I gladly accept PayPal, Visa, MasterCard, Discover, American Express, and e-Checks.
All orders are shipped via USPS First Class Mail or Priority Mail.
Please double check that your shipping address is correct. If a shipment is returned to me because you have provided me with the wrong address, I will not re-ship the item at my own expense. I will work it out with you to either refund your money, less shipping and a 15% restocking fee, or re-ship the item to you if you are willing to pay the shipping again.
I will gladly combine shipping if possible, provided all items are purchased at the same time.
I do not include signature confirmation or insurance unless you request it unless you are ordering a custom desing package. If you would like to add insurance or signature confirmation, please contact me so I can add this to the shipping charge. It is usually only a few dollars, and it is definitely worth it! Insurance can be provided at the Buyer's expense for an additional fee. Please message me prior to placing your order.
Please understand that there is no guarantee of a specific delivery date on First Class International Shipping. There is no way to track it and no way to know when it is delivered (it could take 1-6 weeks for delivery.) I retain proof of shipping (customs, postage receipt.) For an additional charge - usually around $10-15 more, I can ship international priority mail which is estimated to take 6-14 business days. Please send me your country prior to purchase if you would like an exact quote for shipping. Please remember that each item is made to order and therefore there is processing time once an item is ordered. If you have a specific date you need an item for, please email me with that information.
Please be aware that you may need to pay a customs fee or tax for your item to enter your country. You are responsible for paying these fees. I recommend calling the customs office if you have not received any correspondence within 1-2 weeks of shipping. If a package is returned because you failed to pay the customs fee, I will either reship the item at your expense or if it is a returnable item I will refund your money less a 15% restocking fee. Please choose your items carefully. Custom Items are not refundable.
REFUNDS AND EXCHANGES
CUSTOM ORDERS CANNOT BE RETURNED. Please contact me within 3 days of receipt to authorize a return. Unless you have received the item in a damaged condition that was not noted in the description. Returns must be authorized within 3 days of receipt, must be returned in original protective packaging, and shipped back at the buyer’s expense and postmarked within 8 DAYS of receipt. Items must be in new, unused condition to be accepted back. There is a 15% re-stocking fee.
PLEASE NOTE: the original shipping charges you paid when purchasing the item(s) and the postage for returning the item to us will NOT be refunded. In the case of damage, please contact me for shipping/return credit/refund.
CUSTOM ORDERS CANNOT BE RETURNED. Hair accessories that have been worn and custom pieces are not refundable due to hygienic reasons. Shipping costs and insurance both ways is not refundable and is the responsibility of the buyer. If you do no insure the item, and it gets lost or damaged during return, the purchase price will not be refunded. This is for your protection! If Item is damaged, it will be replaced or repaired at the discretion of the seller.
ADDITIONAL POLICIES & FAQ
*** IMPORTANT NOTES ***SIZES: all dimensions provided are approximate due to the handmade nature of these products. When possible I picture a measuring tape next to product to show you exactly what the dimensions are.
COLOR - ON SCREEN VS. ACTUAL COLOR: computer monitors commonly show colors that are slightly different from the actual item, so if you are very concerned about color, I strongly encourage you to order one first as a sample. Fees for samples provided upon request. IF YOU ARE NOT SURE - ASK!
FEATHERS AND FLOWERS: every effort will be made to create items that match the picture, but materials often have natural variations, therefore please understand that items may look slightly different in each case. The overall look will not be affected.
COLOR NAMES AND ITEM DESCRIPTIONS: color descriptions and color names can be very subjective. This means that although there is a clear distinction between colors such as "green" and "red", the difference between "turquoise" versus "teal" and "magenta" versus "fuchsia" is highly subjective (just to name a few examples). My "magenta" may be very different from your "magenta", and so on. Again, if you are very concerned about color, Contact me for a sample for a small fee.
IF YOU ARE NOT SURE - ASK!
Q. Do you do Wholesale?
A. Yes, we love seeing our creations in the stores and boutiques all around the world! We do have a minimum order threshold. Please Email us about Wholesaling. Please be aware that all Wholesale orders are final. Terms to be discussed. All relevant buyer forms to be submitted prior to first order.
Q. Do you have ready made items?
A. Some items are ready now, but most are made to order. Items are normally made in the order received.
If you need something for a specific date, please email me your date so I can work with you to make sure you receive your item in time.
Q. How long does it take to make my flowers?
A. This depends on a few factors such as the complexity of your arrangement, time of year (Spring is very busy!) and the type of flowers you require. Some flowers have to be ordered if you have a special requested arrangement. Malama Pua can let you know how long each item will take to ship.
Q. Can I get an item "rushed?" How much does that cost?
A. Some items can be made as a rush order - usually shipped within 48 hours (excluding weekends and holidays.) Shipping will be required to be upgraded to UPS or another premium shipping service in order for you to receive your items in the time requested. Additional handling fees are associated with a rush order.
NOTE - not all items are eligible for "rush."
Q. Do you do custom orders?
A. The creative side of Malama Pua loves custom orders! I also welcome changes to most designs in the collection. Send me a message with your ideas! Once I have an idea of what you are looking for, I will provide you with a mock up or rough sketch of your idea and a price quote prior to starting.
Q. Are shipping costs refunded when I return an item?
A. Unfortunately - Shipping is not a cost of producing your item.. It is a charge that is paid to USPS (or any other carrier used) to get your purchase from our shop to you It is not a cost we can recoup to refund to you.
All materials, content and forms and photos contained within Malama Pua listings, products, and materials are the intellectual property of Malama Pua and may not be copied, reproduced, distributed or be displayed without express written permission from Malama Pua.
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