Frequently Asked Questions

General

+Can I use online promotions in-store and vice versa?

We recommend checking the terms and conditions for up-to-date information on promotions. Some promotions are available online and in-store, while some are available exclusively only where noted. For more information, please see our Promotional Terms and Conditions.

+How can I stay updated on the latest news and promotions?

Stay connected with us on our website, social media, and email and SMS newsletters. To join our list and be the first to know about new flavors, special offers, and more, click here.

+What is KOHO Chocolates?

KOHO Chocolates is a luxury collection of artisanal chocolates that pays homage to the beauty and bounty of Hawai‘i. 

Combining craftsmanship and innovation, our flavors draw inspiration from the Islands’ abundant natural treasures and flavors. Our passion for the Islands’ splendor is embodied in our signature collection of Bon Bons, Tablets, and Chocolate Macadamias.

KOHO Chocolates are available nationwide via kohochocolates.com, at a variety of retail stores across Hawai‘i with more boutiques to open in the coming months.

Get In Touch

+Are you hiring?

For more information, please see our careers page here.

+I'm a journalist or an influencer. Who can I contact for influencer, press, and media inquiries?

For influencer, press and media inquiries, please contact koho@bandofinsiders.com.

+I'm a brand interested in partnering with you. Who can I contact for collaborations and partnership opportunities?

For collaboration and partnership opportunities, please contact aloha@kohochocolates.com.

+I'm a retailer interested in carrying your products in my store. Who can I contact for wholesale inquiries?

For wholesale inquiries, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998 and be sure to include your location, website, and other brands you currently sell.  

+I have a question that's not answered here. Who can I contact if I need additional assistance?

For additional assistance, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998.

+I have a question about my order. Who can I contact for assistance?

For order inquiries, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998 and please reference your order number.

Gifting

+Can I add a gift note to my order?

Yes! You may add a gift note to your order at checkout. Gift notes will be added to the packing slip, and prices will not be included on the packing slip. Be sure to click "save" when adding your gift note.

+Can I add a gift note after my order is placed?

Forgot to add a gift note? Please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998 and we will do our best to accommodate you if your order has not yet shipped.

+Can I customize my chocolates?

At this time, customizable boxes are not available. 

+Where can I purchase a KOHO e-gift card?

Electronic gift cards are available for purchase here.

+Where can I redeem a KOHO e-gift card?

Our electronic gift cards are redeemable online only. Gift cards are delivered by email and contain redemption instructions.

Ingredients and Allergens

+Are your chocolates organic?

At this time, we don’t have an organic collection. 

+Are your chocolates dairy-free? 

At this time, we don’t have a dairy-free collection. 

+Are your chocolates sugar-free? 

At this time, we don’t have a sugar-free collection. 

+What allergens do your products contain? 

Our products contain or are processed on same equipment in contact with Milk, Soy, Coconut, and Macadamia Nuts.  

Our Chocolates

+What is a Bon Bon?

A Bon Bon is a sweet confection, consisting of a chocolate coating with flavored caramel or praline filling. 

+What makes your chocolates different from other chocolates?

We use cacao from North Shore, O‘ahu in all our dark and milk chocolate bars and chocolate covered macadamia nuts.  

+Where are your chocolates made?

Our chocolate confections are made at our chocolate factory located in Honolulu, Hawai‘i. 

+Where can I find a flavor that I do not see on your website anymore?

Select flavors and assortments are made in small batch quantities and are available for a limited time only. Stay tuned for new products and upcoming seasonal flavor launches!

Returns

+Can I cancel or change my order?

All sales are final. We do not offer refunds. Because we sell perishable, heat-sensitive products, we do not accept returns or exchanges, or provide replacements. We do not offer price adjustments. If you made an error in the shipping address or gift note, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998 with your order number and we will do our best to accommodate you.

+What is your return policy?

All sales are final. We do not offer refunds. Because we sell perishable, heat-sensitive products, we do not accept returns or exchanges, or provide replacements. We do not offer price adjustments. If you purchased KOHO products from one of our trusted retail partners, please refer to the respective retailer's return policy. 

Shipment and Delivery

+Can I checkout with shipping for multiple addresses? 

Yes, for multiple ship inquiries, please email aloha@kohochocolates.com or call us at 1-888-255-5998. 

+Do packages require a signature? 

Our packages do not require a signature upon delivery. 

+Do you ship internationally? 

At this time, we do not ship internationally. For other international inquiries, including partnership opportunities, please email aloha@kohochocolates.com.

+How can I track my package?

When you place an order on our website, you will receive a confirmation email once your package ships containing the tracking number for your package. 

+How do you ship your chocolates? 

We ship all orders FedEx 2-business day. Orders will ship out Monday through Wednesday. Please note that order processing can take 1-5 business days, in addition to shipping time and Holiday closures. We do not ship to PO Boxes .

+How do I fix a mistyped shipping address?

If the shipping address in your order is incorrect, please contact our customer support team at aloha@kohochocolates.com or call 1-888-255-5998 with your order number. We will do our best to accommodate your request as long as the order has not been picked-up, delivered, or marked "out for delivery" by the carrier.

+When will my order ship?

All orders are processed and shipped from Hawai'i, Monday to Wednesday. Please allow up to 5 business days, not including weekends and holidays, for your order to be processed, plus shipping time. We do not ship on weekends or during major holidays.

Storage and Shelf-Life

+Can I refrigerate or freeze my chocolates? 

To ensure the best quality, we recommend that chocolates are stored in a cool, dry place at approximately 65 degrees. 

+How should I store my chocolates? 

Chocolates are best stored in a cool, dry place at approximately 65 degrees. 

+What is the shelf-life of your chocolates?

For peak freshness, please enjoy your bon bons within 6 months, chocolate tablets within 9 months, and chocolate covered macadamia nuts within 9 months. Please be sure to reference the best buy date on the packaging. 

Warm Weather

+Will my chocolates melt in transit? 

We take great pride in packing your order with detail and care. All orders are packed with insulation and ice packs year-round. Due to the delicate nature of our chocolate, during warm weather months, we recommend all recipients are present for delivery to receive their packages directly. Chocolates will melt if left unattended outside. Please be advised, KOHO is not responsible for melted orders upon delivery.

+What is your warm weather policy? 

While all orders are packed out with ice packs, due to the delicate nature of chocolate, during warm weather months we recommend that recipients are present for delivery to receive their packages directly. Chocolates will melt if left unattended outside. Please be advised, KOHO is not responsible for melted orders upon delivery. 

Where to Buy

+Where are your authorized retailers located?

Locations that are authorized to sell select KOHO Chocolates assortments include the following list below. Please check with each retailer for updated in-stock inventory.

- Bloomingdales at Ala Moana Shopping Center

- DFS Waikiki

- DFS at Honolulu International Airport

- Neiman Marcus at Ala Moana Shopping Center

- The Spa at Ritz Carlton Waikiki Residences

Our chocolate are sold online exclusively at KohoChocolates.com. We currently do not sell on any other online marketplaces. Sellers of Koho Chocolates on all other online marketplaces are not authorized sellers of our products and are not guaranteed to abide by our shelf-life, shipping, and handling standards.

+Where is your boutique located?

Our boutique at Outrigger Waikiki is closed as of January, 2024. Please stay tuned for an exciting new location coming soon!

Wholesale and Corporate Orders

+Do you offer group or corporate discounts? 

Yes, we do! Orders $500+ are eligible for a 10% discount. Orders $1000+ are eligible for a 15% discount. Shipping charges are not included in this discount. To place a group or corporate order, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998. 

+How can I become an authorized retailer? 

If you are interested in becoming an authorized retailer, please contact our customer support team at aloha@kohochocolates.com or call us at 1-888-255-5998.