Contact information for returns
For all returns inquiries, please contact our Customer Service Department.
Toll-free: (800) 468-2800
Landline: (808) 564-8853
Fax: (808) 564-8877
Email: custsvc@ourislandheritage.com
Our customer service department is available from 8:30 AM to 4:30 PM, Monday through Friday. If you leave a voice message over the weekend, you can expect a response on the following business day.
Full refund requirements
The Madden Corporation offers returns for most items within 48 hours of receipt of shipment.
- Items must be in new condition
- Items must be returned with all original packaging and accessories
- Media items (for example, movies, music,) must be unopened and still in their plastic wrap
- Shoes and clothing must be unworn
To return jewelry & collectibles
Items from these categories with a value of $75 or more must be returned using a trackable shipping method All product packaging (boxes, manuals, warranty cards, etc.) and certificates of authenticity, grading, and appraisal must be returned with the item. Any items returned without original documentation will be rejected. Jewelry items that have been resized, damaged or otherwise altered after delivery will not be accepted for return.
Return shipping guidelines
For items valued at over $75, please use a trackable shipping service for returns. If the order exceeds $100, we recommend insuring the shipment for the merchandise value and using a signature-required shipping service. For items under $75, we suggest using USPS delivery confirmation service.
Note: Failure to use a trackable method for returns or refusing shipment may affect coverage under The Madden Corporation guarantee if the package is lost.
Return shipping payment
If you return an item and the reason is not due to an error in processing by Ourislandheritage.com, shipping defect, or manufacturer damage, the cost of return shipping will be deducted from your refund. If you opt for the U.S. Postal Service option, the deduction amount will be clearly displayed. If you choose the self-return option, you will be responsible for the carrier's shipping charges.
To exchange/replace an item
You can exchange or replace an item through our Online Returns Center if it meets specific criteria. If you received a damaged, defective, or incorrect item from Ourislandheritage.com and wish to replace it with the same item, you can do so through our Customer Service Department. This option is available provided the original purchase did not include a promotion (excluding free shipping promotions), the item is not subject to a restocking fee, it was purchased with a credit or debit card, and the exchange item meets all other eligibility criteria.
To exchange for a different size or color
This option is available for apparel, shoes, jewelry, accessories, and purse items that have size or color variations. The exchange item must be a different size or color compared to the returned item, and it must be shipped and sold by Ourislandheritage.com.
Issuing RefundsWhen you return an item, your refund and its method may vary based on the item's condition, how long you've owned it, and how it was purchased.
Refund Methods by Payment Type
- Credit Card: Refund issued directly to your credit card; takes 3-5 days after return receipt.
- Promotional Certificate: No refund issued
Note: Your refund request is processed immediately, but it may take 2-3 business days to reflect on your credit card statement.
Refund Without Return:
The Madden Corporation may issue a refund without requiring a return. You'll be informed by a Customer Service Associate if this applies to your situation.
Gift Returns:
Refund or credit type for gifts depends on how they were purchased and returned. For details, please contact our Customer Service Department.
Refund Processing Time
If you haven't received your refund and the expected processing time for your payment method has elapsed, please reach out to us for further assistance.
Note: Once the carrier has received your item, please allow up to 2 weeks for us to receive and process your return.
Refund for used or defective items
If you return items that are damaged, missing parts, not in the original condition, or show signs of use not due to shipping damage or manufacturer defects, you may receive up to 50% of the item's price.
Restocking Fee
Customers in California and Hawaii may be subject to taxation on restocking fees for returned items that were shipped and sold by Ourislandheritage.com.
Please note: The return window for most items is 30 days after delivery.