Help Center - FAQs
Ordering & Shopping
Q: How do I place an order?
A: Placing an order with SoHa Living is quick and easy! Simply browse our collection, add your favorite items to your cart, and click the shopping bag icon when you're ready to check out. From there, follow the secure checkout steps to enter your shipping and payment information. If you have an account, log in for a faster experience. New here? You can check out as a guest or create an account for exclusive perks.
Q: Can I modify or cancel my order?
A: Once an order is placed, it begins processing quickly. If you need to make changes or cancel, please contact us at aloha@sohaliving.com as soon as possible. We'll do our best to accommodate your request.
Q: Do you offer gift wrapping?
A: Yes! You can choose to have your order gift-wrapped at checkout for an additional fee. We'll package it beautifully with our signature SoHa Living tissue and grosgrain ribbon.
Q: Do you offer gift cards?
A: Yes! SoHa Living eGift Cards are available in multiple denominations. They're delivered via email and never expire. You can purchase one directly on our website.
Q: Do you offer a gift registry or wishlists?
A: We're working on launching a gift registry soon! In the meantime, create a wishlist by logging into your account and saving your favorite items for later.
Shipping & Delivery
Q: What are your shipping options and rates?
A: We offer standard shipping across the U.S. USPS Priority Mail
or USPS Priority Mail Express
Rates are calculated at checkout based on your order size and destination.
The free shipping offer is applicable only to orders totaling $100 and being shipped to a US address.
Q: How long will my order take to arrive?
A: Orders are typically processed in 1-3 business days. If your order contains a made-to-order item such as a wood sign, magnet, or frame please allow an additional 3-5 business days for processing.
Once Shipped, packages will typically arrive within 3-5 business days.
Q: Do you offer international shipping?
A: Yes! Rates are calculated at checkout and are determined by total order value and destination.
Q: Can I pick up my order in-store?
A: Yes! In-store pickup is available at select locations. Choose this option at checkout and we'll email you when it's ready.
Q: What if my package is lost or stolen?
A: First, check around your mailbox and with neighbors. If still missing, contact us at aloha@sohaliving.com and we'll help resolve it.
SoHa Living is not responsible for lost or stolen packages. If your package arrives damaged, you must let us know within 24 hours of receiving the item. Please confirm your address before submitting your order.
Q: If my order is shipping internationally what should I do about duties?
A: We are not in control of any country-specific tariffs and duties imposed on your order by your respective government. Taxes and duties will likely be charged on the items you order. If taxes and duties are placed on your package by officials, the fees will be your responsibility. If you used a promotion code on your order, you will be charged taxes and duties based on the original price. We are legally obligated by Border Agencies to show the original price of any item(s) purchased.
Returns & Exchanges
Q: What is your return policy?
A: Returns or exchanges are accepted within 30 days of delivery for unused items in original condition. Final sale and seasonal items are not eligible. Visit our Returns & Exchanges page for more information.
Q: How do I start a return or exchange?
A: Visit our Returns Portal on the website or email aloha@sohaliving.com with your order details.
Q: Can I return something I bought in-store?
A: Yes! In-store purchases can be returned at any of our retail locations within 14 days with a valid receipt.
Q: What should I do if I received the wrong item?
A: We're so sorry! Please email us at aloha@sohaliving.com with a photo of the item and your order number-we'll fix it right away.
Payments & Discounts
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Shop Pay, and SoHa eGift Cards.
Q: How do I use a promo code or discount?
A: Enter your promo code in the "Discount Code" box during checkout. Only one code may be used per order.
Q: What should I do if my payment was declined?
A: Double-check your card details or try a different payment method. If issues continue, contact your bank or reach out to us for help.
Product Info & Care
Q: How do I care for my SoHa Living products?
A: General care guidelines:
- Textiles: Gentle cold wash, lay flat to dry
- Candles: Trim wick, burn on heat-safe surface
- Wood/Decor: Dust with soft cloth, avoid moisture.
Q: Are your products made in Hawaii?
A: Many of our designs are inspired by Hawaii and developed locally. We also work with artisans and makers globally to bring you beautiful pieces.
Q: Do you offer custom or personalized items?
A: Some items may be customized depending on availability. Contact us for special requests. Feel free to visit our Custom Party Gifting or Corporate Gifting pages.
Rewards & Accounts
Q: Do you have a rewards program?
A: Yes! Join the SoHa Club to earn points for shopping, referring friends, and more. Redeem points for gifts and exclusive perks.
Q: How do I earn and redeem points?
A: Earn points by signing up, making purchases, and more. Redeem at checkout or in your account dashboard.
Q: How do I update my account information?
A: Log in to your account to update your email, password, or shipping info. Need help? We're happy to assist.
Q: I forgot my password-how do I reset it?
A: Click 'Forgot Password' on the login page and follow the instructions sent to your email.
In-Store Shopping
Q: Where are your retail locations?
A: We have 22 SoHa Living and SoHa Keiki stores across the Hawaiian Islands. Visit our website for the full list with addresses and hours.
Q: Can I buy online and pick up in-store?
A: Yes, if the option is available during checkout. We'll email you when your order is ready.
Q: Do you offer in-store returns for online purchases?
A: Yes, bring your item and confirmation email to any of our stores within 30 days.
Contact & Support
Q: How do I contact SoHa Living?
A: Email: aloha@sohaliving.com
Phone: 808-784-0406
Live Chat: Available during business hours on our website.
Q: What are your customer service hours?
A: Monday-Friday, 9am-5pm HST. We aim to respond within 1 business day.
Q: Do you offer live chat?
A: Yes! Live chat is available on our website during business hours.
