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We stand behind our goods and services and want you to be satisfied with them. We'll always do our best to take care of customers—our philosophy is to deal with you fairly and reasonably; we hope you will be fair and reasonable with us as well.

RETURNS

 

We want you to love what you ordered! To be eligible for a refund to the original form of payment, Items purchased with us must be returned within 10 days of delivery. This is how it works:

RETURN POLICY

The following criteria must be met to be eligible for an exchange or refund

  • You may return or exchange new, undamaged and unworn items within 30 days of delivery.
  • The items must be unworn and returned in their original product packaging with all their tags attached.
  • We do not accept returns on closeout items.
  • Items returned must be free of marks or scents.
  • We accept returns on most of our products, however due to health and sanitation concerns, we are not able to accept returns of bras and underwear, nor can we accept opened or handled hosiery.
  • We recommend using a traceable shipping method with delivery confirmation.
  • Item(s) must be accompanied by a copy of the sales order.
  • If a refund is denied based on the above criteria, a representative will call and/or return the item to you as soon as possible.

NON-ELIGIBLE ITEMS

Clearance items are final sales and can't avail of our return policy. For hygiene purposes items in the following conditions won’t be accepted:

  • Worn
  • Damaged
  • Dirty
  • Not in its original package
  • Marks or scent

These items are non-refundable and non-exchangeable:

  • Bras
  • Underwears
  • Opened Hosiery

GENERAL RETURN & EXCHANGE INFORMATION

TRYING ON: Items returned must be free of marks or scents. If you are unsure about a products sizing, we kindly recommend that you do not wear perfume or deodorant when trying on your purchase to avoid leaving marks or scents. We reserve the right to refuse returns on items that appear to have been worn. If you received damaged items or incorrectly shipped items as a result of our error, please contact us and we will arrange for the shipment to be returned to us at our cost. If the return is not a result of our error, you are responsible for the shipping costs to return the item to us. If you got your order with free or reduced shipping charges, a $10.00 processing fee will be applied to your refund.

CLEARANCE ITEMS: Clearance items are Final Sale and cannot be returned or exchanged.

WAREHOUSE PICKUP RETURNS/EXCHANGES: The 30 day period begins the day the order is ready for pick up. If a return is requested when a customer comes to pick up the order we will issue it within 10 business days for the pick up day. For exchanges, please note that while we will exchange an item's size for you on site, we will not search the site for you to find a different style. If you wish to exchange the costume you ordered for a different style you will have to have the Item number and size ready for us when you come to pick it up.

INELIGIBLE ITEMS: If an item arrive to the warehouse but is not eligible for return or exchange based on the above criteria, the item will only be returned to the customer if they authorize us to charge their credit card for the applicable return fees. If no authorization is given to send it back, the item will be held for 30 days until it is disposed of.

A NOTE ABOUT STYLES: Styles [colors and fabrics] are subject to change without notice due to the manufacturer's production. These changes, no matter how slight, are sadly beyond our control. We do our best to catch these issues before they arise, however, the manufacturers do not always notify us of these variations. We take great care to reflect any changes in the website descriptions and images as soon as we become aware of them. If you notice any discrepancies before we do, please let us know so we can change our descriptions and photos to provide a better experience for all of our customers. We apologize for any inconvenience this may cause and we thank you for your understanding.

My items are in mint condition. What now?

To process a return, just print a copy of your original sales order and include a short message about the reason for the return. Securely package the items you are returning and send it with the shipper of your choice. Please label your package clearly and send it via a prepaid method to:

  • Oya Bodywear Inc.
  • 4710 St-Ambroise, Suite 119
  • Montréal, QC H4C2C7

PROCESSING TIME: Note that Returns are normally processed within 10 business days of receiving them. Please, take into account the time your package takes to reach us before following up on a return. (See Blackout Period for Returns during the month of October).

Once we've processed your return, you will receive a confirmation email and we will return the fund to the original method of payment.

We do not accept C.O.D. deliveries. Once we receive the items returned, and inspect it, we will reimburse you the cost less a 10% restocking charge. There is no handling charge on exchange. Any return received with missing items, or without original packaging will not be credited. Any item that has been worn, used or altered will not be credited. Refunds are for the cost of the merchandise only and do not include initial or return shipping charges.

You should expect to receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

For US customers, please send the package back to us only through the post office and write on the declaration: Return to sender.

RETURN SHIPPING CHARGES: We will NOT refund the initial shipping charges. We will refund the cost of the item(s) to the original payment method. However, if 3 or more items are returned, we will charge a 15% handling fee. If your initial order qualified for free shipping, but no longer does after the return, $10.95 will be deducted from the amount you will be reimbursed to cover the shipping fees.

EXCHANGES

 

We hope that items that you will enjoy the items that you ordered from us and that they will fit perfectly, but sometimes they don’t. We recognize this can happen and will gladly exchange most merchandise. You may exchange new, undamaged and unworn items within 30 days of delivery. The items must be unworn and returned in their original product packaging with all their tags attached. Look at the "return" Section above regarding item eligibility. The same applies for exchanges. You have 2 options on how to process an exchange.

We will share the return shipping charge on the replacement order. If your new order is less than $79.95, the regular rate for Ground shipping is $10.95 which we’ll pay half of ($5.50). No need to contact us, we will add $5.50 to your refund. For new orders above $79.95, shipping fees will be waved.

To exchange an costume you have two options:

1 QUICK EXCHANGE

  • Quick Exchanges are processed as a separate order and a return. If you want to get your replacement items as soon as possible:
  • Place a new order on our site with the sizes you need.
  • Follow Return process and include the Sales order number of the replacement order you placed.
  • This way we'll know to add our share of the shipping fees ($5.50) to your reimbursement to cover the shipping fees.
  • Unfortunately initial shipping fees and return shipping costs are not refundable, but we will credit you $4.99 towards the shipping costs. There are no restocking fees or handling charges for a Quick Exchange.

2 NO RUSH EXCHANGE

  • If you are willing to wait a little longer or want to process the exchange as a single transaction:
  • simply send the items back to us with a list the items you want to exchange on your original sales order and we will process the exchange once we receive it.
  • Your replacement costume will be shipped once we've processed your return. Please note that this may take several business days.
  • There are no restocking fees or handling charge on Regular Exchanges either.
  • Unfortunately initial shipping fees and return shipping costs are not refundable, but we will credit you $4.99 towards the shipping costs. There are no restocking fees or handling charges for a Regular Exchange Option.
  • You will be charged $5.50 for the reshipment to the credit card on file or through PayPal. Please Note that it is possible that the size you need may no longer be available by the time we process the return.

DEFECT OR ERROR

 

If you have received the wrong product or a defective item here's what you need to do:

  • Please immediately send an email to defect@oyacostumes.com providing us with a description of the problem and a picture of the defective and/or damaged item.
  • We will reply to you within one business day.
  • We will replace defective items with an identical item (same design and size) and send it to you via the same shipping method as the original order.
  • You need to contact us within 10 days of receiving your shipment to avail of our defect policy protection,
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