We offer a hassle-free 60-day return window for eligible items. If you’re not completely satisfied with your purchase, you can request a refund within 60 days of your order date.
Refund Eligibility
1. Full-price items only:
Refunds are available for full-price items purchased directly from our online store.
2. New condition:
Items must be unused, in new condition, and returned in their original packaging.
3. Exclusions:
• Sale items, discounted products, and gift cards are not eligible for refunds.
• These items can be returned for store credit only.
Australia Returns & Exchanges
We offer free returns and exchanges within Australia. Follow the steps below to return or swap your item:
- Return or Exchange Process
- Submit Your Request
Visit our [Return Portal] and follow the steps to request a return or exchange. You'll need your order number and email to log in. - Pack Your Item
Place the item(s) in their original condition and packaging. - Label & Drop Off
After completing the return request, you’ll receive a pre-paid return label. Print it, attach it to your parcel, and drop it off at your nearest Australia Post location. - Refund or Exchange
Once we receive your item, we’ll process your refund or exchange within 10 business days.
International Returns Policy
We currently do not offer direct exchanges. If you’d like a different size or colour, please return the original item and place a new order.
- Return Process
- Submit Your Return
Visit our [Return Portal] and complete your return request. Be sure to include your order number and reason for return. - Send It Back
Ship your return to the address below using any carrier of your choice.(Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.)
Warehouse Address:
Unit 5, 9 Narabang Way, Belrose NSW 2085 Australia - Receive Refund/Store Credit
Once we receive your return, we’ll issue a refund/store credit within 5 business days. You can then place a new order for your preferred item.
Archive & Promotional Sales
Please note the following terms for items purchased during archive or promotional sales:
- Return shipping is not covered.
Customers are responsible for all return shipping costs, as pre-paid labels are not provided for discounted items. - No refunds.
Returns on archive or promotional items are not eligible for a refund. - Store credit or exchange only.
You may return an item for store credit, or exchange it for another size or product (subject to availability). - Standard return conditions apply.
All returned items must be unworn, unwashed, and returned with original tags and packaging.
BoXing Day SaleS Terms and Conditions
- Discount Code Restrictions.
During blackout dates, all discount/ambassador codes will be subject to restrictions. - Refund Policy.
Store credit will be provided for future purchases. - Exchange Policy.
All purchased items are exchangeable. Customers are responsible for covering freight charges related to exchange requests.
Please kindly send your parcel back to U5/9 Narabang Way, Belrose NSW 2085 Australia for exchange/refund.
Refunds
- Once your return is received and inspected, you’ll receive an email notification confirming whether your refund has been approved or rejected.
If approved, your refund will be processed within 7 business days. The credit will be applied to your original method of payment. Please note, it may take up to 10 business days for the refund to appear on your statement, depending on your bank or card provider. - Waiting on a Refund?
If you haven’t received your refund yet:
1. Recheck your bank account or credit card statement.
2. Contact your credit card company — it may take some time for the refund to be officially posted.
3. Contact your bank, as processing times can vary.
Still no luck? Reach out to us at info@soomom.com and we’ll help sort it out.