Frequently Asked Questions
Where are you located?
Knots Coffee Roasters is a cafe located at 150 Kapahulu Avenue, Honolulu, HI 96815.
Our online products will be shipped from this store.
Our flagship store is in Tokyo, Japan and available retail products are different.
Retail products in Japan are not available for online purchase.
What is Deck.?
We also carry retail products from Deck. [www.deckwaikiki.com] which is a restaurant and event space on the 3rd floor above Knots Coffee Roasters.
Where do you ship to?
Currently, we are only shipping within the United States.
Can I do in-store pickup?
If you reside in Hawaii, the option for pick-up will appear in the checkout.
We kindly ask that pick-up orders are claimed within 7 days during our business hours, and please be ready to present your email order confirmation.
What if I need to change something on my order?
If you would like to change or cancel your order, please contact us immediately by calling us 808-931-4482 during our business hours.
How long will shipping take?
We will package and ship out products within 2 to 5 business days and use USPS Priority Mail with tracking. Please note Knots Coffee Roasters does not have control over handling time after the product has been shipped.
Normally, you can expect your package within 3 business days after it is shipped. However, please allow additional shipment time during the public health crisis.
Returns & Exchange Policy
ALL ONLINE SALES ARE FINAL. We currently do not offer return or exchange for products purchased online.
For returns or exchanges for purchases that were made in-person, the product must’ve been purchased at full price, in their original condition, within 14 days of purchase, and only with the original receipt. We may refuse to accept a return or exchange if the original receipt is not available and if the product has been used, opened, worn, or tampered with.
If your return is approved, the refund will be processed in the original method of payment. Please allow for a period of up to 14 days for us to process refunds to credit cards.
Payment Methods
We accept the following forms of payment:
Visa, Mastercard, JCB, Diners, Discover & American Express.
My order is showing as “Delivered,” but I did not receive it, what should I do?
Knots Coffee Roasters is not responsible for any lost packages once the postal service has updated your package's tracking services to "Delivered."
Can the gift card be used in other locations?
No, it can only be used in our store at 150 Kapahulu Ave. in Honolulu, Hawaii.
Our flagship store is in Tokyo, Japan and it cannot be used there.
I lost my gift card, what should I do?
Please contact us so that we may try to look up your balance.
We may ask for your receipt, full name, date of purchase, and credit card number.
How can I reach Customer Service?
You can contact us by phone 808-931-4482
Please mention your first and last name, phone number, order number and message so that we may return your inquiry within 48 hours.