Can I cancel some items in my order after it has been placed?
No, we are unable to allow partial cancellation of orders at this time. Rest assured we are working to make this feature available for you in the future.
Can I still cancel my order after it has been shipped?
We are really sorry, but an order cannot be cancelled anymore once it has been shipped. The order has already been turned over to our courier partners and is on its way to you.
You can check the status of your order at any time via the Order History page.
Until when can I cancel my order?
Your account’s Order History page will show you a Cancel button if it’s still eligible for cancellation. Once this button disappears, your order can no longer be cancelled, as it may have already been processed or turned over to our courier partners for delivery.
Are there any charges if I cancel my order?
We do not charge any fees for cancellation of orders.
How will I know if the cancellation of my order has been accepted?
The status of your order will show “Cancelled” as indicated in your account’s Order History page. A notification shall also be sent to your registered email address.
I used credit card to pay for my order. How will I get a refund after I cancelled my order?
We endeavor to process the refund immediately. The credited amount should reflect in your next billing statement. At times, it may take longer than usual, depending on your bank’s policy.
I received a Credit Memo after cancelling my order. What is it for?
Credit Memo is an official document that contains the amount to be refunded to your card. It is not, in any way, a form of payment that can be used to purchase an item on ShopSM or THE SM STORE.
Will redeemed vouchers be re-usable when I choose to cancel my order?
It will depend on the terms and conditions of the voucher. For vouchers marked as one-time use only, unfortunately this cannot be re-used again if you choose to cancel your order.