FAQs

Products

What is Kumoo?

Kumoo is an original character brand built around layered 3D puzzles. Each character comes to life layer by layer, just like all of us are made up of many different layers.

Every Kumoo has its own story. As you build one with your own hands, you get to know that story too. And when the last piece is in place, a new friend stays beside you.

Why is New Zealand part of Kumoo’s story?

Long before Kumoo, its creator Harim Kim knew the rush of city life in Korea all too well.

Then he moved to New Zealand, where he spent over a decade designing EUGY, developing layered 3D structures, and falling in love with animals along the way.

After leaving EUGY, Harim travelled all over New Zealand. Somewhere among the mountains, forests and wildlife, the first idea for Kumoo began to grow: small characters that might bring a little comfort and companionship to busy days.

Harim still calls New Zealand home. (Because it is.) Its nature continues to find its way into Kumoo’s designs, packaging and stories.

But Kumoo is curious about the rest of the world, too. New places, people, cultures and animals will keep adding new layers to our story.

Does my Kumoo arrive assembled?

No. That part is yours. Kumoo layered figures arrive as individual pieces for you to assemble, one layer at a time.

Check the product page to see exactly what is included with each Kumoo.

What is inside the box?

Every Kumoo layered figure includes:

• Character panels

• PVA glue

• An assembly guide

Depending on the character, you may also find additional accessories and story items inside. Check the contents list on each product page to see exactly what comes with your Kumoo.

What is Kumoo made from?

Most Kumoo character pieces are made from plywood. Depending on the character, you may also find additional accessories and story items made from different materials.

Check the product page for the full material and contents information for each Kumoo.

What age is Kumoo suitable for?

Kumoo is designed for ages 15 and up. Because some products contain small parts, they are not suitable for young children.

Please check the recommended age and safety information on the product page and packaging before purchasing.

Making

Is Kumoo difficult to make?

Not at all. Kumoo is designed so anyone can make it, but we do recommend following the assembly guide carefully, one step at a time.

Making time varies from person to person and from character to character, but most Kumoos can be completed in around 2~3 hours.

There’s no need to rush. Take your time, follow your own pace, and enjoy watching your Kumoo come to life layer by layer.

Do I need glue?

Yes. PVA glue is included with every Kumoo layered figure. Follow the assembly guide to see where and how much to apply.

Where can I find the instructions?

An assembly guide is included in the box. You can also find your Kumoo by product name or SKU number in our Build Guide.

A piece does not seem to fit. What should I do?

Don’t force it. Your Kumoo might just be trying to tell you something. Check the part number, orientation and assembly step in your guide first.

If it still doesn’t seem right, send us a photo of the part and the step you’re working on. We’ll take a look with you.

A piece is missing or damaged. Can you help?

Of course.

Whether a piece was missing from the box, arrived damaged, or broke while you were making your Kumoo, we’ll send the replacement part you need free of charge, including shipping.

It doesn’t matter where you bought your Kumoo.

Visit Missing or Damaged Parts and show us what happened. If you’re not sure which part you need, a photo is a good place to start.

Orders

How long does it take to prepare my order?

We prepare your order for dispatch within one working day in South Korea after payment is confirmed.

Orders are not prepared on weekends or South Korean public holidays.

Once your order has been dispatched, you’ll receive a confirmation email with tracking information.

Can I change my delivery address?

Yes, as long as your order has not been dispatched.

Check your order status first, then contact us as soon as possible with your order number and the correct delivery address.

Once your order has been dispatched, we cannot change the delivery address or redirect the parcel.

Please check that your address is complete and correct before placing your order.

Can I cancel my order?

Yes, as long as your order has not been dispatched.

Contact us as soon as possible with your order number and cancellation request.

Once your order has been dispatched, it can no longer be cancelled. If you no longer want the order after dispatch, please follow our Returns & Exchanges process once it arrives.

How do I contact you about an order?

Please include your order number whenever you contact us about an existing order. It helps us find your Kumoo a little faster.

Email: support@faberohmo.com

Need help with a larger order or have another question?

If you’re planning a larger order or need help with something that isn’t covered above, just get in touch.

Tell us what you’re looking for, and include your order number if you’ve already placed an order.

Email: support@faberohmo.com

Shipping & Aftercare

Where do you ship from, and where do you deliver?

Every Kumoo begins its journey in South Korea. We ship to countries and regions served by Korea Post EMS.

You can check the full list of available destinations in our Shipping Information.

If your country does not appear in the address list at checkout, contact us at support@faberohmo.com and we’ll help you check the available options.

How much does shipping cost?

Shipping costs are calculated at checkout and depend on your order. You’ll be able to see the shipping cost before completing your purchase.

How long will delivery take?

Delivery time depends on your destination. You’ll find the estimated delivery time for your destination in our Shipping Information.

Delivery estimates begin after your order has been dispatched. Public holidays, customs checks and courier delays may add extra time.

How can I track my order?

Once your order has been dispatched, we’ll send you a confirmation email with a tracking number. Use the tracking link in the email to follow your parcel.

If you cannot find the email or tracking information, contact us with your order number at support@faberohmo.com.

Will I need to pay customs fees or taxes?

Possibly.

Orders shipped outside South Korea may be subject to customs fees, import taxes or duties set by the destination country’s customs authorities.

These charges are your responsibility.

If payment is requested, please pay the customs authority or delivery provider directly. Customs clearance or delivery may be held until payment is completed, and unpaid charges may result in your parcel being returned to us.

Customs rules vary by destination, so we recommend checking possible charges with your local customs office before ordering.

See Shipping Information for more details.

My Kumoo has not arrived. What should I do?

Still waiting to meet your Kumoo? Start by checking your tracking information and delivery address.

If the parcel is marked as delivered, check whether a family member or your building reception has accepted it for you.

If your parcel is still missing, the tracking has stopped updating, or something doesn’t look right, contact us with your order number and tracking details.

We’ll look into it for you.

My parcel arrived damaged. What should I do?

We’re sorry your Kumoo had a rough journey.

Please keep the outer packaging and take photos of:

• The parcel

• Any damaged packaging

• The damaged product or items

Send the photos with your order number to us and we’ll look into it.

If only an individual Kumoo part is missing or damaged, please visit Missing or Damaged Parts instead. We’ll send the replacement part you need free of charge, including shipping.

Can I return or exchange my Kumoo?

Yes.

For items purchased directly from the official KUMOO website, please request a return or exchange within 30 days of receiving your order.

For standard returns or exchanges, you are responsible for the return shipping costs.

Returned items must meet the conditions described in our Returns & Exchanges policy.

If your product arrived damaged, faulty or different from what you ordered, please contact us as soon as possible. These cases are handled separately.

How will my refund be paid?

Refunds are issued to the original payment method used for your purchase.

For standard returns or exchanges, return shipping costs are your responsibility, and the original delivery cost is generally non-refundable.

Different terms may apply if your product arrived damaged, faulty or incorrect, or where required by regional consumer laws.

See Returns & Exchanges for full details.

I bought my Kumoo from another store. Who should I contact?

For order changes, returns or refunds, please contact the retailer or stockist where you purchased your Kumoo.

For product questions, making help, or missing and damaged individual parts, you can come directly to us.

If your Kumoo needs a replacement part, we’ll send the part free of charge, including shipping, no matter where you bought it.

Visit Missing or Damaged Parts and show us what happened.

Wholesale & Partnerships

Can I stock Kumoo, place a larger order or discuss a partnership?

Yes. We’d love to hear from retailers, distributors, businesses and project partners interested in working with Kumoo.

Please email us with a little information about:

• Your business or project

• Where you’re based

• What you’re interested in

• The quantity you have in mind, if known

Email: support@faberohmo.com

If you’re simply planning a larger personal order, you’re welcome to contact us too.

Still have a question? Contact us