Support, organised clearly.
Shipping, returns, sizing, payments, and order support — grouped by topic for faster answers..
Australia: 2–4 business days (standard) or 1–2 business days (express).
New Zealand: 3–6 business days.
USA, UK & most EU destinations: 4–9 business days via DHL Express.
Rest of world: 7–12 business days.
Orders placed before 12 PM AEST are typically dispatched same business day.
See Shipping for the full table.
All SOOMOM orders are dispatched from our Sydney warehouse in Belrose, NSW.
Orders are packed and shipped in-house, with most orders placed before 12 PM AEST leaving the same business day.
Free standard shipping applies to orders over $150 AUD Australia & $300 worldwide.
Below that threshold, shipping rates begin at:
- Australia: from $12 AUD
- International: from $40 AUD
Applicable duties and import taxes are calculated at checkout where supported.
Contact support as soon as possible with your order number.
If the order has not yet been packed or dispatched, we can usually update the delivery address. Once dispatched, address changes are no longer possible.
Sydney metro express orders placed before 12 PM AEST typically arrive the following business day.
Same-day delivery is not currently available.
Tracking information can take up to 24 hours to appear after dispatch.
If tracking remains inactive after seven business days, contact our support team and we’ll investigate directly with the carrier.
Returns are accepted within 30 days of delivery on eligible full-price items in original condition.
Custom kit, gift cards, and clearance items discounted over 40% are final sale.
Full details are available on the Returns & Exchanges page.
Full details on the Returns & Exchanges page.
Visit the Returns & Exchanges portal and enter your order number and email address.
The system guides you through item selection, label generation, and return lodgement.
Your first exchange is complimentary within Australia.
Replacement stock is reserved once the exchange request is submitted. Additional exchanges may incur return shipping costs.
Refunds are processed within five business days of the return arriving at our warehouse.
Once issued, bank processing times typically range from one to three business days.
Skip the return portal — email info@soomom.com with photos of the issue and your order number. We'll handle it under warranty, usually within five business days.
Every product page includes a detailed size guide with garment measurements and fit notes.
Most SOOMOM pieces are designed with a performance-oriented fit. Riders between sizes may prefer sizing up for a more relaxed feel.
Most jerseys use a Gendered fit platform.
Bibs, shorts, and chamois-equipped garments are developed separately for men and women, with fit and padding tailored accordingly.
Unisex specific products are clearly labelled throughout the site.
We work primarily with Italian technical fabrics from mills including MITI and Sitip, alongside premium elastic systems from suppliers such as Schoeller.
Fabric composition and performance specifications are listed on each product page.
Cold wash (30°C or below), delicate cycle, mild detergent, and line dry in shade.
Avoid fabric softeners and high heat.
Full care instructions are available on the Care Instructions. page.
Select “Notify Me” on the product page to receive a restock alert by email.
Where possible, restock timing is communicated in advance through email and social channels.
Yes — we run a custom kit program for clubs, teams and brands. Minimum quantities apply. Drop a note to teams@soomom.com and we'll send you the kit-builder portal and current lead times.
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, PayPal, and Afterpay (Australia).
All transactions are processed securely through Shopify Payments.
Yes. Payments are processed through PCI-compliant providers using encrypted checkout technology.
SOOMOM does not store full payment card details.
Card declines are commonly caused by billing mismatches, insufficient funds, or bank security restrictions.
If the issue persists, contact your bank before retrying the transaction.
Australian prices include GST. International orders are shipped DDP (Delivered Duty Paid) — duties and import taxes for your destination are calculated and collected at checkout, so nothing is owed on delivery.
No. Guest checkout is always available.
Creating an account allows faster access to order history, returns, and saved details.
Tracking information is emailed once the order is dispatched.
Logged-in customers can also view order status within their account dashboard.
Orders can usually be cancelled before dispatch.
Contact support immediately with your order number. Once shipped, standard returns procedures apply.
Use the “Forgot Password” link on the login page to request a password reset email.
If the email does not arrive, check your spam or promotions folder before contacting support.