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DELIVERY CHARGES

  • ON & QC 1-2 DAY DELIVERY:
  • $4.95 OR FREE* (with minimum $100 purchase)
      • ALL OTHER PROVINCES 3-5 DAY DELIVERY:
      • $8.95 OR FREE* (with minimum $100 purchase)

      WHERE DO YOU DELIVER?

      Worldwide!

      HOW LONG DOES DELIVERY TAKE?

      We work very hard to get your order in your hands as soon as possible, the time it takes to deliver an item is soley based on the location your order is being delivered to.

      Please find below the approximate time frames for each region.

      • Ontario and Quebec 1-2 delivery
      • All Other Provinces 3-5 delivery

      For rural and remote areas, please allow up to 5 additional days.

      We will deliver Monday to Friday, except Bank Holidays.

      During high season and sales campaigns, delivery might take a little longer.

      For International orders please check delivery time frame at checkout. 

      Can I return my item for a refund or exchange?

      Canadian Orders 
      Canadian orders must be returned within 30 days of receipt for exchange or refund 


      International Orders 
      International orders must be received within 14 days of receipt for exchange or credit ONLY

      How long after purchase can I make a return?

      Returned items must be received within 30 days of receipt for Canadian orders. Please note. If tags have been removed we will not accept the return. 

      International orders must be received within 14 days of receipt for exchange or credit ONLY. Please note. If tags have been removed we will not accept the return. 

      How to make a return:

      Please do your best to try on, handle and repackage the items with care.

      Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached.

      Steps:

      1. Please fill in and include the returns form (included in your package) along with your returned item to enable us to identify you and process your return as quickly as possible.

      If this is not present, a written note with all your details will suffice!

      2. Reseal the package and ship back to us with the below address:

      Return Address:

      RE ONA Inc
      PO Box 188
      Pickering, ON

      L1V 2R4

      Please Note. All returned items must be sent through Canada Post. 

      We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us. 

      How long does a refund take?

      We aim to process all returns within 7 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail.

      All refunds will be processed through PayPal unless a payment was made via a credit/debit card, in which case your refund will be debited back to your card.

      Please note we do not contact a customer as soon as your item arrives back to us, but only once your refund / exchange has been issued 7 working days later.

      Can I get my shipping fees back?

      We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part.

      In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.

      I returned an item and it was incorrectly refunded or replaced.

      Please contact us at hello@reona.ca

      Am I still able to return my item if there is make-up or fake tan around the neckline?

      Unfortunately we're only able to accept returns back in the original condition they were received in.

      I have received a faulty item.

      We're really sorry if we've made a mistake with your order. Please send email us at hello@reona.ca so we can fix this for you right away.

      Do I have to pay for return postage?

      Unfortunately we're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post.

      If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

      Have you received my return?

      Please contact us at hello@reona.ca

      1) Do you have a size guide?

      Yes we do! Check out our Size Guide

      2) Do you re-stock sizes?

      If an item is out of stock we will do our best to re-stock it however this may not apply to all items.

      Be sure to submit your email address and size if you wish to be notified should a particular style be restocked.

      3) Do you wholesale?

      We currently do not wholesale our items so please be wary of our images being used falsely online as it has not been authorized by us

      4) How do I track my order?

      You can either enter your tracking number or order number into the Tracking Order Form

      Please note: tracking is only available once the order has been dispatched

      5) When will I receive my order?

      The timeline on when your order will arrive depends on your location. We will also send you email updates as your package makes its way to you!

      6) Can I cancel/modify my order once its been submitted?

      Since we do our best to ship packages as promptly as possible, we are unable to make any changes to your order once it has been successfully placed and processed.

      7) Are shipping fees refundable?

      We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part.

      In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.

      8) What is your return policy?

      Returned items must be received within 10 days of receipt for Canadian orders.

      For more information on our return policy for more details.

      9) Where do you ship to?

      Worldwide!

      10) How do I know which size to order?

      Getting the right size is important! Our size guide features a breakdown of measurments and also an image with information on how to measure three key areas, the Bust, Waist and Hips.

      11) How do I start a return?

      For return details please see Returns & Exchanges

      12) What payment methods do you accept?

      Mastercard, Visa, Paypal, Amex

      13) When will I be charged?

      Once we process the order. The timing on when you see the charges on your statement vary with all financial institutions. 

      14) How long after purchase can I make a return?

      Canadian Orders 
      Canadian orders must be returned within 10 days of receipt for exchange or refund 


      International Orders 
      International orders must be received within 14 days of receipt for exchange or credit ONLY

      15) Can I still return an item if there is make-up or any stains on it?

      Unfortunately we're only able to accept returns back in the immaculate condition they were received in and all tags must be attached

      16) What are my delivery options within Canada?

      Based on your province, shipping options may vary. Please see Delivery Information for more details

      17) How long does it take to process my order?

      We work very hard to process orders as soon as possible.

      Orders can take approximately 1-2 business days to be processed

      18) Can I order by phone?

      Unfortunately, we do not process any orders by phone. All orders must be placed directly on our online website

      19) I haven't received my package, what should I do?

      Should you not receive your package, please contact our team at hello@reona.ca to assist you in locating your order

      20) What shipping method is used?

      We ship our packages via Canada Post

      21) How can I contact RE ONA customer service?

      Email us! We love hearing from our customers!

      Our customer service team is available for questions and inquiries you may have via email Monday-Sunday, 8am-5pm EST.

      Please allow up to 24 hours for a response.

      Contact: hello@reona.ca

      (Please include information such as order number, first & last name, tracking number and email address - if applicable).

      22) Can I make changes to my order after it has been successfully placed?

      Since we do our best to ship packages as promptly as possible, we are unable to make any changes to your order once it has been successfully placed and processed.

      SIZE GUIDE

      Size Guide