RE ONA Gift Card

ORDER PROCESS 

All orders are processed and shipped from Toronto, Canada and are processed Monday- Friday (excluding stat holidays). Please allow 2-5 business days to process and pack your order before shipping. We 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. Please allow 24 hours for your tracking number & shipping label to update. 

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. 

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.  

USA ORDERS

Express shipping is sent via DHL Express, which takes between 1-2 business days. Standard shipping is sent via USPS, which takes between 3-5 business days. Complimentary shipping (for orders over $200), is shipped through USPS, which takes between 3-5 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.

TAXES AND DUTIES

RE ONA is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the customer. Orders that are designated for shipment to countries outside of Canada may be subject to local taxes, customs, duties, and import fees levied by the destination country. The recipient of the shipment is the importer of record in the destination country and is responsible for all import Fees. Regulations for import duties and taxes vary by country and we are unable to control these costs. Please do not refuse delivery. 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

We want you to love your purchased items, but understand that not all styles work out. We are happy to offer returns for store credit only.

If you would like to return an item, please email us within 14 days of delivery.

• We ask that you do your best when trying on items with care. Returned items must be unworn, unwashed, and free of makeup, deodorant, perfume, and smells.
• For bodysuits, a protective adhesive strip must still be attached (return of bodysuits without the protective adhesive strip will not be accepted).
• We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, be denied if deemed suspicious. 
• Outbound shipping fees from the original order are not refundable.
• Returned items deemed unsellable, soiled, damaged, or altered in any way may not be accepted and may be returned to the customer. RE ONA reserves the right to reject the return of goods that are not returned under our policy. 

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 cannot be price matched during sale periods. All items purchased during sales (Boxing day, Black Friday, Cyber Monday) and discounted items are final sale.

REQUEST A RETURN (US CUSTOMERS)

We offer returns for store credit only.

To return an item, please follow the steps below to request a return.

1. Contact us here or email us at info@reona.ca within 14 days of receiving your order.
2. Please enter the subject "Returns + Order #" and let us know what you would like to return and a brief reason (size issue, etc.). 
3. Once approved, you will be contacted and provided further instructions on the next steps.
4. A pre-paid UPS shipping label will be provided.

• A our store credit will deduct a USD 12.00 return shipping fee.
• Once we receive your item and confirm its original condition, we will issue a store credit and send you a confirmation email.

We allow up to 7 business days to ship the return package. Returns exceeding this timeframe will not be accepted and will be sent back. Please allow 7 business days for your return to be processed once it arrives at our warehouse. 

REQUEST A RETURN (CANADIAN CUSTOMERS) 

We offer returns for store credit only.

To return an item, please follow the steps below to request a return.

1. Contact us here or email us at info@reona.ca within 14 days of receiving your order.
2. Please enter the subject "Returns + Order #" and let us know what you would like to return and a brief reason (size issue, etc.). 
3. Once approved, you will be contacted and provided further instructions on the next steps.
4. A return address will be provided to you. Please 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 its original condition, we will issue a store credit and send you a confirmation email.

We allow up to 7 business days to ship the return package. Returns exceeding this timeframe will not be accepted and will be sent back. Please allow 7 business days for your return to be processed once it arrives at our warehouse. 

INTERNATIONAL RETURNS 

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. 

LATE RETURNS 

We cannot accept returns beyond the 14 days of your receipt, and anything sent to us after 14 days may be returned to you. Please note that we monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, be denied if deemed suspicious. 

ORIGINAL SHIPPING FEES

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

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