All Items purchased during a sales period (Boxing day, Black Friday, Cyber Monday) and discounted items are final sale.
Intimates such as Bras & Panties are not eligible for return or exchange.
Items purchased with a promo code (excluding the sign up code).
Orders that have been previously placed are unable to be price matched during sale periods.
Returned items that are deemed to be unsellable, soiled, damaged or altered in any way may not be accepted and may be returned back to the customer.
Please note. RE ONA reserves the right to reject the return of goods which are not returned in accordance with our policy.
US & CANADIAN RETURNS
We will provide a store credit via gift card on full priced items that are unworn and with tags attached. Returned items are not eligible for refunds.
We ask that you do your best when trying on items with care. Returned items must be unworn, unwashed, free of makeup, deodorant, perfume and smells.
For bodysuits, protective adhesive strip must still be attached (return of bodysuits without the protective adhesive strip will not be accepted). Please allow 2-4 business days for processing your return after we've received it.
Please note. We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, be denied if deemed to be suspicious.
We do not offer exchanges at this time
International orders are final.
If delivery is refused or duties/customs fees are not paid, any charges incurred to accommodate the package being sent back (delivery fee, customs etc.) will be passed onto the customer.
HOW TO MAKE A RETURN (US RETURNS)
Contact us here within 14 days of receiving your order.
Please enter in the subject "Returns + Order #" and let us know what you would like to return and brief reason (size issue, etc.). A pre-paid UPS return shipping label will be provided. (Customers have 7 business days to ship the return package using this label. Returns exceeding this timeframe will not be accepted).
Please note, returns will be subject to a $10 return shipping fee, which will be deducted from your store credit.
Outbound shipping fees from the original order are not refundable.
HOW TO MAKE A RETURN (CANADIAN RETURNS)
Contact us here within 14 days of receiving your order.
Please enter in the subject "Returns + Order #" and let us know what you would like to return and brief reason (size issue, etc.).
A return address will be provided to you. Send us your unworn item(s) through Canada Post.
We recommend using recorded delivery through Canada Post as we are not responsible for any packages not delivered to us. Once we receive your item and confirm that it is in original condition, we will issue a store credit and send you a confirmation email.
We’re unable to accept returns beyond the 14 days of your receipt and anything sent to us after 14 days may be returned to you.
Please note, we monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, be denied if deemed to be suspicious.
Due to the high volume of orders during the busy holiday season, new releases and restock days, please allow 1-5 business days to process your order and expect delays in email responses. We will continue to try our best to dispatch orders as soon as possible. Once your order has been fulfilled you will receive an email notification that your order has been dispatched.
GENERAL SHIPPING TIMES
During the holiday season, our shipping partners DHL and Canada Post may experience significant delivery delays due to increased parcel volumes. Shipping is typically 1-3 business days for US and Canadian orders, and 1-5 business days for International orders.
Express shipping is sent via DHL Express, which takes between 1-2 business days. Shipping rate is calculated at checkout.
Standard shipping is sent via USPS, which takes between 3-5 business days. Shipping rate is calculated at checkout.
Complimentary shipping (for orders over $200), is shipped through USPS, which takes between 3-5 business days.
Orders over $800 USD are subject to customs fees
Please note. DHL is unable to ship to APO and PO Box addresses.
For our Canadian customers, we ship through Canada Post Expedited shipping, which takes between 1-7 business days.(For Ontario & Quebec it is typically between 1-2 business days).
For an accurate delivery time frame and rate, please select your shipping method at checkout.
There are no custom or duties for Canadian orders.
INTERNATIONAL ORDERS & CUSTOMS/DUTIES
For our international customers, we ship through DHL Express, which takes between 1-5 business days. For an accurate delivery time frame and rate, please select your shipping method at checkout. RE ONA is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the customer.
Please check with your local postal service for more information. You will need to make sure that you cover any incurred customs fees or duties should any be incurred when shipping to your destination.
Please do not refuse delivery. Unfortunately, refused deliveries will incur the cost of the original delivery plus the return fee. Any refund made will be minus the total delivery and cost to return.
Please note that we are not responsible for packages lost in transit once a package is in the courier's hands.
Once the package arrives and is confirmed by our shipping carrier that it has been delivered, we are not responsible for your package's loss or theft.
We do not refund or reship packages that have been marked as delivered by the courier.
Unfortunately, we are unable to file claims on behalf of customers for lost/missing packages.