FAQ – RE ONA

SIZE GUIDE

SIZE GUIDE
Our core collections are hand-made using a special double layered technique. This means we sew two layers of heavy-weight fabric together, resulting in a supportive, compression-like and seamless finish.

Read more about our fabric here.

Please note. If you are in between sizes, unsure of your size, or would prefer a slightly looser fit, we recommend sizing up.

Please contact us before making a purchase if you need help with sizing. 

XS S M L XL
US 0-2 4-6 8-10 10-12 12-14
UK/AUS 4-6 8-10 12-14 14-16 16-18
BUST
(cm)
(inch)
80-84cm
31.5”-33”
88-92cm
34.6-36.2”
96-100cm
37.8-39.4”
100-104cm
39.4-41”
104-109cm
41-43”
WAIST
(cm)
(inch)
60 – 64cm
23.6-25.2”
68-72cm
26.8-28.3”
76-80cm
30-31.5”
80-84cm
31.5-33”
84-89cm
33-35”
HIPS
(cm)
(inch)
88 – 92cm
34.6-36.2”
96-100cm
37.8-39.4”
104-108cm
41-42.5”
108-112cm
42.5-44”
112-117cm
44-46”

 

BRA BAND MEASUREMENT GUIDE

HOW TO MEASURE

  • Using a soft measuring tape, measure all around your rib cage, right under your bust.
    • Note. The measuring tape should be snug.
  • Round the measurement to the nearest whole number.
  • Add four if the measurement is even and add five if the number is odd.
    • For example, if you measured 34 inches, your band size would be 38; if you measured 27 inches, your band size would be 32.
Use the measurement guide below to find your bralette size.
30-31" 32-33" 34-35" 36-37" 38-39" 40-41"
A XS S M L XL
B XS S M L XL
C XS S M L XL
D XS S M L XL
DD S M L XL
DDD M L XL

PLACING AN ORDER

PROCESSING TIME

We try our best to process orders right away. Typically orders received are processed the next business day., however please note, our standard processing time is 1-3 business days. 

During busy sales periods (such as Restocks, New Collection Releases, Black Friday, Cyber Monday and Boxing Day) please allow 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. 

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.

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.  

DELAYS

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

SHIPPING

HOLIDAY SEASON

PROCESSING TIMES

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.


SHIPPING TIMES

During the holiday season, our shipping partners DHL and Canada Post/USPS may experience significant delivery delays due to increased parcel volumes.

US ORDERS

US ORDERS

Express shipping

Express shipping is sent via DHL Express, which takes between 1-2 business days. Shipping rate is calculated at checkout. 

Standard shipping

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.

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 & 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.

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.

RETURN POLICY

FINAL SALE/NON-RETURNABLE

Please note the following conditions are considered to be final sale.

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 RETURNS

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 ORDERS)

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. 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 ORDERS)

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.

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. 

GIFT CARD

DO YOU OFFER GIFT CARDS?

Yes, we do. Click here to view our gift card options.

FABRIC CARE

FABRIC CARE TIPS

We want your RE ONA garments to last you for a long time. Below are some tips to extend the life of your favorite pieces.

Spot wash- sometimes, it is not necessary to wash the entire garment. In cases where you may have a stain, spot wash the area with a stain remover. 

Hand wash- in the case when you need to wash the entire garment, hand-wash in cold or lukewarm water. This helps to reduce shrinking and fading. Remember to turn your garment inside out, and this will help to keep it looking newer.

Air Dry- while it may take longer, air drying allows your clothes to last longer and saves the cost of replacing them before their time.

The tips above extend your clothes' life and reduce carbon footprint and energy costs. Get more wear out of your clothes, often wear and for a long time. 

GENERAL FAQ

WHAT PAYMENT METHODS DO YOU ACCEPT?

Visa, Mastercard, Amex, Afterpay (US & Canadian customers only), Google Pay, Apple Pay, Sezzle (US & Canadian customers only)

AFTERPAY/SEZZLE

Want to split up your payments? Easy! Read more about how to split up your payments for Sezzle and Afterpay.

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.

Also, please note, once an order has been placed we are unable to apply any discount codes retroactively. 

ORIGINAL SHIPPING/RETURN SHIPPING FEES

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

US returns will be subject to a $10 return shipping fee, which will be deducted from your refund.