FAQs

One of our most frequently asked questions is "What size is this bag?". Here are our main sizes in ascending order: Small, Medium, Large, & Extra Large.

 

  

What is the significance behind the name Humble Hilo?

Our name is combination of english and spanish used to convey our mission as a company. Hilo (pronounced "[Hee-low]") in spanish means thread.  Together we work to "create a common thread" between us and those we work in behalf of in remote areas of Guatemala.   

When do you restock your inventory?

The restocking of our inventory depends on the productions of the merchandise and the arrival of our shipments from Guatemala, which does not happen on a scheduled day. The very best way to know when we are restocking new inventory is to follow us on Instagram @humblehilo where we always post when we have a new shipment and when new merchandise is posted on our site. Our bags and inventory go fast, so if you see something you like make sure to get it especially considering many of our bags are a one-of-a-kind design.

Will you ever be getting the same bag in?

All of our bags that are made out of hand-woven huipils (read “What Is A Huipil” tab to learn more about this unique art form we use to make our bags) are one-of-a-kind and rarely will another bag exactly like it be sold. There are often certain patterns that are similar, but never the exact pattern. We never know what bag styles we are going to get in each shipment, so the best thing is to keep checking our website to see if a similar bag has arrived.

What is your return and exchange policy?

If you are for any reason unsatisfied with your purchase, you have 14 days to return your merchandise. All merchandise must be unused, resalable, and in original packaging. Please contact returns@humblehilo.com before you return your item for approval. Your refund will go back on your credit card or paypal account depending on your payment type for the amount of the merchandise. Shipping and postage costs are non-refundable.

We would be happy to exchange any unused merchandise within 30 days of your purchase. All merchandise must be in unused, resalable condition and in its original packaging. Please contact returns@humblehilo.com with your order number for your exchange. Upon receiving your item in the mail, we will issue the store credit and you can let us know what item you would like in exchange. Shipping and postage fees will not be reimbursed and are the responsibility of the customer.

Due to the handmade nature of the product, after 60 days from the time you receive your item, Humble Hilo is not held responsible for repairs and damages. We recommend that you can take your item to your local cobbler or professional seamtress repair shop to fix your product.

All sale items are FINAL SALE and are not eligible for returns or exchanges

How do I best care for and clean my bag?

All our bags are made from hand-woven materials with leather accents. The leather will soften up over time with the natural oils from your hands. The hand-woven bags differ in weaving style and tightness, so every bag will differ. Some are more prone to snagging. If this does occur be sure to cut it, but don't pull the thread. Many people also like to use Scotch Guard to reduce snagging and to keep woven material clean. If your bag does get dirty, use a damp cloth and mild soap to spot clean. To best care for the leather, rub leather conditioner and cleaner on a regular basis.

What is the best way to wash my goods?

All our products should be delicately washed with cold water and air dried. Spot clean your bags.

What are some good tips about your sandals?

The leather that is used on our sandals will naturally soften and darken over time with use. If you would like hurry up the process, we recommend rubbing them with Mink Oil. Also, the leather will stretch so make sure to take that in to account when ordering the size. Our sizes are from a Guatemalan scale so we encourage you to measure the foot and compare it to our size chart for the most accurate results. And the smell does go away, it is just the type of the leather that is used.

How long does it take to ship, how do I track it, and where do you ship?

We ship all our products from Southern California and our shipping time is 5-7 business days in the continental US through USPS. Once your order has been fulfilled, you will receive an email with the tracking number which can take up to 48 hours to be activated by the post office.  We ship all our products worldwide and it takes 2-4 weeks.  If you do not see your country in our shipping options, email us at info@humblehilo.com, and we will add it.  Shipping internationally costs $15-$30 depending on the weight and country.

Do you offer wholesale?

We do not offer wholesale accounts at this time.  We only sell our items online on our website.