Help

How to join

To register, you must agree to our Terms & Conditions/Privacy Policy and fill out the registration form.

Once registered, you are immediately granted free access to our provided services.
Registering saves you the hassle of entering the same information each time you place an order.
Registered customers can participate in various events, discount promotions, and pre-orders.




SMTOWN &STORE Member Benefits

                       

SMTOWN &STORE provides special membership benefits to everyone who joins.

Members who join us are rewarded with points, coupons and more.

Membership benefits for each level are as stated below.


PINK

-Members : Purchase below $500 for the last 6 months.

-Points : 0.5% of purchases


PINK SILVER

-Members : Purchase through $500 to $1,000 for the last 6 months.

-Points : 0.7% of purchases

-Coupon : One Coupon $2 when purchased over $70

PINK GOLD

-Members : Purchase through $1,000 for the last 6 months.

-Points : 1.0% of purchases

-Coupon : Two Coupons $2 when purchased over $70



※Notice

-Membership Levels are calculated according to the purchase amount (shipping, reserve, coupon, etc.) for the last 6 months.

-As of April 5, the grand opening of SMTOWN &STORE, membership levels will be newly graded and benefits will be given out to members.

-Points will be given out after 7 days of shipping arrival.

-Coupons are given out once a month and can be used until the end of the month of issuance(Unused coupons will automatically disappear on the 1st day of each month).

-Coupons are not applicable for the following items: Albums, Fan light sticks, sale items, etc.

-Coupons cannot be used combined with other coupons.

-Benefits can only be used on SMTOWN &STORE Online Store.

-Coupons that were used for purchasing products that were later exchanged or refunded upon change of mind, cannot be reusable.


How to order

Orders are placed according to the process below.


- Step 1: Search product(s)
- Step 2: Add to cart
- Step 3: Sign in or order as guest
- Step 4: Fill out order form
- Step 5: Select payment method and pay for order
- Step 6: Order complete (confirm order number)


If you are shopping as a guest, make sure to take note of your order number and credit card
approval number (if applicable) at Step 6.
For registered customers, this information is automatically saved.

Payment

Payment Methods:

- Credit Card
- Visa
- MasterCard
- American Express
- Discover
- PayPal


- For large payments, you may receive a verification call from your credit card company as a security measure.

- Abnormal orders that are deemed to be involved with credit card and/or identity theft may be cancelled or deferred without prior notice.

Shipping

  • Shipping Method : EMS
  • Shipping Area : Worldwide (EMS destinations excluding Japan, China, Macao, and Hong Kong)
  • Shipping Rate : Overseas Shipping: Shipment fee will be charged differently depending on the ordered items’ weight.
  • Delivery Time : 5 - 10 days
  • - All other orders will be dispatched on the following day.

    Additional shipping surcharges may apply for rural addresses.

    - Shipment delays may occur due to internal warehouse issues.
    - We will contact you separately in the case of foreseeable shipping delays and/or sold-out items.

    - For items with designated sales period, cancellation is available only during the said period.


    Customs and Duties

    - International shipments may be subject to customs duties and taxes, which are levied once
    the shipment reaches the recipient’s country. Additional charges for customs clearance must be
    fulfilled by the recipient.

    - SMTOWN &STORE has no control over customs charges. Customs policies vary widely by country.
    Please contact your local customs office for more information.

    Orders that are returned due to the recipient’s refusal to pay customs duties will not be shipped again.
    All charges that occur during the process are the customer’s responsibility.

Returns & Exchanges


[Note Before Exchange/Return]

・The color of the actual product may vary from image depending on your monitor’s
resolution settings. The color and placement of the product label may also vary from image.

・Order Cancellation

- You can only cancel orders that are in [Payment Confirmed] or [Pending Shipment] status.

- Please contact our CS center via cscenter_en@smtown.com in order to request for cancellation.

・Exchanges and Returns

1. Change of Mind
We unfortunately do not accept exchanges and returns due to change of mind.

2. Wrong, Damaged, or Defective Items
If you received a wrong, damaged, or defective item, attach photo evidence (photos of the
whole item as well as damaged part) and submit a Private Inquiry or email us at
cscenter_en@smtown.comwithin 7 days of delivery.


[Items Eligible for Exchange/Return]

- Wrong, damaged, or defective item(s)


[Not Eligible for Exchange/Return]

- Simple change of mind
- Wrong, damaged, or defective items that show signs of post-delivery usage or mishandling
- Made-to-order items, promotional items, and music albums for which a No Return/Exchange
policy is stated on the product page
- Differences in color due to the customer’s monitor resolution and/or photo shoot settings
- Product prints/patterns that differ from product image
- Return packages that do not include the promotional gifts in initial shipment
- Items purchased online from SMTOWN &STORE may not be
exchanged or returned at our offline stores.
- Items purchased from our offline stores may not be exchanged
or returned at SMTOWN &STORE (online).

- Included gift(s) must be returned along with the purchased item(s).
- Exchange/Return policies may vary by item. Please refer to the product pages for details.


[How to Return Items]

If you wish to return/exchange your item, please submit a Private Inquiry or email us at
cscenter_en@smtown.com first. You can refer to the return process below.


1. Within 3 days of delivery, attach photo evidence of your defective product
(containing both the whole item as well as damaged part) and include your order number,
product number of wrong/defective item, and reasons for return in your
Private Inquiry or email to cscenter_en@smtown.com

2. We will contact you once we process your return request.

3. Please include your order number, name, and ID on a slip of paper in your return package.

* Items returned without prior request and confirmation are not eligible for refund.
* Return Shipping Fees
- Refunds/exchanges are not offered for change of mind.
- For wrong or defective items, the store is responsible for return shipping fees.
* Cash on delivery is not available for EMS shipments. If you send us a copy of your return
shipment receipt, we will refund the shipping fee after confirmation.

・Exchange/Return Shipping Fees

- Change of Mind: Returns are not accepted.
- Wrong, Damaged, or Defective Items: The store is responsible for return shipping fees.
(For details, please submit a Private Inquiry or email us at cscenter_en@smtown.com)

Refunds

Refunds are processed after your return shipment has arrived and the item is inspected.
It may require up to 1-14 business days for us to process your return and refund.
Depending on when your purchase was made, the refund for your credit card transaction
may not show on your account until the next billing cycle.
Please contact your credit card company for more details.

Other

Reward Points


・Availability
Reward points earned from your order become available for use 7 days after delivery.
Until then, your points will appear as Pending.
This is in case for any returns or cancellations, in which the points are withdrawn.
Your available reward points (Total Reward Points – Used Reward Points – Pending Reward Points)
can be used immediately for your next order.

・Conditions for Use
The minimum purchase amount for payment in reward points is $0.01.
There is no maximum purchase amount for payment in reward points.

・Withdrawal and Expiration
For canceled/refunded orders, the reward points issued for the relevant order will be withdrawn.
All reward points will automatically expire for closed accounts.


Gaon Music Chart/Hanteo Chart Tabulation


All music albums sold on SMTOWN &STORE are truthfully tabulated and reflected
on Gaon Music Chart and Hanteo Chart following relevant standards.

・Gaon Music Chart
The Gaon Music Chart is a national chart for popular South Korean music, produced by the
Korea Music Content Association. Of the 7 chart categories, the Album Sales chart tabulates
an album’s wholesale distribution as well as shipment and returns for online sales.
All albums sold on SMTOWN &STORE are supplied directly from the manufacturers
and are reflected accordingly on the Gaon Music Chart.

・Hanteo Chart
All albums sold and shipped from SMTOWN &STORE are automatically
tabulated and updated on Hanteo Chart by the hour.
Furthermore, multiple purchases of the same album are reflected accordingly by quantity.
Hanteo Chart automatically tabulates the number of albums that are actually shipped from warehouse.


Customer Service

- Customer Inquiries: Submit a Private Inquiry or email us at cscenter_en@smtown.com.
- Customer Service Hours: Weekdays 09:00-18:00 KST (Closed on Sat/Sun/holidays)




WORLD SHIPPING

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