FAQ
Orders & Payments
Q. What payment methods do you accept?
We accept prepaid payments through secure payment gateways. Cash on Delivery (COD) may be available for selected locations and orders.
Q. Can I cancel my order?
Yes, orders can be cancelled only before they are shipped. Once dispatched, cancellations are not possible.
Q. Why is COD not available for my order?
COD availability depends on location, order value, and past order history. Kumoumo may restrict COD for certain users or orders.
Shipping & Delivery
Q. How long does delivery take?
Orders are usually delivered within 3–7 business days after processing.
Q. How can I track my order?
Once your order is shipped, you will receive tracking details via email or SMS.
Q. What happens if I miss my delivery?
Our courier partners will attempt delivery multiple times before marking it as undelivered.
Q. What if my order is delayed?
Delays may occur due to logistics issues, weather, or public holidays. We will do our best to keep you updated.
Q. What if my package is lost?
In rare cases of lost shipments, Kumoumo will coordinate with the courier partner to investigate and resolve the issue.
Returns & Refunds
Q. What is your return policy?
You can request a return within 3 days of receiving your order if the product is damaged, defective, or incorrect.
Q. What condition should the product be in for return?
The product must be unused, unwashed, and in its original packaging with all tags intact.
Q. Do I need proof for damaged products?
Yes, you may be required to provide clear images and an unboxing video for verification.
Q. Who pays for return shipping?
Return shipping may be arranged by Kumoumo or may need to be handled by the customer, depending on the case.
Q. When will I get my refund?
Refunds are processed after the returned product is received and inspected. It typically takes 5–7 business days after approval.
Q. How are COD refunds processed?
For COD orders, refunds are issued via bank transfer or store credit.
General Questions
Q. Are your plushies safe for kids?
Yes, all Kumoumo plushies are made using safe, non-toxic materials and are designed to be kid-friendly.
Q. Can I change my delivery address after placing an order?
Address changes may be possible before shipment. Please contact us immediately for assistance.
Q. Do you use my personal data safely?
Yes, we take your privacy seriously and only use your information for order processing, communication, and improving our services.
Still have questions?
Feel free to contact us — we’re always happy to help.