FAQ


Turnaround Time
Each piece is handmade specifically for you. We are a very small team, and our current wait period is 6-8 weeks. 

Shipping
  • We ship internationally. For a shipping quote, please add all your items to your cart to see the accurate shipping options. I do not have access to these estimates, as they are calculated automatically by Canada Post. Canada Post transfers your package to regular mail in the delivery country (such as USPS). Shipping times are below. 
  • Occasionally, items do get held or checked by customs, as is normal for international shipping. I can not be held responsible for these inconsistencies, and I 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, 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. 
  • Please note that untracked, uninsured shipping options like Small Packet are not eligible for refund or replacement in the event of loss or delay. 

Common Shipping Times
COVID-19 Update:
  • Due to the unreliable nature of untracked shipping, at the moment we are not offering untracked international shipping options. 
  • Shipping carriers can no longer guarantee the shipping estimates listed below. Please check with your local carrier for accurate wait times. 

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)

Modifications

Standard Sizes

  • Due to the intimate nature of our work, we do not accept returns simply for 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.
  • Standard sizes are not eligible for our alterations policy. 

Custom Sizing

  • Custom sizing is always free! Please select "Custom Size" when ordering and enter in 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, if you need it!

Style Modifications

  • We can offer some modifications to our styles! There may be added costs depending on what you’d like. Please know that any alterations to something other than sizing will make your order final sale and will not be eligible for our alteration services. Style modifications do mean that we can’t guarantee the fit of your order the way we can with the patterns we have developed.
  • Roomy Fit” - All bottoms can be made in a "roomy fit" for people with penises. In this case, the midsection is made wider than traditional “women’s” cuts, allowing a soft and comfortable fit in any of our swim and underwear bottoms. Please contact us before ordering so we can provide you with the appropriate information to add to your order for this sizing adjustment! Also, please note: A “roomy fit” will not add compression to a garment that doesn’t normally compress. Any order made with the “Roomy Fit” alteration is still eligible for our custom sizing alterations policy.

Returns

Fit Issues

  • Due to the customized and intimate nature of our work, we do not accept returns or exchanges due to a change of mind or if you have purchased the wrong size. 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. 
  • Any alterations to something other than sizing (ex. style modifications) will make your order final sale and will not be eligible for our alteration services. Style modifications mean that we can’t guarantee the fit of your order the way we can with the patterns we have developed. 
  • Custom sized orders are eligible for a free alteration if the fit is off by more than an inch. Each order that we ship is checked for accuracy to the measurements provided in your order. If you believe your piece is fitting incorrectly, please contact us at hello@origamicustoms.com within 7 days of receiving your order so we can work with you personally to discuss the issue and what options may be available to you. 
  • If we determine that an alteration is needed, we will pay for a tailor's bill to have the item altered within two months of delivery. In this case, please provide a quote from a tailor of your choice.
  • If we determine that an alteration is needed, you can also send custom orders back to us for alterations, paying the shipping in one direction.
  • Your return must be in the mail within 4 weeks of contacting us.
  • Please use Canada Post/ USPS (NOT FedEx, UPS, DHL, etc.)
  • Alterations and replacements are shipped with standard mail. If you wish to upgrade this, you can offer to pay the difference.
  • All returns and any damaged orders sent for repair must arrive to us in the same condition they were received in. For sanitary reasons and our health safety, if you have tried on your order, please wash and dry it according to the instructions on the tag before returning it to us. If we receive a return or a repair that is not in its original condition, we will get in contact with you to facilitate the return of your order. You will be responsible for the return shipping costs.

Damaged/Faulty Product

  • In the event of a faulty or damaged product, please contact us within 7 days to facilitate a replacement or refund.
  • Your return must be in the mail within 4 weeks of contacting us.
  • Please use Canada Post/ USPS (NOT FedEx, UPS, DHL, etc.)
  • Alterations and replacements are shipped with standard mail. If you wish to upgrade this, you can offer to pay the difference.
  • All returns and any damaged orders sent for repair must arrive to us in the same condition they were received in. For sanitary reasons and our health safety, if you have tried on your order, please wash and dry it according to the instructions on the tag before returning it to us. If we receive a return or a repair that is not in its original condition, it will be donated to those in need.

Sale Items

  • Sale items (discounted as well as sale pieces purchased through Instagram) are final sale.
Cancellation
We accept cancellation within one week of purchase

Who Makes Your Clothes?
We are a team of skilled sewers working out of a private studio in Montreal, Canada on unceded Tio'tia:ke land.
Ethics
  • Lingerie is made of bamboo, a sustainable and eco-friendly material (see below)
  • Swimwear fabrics are sourced from deadstock, recycled nylon, and Canadian mills. 
  • We buy from small, family- owned business.
  • Select swimwear fabric is 80% recycled content, and I will be phasing in more of these fabrics
  • All shipments are packaged in recycled/reusable/recyclable bags
  • We work in a highly energy efficient workspace
  • We buy materials and other items from other independent sellers and local craftspeople to support handmade in every aspect of my business
  • Employees are paid a very competitive wage 
  • 1% of total yearly sales are donated to these organizations

Lining and Padding
We offer a range of padding, lining and bra inserts that can be purchased separately or sewn into your order. See all the options here.

Why Bamboo?
Bamboo is a luxurious, eco-friendly and sustainable fabric. If you've never used it, you won't want anything else next to your skin! These are just some of the reasons why I use bamboo?
  •  Softness - Softer than the softest cotton, Bamboo fabric has a natural sheen to the surface and feels similar to silk or cashmere. It has less shrinkage than cotton and does not pill.
  • Regulates temperature- Bamboo is thermal regulating, anti-fungal, anti-static and will keep you cooler, drier, warmer and odor free. It wicks away moisture naturally, making it the perfect underwear layer
  • Protective and Hygienic - Bamboo clothing is naturally anti-microbial requiring no harmful chemicals.
  • Natural and Chemical-Free - Bamboo is grown without using pesticides or chemical fertilizers. Bamboo fiber is 100% biodegradable
  • Fewer Resources Used- It requires a very small amount of water used to grow and has extremely fast regeneration.   

Fabric Continuity

When you place an order, the fabrics may not be the same as previous orders. This applies especially to black swimwear fabrics. I choose to source fabric from deadstock or pre-made sources rather than ordering fabric to be made new for me. In this way, I reduce my ecological impact by using industry "waste" and not creating any new materials. I apologize that there may slight differences between orders with regards to tone, weight, shine, etc.

Garment Care
  • 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.  Lace, mesh, fringe, liquid lycra, strapping (as in harnesses, garters, strappy bras, etc) should be hand washed and hung to dry.
  • Fabrics have been prewashed in eco-friendly soaps to remove any chemical residue. Bamboo has been washed and dried to preshrink the fabric.

Allergens
Items are made in a space shared with a dog and may have been washed with scented detergent.

Discretion
  • All my transactions and delivery methods are confidential and discreet. Customs information is marked as "clothing" or with an order number.
  • Packages within Canada do not have a contents description. Packages have no outer branding besides the recipient and company name and address. 
  • Recipient name and address will be printed as they are entered in your order. Confirmation emails and SMS will be sent with the name used to create your account.

Tips

You may have noticed that we have a "tip" option in checkout. Where does that money go? On top of donating 1% of yearly profits, tips also get donated to community organizations each month. Please let us know if you would like to suggest an organization!