FAQ's
Frequently Asked Questions
What are your shipping and handling charges?
Free ground shipping for all orders over $5,000. Shipping costs are based on total order, not including tax and after all discounts. Shipping fees are based on per order and apply to all lower provinces (YT, NT & NU fees will be applied at time of shipping). Charges for special requests such as airfreight, Next Day Air, Federal Express, etc. are charged to your credit card. Price is determined at time of shipping based on final weight/volume of package.
| Order Total | Shipping Fee |
|---|---|
| $0 – $99 | $19.99 |
| $100 – $499 | $29.99 |
| $500 – $999 | $39.99 |
| $1,000 – $2,999 | $44.99 |
| $3,000 – $4,999 | $49.99 |
| $5,000+ | FREE |
Shipping Errors, Multiple and Partial Shipments
Customers are urged to confirm all shipments for shipping errors and damaged goods. Any errors or damaged goods must be reported within 2 weeks of receiving your shipment. Keep all original packaging and contact us immediately. Unless customers specifically request complete shipment, orders may be shipped in multiple and partial shipments.
Do you offer an Early Buy Discount?
At LAYLAS Canada, our list prices are the most competitive in the market. We recognize the value in volume business, so in addition to our competitive prices we offer volume discounts. To qualify for volume discount, orders must be placed at the same time. Locked-in discounts are based on original volume discount. Discounts apply to everything — costumes, dancewear and clearance. Order totals are not inclusive of tax, shipping, or handling. See your sales representative or call customer service for additional details.
Orders received on or before January 15, 2027:
| Spend | Discount | Savings |
|---|---|---|
| $15,000+ | 15% | $2,250+ |
| $10,000 – $14,999 | 10% | $1,000 – $1,500 |
| $7,500 – $9,999 | 8% | $600 – $800 |
| $5,000 – $7,499 | 5% | $250 – $375 |
| $2,500 – $4,999 | 3% | $75 – $150 |
Buy early and save all season when you order by January 15, 2027. Lock in your discount at any level for the season! Applies through May 31, 2027. Contact your sales rep or call Customer Service for details – 1-800-956-5128 or laylas@laylasdancecostumes.ca.
What is your return policy?
Order Changes: Orders may be changed or canceled within 1 week of placement or before first shipment, whichever comes first. For full style returns, contact customer service for authorization within 3 weeks of receiving the shipment.
Size Exchanges: Size exchange can be processed through our system or customer service within current season, based on inventory availability. No handling fee for size exchanges. Items must be in new condition with all packaging. A small fee will apply if the garment bag or hanger is missing, or if items are not returned in new condition as determined by our team. Exchanges are processed as new orders with standard production time. Refunds or credits are issued after returned items are received and inspected. If your item arrives damaged or incorrect, please contact Customer Service within 2 weeks of delivery so we can assist you with a replacement or resolution.
Return Instructions: Request a return authorization within 3 weeks of receiving your order. The return number must be clearly marked on the package, or it will be refused. Include all original packaging and accessories that came with the garment. Do not include optional or unrelated items unless approved.
How do I sign in? I don’t have a password.
There are no passwords. Click My Account (top right, or in the footer), enter the email on your studio account and we’ll send you a one-time sign-in code. Codes only give access when that email is linked to an active Laylas account.
Has my order shipped?
Log in to your account at the “My Account” link at the bottom of the page, find your order under “My Orders” on the left-hand side to check your order’s status.
When will my order ship?
If the item is not back ordered, it will take 48–72 hours to ship depending on the season. Backorder dates are provided on the order page.
My order never arrived.
Click the “My Account” link to track your order status. Be sure that all items in your order have shipped already. If your order displays package tracking numbers, check with the shipper to confirm delivery. If your packages show “delivered,” please contact customer service for assistance at 1-800-956-5128 or laylas@laylasdancecostumes.ca.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product at 1-800-956-5128 or laylas@laylasdancecostumes.ca.
How do I edit my account information?
Click the “My Account” link at the bottom of our site to edit your account information.
Do I have to pay sales tax?
Provincial sales tax is calculated on merchandise, shipping and handling fees for the shipment address. Sales tax exempt institutions and businesses must submit a Tax Exemption Certificate for the ship-to address with your order.
I have a question on my charges or need to print a copy of my invoice.
Click the “My Account” link at the bottom of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions, contact customer service at 1-800-956-5128 or laylas@laylasdancecostumes.ca.
When will my credit appear on my account?
Credits usually take 7–10 business days from the time we receive your item(s).
What are your payment methods?
We accept all major credit cards – MasterCard, Visa, Discover and American Express. Cheques should be made out to LAYLAS. We accept studio cheques, personal cheques, money orders and certified cheques. In addition to your bank charges, we charge $40.00 for all returned cheques. Credit cards are charged at time of order if not paying by cheque or deposit.
What are your payment options?
Full payment is required for orders under $1,500. Orders over $1,500 require full payment or a minimum of 30% deposit at time of order placement. All orders are non-refundable unless approved by customer service. Orders must be paid in full before shipping. Cheques must be received within 7–10 business days.
My product is missing parts.
Click the “My Account” link to track your order status. Be sure that all items in your order have shipped already. If your order displays package tracking numbers, check with the shipper to confirm delivery. If your packages show “delivered,” please contact customer service for assistance at 1-800-956-5128 or laylas@laylasdancecostumes.ca.
Do you accept Purchase Orders?
We welcome POs only from private schools, public schools, and after-school recreational departments. We accept POs with complete details, including ship-to, bill-to, contact information, email address, style numbers, shipping charges, prices and ship date. POs do not qualify for discounts or free shipping. POs qualify for 30-day dating after shipping.
How do I create an account?
Click Apply for an Account (in the footer or on the sign-in page) and complete the studio application. Enter your email address and other required information. Upon submission, your account will need to be pre-approved before activation. Once approved you will gain access to pricing and ordering as a member. Your information is never sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
Do you ship from Canada?
Yes, our warehouse is located in Toronto, Canada. No tariffs, duty, customs or currency exchange required.
How are your prices?
It is LAYLAS’ vision to provide the best value, at the best price. We value your business and strive to keep our prices low, and save you money! Contact us and we will show you how to improve your margins.
Distribution Policy
We value the integrity of our customers’ business and therefore we only sell to schools, businesses and special groups. We do not sell directly to the general public.
How do I use a coupon?
Add your items to your cart and click Check out. Enter your code in the Discount code box at checkout; Early Buy volume discounts are applied automatically.
How do I contact you?
Please contact customer service at 1-800-956-5128 or laylas@laylasdancecostumes.ca.