Custom Order Guidelines
Creating a custom KUMOCOOM piece is a collaborative process. Your idea, our design work, and the unpredictable nature of silicone all play a part in the final result.
Please read these guidelines carefully before placing a custom order.
1. Custom Pricing
A custom order consists of:
Product Base Price + $15 Custom Design & Service Fee
The full amount is paid together at checkout.
The $15 Custom Design & Service Fee covers the time and labor involved in discussing your idea, reviewing production feasibility, developing sketches, planning the custom effects, and coordinating the custom production process.
You do not need to purchase a separate customization-fee listing.
For complex requests that fall outside our standard customization options, we may provide a separate quote after discussing the project with you.
2. What Can Be Customized?
Standard Customization Fee: $15
Standard customization supports:
- Up to 3 main colors
- Color gradients
- Color drips
- Glitter
- Shimmer
- Simple combinations of these effects
Consultation Required
Please contact us at kumocoomtoys@gmail.com before placing your order if your idea includes:
- More than 3 main colors
- Hand-painted details
- Complex or unusual visual effects
- Customization outside the standard options
Hand-painted details are only available on selected models. We will confirm whether your chosen model and design are suitable before you place your order.
Currently Unavailable
Floating inclusions are currently not available for custom orders.
Suction Cups
All KUMOCOOM models come with a suction cup except Frillbore.
If you are unsure whether your idea can be handled as a standard custom order, please contact us before purchasing.
3. How to Place a Custom Order
Step 1: Place Your Order
Purchase the desired product together with the $15 Custom Design & Service Fee.
Step 2: Send Us Your Idea
After placing your order, email your customization request to:
You may send us:
- Sketches
- Reference images
- Moodboards
- Color references
- Written descriptions
- Any other visual inspiration that helps us understand your idea
Step 3: Design & Feasibility
We will review your idea and determine what can realistically be achieved with the selected model and silicone.
Depending on the request, our designer may prepare one or more sketches to visualize the proposed design.
Step 4: Design Approval
We will discuss the design with you and make reasonable adjustments before production.
Production begins only after the final customization plan has been confirmed.
4. Cancellation Before Production
If you change your mind before we have prepared a feasible custom design, you may request a full refund.
Once we have prepared a feasible custom design based on your request, the $15 Custom Design & Service Fee becomes non-refundable, as it covers design and communication work that has already been completed.
If KUMOCOOM determines that your requested customization cannot be reasonably achieved, we may cancel the custom order and issue a full refund, including the Custom Design & Service Fee.
Once the final design has been approved and production has begun, the Custom Design & Service Fee is non-refundable.
5. Handmade & Silicone Variations
Every custom piece is handmade, and silicone does not always behave exactly as expected.
Silicone is fluid during the pouring process, so color placement cannot be controlled with complete precision.
As a result:
- Gradients may develop differently from the sketch.
- Drips may flow or settle in unexpected ways.
- Colors may blend differently from previous samples.
- Glitter and shimmer may appear more or less visible depending on the final silicone color and opacity.
- Translucent and opaque effects may look different from reference images.
- Minor differences in color, blending, texture, and placement are normal.
A sketch is a visual reference, not a guarantee of an identical final result.
We will always do our best to bring your idea to life while working within the physical limitations of the model and silicone.
6. Production Time
Once the final customization plan has been approved, production takes up to 15 business days.
Please watch your email for updates regarding the estimated completion date.
Production time may vary slightly depending on the complexity of the customization and the production schedule.
7. Final Product Approval
Once your custom piece is finished, we will take photos and email them to you for review before shipping.
Please review the photos carefully and reply within 7 calendar days.
If you are happy with the result, simply let us know and we will arrange shipment.
If you need additional time to review the piece, please contact us before the 7-day review period ends.
If You Do Not Reply
If we do not receive a response within 7 calendar days, we will consider the finished piece approved and proceed with packaging and shipment.
Once the 7-day review period has passed without a response, the order will be considered approved.
8. If the Finished Piece Does Not Meet Your Expectations
We understand that the final result may sometimes look different from what you imagined, even when the agreed customization plan has been followed.
If the finished piece does not meet your personal expectations, you may choose one of the following:
Option 1 — One Remake
Pay an additional $15 Custom Design & Service Fee for one remake.
We will use the original approved customization plan as the basis for the remake and do our best to achieve a result you are happy with.
Option 2 — Decline the Remake
You may choose not to proceed with a remake.
In this case, we will refund the product price, while the $15 Custom Design & Service Fee will be retained as a non-refundable service cost.
This option applies to personal preference or dissatisfaction with the visual result.
9. When the Remake / Refund Policy Does Not Apply
The above policy does not apply if:
- The finished piece does not match the customization plan approved by both parties.
- The product has a genuine manufacturing defect.
- The product arrives damaged due to shipping or handling.
In these situations, please contact us and provide photos or videos of the issue.
We will review the situation and work with you to provide an appropriate solution at no additional cost.
10. Returns & Exchanges
Because custom pieces are made specifically for each customer, custom orders are generally final once the finished piece has been approved and shipped.
We do not accept returns or exchanges due to:
- Personal preference
- Minor handmade variations
- Differences between the final piece and the original sketch that fall within normal silicone behavior
- Change of mind after approval
11. Quality Issues
If your item arrives with a genuine manufacturing defect or damage that is not the result of improper handling, please contact us as soon as possible.
Please provide clear photos or videos of the issue, along with photos of the original packaging when applicable.
If the issue is confirmed to be a manufacturing or quality problem, we will provide an appropriate solution, such as a replacement, remake, repair, or other resolution.
12. Before Opening Your Package
When your package arrives, please inspect the item through the packaging before opening it.
If you notice any obvious damage or issue, please contact us before opening or using the product and keep the original packaging and shipping materials.
Once a product has been opened or used, we cannot accept returns for issues unrelated to a manufacturing defect.
13. Ownership of Rejected / Remade Pieces
If you choose not to keep a finished piece and decline a remake, ownership of the rejected piece remains with KUMOCOOM.
We may keep, repurpose, display, photograph, or otherwise dispose of the piece at our discretion.
14. Communication & Custom Order Agreement
The details of each custom order are based on the customization plan confirmed between the customer and KUMOCOOM by email.
Please keep your email communication with us until your custom order has been completed.
By placing a custom order, you acknowledge that:
- You have read and understood these guidelines.
- Handmade silicone may produce natural variations.
- A sketch cannot guarantee an identical final result.
- Your custom piece will be made according to the final design confirmed before production.
- The final piece must be reviewed within the stated 7-day approval period.
If you have any questions about your idea or whether a customization is possible, please contact us before placing your order at: