even though your credit card has been authorized on the day of purchase, you won't be charged prior to the product shipment.

About Payment

Q: What do I do if an item is missing from my shipment?
A: You can also make your payment with your card through PayPal without any extra charge.
Q: Will I be charged a custom duty?
A: It is set by the destination country of your package. For more information, please contact the relevant agency of your country. Here is a handy website to estimate your possible duty. You can check your product duty up to 3 times for free. Your product will be shipped from Sri Lanka or Japan.
Q: What methods of payment are acceptable?
A: We accept only PayPal at the moment. However, you can make a payment by major credit cards besides Visa / Master without any extra charges through PayPal. We don't accept cash, COD, checks, money orders, or any gift certificates.
Q: How do I use my points?
A: You earn 2% back in reward points* on all the purchases from website. 1 hulaohana point is comparable to U.S.$1 and can be used for your next shopping. *Please note that you have to create or sing up for your account before purchasing.
Q: How can I get a copy of my receipt or invoice?
A: You can see all of your previous orders by checking your Order History page on hulaohana website.
Q: I have just got a school discount code, but I have already placed and received some order last week. Will there be a credit for the previous order that my discount was not applied?
A: We are going to give you a school discount from the day we receive your school information and complete registration. If you want to get a school discount, please send all information before placing order.

About Shipping

Q: What do I do if an item is missing from my shipment?
A: Please check the tracking number in your shipping notice email sent by us. Check with the carrier to confirm that your packages were delivered. If your packages show a "delivered" status, please contact customer service at 00-94-11-2737787 for assistance.
Q: What if I have a comment, question, or concern?
A: If you have any comments, questions, or concerns about our products or services, please contact us. We are happy to discuss your problem. Please make sure to select the topic you have a concern about. You will also receive emails from us regarding your feedback.
Q: How long will it take to arrive?
A: Delivery times vary depending on a product’s stock status and the intended delivery address.
Q: Do I expect anything irregular during the busy seasons?
A: During busy holiday seasons the DHL or EMS may often take a little longer to make deliveries due to the large volume of package they are dealing with.

Return and Exchange

Q: What is your return policy?

We do not accept any returns. As for exchanging, please see our "about exchanging" page.

Q: I received a damaged/defective item. What should I do?
A: Along with its order ID, please contact us within 5 business days of receiving the shipment. We will resend you a new replacement as soon as possible. Once we receive your return package, we will pay you back the shipping cost. You may be asked to send us a snap shot of damaged/defective part of products. Damaged/defective item is replaceable only with the same product.
Q: I received a wrong product.
A: Please contact us within 5 business days of receiving the shipment. We will resend a new product as soon as possible.
Q: Is it possible to exchange or return purchased products with any optional orders (e.g., length and yardage)?
A: We do not accept any changes or retuens on your customized product. Please make sure your measurement is correct before you purchase an order.
Q: I ordered fabric in a wrong size. Can you send a new one if I return the product?
A: No exchange is acceptable as your fabric is cut into your specific size based on your order.