If it’s not a pre-order but a standard order, it will take between 5 and 10 days from the date of purchase.

- Shipping may be delayed depending on the inventory of the item.

- Shipping may be delayed due to the conditions at the logistics center.

- If a pre-order, artist case, and other items that cannot be shipped out on the date of purchase are included in the list of items you have ordered, all the item(s) you have ordered will be shipped out as soon as these items are ready for shipment.

(Pre-orders are shipped out on a first-come, first-serve basis and artist cases will take approximately 2 weeks to be delivered to you from the time of purchase.)

- We will inform you if the item you have ordered is sold out or the delivery will take more time than usual.

If the shipping is not completed even after more than 15 days after you have received a message saying that the shipment has left, please send your inquiry to the courier services company UPS and then send the invoice number and details to SMTOWN & STORE.

If the package/item has arrived damaged, please attach photos of the package/item as described below and send it to our Private Inquiry or Email(cscenter_en@smtown.com).

1. 1 photo of the front of the box where the invoice is visible 

2. 1 photo of the entire area of the damage

3. 1 photo of the item covered in protective packaging air cap/bag

4. 1 photo of the damaged item

※ However, your complaint will not be processed if it’s only the shipping box that’s damaged.

International shipping may take some time depending on the courier services company and the conditions of the country.

It may also takes some time to have your shipping details registered on the courier services company’s server, so we recommend you to check your shipment progress between longer time intervals.

There is no limit to how many items you can buy, but the total purchase may not exceed 20kg.

However, if you are placing an order for a large quantity of items, we recommend you divide them into smaller, separate orders because you may face difficulties clearing the customs especially if the item you have ordered is high on demand.

After the refund has been processed, it will take between 1 and 14 business days to before the refund is actually sent to your account. Please check your payment service provider if you don’t receive the refund for more than 15 business days.

If you have made the payment with a credit card, the credit card payment will be canceled and will be excluded from the credit card bill. 

(However, you may receive a payment request depending on your credit card payment date, in which case the refund will be processed by your credit card company in the following month and it will be reflected on the respective month’s credit card payment details.)

You can cancel your purchase within 7 days from the purchase only if you have not opened the code.

However, please be informed that our purchase cannot be canceled or refunded in the following cases.

- You have already opened the code.

- You have sent the code to someone else as a gift.

You cannot change your shipping information if you have already made a purchase.

To change your shipping information, you must cancel your purchase and re-order.

Cancellation can be requested by making a Private Inquiry or email at Email(cscenter_en@smtown.com) during the sales period.

※ Your purchase may not be canceled if the invoice has already been registered and the item(s) has/have been shipped out.

Cancellation can be requested by making a Private Inquiry or emailing us at CSCENTER_EN@SMTOWN.COM during the sales period.

※Your purchase may not be canceled if the invoice has already been registered and the item(s) has/have been shipped out.

You will receive reward points for your purchase 7 days after the delivery.

You can see the reward points you have received in [My Page].

Coupons for each Membership Level are issued once a month and they are valid for 30 days.

The coupons can be used only for purchases on SMTOWN & STORE.

However, please be informed that any coupons you have used for a purchase that you have canceled due to your change of mind will not be restored for reuse even after the purchase is canceled.

You can use credit cards or PayPal account to pay for purchases on SMTOWN & STORE.

You will not pay for the purchase for which you have canceled the credit card payment because it means the approval of the credit card payment has been canceled. 

However, you may receive a payment request depending on the credit card payment date you have set, in which case the refund will be processed by your credit card company in the following month and it will be reflected on the respective month’s credit card payment details. 

For more information on this, please contact your credit card company.

By default, all refunds are made to the account where you originally made the payment from at the time of purchase.  

However, there are some exceptions where refunds are sent to an alternative account when it’s not possible for you to receive the refund due to the expiration date of your payment method. 

- Alternative Refund Options: Bank transfer, PayPal, mileage points 

* Refunds made to a PayPal account may incur a PayPal fee

* Refund(s) converted to mileage points cannot be withdrawn as cash and are valid for up to two years only.

※ If you’re using a foreign account, please check if it can receive foreign deposits. 

Only the balance after the transfer fee will be refunded if the transfer has failed due to your mistake. (Refund will not be made if the balance is $0 or less than the transfer fee.