60-day returns & exchanges on eligible items.
Start your return or exchange through our self-service returns portal in under three minutes. Eligible Australian full-price returns include free return shipping, and the first size exchange on an eligible full-price item is complimentary within Australia. Customers outside Australia are responsible for arranging and paying for return shipping to SOOMOM. Need help outside the portal? Our care team can assist manually. Our full Return and Refund Policy is set out below.
60 days
FROM DELIVERY
Free
AU FULL-PRICE RETURNS
5 days
BUSINESS DAYS TO PROCESS REFUNDS
Free
FIRST AU SIZE EXCHANGE
PORTAL BOX
Start in the portal
Enter your order number and email through our self-service returns portal. Eligible items linked to your order will appear automatically.
Select your items
Choose the products you'd like to return or exchange and select your preferred outcome. Need another size? Exchange requests are subject to stock availability.
Send your return
Eligible Australian full-price returns receive a prepaid return label by email. Sale and clearance returns, and returns from outside Australia, are sent at the customer's cost — we recommend a tracked service. Repack your items securely before sending.
Refund or exchange
Once your return has been received and inspected, we'll let you know the outcome. We aim to process approved refunds to your original payment method within five business days, and exchanges are dispatched once approved.
Find your order.
Your order number is on the confirmation email — it starts with SOM-.
Lost your order number? Get in touch — we'll look it up for you.
02Return and Refund Policy
Returns & Exchanges
We want you to be confident in your SOOMOM purchase. Eligible items may be returned or exchanged within 60 days of delivery.
Return Conditions
To be eligible for a return or exchange, items must be:
- Unworn and unwashed
- In their original condition
- Returned with all original tags attached
- Free from marks, odours, damage or signs of use
Garments may be tried on for fit but must not have been ridden in or washed.
We reserve the right to refuse a return where an item does not meet these conditions.
Full-Price Items
Eligible full-price items may be returned for a refund or exchanged within 60 days of delivery.
For customers in Australia, eligible full-price returns include free return shipping.
The first size exchange on an eligible full-price item is complimentary within Australia. Additional exchanges may incur return shipping costs.
Sale & Clearance Items
Sale and clearance items can't be refunded or exchanged, but eligible items can be returned for store credit, subject to the conditions above.
Return postage for sale and clearance items is the responsibility of the customer.
Items marked as final sale are not eligible for return or exchange unless the item is faulty or otherwise covered by your rights under Australian Consumer Law.
Custom & Personalised Products
Custom, club and personalised products cannot be returned or exchanged unless they are faulty.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law. SOOMOM gift cards do not expire.
International Returns
Customers outside Australia are responsible for arranging and paying for return shipping to SOOMOM.
We do not provide prepaid international return labels.
We recommend using a tracked shipping service when returning an item. SOOMOM is not responsible for return parcels that are lost or damaged in transit.
Products Purchased From Other Retailers
Products purchased from an authorised SOOMOM retail partner must be returned to the original retailer and are subject to that retailer's returns and exchange policy.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. We aim to process approved refunds within five business days of receiving your return.
Your bank or payment provider may require additional time for the funds to appear in your account.
Original shipping charges are not refundable unless required by law.
Exchanges
Eligible products may be exchanged for another available size or style.
Exchange requests are subject to stock availability. If your preferred replacement is unavailable, our team will contact you to discuss the available options.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us at info@soomom.com with your order number and photographs of the issue.
Please do not submit faulty products through the standard returns process unless instructed to do so by our team.
We will assess the item and provide an appropriate remedy in accordance with Australian Consumer Law.
Australian Consumer Law
Our returns policy is in addition to your rights under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Contact
For assistance with a return, exchange or refund, contact:
SOOMOM GROUP PTY LTD
ABN 33 631 689 408
Unit 3, 7/49 Frenchs Forest Road East
Frenchs Forest NSW 2086
Australia
Email: info@soomom.com
Start the return
Enter your order number and email below. We'll match you up and pull up the eligible items.
Pick the items
Select what you're returning and why. Need another size? Choose your replacement — exchanges are subject to stock availability.
Send your return
Eligible Australian full-price returns receive a prepaid return label by email. Sale and clearance returns, and returns from outside Australia, are sent at the customer's cost — we recommend a tracked service.
Refund or swap
Once your return has been received and inspected, we aim to process approved refunds within five business days. Exchanges are dispatched once your return is approved.
03Returns FAQ
How do I start a return?
The fastest way is through our self-service Returns Portal. Enter your order number and email to start a return, request an exchange or request a refund in just a few minutes. Eligible Australian full-price returns include a prepaid return label.
If your item is faulty or your situation falls outside the portal, contact our care team directly.
Can I exchange for a different size?
Yes — request a size exchange through the Returns Portal. The first size exchange on an eligible full-price item is complimentary within Australia, and exchanges are subject to stock availability. You can also choose a different colour or style.
My item arrived faulty — what now?
Skip the Returns Portal and contact our care team directly with your order number and photos of the issue. Faulty items are handled separately through our warranty process.
The rules, plainly stated.
Yes — returnable
- Unworn, in original conditionTags attached and no signs of riding, washing, or damage.
- Within 60 days of deliveryCounted from the carrier's delivery confirmation date.
- Tried on, not ridden inTry the fit at home first — just don't take it out on the bike.
No — not eligible
- Custom & club kitCustom, club and personalised pieces cannot be returned or exchanged unless faulty.
- Refunds on sale & clearance itemsSale and clearance items can't be refunded or exchanged, but eligible items can be returned for store credit.
- International returnsCustomers outside Australia must arrange and pay for their own return postage. Prepaid return labels and free return shipping are only available for eligible Australian full-price returns.
Your first AU size swap is on us.
Got the size wrong? Start an exchange through our Returns Portal. Your first size exchange on an eligible full-price item is complimentary within Australia. Additional exchanges may incur return shipping costs.
Exchanges are subject to stock availability. If your preferred size is unavailable, our team will contact you to discuss the available options.
Customers outside Australia are responsible for arranging and paying for their own return shipping to SOOMOM. We do not provide prepaid return labels for international returns.
We recommend using a tracked shipping service, as SOOMOM cannot be responsible for return parcels lost or damaged in transit.
International returns must still meet our standard return eligibility requirements and be returned within the 60-day return period.