Frequently Asked Questions

Everything you need to know about shopping with Ondara Atelier. We currently serve customers in Canada and the United States, with a primary focus on women’s dresses.

Can’t find what you’re looking for? Email us at info@ondaraatelier.com and our customer service team will be happy to help.

About Ondara Atelier

What is Ondara Atelier?

Ondara Atelier is an independent online women’s fashion brand based in Ontario, Canada. Our current collection is focused primarily on women’s dresses, selected with an emphasis on modern silhouettes, wearable styling, and versatile designs.

Ondara Atelier operates exclusively online and does not currently have a physical retail store or showroom.

What does Ondara Atelier sell?

Our main focus is women’s dresses, including styles for everyday wear, evenings, events, vacations, celebrations, and other occasions.

Our assortment may evolve over time, but dresses remain the primary focus of the Ondara Atelier collection.

Do you have a physical store?

No. Ondara Atelier is currently an online-only retailer. All available products can be viewed and purchased directly through our website.

Ordering

How do I place an order?

Select the dress and size you would like, add the item to your cart, and follow the checkout instructions.

Once your order has been successfully placed, you will receive an order confirmation at the email address provided during checkout.

Can I change or cancel my order after placing it?

We begin processing orders shortly after they are received. If you need to request a change or cancellation, please contact info@ondaraatelier.com as soon as possible.

We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing or has been shipped.

How do I know my order was successfully placed?

You will receive an order confirmation email after checkout. If you do not see it, please check your spam or junk folder and confirm that the email address entered during checkout was correct.

If you still cannot locate your confirmation, contact us at info@ondaraatelier.com.

Sizing & Garment Care

How do I know which size to order?

Sizing may vary between dress styles, so we recommend reviewing the sizing information provided on the applicable product page before ordering.

If you are unsure which size may be most suitable, email info@ondaraatelier.com with your measurements and the size you normally wear, and we will be happy to provide additional guidance.

Do your dresses fit true to size?

Fit can vary depending on the design, fabric, and silhouette of each dress. Please review the product description and available sizing information for the specific item you are considering.

How should I care for my Ondara Atelier dress?

Please follow the care instructions shown on the garment label and, where provided, on the product page.

Care requirements may differ depending on the fabric and construction of each dress.

Shipping & Delivery

Where does Ondara Atelier ship?

We currently ship orders to customers throughout Canada and the United States.

Shipping options, costs, processing times, and estimated delivery times are displayed in our Shipping Policy and, where applicable, during checkout.

Where are orders fulfilled from?

Orders may be fulfilled through the distribution or fulfillment location assigned to the applicable product and destination.

Product country of origin and fulfillment location are not necessarily the same. Where relevant, product-specific information is provided on the applicable product page.

How long does shipping take?

Orders are generally processed within 1 business day, Monday through Friday, excluding holidays.

Estimated transit times depend on the shipping method and destination:

• Canada Standard Shipping: approximately 5-9 business days

• Canada Expedited Shipping: approximately 1–4 business days 

• United States: delivery estimates are shown at checkout based on the available shipping service

Delivery dates are estimates rather than guarantees and may be affected by carrier delays, weather, holidays, address issues, or other circumstances outside our reasonable control.

How much does shipping cost?

For orders shipped within Canada:

• Standard Shipping: $12.00

• Free Standard Shipping: available on qualifying orders of $150 CAD or more

• Expedited Shipping: $35.00

For United States orders, applicable shipping charges are displayed at checkout before you complete your purchase.

How do I track my order?

Once your order has shipped, tracking information will be sent to the email address associated with your order.

Please allow time for the carrier to activate and update the tracking information after shipment.

What should I do if tracking says my package was delivered but I cannot find it?

First, check around your delivery location, household members, building reception area, and any safe-drop locations used by the carrier.

If you still cannot locate your package, contact info@ondaraatelier.com with your order number and tracking information so we can assist you with the appropriate next steps.

Returns & Refunds

What is your return policy?

Eligible items may be returned when a return request is submitted within 15 days of the date the order is delivered.

Returned items must meet the eligibility requirements described in our full Return & Refund Policy, including being unworn, unused, unwashed, in original condition, and with required tags attached.

How do I request a return?

Email info@ondaraatelier.com within the applicable 15-day return period and include:

• Your full name

• Your order number

• The item or items you would like to return

• The reason for the return

After your request has been reviewed, we will provide the applicable return instructions.

Please do not send a return before receiving return instructions from us.

What if I receive a damaged, defective, or incorrect item?

Please contact info@ondaraatelier.com as soon as possible after receiving your order.

Include your order number, a description of the issue, and clear photographs where appropriate. We will review the information and provide the appropriate resolution in accordance with our Return & Refund Policy.

Do you offer exchanges?

If you would like a different size or style, please contact us for assistance.

Depending on availability and the circumstances of your order, you may be asked to return the original item and place a separate order for the replacement item.

Are any items non-returnable?

Certain products may be excluded from returns where specifically identified on the product page or in our Return & Refund Policy.

Items that do not meet the stated return eligibility requirements may also be refused.

How long do refunds take?

Once an approved return is received and inspected, we will process the applicable refund in accordance with our Return & Refund Policy.

After a refund is issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

Payment & Security

What payment methods do you accept?

Available payment methods are displayed during checkout and may include major credit cards and supported digital payment services.

The exact payment options available may vary depending on your location, device, and checkout configuration.

Is my payment information secure?

Our website uses encrypted connections to help protect information transmitted during checkout.

Payments are processed through our authorized payment service providers, and Ondara Atelier does not receive or store your complete payment card number.

When will I be charged?

Your selected payment method is generally charged when your order is successfully submitted, subject to the authorization and processing requirements of your payment provider.

Contact Us

How can I contact Ondara Atelier?

Store name: Ondara Atelier
Company name: Omneva Inc.
Warehouse Address: 111 Martin Ross Avenue, North York, ON M3J 2M1
Company Address: 18 King Street, Suite 1400, Toronto, ON M5C 1C4

Email: info@ondaraatelier.com
Phone number: +1 647-400-9966
We aim to respond to your inquiries within 24 hours.

Customer Service Hours
Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 11:00 – 16:00 (EST)
We aim to respond to your inquiries within 24 hours.