General
What is your sizing like?
Most of our clothing sizes are in centimeters for height. Please see our sizing chart here for more information.
We do our best to provide you with as much detail as possible on our product pages. Please check out our 'How it fits' section on each product description for more information.
What is your price match policy?
Please note that price adjustments are not available for orders placed prior to a promotion. Discount codes are valid only during their specified promotional periods.
Shipping & Returns
Where do you ship?
We ship to most North American locations from Canada. If you're unable to check out with your address, we unfortunately do not ship to your region.
We also ship internationally! Please note that all shipping costs and duties are covered by the customer. We recognize these can be steep and we're actively working on finding a provider that can offer more reasonable rates. In the meantime, the prices shown at checkout reflect the exact cost to ship to you, duties and VAT included.
What is your exchange policy?
We do not offer exchanges at this time. To begin a return, please contact us at hello@oorinoa.com. You're welcome to re-purchase in a different size at any time.
What is your return policy?
We offer a 14-day return policy for store credit on North American orders only.
- Return shipping costs are the responsibility of the customer. We strongly recommend using tracked shipping — we cannot issue store credit for items we do not receive.
- US orders: An additional 35% service fee (based on the returned product amount) will be invoiced before your return is processed. This covers duties and taxes incurred on cross-border returns. If the actual duties and taxes are less than the 35% fee, we will refund the difference as store credit or to your original payment method, depending on the order amount and items being returned.
- International orders: All international orders are final sale. We are unfortunately unable to accommodate returns or exchanges.
- All returned items must be unwashed, unworn, and undamaged (no stains, animal fur, or makeup), with all original tags attached.
- Items purchased on sale or with a promotional code are final sale and not eligible for return or store credit.
Once returned items are received and inspected, your store credit will be processed. Oori Noa is not liable for returns that are lost in transit.
Can I cancel my order?
We're unable to make changes or cancellations once an order is placed. Please review your order carefully before completing your purchase.
When will I receive my order?
All orders are processed within 5 business days. Once shipped, you'll receive a confirmation email with your tracking number.
- Canada: Delivery typically takes 1–7 business days after your tracking information updates, depending on your location.
- USA: Most orders ship via Canada Post and are handed off to USPS after clearing customs. US Customs inspection can take 1–7 business days (sometimes longer, this is not within our control), after which delivery is typically 2–5 business days. You can enter your tracking number into USPS's tracking system here for further information and details about your tracking once your order has shipped.
- International: We ship primarily via DHL and have seen delivery times of 2–5 business days once your order has shipped.
Why isn't my tracking page updating?
Once your shipping label is created, your order is scheduled for carrier pickup within 1-2 busines days. Tracking updates may take an additional 2–5 business days to appear—this is normal and can be due to a missed scan at pickup or carrier processing delays.
I entered the wrong shipping address or forgot my apartment number, and my package is being returned to sender. What happens next?
Once the package is returned to our warehouse, we'll contact you to resolve the issue. Additional shipping charges will be invoiced to re-ship your order.
Customs & Duties
I'm based in Canada. Are duties and taxes included in my purchase?
Yes. Applicable provincial taxes are included in your purchase. There are no additional duties or taxes charged on orders within Canada.
I'm based in the USA. Are duties and taxes included in my purchase?
Yes. Duties are charged at checkout (roughly 10% of your order amount) and you will not be charged additional duties to receive your package.
If you're able to check out without duties included in your final bill, please note that you may be required to pay additional duties in order to receive your package.
I'm ordering from outside North America. Are duties and taxes included in my purchase?
Import duties and taxes vary by country. If these fees were not paid at checkout (whether because prepayment wasn't available for your destination, you opted not to prepay, or for any other reason) please note the following:
- Any duties and taxes shown at checkout are estimates only and may differ from the actual amount charged by the carrier, customs broker, or local authority. The final amount may be higher than the estimate. Based on our experience, international customers have not been required to pay additional amounts after purchasing with duties and VATs paid in advance.
- You are fully responsible for paying all applicable duties and taxes directly to the appropriate authority. Oori Noa is not responsible or liable for any such charges.
If you fail to pay the required duties or taxes and the liability falls on Oori Noa, the carrier, or any third party, those amounts may be deducted from any refund or other amounts owed to you.
Orders & Processing
I placed two separate orders. Can they be combined into one shipment?
Unfortunately, we're unable to combine separate orders into a single shipment.
My order arrived damaged—what do I do?
We're so sorry to hear this! As damaged packages are the responsibility of the shipping provider, we ask that you start by submitting a claim with them directly.
Then, please email us at hello@oorinoa.com with your order number, photos of the damaged packaging, and photos of the damaged items. We'll simultaneously open a case on our end and do our best to work with you toward the best resolution possible.
An item is missing from my order. What do I do?
Please email us at hello@oorinoa.com with your order number and photos of everything that was included in your package. We'll review and reach out to make it right.