How do I collect my order from a Click & Collect location?
Picking up an order from our Click & Collect locations is fast and easy.
When your order is ready to be released at your chosen Click & Collect location, we will notify you via email and SMS. The SMS message you will receive from us is very important as this will also have your One-time Pincode (OTP). Please make sure that the mobile number in your profile is up-to-date to avoid any issues during pick-up.
Armed with your OTP, visit the chosen Click & Collect location inside THE SM STORE and present your OTP to our Customer Service Associate. He/she will assist in locating and releasing your order once the OTP has been verified as correct.
What if I lost my One-time Pincode (OTP)? Can I still pick-up my order?
No, we cannot release your order without the OTP you received, as this is our only way to verify that you are the correct recipient of the order. We can re-generate the PIN if necessary from the Click & Collect location – however this will still be sent to your nominated mobile number. Please make sure that the mobile number in your profile is up-to-date to avoid any issues during pick-up.
May I ask someone else to pick-up the order from the Click & Collect location?
It is your prerogative to request another person other than the recipient’s name to collect the order from the Click & Collect location. Please ensure that the representative has the OTP with him. Otherwise, we will not be able to track and release the order.