Loading... Please wait...

Order Line 1-800-300-6067

Advanced Search | Search Tips



FAQ

HOW TO ORDER:

How do I place an order? How do I cancel an order?

How can I make changes to an order I've already placed?

Is is OK to Fax an order? How do I do it?

How do I know if an item is available?

Occasionally during special sales, item availability changes quickly!

If I have you send an order to a friend do you send it with the receipt?

Is my credit card information secure over the internet?

How do I contact you by phone, mail, fax or email?

What are your hours of operation?

I don't live in the U.S.; Can I order from you?

SHIPPING:

How long will it take for my order to arrive?

What is the difference between business and calendar days with respect to shipping?

Do you ship on weekends?

How will my order be shipped?

Is shipping expensive from Hawaii?

How will I know when my order ships?

How do I track an order I placed over the phone?

Can you deliver to P.O. Boxes?

Can I have you send a gift directly to a friend?

Are your packing materials environmentally safe? How do I get rid of it?

Why was there too much/too little packaging?

Do you ship internationally?

Can I change the shipping address after the order is placed?

RETURNS:

What is your guarantee of satisfaction?

How do I return an order?

Under what conditions may I return an order?

How do I package an order for return?

When can I expect my refund?

What if an item is damaged in shipment?

What do I do if my order is missing items?

PRODUCT QUESTIONS:

I wanted to reorder something that I ordered last time but it isn’t available now. Can I still get it?

I bought a wonderful fragrance in one of your stores in Hawaii but I don’t see it offered on your web site and was wondering if it is available?

How do I know what the fragrance smells like?

I’m not sure what to get. What are your most popular products?

How can I find out what other customers have liked about your products?

Why is one of the prices in my catalog different than on the web site?

Is there lead in your wicks?

Are your products really made in Hawaii?

 

 

HOW TO ORDER:

How do I place an order?
You may place an order via our website or by phone or fax.
WEBSITE: www.kauaisoap.com
PHONE: Toll Free 1-(888) 528-7627
FAX: 1-808-742-1945
MAIL: P.O. Box 548, Koloa, HI 96756

Checks or money orders may be used when ordering via the mail.
Return to Top

How do I cancel an order?
Please have your order number handy, then call us toll free at (888) 528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard time.
Return to Top

How can I make changes to an order I've already placed?
Please have your order number handy, then call us toll free at (888)528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard time.
Return to Top

Is it okay to Fax an order? How do I do it?
We'll be happy to process your faxed order! Create your order on the web site but rather than submitting via the web just print out and fax. Please make sure that you include your credit card number and expiration date. Fax the order to us at (808) 742-1945. You can also use the mail order form in your catalog.
Return to Top

How do I know if an item is available?
All items listed on our website are available to purchase. If for some reason we do run out while processing your order we will contact you with options for you to consider
Return to Top

Occasionally during special sales, item availability changes quickly!
All items listed on our website are available to purchase. If for some reason we do run out while processing your order we will contact you with options for you to consider.
Return to Top

If I have you send an order to a friend do you send it with the receipt?
No. However, we put a postcard in with the shipment that let’s them know it is a special gift from you.
Return to Top

Is my credit card information secure over the internet?
We use a special secure server to protect your information.
Return to Top

How do I contact you by phone, mail, fax or email?
You can call us toll free at 1-(888) 528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard Time.  Send all mailed correspondence to P.O. Box 548, Koloa, HI 96756, by fax to (808) 742-1945, or via e-mail to info@kauaisoap.com.
Return to Top

What are your hours of operation?
You can call our us toll free at 1-(888) 528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard Time.  Send all mailed correspondence to P.O. Box 548, Koloa,HI 96756, by fax to (808) 742-1945, or via e-mail to info@kauaisoap.com.
Return to Top

I don't live in the U.S.; Can I order from you?
Yes. Shipping rates are based on International Priority Mail.
Return to Top

 

SHIPPING:

How long will it take for my order to arrive?
 You can expect to receive your order in approximately 4-8 business days. Business days are Monday through Friday, weekends and holidays not included.
Return to Top

What is the difference between business and calendar days with respect to shipping?
You can expect to receive your order in approximately 4-8 business days. Business days are Monday through Friday, weekends and holidays not included.
Return to Top

Do you ship on weekends?
At this time, we do not ship on weekends. All orders are processed for shipment Monday through Friday.
Return to Top

How will my order be shipped?
We ship all orders via U.S. Priority Mail Service.
Return to Top

 

How do I track an order I placed over the phone?
Please contact us toll free at 1-(888) 528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard Time. Please have your order number available.
Return to Top

Can you deliver to P.O. Boxes?
Yes, we can.
Return to Top

Can I have you send a gift directly to a friend?
You sure can! We can even include a personalized message. Let us know what you want to say in the special instructions section when you check out.
Return to Top

What is the composition of your packing materials? Are they environmentally safe? How do I get rid of it?
Our packing materials are primarily recycled local newspaper. Please save and re-use as needed or recycle with your other mixed paper.
Return to Top

Why was there too much/too little packaging?
We strive to package all of our items such that they arrive in perfect condition at your door without being wasteful of materials or incurring a larger shipping charge.
Return to Top

Do you ship internationally?
Yes. Shipping rates are based on International Priority Mail.
Return to Top

Can I change the shipping address after the order is placed?
Yes. Please contact us toll free at 1-(888)528-7627. We are open to assist you  every day between the hours of 9am-9pm Hawaiian Standard Time. Please have your order number available. We will be happy to change the address provided the order has not already shipped.
Return to Top

RETURNS:

What is your guarantee of satisfaction?
Every Island Soap & Candle Works’ product is fully guaranteed. If you are not completely satisfied with any product, return it at our expense for a complete refund of the purchase price.
Return to Top

How do I return an order?
Please contact us toll free at (888) 528-7627. We will help make the arrangements for the return.
Return to Top

Under what conditions may I return an order?
You may return any product if you are not completely satisfied. If you made an error in your order we will gladly exchange the product or give you a refund if you pay for the shipping cost.
Return to Top

How do I package an order for return?
If you still have the original box and packing materials use them, otherwise use any suitable box with enough packing to prevent breakage.
Return to Top

When can I expect my refund?
We will process your refund as soon as we receive your returned package. Generally, your may expect your refund within 2-3 weeks.
Return to Top

What if an item is damaged in shipment?
For a replacement or refund please contact our us toll free at 1-(888) 528-7627. We are open to assist you every day between the hours of 9am-9pm Hawaiian Standard Time. Please have your order number available.
Return to Top

What do I do if my order is missing items?
For missing items please contact our Customer Service department toll free at 1-(800) 300-6067. We are open to assist you Monday - Friday, between the hours of 9am-5pm Hawaiian Standard Time. Please have your order number available
Return to Top

PRODUCT QUESTIONS:

I wanted to reorder something that I ordered last time but it isn’t available now. Can I still get it?
Can I still get it? We occasionally discontinue items. They are removed from the web site only when we are completely sold out. The good news is that when we discontinue something, we usually introduce exciting new products about the same time.
Return to Top

I bought a wonderful fragrance in one of your stores in Hawaii but I don’t see it offered on your web site and was wondering if it is available?
 Yes. If there is something purchased in store that you can’t find on the website, call us toll free at (888) 528-7627.
Return to Top

How do I know what the fragrance smells like?
We try to provide vivid descriptions of the wonderful tropical fragrances available in our products. However, if something is unfamiliar to you we suggest that you consider buying the smallest size of that product first. If you like it (we know you will) then you can buy the larger size next time.
Return to Top

I’m not sure what to get.  What are your most popular products?
We have a page on our web site that has recommended collections of our most popular products to make your decision easier.  Just click here to visit our Island Soap Collection page.
Return to Top

How can I find out what other customers have liked about your products?
We have a special section on our web site where you can read through the recommendations of other customers. Click here to jump to that section.
Return to Top

Why is one of the prices in my catalog different than on the web site?
We may only print one catalog per year and therefore your catalog may not have the latest price. Our web site is updated immediately whenever we make a change and is therefore the best reference for pricing and new products.
Return to Top

Is there lead in your wicks?
No. We use either a zinc core or a tightly wrapped paper core in all of our wicks, neither of which have any traces of lead.
Return to Top

Are your products really made in Hawaii?
The only products that we don’t make ourselves are some of the candle and soap accessories items. Even some of these are made by local artisans. All other products we make right here in our Koloa shop or at our factory on Kauai.
Return to Top