Customer Care

FAQ

What payment methods do you accept?

We accept Visa, Mastercard, American Express. We also accept Paypal for OCIN.CA only. Please note only one method of payment can be used per order.

Sales tax is calculated based on your province (Canada) and state (USA) shipping address of your order, as well as the item price.

In the case of promotional discount codes, only one code can be used at any time for each purchase.


What is your return policy?

Please note, all pre-orders and men's orders will ship out late September 2018. 

All unworn, unwashed full-priced items are eligible for a refund in the original form of payment, or exchange within 14 days of receipt of your order. The item(s) must be in its original and unused condition, with original hangtags attached and hygiene stickers still affixed to the garment. For health and safety reasons, if the hygiene label is removed or not properly attached, we will not be able to accept the return.

Returns within Canada will be provided a pre-paid shipping label through Canada Post to send back to us. For returns coming from the United States, please ensure you send the item(s) back using a trackable service.

International orders are a final sale and are not eligible for a return or exchange.

Beauty Products and accessories are a final sale and cannot be returned or exchanged. 

For exchanges within North America, we ask our customers place a new order for the alternate item(s) that you want, and then follow the return process for your original purchase. We do not offer regular exchanges at this time.

For more on our return policy and steps to process a return, please see our Return Policy.

 

Where do you ship?

Please note, all pre-orders and men's orders will ship out late September 2018. 

We ship Worldwide to Canada, The United States, and International (some countries are unavailable at this time)

For a list of countries that we ship to, please see below: 

Australia, Austria, Belgium, Brazil, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Gibraltar, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malyasia, Malta, Netherlands, New Zealand, Poland, Portugal, Russia, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, United States.

 

How long does it take to process orders?

Please note, all pre-orders and men's orders will ship out late September 2018. 

Please allow 48 hours to process orders prior to being shipped out.

Please allow additional time for processing orders placed on weekends and over the holidays.


What are your shipping costs and what carrier do you use for shipping?

All orders over $250 are eligible for free shipping within Canada and the United States. For orders under $250, please see below.

Canada: Canada Post Standard Expedited Service (trackable), 2-9 business days $12

United States: USPS First Class Service (trackable), 2-4 business days $15

International: USPS International Tracked, 4-21 business days $30

Important note: We do not require a signature to deliver the order. We strongly suggest shipping your order to an address where there will be someone available to receive the shipment. We are not responsible for lost, damaged or stolen items. 

For more information on shipping costs and duties and taxes please see Shipping.

 

How do I track my order?

Please note, all pre-orders and men's orders will ship out late September 2018. 

An email confirmation will be sent once your order has shipped along with tracking information. You can also check for the status of your order by logging into your member's profile if you chose to set one up during purchase.

 

How else do I connect with your team if I have other questions?

Please feel free to connect with us at customercare@ocin.co for any questions related to your order or shopping online. For any other inquiries or feedback, please write to us at hello@ocin.co.