Clear from the start
Custom Order Policy
Personalized work should feel exciting, not complicated. These simple terms explain what happens after you send a request.
Requests, quotes & payment
Submitting a request does not charge you or place a final order. We review your details and send you an exact total with a secure payment link. Your order is confirmed and added to our production queue once payment is received.
Proofs & changes
When a design needs approval, we will send a digital proof before production. Small corrections are included before approval. A major change in size, artwork, wording, layout, or direction may change the price. If that happens, we will tell you before doing the extra work.
Approval matters
Please check names, spelling, dates, numbers, and other personalized details carefully. Once you approve a proof and production begins, changes may require an additional charge or a remake.
Cancellations & personalized orders
If you need to cancel, contact us as soon as possible. If design or production work has not started, we can cancel the order and refund your payment. Once design or production has begun, personalized orders are non-refundable because time and materials have already been committed to your piece.
Photos, logos & artwork
You are responsible for providing files you have permission to use. Photos and artwork should be clear enough for the selected product. If a file will not reproduce well, we will contact you before moving forward.
Natural wood variations
Wood grain, tone, knots, engraving depth, and small surface variations are part of working with natural material. Your finished piece may not look identical to a sample photo, and those natural differences are not considered defects.
Turnaround
Turnaround depends on the piece, quantity, current production queue, and how quickly required details or approvals are received. We will give you the expected timing for your order before production begins.
Local pickup & delivery
Local pickup is available at Hawaii Mulisha at The Shops at Mauna Lani. We will contact you when your order is ready. If shipping is available for your order, any shipping cost will be included in your final total before payment.
If something is wrong
If we made an error or your order arrives damaged, contact us promptly with photos and your request ID. We will review the issue and work with you to make it right.
Email custom@holokailani.com. We would rather answer the question before you pay than leave you guessing afterward.