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.
-Members : Purchase below $500 for the last 6 months.
-Points : 0.5% of purchases
-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
-Members : Purchase through $1,000 for the last 6 months.
-Points : 1.0% of purchases
-Coupon : Two Coupons $2 when purchased over $70
-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 within 30 days of issuance(Unused coupons will automatically disappear on the 5th 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.
- Credit Card
- American Express
- 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 Method : Global Express
Shipping Area : Worldwide (destinations excluding Japan, China, Macao)
Shipping Rate : Selected by customer
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
[How to Submit a Request for Exchange/Return]
- Send a picture of the whole or part of the defective item with the order number, product barcode, and reason for return/exchange to firstname.lastname@example.org within 7 days after receiving the item.
- If the size of your file is too large, submit a private inquiry via email at email@example.com.
1. Send a picture or video of the whole or part of the defective item with the order number, product barcode, and reason for return/exchange to firstname.lastname@example.org within 7 days after receiving the item.
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 email@example.com)
[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.
- To request an exchange or refund for missing or defective products, video evidence of the package unboxing showing all inclusion is required.
Exchange and refund requests may be denied without the video.
- The unboxing video shall show all sides of the box before opening and contain the entire opening process.
- If you request an exchange for items shipped at random, the replacement product will also be selected at random.
- Nicks under 5 mm and scratches/dents that may form during manufacture are not grounds for exchange or return. - For printed/paper/portrait merch, defects on the back or background (not on the face) and scratches, dents, or nicks that may form during manufacture are not grounds for exchange or return. - Only defects that are visible in the absence of light reflection are eligible for exchange/refund. - PVC material is sensitive to heat and humidity. Product may distort in shape or stick to other PVC materials. This is not grounds for exchange or return.
- You can only cancel orders that are in [Payment Confirmed] or [Pending Shipment] status.
- Please contact our CS center via firstname.lastname@example.org in order to request for cancellation.
- Misdelivery, product defects: If the order is misdelivered or you have received a defective item, please submit a Private Inquiry to our Customer Service within 7 days from delivery for Exchange/Return requests.
[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
- In the case of made-to-order products or albums with special offers/events for which it is informed on the detail page that exchange/refund is unavailable
- 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.
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.
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.
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 Inquiries: Submit a Private Inquiry or email us at email@example.com.
- Customer Service Hours: Weekdays 09:00-18:00 KST (Closed on Sat/Sun/holidays)
SM BRAND MARKETING Co., Ltd.
06097 3rd to 4th floors (Samsung-dong) 413, Bongeunsa-ro, Gangnam-gu, Seoul
Business Registration No.
Personal Information Manager
CHUNG SUNGAH / firstname.lastname@example.org
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