F.A.Q

At Missing Polynesia, we believe every piece carries a story. Here you’ll find quick answers to our most common questions—from sizing to shipping to garment care. If you need extra assistance, our team is always here with aloha.

HOLIDAY DETAILS 2025

HOLIDAY STORE RETURNS (IN-STORE & ONLINE PURCHASES)

IN-STORE PURCHASES (11/24/25 – 01/20/26)

  • Eligible for exchange or store credit ONLY until 01/31/26.
  • NO REFUNDS. NO EXCEPTIONS.
  • BLACK FRIDAY, SMALL BUSINESS SATURDAY & CYBER MONDAY purchases are FINAL SALE.
  • All clearance/sale items are FINAL SALE.
  • A valid receipt or gift receipt is required for all exchanges.
  • Items must be in original condition: unused, unwashed, with tags attached.

ONLINE PURCHASES (11/24/25 – 01/20/26)

  • Eligible for exchange or store credit ONLY until 01/31/26.
  • NO REFUNDS. NO EXCEPTIONS.
  • Black Friday, Small Business Saturday & Cyber Monday online deals are FINAL SALE.
  • All clearance/sale items are FINAL SALE.

Return Requirements (Online)

  • Items must be unused, unwashed, unworn, and in salable condition with tags attached.
  • Customer is responsible for all return shipping costs.
  • Store credit is issued once the return is inspected and approved.

Exchanges (Online)

  • Exchanges available for the same style if size/color is in stock. Or for other option.
  • If out of stock, refund will be issued.

Gift Orders

  • To process a gift return, provide the order number or name of purchaser.
  • Store credit will be issued to the recipient, unless otherwise requested.

Damaged or Incorrect Items

  • Contact us within 48 hours of delivery at info@missingpolynesia.com with your order number and photos for assistance. Or give us a call @ 808782-6715.

ORDERS & PAYMENTS

When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay, PayPal, and Missing Polynesia e-Gift Cards.

In-store also accepts cash.
How do Missing Polynesia gift cards work?

Missing Polynesia offers both online and in-store gift cards. Gift cards are final sale and are not eligible for discounts or refund.

• Online e-Gift Cards may be redeemed on our website or at either store location (just show your code to the associate).
• Physical Gift Cards are for in-store use only and cannot be applied to online orders.
How do I apply a discount code?

Enter your code at checkout in the “Discount Code” section before payment is submitted.

Only one code may be applied per order.
WHY WAS MY CARD DECLINED?

OH NO! Most declines occur due to:

  • Incorrect billing address
  • Insufficient funds
  • Bank security blocks

Please contact your bank or try another form of payment.
Do you offer refunds?

Refunds are not offered unless the purchased item is sold out and cannot be fulfilled. All other returns will be processed as in-store credit or exchange only.
How do I order online and pick up in-store?

If you’re on Oʻahu, you can pick up your online order at any of our store locations.

  • At checkout, select your preferred Store Pickup Location (Kamakana Ali'i/ Kapolei or Harbor center/Aiea
  • Please allow up to 7 business days for processing and transfer. For updates, email info@missingpolynesia.com.
  • Choose Store Pickup at checkout and select either Ka Makana Aliʻi or Harbor Center Aiea.
  • Shortly after placing your order, you’ll receive an Order Confirmation email—this does not mean your order is ready for pickup.
  • A separate Ready for Pickup email will be sent once your order is prepared at your selected location.

    Please check your junk folder and add info@missingpolynesia.com to ensure delivery of notifications.

  • You must wait for your “Ready for Pickup” email before coming to the store. Orders not picked up within 7 days of this notification will be waiting at given location.
  • Please check your spam/junk folder and add info@missingpolynesia.com to ensure you receive all updates.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

Items returned will qualify for exchange or in-store credit only when the return is initiated within fourteen (14) business days from the original date of purchase. Returns submitted after this period will not be accepted.

Refunds will be granted only in the event that the purchased item is sold out and cannot be fulfilled or replaced.
What items qualify for an Exchange?

To be eligible, items must be:

  • Unwashed
  • Unworn and unaltered
  • In original condition
  • With all original tags attached

Items that do not meet these requirements cannot be accepted.
How do I start an online Exchange?

Before starting, contact Missing Polynesia to request an exchange. Once we receive your returned item, we will process your exchange and ship out the replacement product.

  1. Refer to your date of purchase and ensure that your return is initiated within the 14-day return period.
  2. Make sure your item meets all condition requirements.
  3. Complete the RETURN FORM and include it with your item.
  4. Ship your return to the address provided on the form or website.

*Customers are solely responsible for all shipping and handling fees associated with returning products to the store. Missing Polynesia does not reimburse or cover these costs under any circumstances.
Damaged or Incorrect Items

If your order arrives in incorrect, damaged, or defective condition, please reach out to us right away at info@missingpolynesia.com so our team can assist you promptly.
What is your IN-STORE return policy?

For in-store purchases, items may be exchanged or returned for store credit within 14 days of the purchase date, as shown on your receipt.

Items must be returned in original, unworn condition, with tags attached and no alterations.

FINALE SALE ITEMS: Discounted items and select accessories purchased in-store are final sale and cannot be returned or exchanged.

No price adjustments on previous in-store purchases.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

SHIPPING POLICY

What is your order processing time?

Please allow 1–2 business days for your order to be processed.

Orders placed on Friday, Saturday, or Sunday will be processed and prepared for shipment no later than the following Monday or Tuesday.
Do you ship within the United States?

All domestic orders are shipped via USPS Priority Mail.

Once processed, delivery typically takes 3–5 business days.
Do you offer express or overnight shipping?

Yes; however, express and overnight delivery cannot be guaranteed for orders placed on Fridays or Saturdays due to carrier limitations.

If you need an urgent shipment, please email us at info@missingpolynesia.com, and our team will do our best to accommodate your request.
When will I receive tracking information?

Tracking information will be sent to the email address used at checkout once your order has been processed and shipped.
What should I do if my package is delayed or lost?

If your shipment is delayed, misdelivered, or lost in transit, please contact USPS directly with your tracking number.

You may also reach out to us at info@missingpolynesia.com, and we will assist in guiding you through next steps.
Do you ship internationally?

Yes. Missing Polynesia ships internationally to select countries.

International orders are shipped via USPS International Mail or the most reliable carrier available for your region.

Delivery times vary by destination and may range from 7–21 business days, not including customs processing.

Customs fees, duties, and taxes are not included in the shipping cost and are the customer’s responsibility.