FAQ

The current wait period is 4-6 weeks, before shipping. This is because we are a small team, and each piece is handmade specifically for you. Make sure you're signed up for our mailing list to get notified when this changes!

Custom sized items do not take longer to produce than standard sized items.

We ship internationally. For a shipping quote, please add all your items to your cart to see the accurate shipping options. Canada Post transfers your package to regular mail in the delivery country (such as USPS). Shipping times are below. 

Occasionally, orders do get held or checked by customs, as is normal for international shipping. We can not be held responsible for these inconsistencies, and we appreciate your understanding.

Custom and duties fees are not included in our pricing and are the sole responsibility of the buyer.

If a package is not picked up, the address provided to us is incorrect, or the duty is not paid and it is returned to us, we will ask you to cover re-shipping fees if you wish to have it re-sent. Please do so within eight weeks of us contacting you. Otherwise, your order will be donated to those in need. 

Orders will be shipped to the exact address provided at checkout, using the shipping method that has been paid for.

Once an order has been shipped, we no longer have any control over where or when it will arrive. If you’re having issues with delivery, please reach out so we can contact the postal service to open an investigation.

Canada

Expedited Parcel: 1-8 business days (tracked)

Xpresspost: 1-4 business days (tracked and insured)

Priority: 1-4 business days (tracked and insured)

United States

Tracked Packet: 4-8 business days (tracked)

Expedited Parcel: 4-8 business days (tracked and insured)

Xpresspost: 2-4 business days (tracked, insured, delivery confirmation, signature required)

International

Tracked Packet: 6-11 business days (tracked)

Xpresspost International: 4-8 business days (tracked and insured)

At checkout you can choose to pick up your order instead of having it shipped. Generally, we are available for pickups on Monday, Tuesday, Thursday and Friday from 11am - 6pm. You’ll receive an email once your order is ready to be picked up. Please reply to the confirmation email to schedule a pickup time. We are located at 5425 Rue de Bordeaux.

Do not select local pickup if you are not going to be available to pick up your order in Montreal when it is ready! If you’re unable to pick it up, we will ask you to cover the shipping fees. Please do so within eight weeks of us contacting you. Otherwise, your order will be donated to those in need.

We always suggest ordering your items custom sized rather than selecting a standard size. Custom sizing is always free! You can select "Free Custom Size" when adding an item to your cart and enter your measurements in the box provided so we can make your order specifically tailored to you! Please see our Fit Guide for help on how to take your measurements.

Standard sized items are not eligible for our alterations policy. If you would like your item in a standard size, please refer to our size chart for more information.

We can offer some modifications to our styles, which may come with added costs. Please note that any alterations to something other than sizing will make your item final sale and will not be eligible for our alteration services. Style modifications mean that we can’t guarantee the fit of your item the way we can with the patterns we have developed.

If you have specific accessibility needs, please reach out so we can do what we can to make your item work for you!

We aren’t currently offering custom projects for new designs and styles, and we are not taking requests for discontinued items.

We do not accept returns due to a change of mind or if you have purchased the wrong standard size, so please choose carefully. Our unique size chart is posted and it is the buyer's responsibility to check their measurements and message us with any questions BEFORE purchasing.

Only custom sized items are eligible for our alterations policy. Custom sized items are eligible for a free alteration if the fit is off by more than an inch (due to the fluctuation of stretch garments). Each item that we ship is checked for accuracy to the measurements provided in your order.

If you believe there is a manufacturing error, please reach out to us within 7 days of receiving your order so we can investigate! If we determine an alteration is necessary, we will ask that you send the item back to us to make the adjustment.

Any modifications to an item other than sizing (ex. style modifications) will make it final sale and will not be eligible for our alteration services.

All returns must arrive to us in the same condition they were received in. For sanitary reasons and our health safety, if you have worn your item, please wash and dry it before returning it. We will not accept a return/alteration on a damaged or unwashed piece, and your piece will be donated.

Sale and Ready to Ship items are final sale.

Items received through Point of Pride or other community programs are exempt from exchanges or returns.

We accept cancellations within one week of purchase.

When you place an order, the fabrics may not be the same as previous orders. We choose to source fabric from deadstock or pre-made sources rather than ordering fabric to be made new for me. In this way, We reduce our ecological impact by using industry "waste" and not creating any new materials. We apologize that there may be slight differences between orders.

For all fabrics, wash in cold water and hang to dry. For swimwear, rinse in fresh water after every use and dry flat in the shade. Lingerie (anything with straps) should be hand washed and hung to dry.

Bamboo has been washed and preshrunk.

Read more about our fabrics here.

All our transactions and delivery methods are confidential and discreet.

For legal purposes, the name “Origami Customs” and address of our company will be on the shipping label, but there are no external logos. There will also be the recipient’s information, with your name provided at checkout for the shipping and your postal address. This can be changed if it might be an issue.

Orders outside of Canada will have a customs box listing the contents of your package. It will read as follows: The word "clothing" and the value. It will not list what specific type of clothing is in the order. Packages within Canada do not have a contents description

Confirmation emails and SMS will be sent with the name used to create your account.

All our orders are shipped in soft mailers made of recycled plastic. They’re either black or green.

Origami Customs is a sustainable clothing brand. Being an ethical and sustainable fashion brand means that we are focused on the common good, instead of just profits. It means that we see ourselves as part of an ecosystem, where we can have a positive impact. It means that we are committed to choosing the most ethical solution, every time. And It means that we will constantly be growing and striving to do even better.

We are partnered with Point of Pride to offer free gaffs to trans people who are facing barriers via their Free Transfemme Shapewear Program. It is open to anyone in the world.

1% of total yearly sales plus donations every month are made to vital organizations in the community.

We’ve partnered with many organizations across North America to get necessary, affirming products to people with limited access.

We use hyperlocal manufacturing - everything is designed and sewn in Tiohtiá:ke/Montreal by a small team and a partner co-op (no sweatshops here!)

We use sustainable fabrics and manufacturing practices, ensuring minimal wastage and shipping. Fabrics are often chosen for their closed-loop manufacturing, or regenerative qualities.

By making items to your measurements, for free, we increase the lifespan of your garments, keeping more waste from the landfill.

We proudly offer a discount if you are a sex worker or Black, Indigenous, or a Person of Colour. Please message us for your coupon.

Read more about our ethics here.

For more information on our gusset options, you can find our guide here.

You can find more information on choosing a gaff here, and you can find more information on choosing a binder here.