All returns/exchange have to be initially processed through shopsm.com and completed in any of THE SM STORE branches nationwide. Visit My Profile > Order History and you will have the option to return items that have already been tagged as 'Delivered' or 'Pick up Completed.' Once you’ve completed the return request, you will receive a returns form with corresponding returns authorization number via email. Please print this form, sign it, and bring this form with you to the store within the returns window period.
If the item/s you wish to return/exchange have not been tagged as delivered and you may have already received them, contact our Customer Care here.
Please bring your returns form together with the item/s in their original packaging, with complete accessories and attached price tag to our Customer Service Counter in any of THE SM STORE branches. They will assist you in checking and processing your return request.
How long is your returns/exchange window?
You may apply to return/exchange any item purchased from our website within thirty (30) days from the date when you received your order, where day one is the receiving date. Just be sure to create the return request on the website within that time frame.
What can I return?
Valid reasons for return and exchange:
- receive a product that is fundamentally different in nature from the product specified in the website;
- receive a faulty, defective, or damaged product;
- receive a product that is not as advertised on the platform;
- wrong item is delivered; or
- change of size (for fashion items).
Be sure that all items to be returned/exchanged are still in their original packaging, with complete accessories and attached price tag.
Please note that returns/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange.
Where can I return/exchange the items I bought from ShopSM?
You can return/exchange the items to any of THE SM STORE branches nationwide, subject to our Return and Exchange Policy. Please make sure to initiate the return request by going to your Order History page before proceeding to the store. Note that our Customer Service Associates will not process online order return requests without a return authorization number.
Can I return/exchange an item or parcel to your courier partner?
All returns/exchange of items are to be done through any of THE SM STORE branches nationwide.
What is a return authorization number?
The return authorization number (RAN) is the reference number generated by the website when you request for a return of ShopSM orders. This is an important number that you need to bring to any of THE SM STORE branches to be able to complete your return request.