US ORDERS

• For our US customers, we ship through DHL Express, which takes between 1-2 business days. Shipping rate is calculated at checkout. 
• Orders over $800 USD are subject to customs fees 
• Please note, DHL is unable to ship to APO and PO Box addresses.

CANADIAN ORDERS

• 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

• 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.

CUT-OFF TIMES

• All orders placed after 2 pm EST will be processed the following business day.
• We do not make deliveries on the weekend, orders placed over the weekend will be shipped out on the next business day. 

PROCESSING TIME

• We try our best to process orders right away. Typically orders received are processed the next business day.
• During busy sales periods (such as Restocks, New Collection Releases, Black Friday, Cyber Monday and Boxing Day) please allow an additional 1-5 business days to process your order due to higher order volumes.
• You will receive an email shipping confirmation once your order has been shipped. 

DELAYS

• We are not responsible for any potential delay after your item has been shipped as shipping times do vary depending on destination.

 CORRECT MAILING ADDRESS

• We are not responsible for any incorrect or missing mailing address details provided by the customer. Please ensure that the correct address information is entered at checkout.  

LOST/MISSING PACKAGES 

• 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.

US & CANADIAN RETURNS

• We will provide a store credit on full priced items that are unworn and with tags attached. 
• We ask that you do your best when trying on items with care. Returned items must be unworn, free of makeup, deodorant, perfume and smells.
• For bodysuits or any intimate related items, protective adhesive strip must still be attached (return of bodysuits with the protective adhesive strip removed will not be accepted). 
• Please allow 2-4 business days for processing your return after we've received it. 

INTERNATIONAL RETURNS

• International orders are final. 

NON-RETURNABLE/FINAL SALE

• Items purchased during a sales period (Boxing day, Black Friday, Cyber Monday) and discounted items.
• Items purchased with a promo code (excluding the sign up code).

EXCHANGES

• We do not process exchanges however, should you wish to select a different item, please place a new order online and we will ship your package to you as promptly as possible.You will receive a store credit for the original item purchased.
• Orders that have been previously placed are unable to be price matched during sale periods

HOW TO MAKE A RETURN (US ORDERS)

1. Contact us here or send us an email to hello@reona.ca within 14 days of receiving your order.
2. Please enter in the subject "Returns + Order #" and let us know what you would like to return and brief reason (size issue, etc). 

HOW TO MAKE A RETURN (CANADIAN ORDERS)

1. Contact us here or send us an email to hello@reona.ca within 14 days of receiving your order.
2. Please enter in the subject "Returns + Order #" and let us know what you would like to return and brief reason (size issue, etc). 
3. A return address will be provided to you. Send us your unworn item(s) through Canada Post.
4. We recommend using recorded delivery through Canada Post as we are not responsible for any packages not delivered to us. 
5. 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.

LATE RETURNS

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. 

ORIGINAL SHIPPING/RETURN SHIPPING FEES

We regret to inform you that any original shipping fees or return shipping fees are non-returnable unless the error was made on our part (this will be assessed on a case by case basis).