FAQ
Frequently Asked Questions
Membership Policy-related
You can receive various benefits when you sign up for membership.
• We will give you 1 point as a sign-up bonus.
• Points are accumulated according to the order amount, and the accumulated points can be used as cash.
• Special events and promotional benefits are given priority to members.
• You can receive the latest news and special benefits through newsletters.
• It is easy to change member’s information and it is automatically entered when ordering, so the ordering process becomes simple.
• You can check your purchase history easily.
• You can purchase as a non-member, but point accumulation and promotional benefits are not provided.
• Please sign up for membership so that you can receive special benefits such as point accumulation and event promotions.
• You can sign up by clicking the ‘Log in > Sign up’ button at the top of our website.
• Personal information will be safely protected and cannot be accessed except by limited administrators.
• You can change your information directly in ‘My Account’ after logging in.
• You can directly edit and modify information except for your email (ID).
• If you edit the information and click the ‘Submit’ button, it will be reflected immediately.
• Please make sure to enter your correct contact information and address for smooth ordering and delivery.
• Click ‘Lost Password?’ on the login page
• Enter your ID or email address, then a link to reset your password will be sent to your email.
• Open the password reset guide email, reset your password, and log in again using the changed password.
Please use only one account.
If the same person is found to have used multiple accounts to gain or obtain unfair profits, the duplicate account will be deleted by the administrator, and you will be restricted from using our website.
All membership levels and points of the deleted account will be gone, and transfer or recovery is not possible, so we ask that you voluntarily organize (cancel membership) duplicate accounts.
• If you do not log in for more than 1 year, you will be converted to a dormant member.
• If you do not log in for more than 2 years, your membership will be automatically cancelled.
Even if you are converted to a dormant member, if you log in again, you will be automatically converted to a regular member.
You can withdraw directly from 'My Account > Membership Withdrawal'.
When you withdraw, your accumulated points will be canceled and you will no longer be able to use the membership benefits.
You can sign up again at any time if you wish.
SOOM will classify you as a problem customer and restrict your use of our website and provision of benefits if you engage in the following problematic behaviors.
Examples of problem behaviors
• Preemptive acquisition of products for resale and high-price resale
• Attempts to gain or obtain unfair profits by using multiple accounts
• Verbal abuse, threats, and unreasonable demands during inquiries
Management measures
• If you are classified as a problem customer, your use of the website, purchase of products, and membership benefits will be restricted, and you will not be able to re-register.
SOOM will do our best to provide a fair and pleasant shopping experience to all customers.
• 1 point will be provided when you sign up as a new member. (1Point=1 dollar)
• 1% of the payment amount (excluding shipping costs) will be accumulated when you order.
• Even if you use the same account, points are accumulated individually depending on the language setting and cannot be combined.
• Points are accumulated in the ‘Order Complete’ status.
• Accumulated points can be used like cash when they reach 1 point or more, and the validity period is 12 months.
• Points are automatically canceled when the validity period expires and cannot be refunded in cash.
• Points cannot be used when paying for layaway payments.
• Point accumulation and use may be restricted when ordering discounted products, event products, or using discount coupons.
• A congratulatory email will be sent when signing up for membership.
• A guidance email will be sent when converting to a dormant member.
• Email notifications will be sent in the order confirmation > payment confirmation > product shipment stages when ordering a product.
• A cancellation notification email will be sent when canceling an order.
Product-related
SOOM dolls are made in various skin colors, and slight color differences may occur during the handwork process.
SOOM has introduced a color digitizer to collect a large amount of color data during the urethane coloring process, and has established a standardized color system based on this. Through this, we are striving to optimize color balance and minimize color differences.
To compare various skin colors, please refer to the 'Skin Color Guide'.
Go to Skin Color Guide
Due to the nature of the resin material, fine spots, bubbles, color differences, and marbling may occur. This is not a defect and is not subject to exchange or refund.
Parting lines and gate (seam) marks are natural phenomena that cannot be helped during the manufacturing process.
You can remove them yourself, and the tools required for this can be purchased in the 'Tools' product category.
Go to Tools
Please refer to the doll size guide.
The doll size figures are measured based on the human body including the basic head, and some errors may occur depending on the measuring tool, method, and parts, so please use them for reference only.
Go to Doll Size Guide
SOOM silicone eyes are high-quality products completed through extensive research and strict quality control, and express the doll's gaze more vividly. High elasticity and adhesion ensures the eyeballs are stably installed in the doll's position, and you can create a natural and clear gaze from any angle. It is also durable, resistant to scratches and dust, and maintains a smooth surface to keep it clean for a long time.
When not in use, please store it in a dedicated case to prevent damage, and if it gets dusty, you can gently wipe it with a wet tissue. SOOM eyes are resistant to temperature changes and can be easily removed even when oil remains, making them very convenient to maintain.
Please complete a lively gaze with SOOM silicone eyes that will make the doll's details stand out even more.
Go to SOOM silicone eyes
SOOM doll faceup is done by skilled artists by handwork, so there may be slight differences between each doll. Also, depending on the screen settings of your PC or smartphone, the actual color may differ from the product photo. These differences are not subject to modification or rework, so please note this and order carefully.
Face-up : This is a process that adds personality and charm to the doll's face, and includes various details such as eyeliner, eye shadow, blush, and lipstick. The color may fade or become damaged over time or with use, and partial correction or reworking may be required in case of damage.
Body Blushing : This is a process that expresses the doll's body in a more three-dimensional and realistic way, and provides luxurious details along with the anti-yellowing effect. However, the paint on the joints may peel off during use, so it is not recommended for those who are sensitive to damage.
SOOM dolls are produced according to the basic configuration and selectable options introduced with the product photos. Please understand that additions or changes to other options are not provided.
Most SOOM dolls can only be ordered for a certain limited period, and when orders are closed, the status changes to sold-out and you can no longer purchase them. Please understand in advance that sold-out dolls will not be re-released with the same specifications.
However, some sold-out dolls may be re-released in limited quantities due to special events, and such events will be announced through newsletters and SNS, so please subscribe to SOOM's newsletter and official SNS channels.
Subscribe to SOOM Newsletter
Use and Care
To maintain the natural beauty of SOOM dolls for a long time, please refer to the guidelines below.
1.Preventing Exposure to Sunlight
Dolls are made of polyurethane material, so if exposed to sunlight for a long time, they may yellow. To prevent this, use UV coating or create a storage environment that avoids direct sunlight.
2.Preventing Color Transfer
Dark and dark-colored clothes, especially denim, may transfer color to the surface of the doll. Avoid wearing the same clothes for a long time, and if possible, wear light-colored innerwear. If color transfer occurs, carefully wipe it off with a soft cotton pad soaked in thinner or acetone.
3.Faceup and Body Blushing Care
Faceup and body blushing can naturally discolor or become damaged over time. To slow this down as much as possible, keep the doll surface clean and use a face cap to protect the makeup when storing. Also, be careful not to press or fold the eyelashes.
4.Prevent Scratches and Damage
Frequently moving the doll or contacting hard objects can cause scratches on the body blushing. When storing, use a soft cloth or cushion to protect it. If the blushing is damaged, you can remove it with a brush or soft cloth using thinner. Please work safely in a well-ventilated area.
SOOM dolls can maintain their beauty and quality for a long time with careful management. Please store and manage your dolls safely, and if you have any additional questions, please contact our customer service center at any time.
If the doll is difficult to stand on its own, please refer to the ‘Online Owner’s Guide’. Standing on its own may be unstable if the floor is not flat or the elastic string is too loose or tight. For safe independence, we recommend using a stand, and avoid standing in high places.
Go to the Online Owner’s Guide
The elastic string of the doll may loosen over time. If you need to adjust the elastic string or reassemble the doll, please refer to the instructions below.
Adjusting the elastic string
1. Maintaining even tension
• Adjust the elastic string knot so that it is located in the exact center of the doll.
• If the knot is tilted to one side, the tension may be uneven and stability may decrease.
2. Maintaining appropriate tension
• If the elastic string is too tight, there is a risk of damage to the connection of each part.
• If it is loose, disassemble the elastic string, cut it to the desired length, and reassemble it.
3. Adjustment tips
• If you cut the elastic string short and reassemble it, be careful to place the knot in the exact center.
• For the appropriate length of the elastic string, refer to ‘Customer Support > User Manual > Elastic String and S-Hook Size Guide’.
Go to the Elastic String and S-Hook Size Guide
Assembling the upper body
a. Cut the elastic string (string 1) to the appropriate length.
b. Pass the knot through both shoulder holes so that it is located inside the torso.
c. Pass the string through the upper arm, peanut joint, lower arm, and wrist joint in that order, and then secure it to the foot part hook.
d. Assemble the other side in the same way.
Connecting the upper and lower body
a. Fold the elastic string (string 2) in half, pass the center through the neck hole, and secure it with an S-hook.
b. Pass both ends of the elastic string through the upper and lower torso, and then through one leg hole each.
c. Pass the string through the upper leg, lower leg, and ankle joint in that order, and then secure it to the foot part ring.
d. Connect the other side in the same way.
Caution
• If the elastic string is too loose or tight, the doll's stability may decrease, so please adjust it to an appropriate tension.
• Please do not pull the elastic string suddenly or adjust it strongly during work.
• Since the assembly method may differ slightly depending on the model, please refer to the Owner's Guide and video for detailed assembly work.
If you have any difficulties with assembly, please contact the customer center. We will do our best to help you.
Parting lines and gate marks that occur during the doll manufacturing process can be removed by yourself. Please refer to the methods and precautions below to work safely.
Removal method
• Use a cutter, art knife, or router (power tool) to clean up the marks.
• Smoothen the surface with soft sandpaper.
Precautions
• Please wear protective glasses and work gloves when working to prevent the risk of foreign substances and safety accidents caused by sharp tools.
• We do not recommend sanding dolls with dark skin colors (tan, gray, etc.) as sanding may cause surface color differences.
1. Maintaining Cleanliness
• If the eyeball is dusty or oily, gently wipe it with a soft wet tissue to keep it clean.
• When storing, it is recommended to use a dedicated case to prevent contamination and damage.
2. Shock and Scratch Resistant and Maintain High Gloss
• Silicone eyes are more scratch resistant than regular eyes due to their soft nature, but please avoid strong impacts or contact with sharp objects.
• To maintain a high-gloss surface, be careful of physical damage and external factors, and handle the eyeball gently and carefully.
3. Chemical Caution
• Silicone generally does not react to chemicals such as thinners, coating agents, and acetone, but please avoid long-term exposure.
• For safe management, we recommend using a solvent with properties similar to water or a soft cloth.
4. Temperature and Sunlight Management
• Silicone eyeballs are durable enough to withstand temperatures from -50°C to 1000°C, but long-term exposure to direct sunlight may affect the quality.
• Please store in a cool, dry environment to optimize the condition of the eyeball.
Silicone eyes can maintain high quality and natural gaze for a long time through proper management and storage. Please protect from impact or chemicals, and maintain the best condition through regular cleaning and proper storage habits.
1. Washing
• Eyelash Removal : Before washing, gently remove the eyelashes by soaking them in lukewarm water.
• Faceup and Body Blushing Washing : For the areas where enamel used, use enamel remover, and carefully wipe off the remaining face up and body blushing with diluted modeling thinner.
• Head Washing : Instead of soaking in the solution, carefully wipe with a soft tool such as cotton or cotton swab.
2. Precautions when using chemicals
• Use appropriate solvents : Please do not use industrial thinners, and always use modeling thinner or urethane remover.
• Usage time limit : Chemicals can damage the urethane surface, so please limit washing within 10 minutes.
• Whitening and color fading : Be careful when using chemicals on dark-colored dolls, as whitening or color fading may occur.
3. Working environment
• Ventilation required : Work in a well-ventilated space, and always wear a mask.
• Safety rules : Do not use chemicals in places where there is a risk of fire or where children can reach.
4. Contamination cleaning
• For simple contamination cleaning, not face-up or body blushing removal, please gently wipe with a wet tissue or magic block(melamine sponge) soaked in water.
• After cleaning, completely dry the metal parts to prevent rust and mold.
Face-up and body blushing cleaning requires a careful approach, and should be minimized damage by selecting appropriate chemicals and cleaning methods. All results that occur during cleaning are inevitable due to the material characteristics of the doll, so please consider this when working.
When piercing a doll, careful work is required. Please carefully follow the following steps to avoid damaging the doll's surface.
1. Preparation : Prepare a pencil and a pin (drill bit, 0.5~1mm in diameter).
2. Marking the location : Mark the exact location of the piercing with a pencil on the earlobe.
3. Using the pin : After fixing the pin to the point, gently turn the earlobe to make a hole. Be careful not to apply excessive force when working, and turn it alternately left and right to make the hole smoothly.
Order and Payment
SOOM supports most credit card payments, and supports VISA, MasterCard, JCB, Amex, and UnionPay for overseas customers.
1. Select the desired option and quantity and add it to the shopping cart.
2. Click the shopping cart icon to proceed with payment.
3. Check the order details and select the shipping method.
4. Enter the shipping address and select 'Credit Card' in the payment method.
5. Enter the card information and click the 'Next' button.
6. Confirm after completing the payment.
Precautions
• If the country of access and the country of issuance of the credit card do not match, the card company may suspect that the lost or stolen card is being used overseas and may not approve the payment.
• If you have any problems with payment, please contact the customer center at any time.
PayPal is a payment system widely used around the world that supports reliable and safe financial transactions.
It supports various overseas currencies and you can conveniently pay with a credit card or debit card.
However, PayPal is a payment service for overseas customers and does not support Korean customers.
1. Select the desired option and quantity and add it to the shopping cart.
2. Click the shopping cart icon to proceed with payment.
3. Check the order details and select the shipping method.
4. Enter the shipping address and select ‘PayPal’ as the payment method.
5. Proceed with payment
• Enter your PayPal account information and log in.
• Check the payment method and click the ‘Pay now’ button.
6. Check the payment completion details.
Note
• If you are not a PayPal member, you can use it after signing up for membership on the official website paypal.com.
• According to PayPal's service policy, Korean customers cannot make payments, so it cannot be used by domestic customers.
• Starting from July 25, 2023, an additional fee of 1.5% of the order amount will be charged when using PayPal.
• According to PayPal's policy, a fee (4.4% + $0.3 USD) will be charged for refunds, so please order carefully.
• The amount may differ depending on exchange rate fluctuations during payment and refund.
• If you have any payment-related issues, please refer to PayPal help and contact SOOM Customer Center.
Go to PayPal Help
Alipay is an electronic payment service widely used in the great China region, supporting safe and fast Chinese Yuan (CNY) payments.
1. Select the desired options and quantity and add them to your cart.
2. Click the cart icon to proceed with payment.
3. Check the order details and select a shipping method.
4. Enter the shipping address and select AliPay as the payment method.
5. Proceed with payment
• PC : Enter your account information and password, agree to the terms and conditions, and click the 'Next (下一步)' button > Confirm the payment amount and complete payment
• Mobile app : Scan the QR code to complete payment
6. Check the payment completion details.
Notes
• If you are not an Alipay member, you can use it after signing up for membership on the Alipay official website.
• According to Alipay service policy, Korean customers cannot make payments, so Korean customers cannot use it.
• Available only in China and certified regions (excluding Taiwan and Hong Kong).
• Product prices on the SOOM Chinese website are displayed in USD, but payments are made in CNY (Chinese Yuan).
• The amount may differ during payment and refund depending on exchange rate fluctuations.
• If you encounter any payment-related issues, please refer to Alipay Help and contact SOOM Customer Service.
Go to Alipay Help
SOOM offers the following interest-free installment benefits to help ease your budget.
Applicable Conditions
• Layaway payments available for total orders of 300 USD or more (including shipping costs
Installment Period and Number of Payments
• Up to 3 installments (3 months) available for purchases of 300 USD or more
• Up to 4 installments (4 months) available for purchases of 600 USD or more
Payment Method
• The installment amount must be divided equally into monthly installments and paid by the specified date each month.
Example) When ordering 300 USD in 3-month installments on January 31
1st payment deadline : Pay 100 USD by January 31 (the day of order)
2nd payment deadline: Pay 100 USD by February 28
3rd payment deadline: 100 USD by March 31
Note : If any of the following applies, the order will be automatically canceled.
• If the 1st installment is not paid within 24 hours of ordering
• If the 1st payment amount is insufficient or less than 25% of the total amount
• If the payment due date has passed or the payment amount is insufficient
SOOM limits the layaway period to 60-90 days to provide the doll you ordered in the best condition to customers. Please understand that the period has been inevitably limited due to the difficulty of long-term storage.
You can order as a non-member without registering as a member.
We recommend registering as a member to accumulate points and receive member benefits. If you sign up for membership after ordering as a non-member, you will not be able to retrieve your previous non-member order history.
Non-members can check their order status by entering their order number, email, and password in the ‘Non-member Order Track’ menu at the bottom of the website.
Go to Non-member Order Track
If you pay using a payment method supported by SOOM website (credit card, PayPal, Alipay, etc.), the order status will be automatically updated in real time.
If you pay using a payment method not supported by SOOM website (bank transfer, direct transfer, etc.), the administrator will manually check it, and it will take 2-3 business days for confirmation.
The order status may be displayed as ‘Payment Processing’ even though the deposit has been completed for the following reasons.
• Payment confirmation takes approximately 2 business days.
• Confirmation is difficult if the payment amount and order amount do not match.
• Confirmation is difficult if the payer and orderer name are different.
If the order status does not change after 4 business days from the payment, please ask us with the order number, payer name, payment date, and payment amount information through the customer center and we will help you.
If the order status changes, such as order, payment, or product shipment, we will send you an email, and you can also check the order status directly on the website.
Members : After logging in, you can check the order status, invoice number, and invoice in ‘My Account > Order Status’.
Non-members : You can check in the ‘Non-member Order Track’ menu at the bottom of the website.
Order status information
• Order Waiting : Waiting for payment confirmation (order incomplete)
• Layaway Payment Waiting : Waiting for the first payment (order incomplete)
• Checking Payment : When selecting a bank transfer payment, it takes up to 2 business days to confirm the payment (order incomplete)
• Payment Completed : Payment has been completed normally (order success)
• Layaway Progressing : Layaway payment is being processed normally (order success)
• Order Preparing : The product is being prepared after full payment has been confirmed without any outstanding balance (order success)
• Shipping : The product has been shipped and the tracking number has been provided
• Delivery delay : The product shipment is being delayed
• Delivery complete : The product has been delivered to the buyer
• Order complete : The transaction has been completed and points have been accumulated
• Canceled : The order has been canceled at the customer's request
• Refunded : The refund request has been completed
• Failure : The user has stopped the transaction or the card company or payment company has not approved the payment
You must request a change in order detail or an option addition through the customer center during the order period.
Once the order period ends, material purchase and production will begin, so order changes are not possible. We ask for your understanding.
Most SOOM products are handmade products that are individually produced according to customer orders, making cancellations difficult.
Please order carefully as cancellations and refunds will be processed as follows depending on the cancellation request situation.
General Products
• Before shipping : Cancellation is possible and a full refund will be given.
• After shipping : Shipping and return costs will be paid by the customer.
Make to order Products
• Before payment: You can cancel directly from ‘My Account > Order Cancellation’ after logging in.
• Cancellation request within 24 hours of payment : Cancellation is possible and a full refund will be given.
• Cancellation request after 24 hours of payment : We will refund after deducting 25% of the total order amount (excluding shipping costs) as a inventory costs and payment cancellation and remittance fees.
Please note that your order may be automatically canceled if any of the following applies.
• If the first layaway payment is not confirmed within 24 hours of ordering
• If the first layaway payment amount is insufficient or less than 25% of the total
• If the payment deadline has passed or the payment amount is insufficient
Note
Cancellation fees and bank transfer fees from the payment company may be incurred, and these will be processed at the customer's expense.
Cancellation and refunds take approximately 3-5 business days.
The payment amount and refund amount may differ slightly depending on the exchange rate.
The domestic and international sales prices of SOOM dolls may differ for the following reasons.
• VAT(Value Added Tax) : According to Korean law, VAT (10%) is included in domestic transactions. But overseas transactions are recognized as exports and are exempt from VAT.
• Exchange rate : The overseas sales price is calculated based on the domestic sales price excluding VAT and the foreign exchange rate.
• Customs duty : The overseas sales price does not include customs duty or tax.
SOOM maintains a standardized price system to provide the same price to all customers. However, since customs policies differ by country, there may be differences due to taxes and fees imposed.
When ordering overseas, the following may occur depending on the customs regulations of the destination country.
• Customs clearance delays
• Imported goods declarations
• Customs duties and taxes
If delivery is delayed due to customs clearance delays, please contact your local customs office immediately.
Problems that occur during customs clearance may require coordination between you and the customs office.
Since customs regulations and taxation policies of each country differ by country, the fastest way to resolve the issue is to contact your local customs office directly for details.
Costs imposed on you by the destination customs office are outside of SOOM's control, so you must check them yourself.
Note
SOOM's product sales price does not include customs duties, taxes, or reshipping fees.
Please understand that SOOM cannot be held responsible for loss, damage, or breakage that occurs during delivery if the warranty is not met due to undervaluation declarations, etc.
Please contact the customer service center for any inquiries. SOOM will do the best to provide safe and fast delivery.
Delivery-related
SOOM's products are divided into make to order products and general products, and the product preparation period is as follows.
Make to order products
• Dolls, parts, eyes, wigs, outfits, etc.
• Approximately 8 to 14 weeks (60 to 100 days) after payment is completed
• It is carried out through a sophisticated production process and collaboration with artists, and the period may be adjusted depending on the difficulty of the work and the order quantity.
General products
• Assembly supplies, makeup supplies, etc.
• Shipped within 1 to 2 business days after payment is completed
SOOM makes dolls with sincerity through a meticulous production process with many artists.
We deeply appreciate customers who wait for the completion of the dolls, and we will do our best to repay you with the best quality.
Layaway orders are produced after the first payment as lump-sum orders.
After the product preparation period (make to order production period), products are completed one by one and are shipped to customers in the order of payment.
Since the number of products completed in a day is not large due to the nature of handmade products, please wait for your turn. Please understand that layaway orders are delayed compared to lump-sum orders in terms of payment order (based on full payment), so the product shipment order is bound to be delayed.
Domestic delivery : CJ Logistics - Basic delivery fee 3,000 Won, isolated regions/Jeju Island 6,000 Won, free delivery for orders over 50,000 Won
Overseas delivery : EMS and EMS Premium - Delivery fee varies by weight, size, and delivery country
Overseas delivery is automatically calculated and determined by the heavier weight between the actual weight and the volumetric weight.
EMS Premium is a service delivered by overseas express delivery company UPS, and has the advantage of being slightly faster than general EMS.
SOOM ships products in order of payment after the product preparation period (make to order production period) is completed.
Delivery company
• Domestic delivery : CJ Logistics
• International delivery : EMS, EMS Premium
Delivery period
• Domestic delivery : Approximately 2-3 days after shipping
• International delivery : Approximately 7-10 days for EMS
Delays may occur due to situations such as order volume, delivery company circumstances, customs inspection, holidays, and natural disasters.
SOOM is doing the best to provide customers with the best quality and service through meticulous manufacturing and prompt delivery. We will always do our best to ensure that your order is a satisfactory experience.
SOOM's international delivery products are shipped via EMS international shipping, and EMS available areas can be checked in the 'Countries available for delivery' list. For some countries, it may change depending on local circumstances.
View countries available for delivery
SOOM provides a combined shipping service for your convenience under the following conditions.
Cases where combined shipping is available
• When you add 1 doll and small and light items (eyes, wigs, outfits, shoes, etc.) to your shopping cart and pay for a single order, We will process bundled shipping.
Cases that combined shipping is not possible
• 2 or more dolls, bulky or heavy products, products with a high risk of damage
• 2 or more orders with different order numbers or order dates
In the case of forced combined shipping, we are inevitably restricting it due to the following problems. This is to safely and accurately deliver the ordered products, so we ask for your cooperation and understanding.
• Damaged dolls : The weight of the dolls increases the possibility of damage during bundled delivery.
• Misdelivery : The wrong product may be delivered due to system errors or staff errors in the process of combining different orders.
SOOM is doing our best to provide customers with safe and fast delivery services. We will do our best to repay your trust and patience.
If delivery is delayed for more than a week after shipment, please check the following.
• Address error : Delivery may be delayed due to incorrect address input. Please contact and consult with your local delivery company and visit with your ID and shipping information.
• Customer Absence : Delivery may be delayed due to the customer's absence. Please refer to the 'Absence Notice' left when you are absent and request the delivery company to re-deliver.
• Customs Delay : Overseas delivery products are delivered after going through customs clearance procedures at the destination customs office. If customs requires import declaration and customs payment, customs clearance may be delayed. Please contact your local customs office directly and follow the instructions to complete the import declaration and customs payment procedures.
Note
If delivery is delayed, you can prevent unnecessary expenses and damage by responding quickly.
If the local customs or delivery company exceeds the storage period for the parcel, it will be returned to SOOM, and the customer will be responsible for the re-shipping cost, so you must request it quickly.
Since customs regulations vary by country, the fastest and most accurate solution is to contact your local customs office directly.
If you need assistance from SOOM, please contact the customer center.
Member : After logging in, click the 'Invoice' button in 'My Account > Order Status' to check and print the invoice.
Non-member : You can check and print invoices through ‘Non-member Order Track’ at the bottom of the website.
How to deal with damage during delivery
1. If you received your order, please open it immediately to check for damage.
2. If damage is confirmed, take a photo of the condition and the damage report number from the delivery company and submit it to the customer center.
3. Damage reported through EMS will be compensated and exchange/AS will be provided after the proper procedure.
However, damage caused by the customer’s negligence is not included in the compensation. We provide AS warranty service for 2 years after purchase, so please contact the customer center for assistance.
SOOM stores completed dolls according to the following regulations.
• Unshipped products : Stored for up to 1 year from the order date.
• Returned products : Stored for up to 6 months from the return receipt date.
If the storage period expires, the product will be disposed of and no refund will be made. Please request to ship with the correct recipient and shipping address information through the customer center before the storage period expires.
About authenticity verification
SOOM provides a certificate of authenticity to guarantee and A/S warranty so that customers can purchase dolls with confidence.
The certificate is required for authenticity verification when requesting A/S warranty, so please keep it safe.
You can also verify authenticity using your smartphone for dolls released after 2021.
Certificate verification
• Enter the certificate number on the certificate on the ‘Certificate Verification’ page of the SOOM website customer service to check the authenticity.
• If the authenticity verification fails, please contact the customer center with a photo of the certificate attached then we will check it for you.
Smart authentication (for the dolls released after 2021)
• You can check the authentication information right away through the Internet by holding a smartphone with the NFC function activated close to the doll’s head and chest area. However, it cannot be used on devices without the NFC function.
Go to certificate verification
Certificate information cannot be changed after initial issuance, and it cannot be reissued for reasons such as transfer, name change, loss, or damage.
• Dolls released after 2021 can be verified as authentic through smart authentication even without a certificate.
• If the doll was released before 2021 and the certificate has been lost, we may ask for your member ID, order number, email, doll photo, etc. to verify authenticity. We ask for your cooperation.
SOOM will do the best to provide more reliable service through certificate authentication.
Exchange/Refund/AS warranty
SOOM provides the following warranty service so that you can keep your precious doll with the same value and beauty for a long time.
Warranty Service (A/S) Provision Period
SOOM's A/S can be applied for at any time without a period limit. Please refer to the conditions below and contact the customer center.
During the warranty period (2 years from the product shipment date), we preserve the molds of all dolls and parts to ensure perfect A/S.
After 2 years, some molds may be discontinued or discarded, and A/S support may be limited. However, most molds are managed so that they can be produced even after 2 years, so if you request it at any time, we will do our best to provide A/S within the possible range.
Free A/S
• Applicable to : If the product is defective
• Conditions : If the A/S application is normally received within 7 days of receiving the product
• Processing method : 100% free support (including shipping costs)
Paid A/S
• Applicable to : If the product is damaged due to the customer's carelessness or negligence
• When replacing dolls and parts, there may be color differences due to the nature of handwork products, and they cannot be made exactly the same as the original product.
• Customer is responsible for the return and reshipment costs for Paid A/S.
SOOM deeply understands that your doll is a precious being with special value. SOOM's warranty service is not a simple after-sales service, but a promise to help you continue the precious time you spent with your doll for a long time. Based on this philosophy, SOOM will always be a strong partner who stays by your side.
SOOM provides the following paid exchange service so that you can spend a long time with your precious doll.
Application target : Doll head
Application deadline : No limit
Application method : Please apply with a certificate of authenticity and a photo of the head by contacting the customer center.
Application conditions
• The certificate of authenticity and order number are required.
• The existing head will be returned and exchanged for the same model and color.
• Discontinued old models will be exchanged for new models.
Notes
• The existing certificate will remain the same when exchanging, and no additional certificates will be issued.
• The customer is responsible for the shipping cost for the exchange.
• Exchanges are not possible if there is no certificate of authenticity or if illegal recast is suspected.
• Colors may vary depending on the production period
• The doll body can be purchased during the release period of the same type of doll.
• Hand and foot parts can be purchased at any time.
We put customer satisfaction first and will do our best. If you have any questions, please contact the customer center at any time.
All SOOM dolls have a built-in smart tag with a unique authentication number, and a certificate of authenticity is also issued. The certificate and authentication number are required when requesting warranty service (A/S). Please note that A/S is not possible if the authenticity is not confirmed.
• You can immediately check the authenticity of the certificate by entering the authentication number of the certificate through the certificate verification system of dollsoom.com.
• Certificates cannot be reissued, and information cannot be changed due to transfer, loss, damage, etc.
• Authenticity confirmation through the smart authentication function is available for dolls released after 2021.
SOOM dolls are ‘make to order' products manufactured at the customer's request, so cancellation and return are basically not possible.
However, if the cancellation/refund is due to our fault, 100% full refund will be provided.
If the customer cancels the order or returns the product due to customer’s situation, the customer is responsible for the product production and inventory cost (25% of the order amount) and the payment cancellation fee, so please order carefully.
Warranty service application period
Please apply for A/S through the customer center within 7 days of receiving the product.
If there is a defect in the product, all warranty services are provided 100% free of charge, including shipping costs. However, after 7 days of receiving the product, it will be provided as a paid service.
Things to note before returning
• If you return the product without SOOM's confirmation and approval process, A/S and returns are not accepted.
• All components (including packaging materials) must be sent in unused condition.
① A/S application
Please apply for A/S through the customer center inquiry. Please provide the following information for quick processing:
• Order number, buyer ID, email, certificate number.
• Attaching a photo that can confirm the product condition will allow for a faster and more accurate response.
② A/S approval and procedure guidance
• SOOM will review the received inquiry, check for defects, and guide you through the A/S or return process.
• Products returned without SOOM's approval process will not be accepted, so please be sure to follow the instructions.
③ Return
• Please make sure to check the return address and method provided by SOOM before returning. To avoid customs fees, please write the declared amount as less than $150.
• If you sent the product eligible for free A/S prepaid, please send us a photo of the shipping label through the SOOM customer center then the shipping fee will be refunded in cash or points.
Return address:
(Zip 04066) # B211 Hongmungwan BLDG, Hongik University,
94 Wausan-ro, Mapo-gu, Seoul,
Republic of Korea.
Tel: +82 70 4607 6584
④ Shipping of completed A/S products
Products that have completed A/S will be reshipped to the shipping address on the order page.
If you need to change the address, please be sure to notify the customer center before shipping.
SOOM is doing the best to minimize inconvenience to customers. For additional inquiries, please contact the customer center.
Inquiries
SOOM Customer Center will process your inquiries quickly and accurately. Please contact us at any time if you need assistance.
Operating hours : AM 10:00 - PM 17:00
Lunch break : AM 11:30 - PM 13:00
Based on Korean time, closed on weekends and public holidays
SOOM Customer Center strives to provide friendly and satisfactory service to all customers. Please refer to the following for smooth communication.
• Provide accurate information : When making an inquiry, please provide specific information such as order number, product information, and problem situation to enable faster and more accurate support.
• Mutual Respect : We will do our best to sincerely respond to your requests. However, we ask that all conversations be based on mutual respect.
• Quick Response : We are working hard to resolve your inquiries quickly. For a faster resolution, we recommend that you first check the answers to your questions in the FAQ.
We will respond to your inquiries in order during our business hours. If there are many inquiries, there may be a slight delay, but we will respond to them in order, so please be patient and wait a little longer.
In order to provide you with the most optimized and professional response, we do not accept inquiries via phone, email, or SNS messages. So please contact our customer service center to receive the fastest and most accurate response.
The SOOM website is designed for the latest operating systems and browsers and supports various devices.
For optimal viewing and security, we recommend using the latest versions of web browsers such as Chrome, Edge, and Safari.
If an error occurs while using the website, please attach a screenshot and contact the customer service center. We will promptly check and improve the issue.
Errors may occasionally occur depending on the user's payment method and device settings. If payment fails, please try using a different payment method, and if the payment error occurs repeatedly, please try paying from a different PC or mobile device.
We will always listen to your valuable opinions and requests and do our best to support you.
