Shipping
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The delivery time is from 1 to 14 business days. For logistic reasons, we do not answer to questions about follow up on orders during the first 7 following days of the order. Please note that after a launch, these delays can be longer without any notice.
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Unfortunately, it is not possible to pause processing. However, you can contact directly the carrier to ask for specific delievery standards, such as with proof, in the backyard, in hands, etc.
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We do not offer Express delivery. Our normal delays are from 1 to 14 business days and it is not possible to garantee a precise delivery date in this time frame.
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No, every carrier is determined by our warehouse with specific criteria and we are not able to confirm these.
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Our warehouse is not adequatly arranged, so it is not possible to come for pick ups.
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It is possible that your trakcing number does not work within the first 2 business days if the carrier did not pick up your order yet.
After this delay, do not hesitate to contcat us at the following email: orders@oraki.ca to obtain more details.
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If you think your order has been lost or is the tracking order does not show any evolution during multiple days, please contact at orders@oraki.ca. The team will need your order number and your address to open a claim and a research for your order.
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The customer care team reserves a deadline up to 10 business days, starting at the opening of the claim, to follow up with you. If the order remains unfound, the team will discuss you with you the possible solutions for a compensation after the delays.
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When you order fails to be delivered, or if it stays at the distribution center for too long, it is possible that it will come back to our warehouse. If it happens, please contact us at orders@oraki.ca to ask for a new shipping of a refund. If you choose a second shipping, 10,00$ fees plus taxes may apply depending on the situation.
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The amount required for free delivery is for orders over 150$ before taxes.
If your order was of this amount before taxes, but you used a discount code, it may have lowered the amount enough for the delivery fees to apply, since discounts are added before taxes.
Since we do not ship any gift cards, their purchase is not included in the eligible amount for a free delivery.
Sizing
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Our sizing guide is available on our website. You can also find a video on the same page with models and their measurement. For more details, we suggest you to watch our Lives before every launch to know the fit of every pieces. If you still need help after this, you con contcat us at orders@oraki.ca with your measurement and a head-to-toe pic, and we will try our best to guide you. Please note that our suggestions are subjective and related to the foreseen comfort. ORAKI cannot be help responsible for the return fees, in case of a mistake in the choice of sizing.
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It is not possible to return or exchange any final sale item, without exception. The unauthorized return of these items will be refused and reshipped to your house, with a new fee of 10,00$ plus tax.
Sales
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We do not adjust prices on orders placed before a promotionnal period. Please confsult the Consumer Protection Act for more details about sales :
https://www.opc.gouv.qc.ca/commercant/pratique-commerce/prix-rabais/solde/.
The orders placed outside of this period are not admissibles to the reduced price.
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No, we do not adjust prices on orders before of after a sale. If you have any doubt on the size to order, please contact us at orders@oraki.ca and consult our sizing guide and videos.
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Every item on a 25% sale or more and gift cards are in final sale, at all times. You can consult our social medias for the list of reduced prices, few days in advance. Every item bought in physical events (festival, warehouse sale, etc.) are also in final sale, no matter the price.
Exchanges And Returns
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We do not offer exchanges on orders, since they are treated individually for logistic reasons. If you would like to change a size, a color or something else, you have to go through the return process to return us your item. After that, you have to place a new order on the website with the availabilities.
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The return procedure is described on the back page of your purchase order. You can also follow these steps: https://orakiyoga.returnscenter.com/.
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The complete delay of treatment for returns is from 10 to 14 business days, starting the day we receive the package at the warehouse. You can verify the delivery date with your tracking number (return guarantee: https://oraki.ca/en/pages/politique-de-remboursement). When the refund is completed, please plan a delay up to 10 business days for the refund to appear in your bank account.
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When your return form is completed and saved in the system, it is not possible to make any change.
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The refund is automatic according to your payment method. If you paid partially with a gift card, it will be refunded firt. Then, the remaining balance will be refunded on your original payment method. If you used 2 payments method, we can only refund the amount paid on each method, meaning that we cannot refund a higher amount on your credit card than the amount you actually paid for.
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You are responsible for return fees and they are not refundable. If you return improper items, we could charge you 10,00$ fees plus taxes to reship the items to your place, since the refund would be refused.
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When you choose the gift card as the refund method, you will receive a discount code for a free delivery on a next order, as soon as the return is processed. This discount does not expire.
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You can pair returns in one package. It is also possible to pair your return(s) with other people, only if every purchase orders are in the package.
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If there is a problem with your items, please contact us at orders@oraki.ca. We always need the order number and some photos of the situation. We ask you not to complete the return form in these cases, except on a contrary advice of customer care. Please wait for our indications before any other steps.
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You have up to 7 days after the receiving of your order to declare a manufacturing defect.
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You have up to 14 days after the receiving of your order to complete the return form. As soon as you have completed the form, please return the package to the carrier of your choice the following 7 days. We reserve the right to refuse a return that does not respect our policies or delays of return.
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It is not possible to return or exchange any item at a 25% discount or more, and/or with the mention "Final Sale". Every one of these items will be refused at the return center and will we reshiped, for a fee of 10,00$ plus taxes, without exception.
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Starting on November 13th 2023, all orders will be eligible for a return until January 12th 2024.
At this date, the normal return procedure will start again (14 days). The usual return conditions still apply during the Holiday policy (Terms and conditions of use, section 7)
Orders
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Because of the high number of orders, we do not offer modification. We do not remove or add any item, and we do not modify its size or color. We do not pair orders and we do not proceed to the refund of shipping fees for multiples orders. We can cancel the entire order if the process has not started yet. To do so, you have to contact us with your order number at orders@oraki.ca, and indicate the mention "CANCELATION" in the title. Please note that in 95% of the cases, we are not able to cancel orders, since the beginning of processing are fast.
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To cancel an order, please contact us at orders@oraki.ca as soon as possible and mention the order number. Please note that as soon as the processing has started, it is no longer possible to cancel. Our working hours are from 9AM to 5PM, from Monday to Friday, excepted on Holidays. We won't be able to intervene outside of these hours, no matter how quickly you contact us.
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We cannot intervene in the payment method of an order.
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We do not reserve any item. You have to go through the purchase process to place an order.
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You can buy a gift card by clicking on the tab "ALL PRODUCTS" in the website. Gift card are sent by email: we do not ship any plastic card. You cans imply print the card to offer it in a wish card, or you can transfer the email to the receiving person. Gift cards are final sale, at all times.
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No. The gift card can be used multiples times for the refund of a purchase or a return, if the balance allows it.
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Since they are sent by email, they are processed automatically and they should appear in your inbox in the following minutes after the purchase.
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Once they are processed, they can't be canceled. Since it is done automatically, it should be processed in the following seconds.
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We do not pair any orders for logistic reasons and we do not refund delivery fees.
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Every item on a 25% sale or more and gift cards are in final sale, at all times. You can consult our social medias for the list of reduced prices, few days in advance. Every item bought in physical events (festival, warehouse sale, etc.) are also in final sale, no matter the price.
Ecopoints
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You can claim your Ecopoints in your profile. A video is shared on our Instagram, under the "Brigade" bubble with crown.
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We do not pair profiles and accounts. We recommend you to use the same email address to place all your orders, so your Ecopoints will all go in the same account.
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Once an order placed, we do not intervene in the exchange of points. Discounts can only be activated before the order.
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Yes, your Ecopoints will be refunded. If some items remain in the order, we will offer a refund of the initial amount for the refunded items. If the entire order is refunded, we will give back the paid amount and we will give you back the Ecopoints used.
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We offer you 300 Ecopoints on your birthday! However, your birthday has to be manually registered in your account for 30 days or more.
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It is not possible to apply multiple discounts on the same order. However, you can use multiple gift cards, since they are considered like a payment method.
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We can modify the email address in your account, only if you haven't created the new account yet. If you have created a new account, we will no longer be able to do so. The simplest way is to contact us at orders@oraki.ca to ask for a change.
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The points do not go back in the account if they are not used. However, the discount is timeless, so you can keep it for later!
Information
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Please write us at orders@oraki.ca for any trouble or information. We are also available on social medias for some questions.
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Our response delay is from 2 to 3 working days and can vary depending on the volume. We answer to every email, by reveiving order.