Frequently Asked Questions

Ordering

If you have not received an email confirming your order, possible reasons can be:

  • Your order was not successfully placed and processed.
  • You entered an incorrect email address when placing your order.
  • If you are confident that the email address associated with your order is accurate, please check your email's spam folder for the order confirmation.

If you are unable to find the confirmation in your email, please contact Na Hoku Customer Service at 1.800.260.3912 or CustomerService@NaHoku.com for further assistance.

Once an order is in transit, you will receive a shipping confirmation that includes the tracking number for your package. If you have a NaHoku.com shopping account, you will also be able to track the order in your order history on your account.

Please contact Na Hoku Customer Service at 1.800.260.3912 or CustomerService@NaHoku.com with your order number and name immediately and we will try our best to accommodate your request. Please note that requesting changes may result in processing delays or a cancellation of your order. Once an order has been processed, we are unable to make any changes.

Please contact Na Hoku Customer Service at 1.800.260.3912 or CustomerService@NaHoku.com with your order number and name immediately. Note that once an order has been processed, we are unable to cancel the order. Please click here for instructions on how to return your order.

We do offer complimentary gift-wrapping and gift message card for your order. Please be sure to select the "Add gift wrap" box in the Shopping Bag near the 'Check out' button. 

The package slip included with your order will not show the purchase price.

‚ÄúNa Hoku‚ÄĚ does not appear on our shipping labels. For identification purposes, our shipping labels read "NHI".

While some ring styles are not sizable due to their design, many of our rings can be sized up or down within their limitations. We will be happy to size rings on your order prior to shipping at no additional charge to you. In the event that your ring cannot be sized to the desired ring size, you will be notified via email. 

Please note that should you decide to have your ring sized at a later time, a re-sizing fee may apply. Please be advised that all sales are final on jewelry that has been sized, engraved or altered in any way. 

Orders that include items that require sizing usually take 1-2 weeks to complete before they can ship. You will receive an email with details as processing times may vary. 

Provided the ordered piece can accommodate engraving (in general and space permitting), we will be happy to engrave your item prior to shipping at no additional charge to you.

Please note that should you decide to have engraving at a later time, an engraving fee may apply. Please be advised that all sales are final on jewelry that has been sized, engraved or altered in any way. 

Orders that include items that require engraving usually take 1-2 weeks to complete before they can ship. You will receive an email with details as processing times may vary. 

If you would like to ship your order to an address outside of the United States or Canada, we will do our best to accommodate you. Please click here for details. 

We feature our most popular and requested items on our website. If there is something that you are looking for that you cannot find on our Na Hoku website, one of our Customer Care Representatives will be very happy to answer any questions that you may have or help you purchase the item over the telephone.

When placing your call, we kindly ask that you provide us with the item description or item number. You may place your order by contacting Na Hoku Customer Service at 1.800.260.3912. Should you have additional questions, please email us at CustomerService@NaHoku.com.

Depending on the style and availability, Na Hoku can potentially accommodate telephone orders for Na Hoku Pendants sold without the accompanying chain.

When placing your call, we kindly ask that you provide us with the item description or item number that you are interested in, as some pendants and chains are sold as a set and cannot be sold separately.

You may place your order by contacting Na Hoku Customer Service at 1.800.260.3912. 

Should you have additional questions, please email us at CustomerService@NaHoku.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.

Please note that orders for pendants or necklaces with comments for longer, different or no chains cannot be accommodated if placed on NaHoku.com.

Depending on the style and availability, Na Hoku can often accommodate telephone orders for half pairs of earrings.

When placing your call, we kindly ask that you provide us with as much of the purchase information as possible (item description, item number, sales ticket number, and/or date of purchase).

You may place your order by contacting Na Hoku Customer Service at 1.800.260.3912.

Should you have additional questions, please email us at CustomerService@NaHoku.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.

Depending on the style and availability, Na Hoku can often accommodate telephone orders for replacement earring backing, or ear nut, replacements.

When placing your call, we kindly ask that you provide us with as much of the purchase information as possible, which may include the item description, item number, sales ticket number, or date of purchase. You may place your order by contacting Na Hoku Customer Service at 1.800.260.3912.

Should you have additional questions regarding an earring backing order, please email us at CustomerService@NaHoku.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.

As availability is subject to change, we recommend contacting the store of your choice directly to confirm their current availability prior to your visit. 

You may find a list of all stores and their contact information here.



Shipping and Delivery

We currently ship to all 50 states in the U.S., U.S. Military APO/FPO addresses, U.S. territories and Canada. See our shipping page for details.

If you would like to ship your order to an address outside of these locations, we will do our best to accommodate you. Please click here for details. 

  • Most Na Hoku orders received by 10:00 AM HST Monday through Friday will be shipped by the next business day.
  • Orders received on Saturday and Sunday will be shipped by the following Tuesday (excluding some holidays).
  • Orders received on a holiday will be shipped within two (2) business days following the holiday.

Please note that Saturdays, Sundays and Holidays are not considered business days.

In the event your order may be delayed beyond the normal processing time, we will contact you by email or telephone to inform you.

While all efforts will be made to deliver your order on time, please note that deliveries may be delayed by the carrier.

FedEx:

  • FedEx delivery is Monday through Friday, excluding some holidays. Saturday and Sunday delivery is not available.
  • FedEx 2 Day Service will arrive two business days after shipping.
  • FedEx Overnight service will arrive one business day after shipping, to most locations.

Please note that Saturdays, Sundays and Holidays are not considered business days.

USPS Shipping Service & shipping to P.O. Boxes:

  • If the delivery address is outside of FedEx delivery area (P.O. Boxes, Post Office locations, APO/FPO etc.), USPS Priority Express Mail service must be selected.¬†
  • While USPS states that Priority Express Mail service will arrive two days after shipping, delivery times may vary.
  • If you select FedEx to a P.O. Box shipping address, you will be contacted to provide a valid street address and your order will be placed on hold pending reply.

Na Hoku, Inc. requires a signature for all deliveries regardless of order value.

  • Until further notice, all orders up to $1000 require a FedEx Direct Signature, specifically a FedEx¬†Adult¬†Signature will be required for all order values over $1000.
  • If you wish for FedEx to specifically collect an Adult Signature upon delivery for an order under $1000, please contact Na Hoku Customer Service at¬†1.800.260.3912¬†or by emailing¬†CustomerService@NaHoku.com¬†prior to your order's shipment.
  • If you wish to waive the signature requirement for orders under $1000, please reply to your order confirmation, or contact¬†Na Hoku Customer Service at¬†1.800.260.3912¬†or by emailing¬†CustomerService@NaHoku.com referencing your order number, immediately after placing your order (domestic shipments only). Please note that by waiving this requirement, you agree to take full responsibility for the order being left on your doorstep by FedEx or USPS without securing your signature as proof of delivery. Neither Na Hoku, Inc. nor the delivery service will be responsible for the security of orders delivered in this manner.
  • All international shipments require a signature, regardless of order value.

Please note that a signature requirement cannot be changed once an order is in transit.

Please contact Na Hoku Customer Service at 1.800.260.3912 or by emailing CustomerService@NaHoku.com with your order number, and one of our Customer Care Representatives will explore options for your shipment with you.
Please note that all changes must be requested and approved by the shipper, Na Hoku, Inc. and that Na Hoku, Inc. reserves the right to decline an address change request after an order has been confirmed.

USPS is required for shipping to P.O. Boxes and APO/FPO delivery addresses. Na Hoku provides Free Shipping (via USPS) on orders of $200.00 or more to APO and FPO addresses as our way of saying Mahalo Nui Loa (Thank you very much) to members of our U.S. Military. While USPS states that Priority Express Mail service will arrive two days after shipping, delivery will vary to APO/FPO addresses, depending on the location and during the holiday Season.



Payment and Pricing

We accept the following credit cards, with U.S. or Canadian billing addresses only*, for purchases made on our website: Visa, Master Card, American Express, Discover Card, JCB, and Diners Club.

Please be advised that we are only able to accept and process orders made by the credit card holder. The purchaser’s name, address, phone number, and email address associated to the credit card used must match the billing information provided on the order. 

*Orders placed with other international credit cards will be cancelled. Please see more information regarding International orders here.

There are several reasons as to why a payment may get declined.

Due to the nature and value of your purchase, you may need to call and validate the payment with your bank or credit card company first, before resubmitting your order on NaHoku.com.

Please note that the billing information in checkout must match the information associated to your credit card.

Should you continue to experience an issue, please contact Na Hoku Customer Service at 1.800.260.3912 for assistance in placing your order.

If you are using a credit card with a billing address outside of the U.S. or Canada, please click here for more information regarding International orders.

We currently offer Na Hoku Gift Certificates that can be purchased in our stores or by calling Na Hoku Customer Service at 1.800.260.3912.

Na Hoku Gift Certificates are redeemable in our stores and by calling Na Hoku Customer Service.

Na Hoku Gift Certificates are currently not redeemable on NaHoku.com. 

Applications for the Na Hoku credit card are available exclusively in our Na Hoku store locations. Approved Na Hoku credit card applicants can use their credit card for in-person purchases at our stores. Our Na Hoku stores can often accommodate layaway requests as well. Please visit the Na Hoku store location nearest you for more information.

Please note that Na Hoku credit cards cannot be used for orders on NaHoku.com or with Na Hou Customer Service.

Sales tax will be charged for online and telephone orders as dictated by the state where the order is shipped, which includes states where Na Hoku does not maintain a physical presence. States where Na Hoku does maintain a physical presence include Hawaii, California, Colorado, Florida, Illinois, Massachusetts, Nevada, New York, Pennsylvania, Texas, Virginia, and Washington.

Our prices are the same in all our Na Hoku stores, whether you are at our Na Hoku location in Las Vegas, Nevada or at our Na Hoku location on Front Street in Lahaina, Maui. Our jewelry selection may vary depending on the size of our Na Hoku store, but you will always receive the same price and the same wonderful customer service in all our Na Hoku locations.

Na Hoku has never held a ‚Äúsale" and will likely never have any ‚Äúsales‚ÄĚ in the future. Many companies will inflate their retail prices and then offer a discount thus creating a false ‚Äúsale‚ÄĚ price.

At Na Hoku, we always offer our customers the best price on our jewelry. Na Hoku customers can shop with confidence knowing that our jewelry will be at the same fair price every day of the year.

We believe that our method of fair pricing is part of our commitment to provide our customers with excellent service, consistency, and the finest Hawaiian and Island lifestyle jewelry available.

Please note that Na Hoku is not offering discount codes for use on NaHoku.com.

To our dismay, it is the practice of some discount code websites to link themselves with popular websites to increase their own web traffic, therefore increasing the chances that their website ads will be seen and clicked on.

It is unfortunate that these sites mislead our customers, as at Na Hoku, we always offer our customers the best price on our jewelry.



Return, Refunds and Exchanges

Full refunds or exchanges will be made to any customer who presents merchandise within 21 days of purchase, in its original condition, and with the original sales receipt, packaging, and warranty. For online and telephone orders, the Packing Slip or a copy of the email Order Confirmation can be used in place of the sales receipt.

All sales are final on special ordered merchandise, personalized merchandise, engraved merchandise, Gift Oysters, and rings, necklaces, chains, or bracelets that have been sized, lengthened, or altered.

If your item qualifies for an exchange or return, you are welcome to visit one of our Na Hoku Store Locations or send your item to Na Hoku's Corporate Office, located in Honolulu. Please click here for instructions.

The processing time varies depending on the original form of payment.

  • Refunds for credit card purchases will be made to the credit card used for purchase. Once processed, it may take 7-10 business days until you see the refund on your card, depending on your bank or credit card processor.
  • Refunds for cash and check purchases are mailed to the customer from the Na Hoku Corporate Office in Honolulu, within 2‚Äď3 weeks.

To check status on a refund, please contact Na Hoku Customer Service at 1.800.260.3912 or CustomerService@NaHoku.com.

Na Hoku does not accept refunds or exchanges without a purchase receipt. If you are unable to locate your receipt, please contact Na Hoku Customer Service at 1.800.260.3912 or by emailing CustomerService@NaHoku.com, and one of our Customer Care Representatives will do their best to assist you in locating your receipt. 

In the rare event that your order arrived damaged, faulty or incorrect, please email Na Hoku Customer Service at CustomerService@NaHoku.com with your order number and a photo of the damaged packaging, or a clear and well-lit photo of the item in question. 

If you do not like your purchase for any reason, please click here for instructions on how to return or exchange an item.



Warranty and Repairs

Na Hoku watches have a three-year warranty, and all other Na Hoku merchandise has a lifetime warranty against defects in materials or workmanship. Na Hoku manufactured Hawaiian Heirloom Jewelry is covered by our lifetime warranty for re-enameling.

Our lifetime warranty does not cover damage due to normal wear-and-tear or abuse, lost items, lost or damaged pearls or gemstones, or to broken or damaged chains.

For information on jewelry care, please click here.

 

We do require an evaluation of your item to recommend the necessary repairs. Once evaluated, Na Hoku Customer Service will contact you to confirm if the repair will fall under Na Hoku's lifetime warranty against defects in materials or workmanship. You will be provided all applicable options at this time, including the time it will take to complete your repair, the cost for the repair (for non-warranty repairs), and the cost of return shipping.

You are welcome to take your item to a Na Hoku Store Location near you. Whereas our stores are unable to perform repairs on-site, they will be happy to assist you by taking in your jewelry for repair. Depending on the needs of your repair, our Store will then send your item to either a Na Hoku trusted local jeweler or to our Jewelry Manufacturing Facility, located in Honolulu.

Alternatively, you may send your item to us directly.

We do not suggest attempting to change the Watch battery yourself. We are required to advise that by utilizing another jeweler to change the Watch battery for your Na Hoku Watch, it will nullify Na Hoku's warranty against defects in materials or workmanship.

The warranty will not be voided when having your Watch battery replaced at Na Hoku's Jewelry Manufacturing Facility or with a Na Hoku trusted local jeweler.

You are welcome to take your Watch to a Na Hoku Store Location near you. The store location will then send your Watch to our Corporate Office on your behalf.

Alternatively, you may send your Watch to us directly.

We understand that you may prefer to visit a local jeweler closer to your area. We are required to advise that by utilizing another jeweler to repair your item that was purchased at Na Hoku, it will nullify Na Hoku's lifetime warranty against defects in materials or workmanship. Should the merchandise return to us in the future for repair, it may result in a charge.

To best assist you with a repair inquiry for non-Na Hoku jewelry, we recommend to email Na Hoku Customer Service at CustomerService@NaHoku.com with a clear and well-lit photo of the item in question, and specific details of the required repair service.  



General questions, Products and Services

NńĀ HŇćkŇę is Hawaiian for "The Stars". Stars were once used by voyaging Polynesians as guides on their journeys throughout the Pacific. Today, Na Hoku is your guide to the essence of Hawaiian and Island Lifestyle, captured in our collection of beautiful fine jewelry.

We offer our jewelry collections exclusively in our Na Hoku store locations and on NaHoku.com.

For an appraisal of your Na Hoku jewelry, we kindly ask that you provide us with as much of the purchase information as possible (item description, item number, sales ticket number, and/or date of purchase).
Please email us at CustomerService@NaHoku.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.

In 2005, Na Hoku decided to cease all manufacturing and sales of coral jewelry. While some questioned the economic sense of our decision, we feel responsible for the stewardship of our environment and acted accordingly to protect it.
Na Hoku has called Hawaii our home since our beginning in 1924. We are blessed to be a part of these beautiful islands and want to preserve their beauty to be enjoyed by families, friends, and our visitors for generations to come.

Please click here for a digital copy of the Watch Instruction Manual Booklet.

Our stores offer only new jewelry, so we do not have a trade-in or buy-back program for pre-owned jewelry.

Na Hoku offers an upgrade program for Na Hoku Solitaire Rings. Na Hoku Solitaire customers can upgrade their ring towards the purchase of another Na Hoku Solitaire ring that is a minimum of twice the purchase price of their original ring. For detailed information, please visit a Na Hoku Store Location, or send your inquiry to CustomerService@NaHoku.com.

As we do not conduct wholesale business of any kind, we do not offer the option to purchase our jewelry wholesale. We offer our jewelry collections exclusively in our Na Hoku store locations and on NaHoku.com.