Customer Care
Shipping & Returns
Shipping & Customs Policy
International shipping is available for orders over $30 USD.
International Customs, Duties & Taxes
All international orders shipped outside of South Korea are sent on a DDU (Delivered Duty Unpaid) basis.
What this means for you: The prices shown on our website do not include local customs duties, import VAT, or carrier handling fees. Depending on your country's customs regulations, you may be required to pay these additional fees to your local postal service or customs office before your package can be delivered.
Please note: These fees are determined and collected by your local government, not Casa de Gom, and are the sole responsibility of the buyer. We are unable to predict or refund these charges.
Exceptions: For United States and European Union (EU) orders, applicable import taxes and duties are calculated and collected directly at checkout, meaning your package will clear customs automatically with no additional collection fees upon delivery.
Dispatch & Timelines
- Payment Verification: All orders are lovingly prepared and shipped from our South Korea studio only after payment has been fully completed and processed.
- Delivery Windows: While we strive for prompt delivery, shipping times may vary depending on international customs clearance, local carrier conditions, holidays, or delivery to remote regions.
Refused, Unclaimed, or Abandoned Shipments
Because standard international orders are shipped on a DDU basis, we must strictly enforce the following policies regarding customs non-compliance:
- Returned Packages: If a shipment is refused, unclaimed, or not picked up at your local customs office or postal depot and is subsequently returned to South Korea, any costs incurred during the return process (including round-trip shipping fees, return shipping fees, and any customs duties/charges) will be deducted from your final refund.
- Abandoned Packages: If a package is abandoned, destroyed, or returned by customs because the recipient refused to pay local import taxes or customs duties, the order is completely ineligible for a refund.
Order Cancellations
- Before Shipping: You may request to cancel your order for a full refund only before the package has been dispatched from our studio.
- After Shipping: Once an order has been shipped, cancellation is no longer possible.
- Out of Stock: In the rare event that an item (such as a limited batch of Sook Powder or a hand-crafted tea mat) goes out of stock after your purchase, we will notify you immediately and process a full refund.
Returns & Exchanges
To maintain strict hygiene standards for our botanical wellness items and to respect the limited-batch nature of our tea accessories, we operate under a strict return policy. If you wish to request a return or an exchange, please email us at hello@casadegom.com.
When Returns & Exchanges are Accepted: We accept return and exchange requests strictly within the following two scenarios:
- Incorrect Item Received: You received a product different from what you ordered (e.g., you ordered a Tea Mat but received a Coaster).
- Defective/Damaged Item: You received a product with a genuine manufacturing defect or transit damage.
Change of Mind: We do not accept returns, exchanges, or refunds for "change of mind." This includes personal preferences regarding size, color, design, taste/smell (for Sook Powder), or simple changes of heart.
How to Submit a Return Request
Please email hello@casadegom.com within 7 days of receiving your package. To help our team review your request quickly, please include:
- Your Order Number
- The Item Name or item code
- A detailed reason for the return/exchange
- Photos of the product received (showing the defect or incorrect item)
- Photos of the shipping package/box (if it arrived damaged)
Condition of Returned Items: All returned items must be in their original, unused, and unopened condition.
- Sook Powder must have its safety seal completely intact and unopened.
- Tea Mats and Coasters must be unused, unwashed, and returned with all original tags, labels, packaging materials, and any promotional free gifts included.
- Returns sent back to South Korea without prior written approval from Casa de Gom will not be accepted.
Return Shipping Fees
- Our Responsibility: If the return is due to an error by Casa de Gom (a defective item or an incorrect product), we will fully cover the cost of the return shipping.
- How it Works: If the carrier requires return shipping to be paid in advance, please keep your shipping receipt and email us a clear photo or scanned copy. We will refund the return shipping fee to your original payment method once the returned item safely arrives at our studio and is reviewed.
What We Do Not Consider “Defects” (Natural Variations)
Our products are either natural botanicals or individually finished textile accessories. The following characteristics are natural variations of our craft and are not considered defects:
- For Sook Powder: Slight seasonal variations in the powder's natural color, aroma, or density.
- For Tea Mats & Coasters: Creases or wrinkles caused naturally during international transit and packaging; minor finishing, stitching, or weaving differences that naturally occur during the meticulous hand-crafting process; slight color differences caused by digital monitor settings, screen calibrations, or professional photography lighting; minor size differences that fall within our stated measurement tolerance.
Missing Items
If any part of your order is missing upon delivery, please email hello@casadegom.com within 1 day (24 hours) of delivery.
Keep Your Packaging: You must keep all original packaging materials, including the outer shipping box, plastic bags, shipping labels, and product inserts, until our support team completes their review. We may be unable to process a refund or reshipment if the original packaging materials have been discarded or damaged before our investigation is complete.
Return Address
168, Gwanak-ro, Gwanak-gu, Seoul, Republic of Korea, #409-10