Frequently Asked Questions


Standard delivery is one to 14 business days. Due to logistics, we do not respond to tracking requests in the seven (7) days following the order. Please note that delivery times may be longer after launches.
No, all carriers are determined by our warehouse.
Your tracking number might not be available within the first 24 hours if the carrier has not yet picked up your package at the warehouse. After 24 hours, please do not hesitate to contact us at for more details.


Sizing charts are available on our website. A video explaining how to choose your size is also available at For new collections, we make charts available on our social media one or two days in advance. Clothing is measured flat. If you are having trouble selecting your size, please do not hesitate to email us with your measurements and a photo of you shoeless at We always try to provide the best possible advice. However, this advice is always subjective and relative to the desired style and comfort. ORAKI cannot be held responsible for refunding the costs for returns in the event of an incorrect sizing suggestion.


No. We do not offer price adjustments for orders placed outside of the promotional period. Please see the Office de la protection du consommateur site [text available in French only] for more information on discounts:
No. We do not offer price adjustments for orders placed outside the promotional period. If you have any sizing questions, write to us at or on social media or consult our guides (charts and video).
All items that are 25% off or more are final sale, at all times. They cannot be exchanged or returned. Our social media has the list of discounts before they come into effect.


Due to high order volume, we have not accepted exchanges since January 11, 2022. Each transaction is processed individually. If you want to change size or colour, you must place a new order with the items you want and follow the usual return request process for the items you do not want. Any request for return that does not qualify as a defect must follow the regular return process.


The return process is explained on the back of your packing slip. You can also follow the instructions on our returns page :
The full return processing time is 10 to 14 business days from the time your package is received at the warehouse. Once the refund is made, please expect 48 to 72 hours to receive your refund.
Once your request is recorded in the system, you can no longer change the refund method.
Refunds are automatically issued in the original payment method. If you paid with a gift card, the refund will be made to it and the remaining balance will be returned to your credit card. If two different payment methods were used at checkout, we can only refund the amount initially paid with each payment method, except for credit card payments. In that case, we can refund the entire amount on the credit card.
You are responsible for paying shipping costs for returns and they are non-refundable.
You may combine the returns in a single bag. Make sure that you have the packing slips with the order and return numbers associated with each item.
Please contact us at for any problem with your items. We have a policy on this matter and all damaged items returned without a declaration of defect may be refused. Please do not complete a return request in these situations, unless otherwise instructed by customer service.
Manufacturing defects must be declared within seven (7) days of receiving the order.
You have 14 days to make a return request. This 14-day period begins the day that you receive your package. We also ask you to send your return as soon as possible after filling out the request, because we reserve the right to refuse a return that does not adhere to our policy.


Due to high order volume, we cannot change orders, i.e., no removal, addition or size change. However, we can cancel an order in full if it has not been processed. Please write to us right away at so we can try to cancel it. Please note that orders are processed quickly and that 95% of the time we are unable to cancel orders.
You can buy a gift card in a set amount here : Gift cards are sent by email. You can gift the digital version or print it and slip it into a greeting card. We do not produce or send plastic gift cards by mail.
We cannot intervene in the payment of a recorded order.
We do not reserve or set aside items. You must place an order on the website.
No. Gift cards can be used several times for refunds and can be used multiple times if the balance permits.
Gift cards are processed automatically by our system. Once the order is processed, you will receive the gift card code within minutes.
Gift cards cannot be cancelled once they have been processed.
We cannot combine orders for logistical reasons and we do not refund delivery fees.


You can claim your discounts in your Brigade account to use them. An explanatory video is on our Instagram page, in the Prog Loyauté highlight (the bubble with a crown).
We cannot combine two client accounts. We recommend using the same email address to make purchases so points are earned in the same place.
Once the order is finalized, we cannot intervene in the points exchange system. Discounts can be applied only at the time of purchase.
Yes, your Ecopoints will be refunded, unless they were exchanged for free shipping.
We give you 300 Ecopoints on your birthday! However, your birth date must be entered in your Brigade account at least 30 days in advance.


Please write to customer service at with any problems or information requests. We are also available to answer your questions on social media.
Response time is two to three business days and can vary depending on site traffic. During launches, this time frame may be slightly longer. We answer all emails in order of receipt.

Commandes au Canada

Dès la réception de votre commande, nous vous ferons parvenir un courriel confirmant la transaction. Votre commande sera expédiée par Postes Canada ou Dicom de 1 à 5 jours ouvrables après son traitement dans notre entrepôt.

**ATTENTION ** En période de lancement, veuillez prévoir un délais de 10 à 14 jours pour le traitement de vos commandes.

Nous sommes heureux d’offrir la livraison gratuite au Canada pour toutes les commandes de plus de 150 $ CA. Pour les commandes de moins de 150 $, nous offrons un tarif de livraison fixe de 7 $ partout au Canada.

Livraison internationale

Nous livrons dans le monde entier et essayons de vous offrir les meilleurs tarifs de livraison possible. Dès la réception de votre commande, nous vous ferons parvenir un courriel confirmant la transaction. Votre commande devrait arriver dans un délai de 7 à 10 jours ouvrables, mais selon votre emplacement, la livraison pourrait prendre jusqu’à 2 à 3 semaines. Les commandes internationales seront expédiées par Postes Canada ou Dicom moyennant des frais de 25 $.