FAQ's
Frequently Asked Questions
What are your shipping and handling charges?
We offer free ground shipping for all orders over $1,500 within the 48 contiguous United States. Shipping costs are based on total order, not including tax and after all discounts. 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 | $14.99 |
| $100 – $499 | $19.99 |
| $500 – $1,499 | $29.99 |
| $1,500+ | 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 1 week 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 before the ship date.
What is your exchange and return policy?
Order Changes, Cancellations & Returns: Orders may be changed or canceled within 2 weeks 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.
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.
Do you offer early volume discounts?
At LAYLAS, 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 do not apply to clearance. Order totals are not inclusive of tax, shipping, or handling. See your sales representative or call customer service for additional details at 1-800-956-5128 or email laylas@laylasdancecostumes.ca.
Orders received on or before January 15, 2026:
| Spend | Receive | Save |
|---|---|---|
| $20,000+ | 20% | $4,000+ |
| $15,000 – $19,999 | 16% | $2,400 – $3,200 |
| $10,000 – $14,999 | 13% | $1,300 – $1,950 |
| $7,500 – $9,999 | 10% | $750 – $1,000 |
| $5,000 – $7,499 | 8% | $400 – $600 |
| $2,500 – $4,999 | 5% | $125 – $250 |
| $1,500 – $2,499 | 3% | $45 – $75 |
Buy early and save all season when you order by January 15, 2026. Lock in your discount at any level for the season! Applies through May 31, 2026.
I forgot my password.
Click the “My Account” link at the bottom of the page and follow the instructions on the page.
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 of the items in your order have shipped already. If your order displays package tracking numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered,” please contact customer service for assistance at 1-800-956-5128 or laylas@laylasdancecostumes.ca.
Order placement
Orders can be placed online or by calling our toll-free number. Order confirmations and shipment confirmations are sent via email. Keep your email up to date in our system by contacting your sales representative, customer service, or on our website. We urge you to review the confirmation email and contact our customer service department at 1-800-956-5128 with changes within 24 hours.
How do I edit my account information?
Click the “My Account” link at the bottom of our site to edit your account information.
Do you charge sales tax?
Sales tax exempt institutions and businesses must submit a Tax Exemption Certificate for the ship-to address with your order. State sales tax is calculated on merchandise, shipping and handling fees for the shipment address.
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.
Payment options
Full payment is required for orders under $1,000. Orders over $1,000 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. Checks must be received within 7–10 business days.
Payment methods
We accept all major credit cards – MasterCard, Visa, Discover and American Express. Checks should be made out to LAYLAS. We accept studio checks, personal checks, money orders and certified checks. In addition to your bank charges, we charge $40.00 for all returned checks.
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.
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 Create Account at the top of the website. 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 to Canada?
For all Canadian accounts please visit www.laylasdancecostumes.ca, call 1-800-956-5128, or email laylas@laylasdancecostumes.ca.
Do you ship to my country?
Please contact our customer service office at 1-800-956-5128 or email laylas@laylasdancecostumes.ca for details.
How do I use a coupon?
After adding items to your cart, click the “View Cart” link to view your cart. At the bottom of the shopping cart you’ll see a box where you may enter your coupon code.
How do I contact you?
Please contact customer service at 1-800-956-5128 or laylas@laylasdancecostumes.ca.