FAQ – SM Global Shop

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To get in contact with us please use our Help Center on the bottom right of our website. We will need some information from you to get you to the correct department.


We do not accept e-mail for contact method. Please submit request using the bottom right Help Center.


For reporting issues with the website or any other bugs you are having, please e-mail our tech team at [email protected]


My order was placed weeks ago but it hasn't been shipped out yet. What's going on? Arrow

Don't forget pre-orders have a later ship date than our in-stock products. There is also a 1-3 days order processing time on your ship date along with the time it takes the post office to deliver your package from Los Angeles to your destination.

What is difference between pre-order and regular order? Arrow

In-stock items (regular orders) will be processed the day you order. Pre-order items will be processed starting on the pre-order item's in-stock date.

Where can I get more information about pre-order shipping lead times? Arrow

For more information on shipping lead times, visit our Pre-Order Information page -> https://smglobalshop.com/pages/pre-order-information



We accept Visa, Mastercard, American Express, Discover, and JCB. Note, cards issued by local banks which do not carry one of these logos will not be accepted by our global processing service.


All transactions submitted to us are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties. SM GLOBAL SHOP is committed to maintaining the highest levels of security and protection against fraud. We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe.


Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal. Please make sure your addresses are in English to prevent any delays.



1. US Standard Parcel Mail (7-10 days) 2. US Priority Mail Parcel (3 days) 3. International: UPS Standard International Mail (10-25 days) 4. International: UPS Priority Mail International (7-20 days)


Shipment date does not include processing time. Processing time generally takes 1-3 days depending on stock and during high demand periods, it could take up to 5-7 days

What is the difference between Regular Shipping and Earlier Shipping for pre-orders? Arrow

SM Global Shop is the official SM merchandise store and many of our final products are imported from South Korea. Due to transportation time and regulation with customs, plus the time for our warehouse to inspect the arrived goods for quality control, our PRE-ORDER SHIPPING SCHEDULE may be different than the official release date from Korea. To help customers receive their orders faster, certain listings may offer 2 different scheduled shipping times: REGULAR SHIPPING and EARLIER SHIPPING. Please refer to the "start shipping dates" for a better estimate on when pre-order items will ship. In general, the EARLIER SHIPPING option will arrive to our warehouse 2-5 weeks faster than the REGULAR SHIPPING option. We sincerely thank our customers for their support, understanding, and patience as we continue to expand our official merchandise and services to a global audience.



Is this the official SM Entertainment Merchandise Shop? Arrow

Yes, SM Global Shop is an official merchandise branch for SM Entertainment and part of the SM Town and SM Family network.

Fans of K-pop can now find their favorite SM artist's fanlights, albums, and even SM Global Shop's exclusive line of designed merchandise at our store!

SM Global Shop carries licensed fashion apparels and accessories from sensational artists like: SuperM, EXO, SHINee, NCT, NCT 127, NCT Dream, Super Junior, Girls' Generation, Red Velvet, BoA, TVXQ!, F(x) and more.

Sales of our official and licensed merchandise on SM Global Shop will support SM Entertainment Artist. Album sales will also count towards the Gaon Chart (orders shipping worldwide) and towards Billboard (orders shipping to United States).

It is our mission at SM Global Shop to serve K-pop fans all around the world to enjoy authentic high quality merchandise from SM Entertainment!

We hope to continue to share the Korean wave and help SM's Artists talent be enjoyed globally. Many thanks to our loyal customers and fans for being part of the SM Family!

How can you tell if my product is SM Entertainment’s official merchandise? Arrow

We develop, design, produce and sell all our merchandise under Licensing contract with SM Entertainment, and we go through their approval process. Here is the way to define official merchandise: 1. Certification sticker 2. Label 3. Hangtag

Why is certified official merchandise important? What is the difference between artists official merchandise and un-official merchandise? Arrow

1. Un-official simply means fake product that manufacturers or merchandisers produce without SM Entertainment’s approval nor rightful licensing contract. Which means, the sales from Un-official merchandise do not support SM Entertainment Ariststs in any shape or form. 2. Official merchandise sales 100% support all SM Entertainment artists 3. Official merchandise is made of high-quality fabrics, stitching styles and materials. We want fans to treasure their merchandise for many years. 4. Official merchandise is stylish and unique. We keep up with the latest trends.


I have a question about my order. Where do I go? Arrow

If you have an account, you can log-in and check your past orders using our Account Icon on the top right (Located next to Search Icon). Click 'My Orders' to see the history of all your past orders.

Nobody is responding to my question. What do I do? Arrow

SM Global Shop tends to receive a high volume of customer service requests especially toward the end of the year and around each artist comeback. Please allow up to 3-5 business days for our first response. If you did not hear back from our CRM team within this time, please check your spam or junk box and also add our CRM email address to your safe-list: [email protected] Please follow-up with a second email if you feel our first response was blocked by your spam filter. We are here to help and will respond to all inquiries as timely as possible.

How do I check the status of my order? Arrow

You can view your past orders if you create an account. Press the Account Icon next to the Search Icon on the top right to view your orders.

Why was my review deleted? Arrow

SGS may automatically send an email to ask for product reviews. Buyers are welcome to review their favorite products on our site to help others make informed buying decisions. We also want to ensure a safe shopping experience for everyone. Hence, product reviews may be removed if it does not comply with our product review policy. Please keep your reviews stricly about the product (your likes and dislikes of the item and feedback of what can be improved for the next release). Please follow these guidelines and report any questionable reviews. In the case where customers leave personal information, profanity, spam, advertisement, or order related feedback, we will go ahead and remove your review. Please keep customer service related questions in the Help Center located on the bottom right of our website for faster assistance.


How do I return my item? Arrow

Majority of our items may be returned within 30 days of receipt except for pre-order items. Our return rules are as follows: 1. Can be returned/exchanged within 30 day of receipt 2. Returns/Exchanges must be in original condition they were received in 3. Returns will be refunded to the original form of payment, minus shipping fees 4. Exchanges must be sent back must be received within 14 days after RMA is sent out 5. SGS is not responsible for any orders that got confiscated by local post offices.

Can I view the return policy? Arrow

Yes, you may view the return policy in our Refund Policy section available in our footer menu.


Can I refund my digital EP purchase? Arrow

Unfortunately due to the immediate fulfillment of digital EPs, we cannot refund digital EP purchases at the moment. All sales are final for digital EPs.

I received wrong version or corrupt digital EP file. What do I do? Arrow

Feel free to contact our support team using the Help Center for a free replacement of your digital EP.
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