Practical information
Frequently Asked Questions (FAQ)
Orders and Payment
What payment methods do you accept?
We accept credit cards (Visa, Mastercard), TWINT, PayPal, Apple Pay and Google Pay.
Can I modify or cancel my order?
Contact us at info@origenes.shop as quickly as possible. We will do our best to modify your order if it has not yet been dispatched.
Delivery
Which countries do you deliver to?
We currently deliver only to Switzerland (and Liechtenstein), from our warehouse in Villeneuve (Canton of Vaud).
What are the delivery charges?
Free delivery on orders over 25 CHF, throughout Switzerland.
Below 25 CHF: 4 CHF for parcels under 2 kg and 7 CHF for parcels of 2 kg and over.
Below 25 CHF: 4 CHF for parcels under 2 kg and 7 CHF for parcels of 2 kg and over.
What is the delivery time?
In-stock items are dispatched within 1 to 3 working days — we prepare orders in batches, several times a week; items marked pre-order ship on the date shown on their product page. Delivery then takes 1 to 3 working days via Swiss Post — you will receive a confirmation email with tracking number.
What is a pre-order?
Some items are marked pre-order: the house is making them, or they are on their way to us. You pay today and we ship from the date shown on the product page — currently between 2 and 15 September 2026 depending on the house. If your order mixes in-stock and pre-order items, we send everything together on the latest date. You get an email the moment the parcel leaves.
Can I cancel a pre-order?
Yes, at any time before it ships and without giving a reason: write to info@origenes.shop and we refund you in full to the same payment method.
Returns and Refunds
What is your returns policy?
You have 14 days after receipt to return an unopened product in its original packaging. Return costs are free (0 CHF) — we provide the return label.
How do I make a return?
Send us an email at info@origenes.shop with your order number and the reason for the return. We will send you a prepaid label.
Products
Why do some products disappear from the catalogue?
Our catalogue is a living thing. When a producer discontinues a line, or when a particular harvest is finished, we do not replace it with a generic product. We wait. Sometimes it comes back, sometimes it doesn't.
Are your products genuinely artisanal?
Yes. Each selected producer works by hand, in small volumes, and according to traditional methods. Real Conservera has been hand-canning sardines since 1920. La Chinata dries its pimentón over wood fire.
Are the products suitable for people with allergies?
Allergen information is provided on each product page. If in doubt, contact us before ordering.
Haven't found the answer to your question?
Write to us at info@origenes.shop and we will reply as soon as possible.
