FAQ


Turnaround Time
 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!

Shipping
  • 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, items 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, 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)

Local Pickup

You can select to pickup your order during the checkout process. We are available for pickup Monday, Tuesday, Thursday and Friday from 11am- 6pm. Please reply to your confirmation email to schedule a pickup time. We are located at  5425 Rue de Bordeaux unit 403D. 

Modifications

    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.

    Style Modifications

    • 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 order final sale and will not be eligible for our alteration services
    • 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. 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

    • Unless there is a manufacturing error, we do not offer refunds or accept returns. 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.
    • 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 (due to the fluctuation of stretch garments). 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 
    • 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. 
    • 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 must arrive to us in the same condition they were received in. For sanitary reasons and our health safety, please wash and dry it before returning it. We will not accept a return/alteration on a damaged or unwashed peice, and your piece will be donated.

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

    Sale Items

    Sale items (discounted and ready-to-ship) 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. Read more here

    Ethics
    • Swimwear fabrics are sourced from deadstock, recycled nylon, and Canadian and American mills whenever possible
    • We buy from small, family- owned business.
    • All shipments are packaged in recycled/reusable/recyclable bags
    • We work in a highly energy efficient workspace
    • Employees are paid a very competitive wage and have more than average sick days, menstruation days, as well as full health benefits
    • 1% of total yearly sales are donated to these organizations
    • Lingerie is made of bamboo, a sustainable and eco-friendly material. These are just some of the reasons why we use bamboo:
      •  Softer than the softest cotton, bamboo fabric feels similar to silk
      • It has less shrinkage than cotton and does not pill.
      • 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
      • Bamboo clothing is naturally anti-microbial
      • Bamboo is grown without using pesticides or chemical fertilizers.
      • Bamboo fiber is 100% biodegradable
      • 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.  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.

    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. Lingerie (anything with straps) should be hand washed and hung to dry.
    • Bamboo has been washed and preshrunk

    Discretion
    • All our 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!