Question 1

What currency are prices in?

Accepted Answer

All prices are in US dollars. Your bank converts at its own rate; we do not add a currency surcharge.

Question 2

Which payment methods do you accept?

Accepted Answer

Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay for retail orders. Trade orders can settle by bank transfer (TT) or letter of credit against a proforma invoice.

Question 3

Can I change or cancel an order?

Accepted Answer

Yes, within 12 hours of placing it, provided it has not entered packing. Email hello@origo.com.bd with your order number.

Question 4

Is my payment secure?

Accepted Answer

Payments are processed by our payment provider over an encrypted connection. Origo never sees or stores your full card number.

Question 5

Where do you ship from and to?

Accepted Answer

Everything ships from our packing house in Dhaka, Bangladesh, to more than 90 countries. Duties and taxes are calculated at checkout for the US, UK, EU, Australia, Canada, Japan, Singapore and the UAE.

Question 6

How long does delivery take?

Accepted Answer

Express air is 4–8 business days to most destinations. Standard is 9–16 business days. Handmade pieces that are out of stock are remade to order and add 2–3 weeks — the product page tells you before you buy.

Question 7

Is shipping free?

Accepted Answer

Retail orders over $150 ship free worldwide by standard service. Below that, shipping is calculated by weight at checkout, typically $12–$28.

Question 8

Do you ship large or fragile items?

Accepted Answer

Yes. Terracotta and glass are double-boxed with shredded jute void fill and shipped with a breakage guarantee — send a photo within 48 hours and we remake or refund.

Question 9

Why does my piece look different from the photograph?

Accepted Answer

Because a person made it. Terracotta colour depends on where the piece sat in a wood kiln; hyacinth tone depends on the month it was cut. Variation is the evidence, not the defect.

Question 10

Are your products food-safe?

Accepted Answer

Our terracotta, coconut, areca leaf and wooden tableware are food-safe by material rather than by coating. Nothing in the catalogue uses melamine, plastic laminate or PFAS non-stick.

Question 11

How do I care for natural fibres?

Accepted Answer

Keep jute, hyacinth and hogla dry between uses and spot clean only. Season terracotta before first use. Oil wooden pieces with food-grade oil every few months. Every product page carries specific care notes.

Question 12

Are the dyes natural?

Accepted Answer

Around 80% of our textiles use natural dyes — indigo, madder, turmeric, catechu. The remainder use low-impact reactive dyes where a colour is not achievable naturally, and we label which is which.

Question 13

What is your returns policy?

Accepted Answer

30 days from delivery for unused items in their original packaging. Email hello@origo.com.bd for a returns label; we refund to the original payment method within 5 business days of receipt.

Question 14

Who pays return shipping?

Accepted Answer

We do if the item arrived damaged, faulty or incorrect. For a change of mind, return shipping is the customer's cost.

Question 15

Can custom or personalised orders be returned?

Accepted Answer

Bespoke commissions and private-label production are not returnable, which is why we sample before production.

Question 16

What is the minimum order for wholesale?

Accepted Answer

25 units per SKU and 100 units per order. Trade pricing starts at 30% off retail and reaches 55% at container volume.

Question 17

Do you offer private label?

Accepted Answer

Yes — woven labels, custom hangtags and retail packaging from 250 units per SKU. See the wholesale page for terms.

Question 18

How long does a custom commission take?

Accepted Answer

Sampling is 10–18 days. Production is typically 3–6 weeks after sample approval, depending on craft and volume.

Frequently asked

Orders & payment

Shipping & delivery

Products & care

Returns

Wholesale & custom

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