Frequently Asked Questions
Collapsible content
Delivery
How long will it take?
We will despatch your order within 48hrs. Please click here chart for approximately time.
Where is my order shipped form?
All orders are shipped from our warehouse in Sydney, New South Wales, Australia.
How much is shipping cost?
We offer free shipping with in Australia and New Zealand when order over AUD $100. Under AUD$100, we charge a flat rate of AUD$10 shipping to Australia and New Zealand.
For the rest of countries, free shipping if you order over AUD $200. We charge a flat rate of AUD $30 for order under AUD$200.
Click here for more details.
Can I change my address after ordering?
If your order hasn’t been processed or despatched yet, please click here to contact us as soon as possible. We are happy to amend your address.
Return
What is your return policy?
All items can be returned for refund or exchange within 60 days since you purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Further information please check here.
How do I make a return?
Simply go to your account and print the return label. Attach it to your package and then drop it in the Australia Post office. Please check here for more details
How long will it take to make a refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. SOOMOM will normally take 3-7 working days to process your refund. However, it may depend on different credit card company to clear the refund back to your account. Please contact us if you have any issues to get the payment.
How do I exchange my items?
Please check here.
How can I pay the differences when I exchange my orders?
Soomom only offers our customers to exchange the same price. If you wish to exchange other items, please send it back to refund and place new order.
Do you have a crash replacement policy?
Please see our policy here.
Product
Do you have size guide?
Please go and check our size guide here.
What are care instruction of Soomom garments?
Please click here
Who can I contact to if I have other enquiries regarding product?
Please click here to contact us. We will process your enquiries within 24 hours.
The product is out of stock. When will it restock?
You can simply add the items as wishlist. We will inform you once we have more stocks coming.
Do you offer any custom products?
Yes we do. Please click here to contact us for more information.
Payment
What currency can I pay when make an order?
All items are priced in a base currency of AUD. Other currencies will be converted using the FX rate at the time of purchase, basing on the original AUD price.
What payment styles do you accept?
-Credit cards (Visa, MasterCard, American Express)
-Pay Pal
-Apple Pay
-Google Pay
-Soomom E-voucher
Will it incur any fees of duty and tax?
Soomom is not responsible for duties and taxes incurred. Please check with your local custom officer for extra rates.