Order/Payment

What is the status of my order?
  • To view your order status please check your order page to view any updates regarding your order.
  • If your order has not been shipped, please check your item product pages to see when their estimate ship
    out dates are on top. 
  • Please allow us 3-5 business days to process to fulfill your order after expected shipping
    date. 
  • If your order has been shipped and in transit please allow 7-10 business days to see further updates on the carrier’s site. 
  • Please be aware, it can take extra days for the carrier to scan the package into their system.
I'd like to change my shipping information.
  • 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.
I'd like to request a cancellation for my entire order.
  • Cancellation can be requested by making a Private Inquiry or emailing us at [email protected] 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.
  • Any orders that are in transit or have been fulfilled are too late for any changes.
I'd like to cancel some of the items from my order.
  • Cancellation can be requested by making a Private Inquiry or email at [email protected] 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.
  • Once an order has been
    placed, we regret to inform you that we cannot edit or change the item to another version within the same order. If you wish to receive a different version of the item, we kindly ask you to cancel your existing order and place a new one with the desired version.
  • Any orders that are in transit or have been fulfilled are too late for any changes.
I requested an order cancellation, but the payment was still charged to my credit card.
  • Canceling the credit card payment means the approval has been revoked, and you will not be charged for the purchase.
  • In some cases, you could receive a payment request depending on your chosen credit card payment date. If so, the credit card company will process the refund the following month, and it will be visible in that month's statement.
  • For more information on this, please contact your credit card company.
What is the maximum number of items I can purchase in a single order?
  • There is no limit to how many items you can buy, but the total purchase may not exceed 20kg.
  • For large orders, it's advisable to split them into smaller ones. This can help with customs clearance, especially if the item is in high demand.
I have a question about my order. Where do I go?
  • 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 the Search Icon).
  • Click "My Orders" to see the history of all your past orders.
How do I check the status of my order?
  • 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?
  • SGS may automatically send an email to ask for product reviews.
  • Buyers are welcome to leave reviews on their favorite products to help other 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 strictly about the product (i.e. your likes and dislikes of the item or 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.
CREDIT CARDS
  • We accept Visa, Mastercard, American Express, Discover, and JCB.
  • Note, our global processing service will not accept cards issued by local banks that do not carry one of these logos.
PAYMENT SECURITY
  • 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.
ORDER VERIFICATION
  • Orders may be subject to payment verifications.
  • For 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.

Shipping/Delivery

When will I receive the item I ordered?
  • If your order does not contain a pre-order item, the order will take between 5 and 10 days (domestic) 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 your order includes pre-order items, artist cases, or other items not ready for immediate shipment, we will dispatch your entire order once these items are available for shipping.
  • 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
I still haven’t received the item even though the expected arrival date has passed.
  • We ship orders based on estimated arrival dates, but international shipments may take longer due to transportation and customs.
  • If your order hasn't shipped, check the product pages for estimated ship-out dates.
  • Allow 3-5 business days for order processing after the expected shipping date.
  • Once shipped, domestic orders typically take 7-10 business days for updates on the carrier's site. Please note international shipments can take 7-30 business days, but most arrive within 10-30 business days.
  • Orders are prioritized by expected arrival dates and held until all items are ready to ship.
  • During peak times, not all orders may ship on the same day, and international deliveries may have delays.
  • For real-time shipping updates, refer to the shipping invoice sent via email.
Some of the items I ordered are missing.
  • If your product is missing, we kindly request the additional information as follows. 

 Please provide all the requested documentation to our Private Inquiry or Email: [email protected].

For missing product(s)

  • Attach a video: Please send a video of you unboxing your order. Please make sure we can clearly see each item you have received.
  • Attach a photo: Please take a photo of all the received items alongside the delivery box, showing the tracking number details (If there is no box, please provide the tracking number).
  • If the waybill sticker is discarded, please put a memo with your name, address, and order number on the memo paper.
  • Explain your inquiry in accurate detail. Please include your Order Number.
  • Ensure the invoice and waybill number, along with the content of the parcel, are visible in the same picture.
  • Ensure that the pre-order benefits are limited in stock. It is not guaranteed that each item will contain this pre-order benefit.

We will do our best to resolve your issue, please provide the documentation as soon as possible. 

 Please kindly note that it may take some time during the process. 

It says the delivery is completed, but I haven't received it yet.
  • 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 such as UPS, USPS, FedEx and then send the invoice number and details to SM GLOBAL SHOP.
My order arrived damaged.
  • 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: [email protected].

What to include in Inquiry or Email:

1. Unboxing of order

2. 1 photo of the front of the box where the invoice is visible 

3. 1 photo of the entire area of the damage

4. 1 photo of the item covered in protective packaging air cap/bag

5. 1 photo of the damaged item

  • However, your complaint will not be processed if it’s only the shipping box that’s damaged.
It says my order is in transit, but I can't track the shipment.
  • 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.
The exclusive poster that was supposed come with the album is missing from the order.
  • The exclusive poster or photo card is a special limited edition item that are produced only once. It is shipped out on a first-come, first serve basis depending on the quantity of the items we have in stock. 
  • If the exclusive items are out of stock, they will not be included in the package you have purchased even if it’s a pre-order. 

(Please be informed that the exact time when we run out of stock and the time we update the out of stock message may not match.)

  • Not every release of a Pre-Order Item will include an exclusive item. Please check the item description to see if one is included.
SERVICES
  • US Standard Parcel Mail (7-10 days)
  • US Priority Mail Parcel (3 days)
  • International: UPS Standard International Mail (10-25 days)
  • International: UPS Priority Mail International (7-20 days)
PROCESSING TIMES
  • Shipment date does not include processing time.
  • Processing time generally takes 1-3 business days depending on stock and during high demand periods, it could take up to 5-7 business days.
Difference between Regular Shipping and Earlier Shipping for pre-orders
  • SM GLOBAL SHOP is the official SM Merchandise store and many or 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 warehouse2-5 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 the global audience.
How long should I wait for my order?
  • Please rest assured, orders usually arrive safely within 5-10 business days (domestic) and 10-30 business days (international) after your order is shipped out.
I want to change my shipping address but my order is in transit
  • You cannot change your shipping address if your order is currently in transit
  • If you need to change your shipping address during transit, please send your inquiry to the local courier services company along with the invoice details you have received.
My Package is Lost / Stolen

To address your concern regarding the missing or stolen package, we recommend taking the following steps:

 * Check with Neighbors and Family: Sometimes, packages may be delivered to nearby addresses by mistake. We suggest asking your neighbors or family members if they may have received the package on your behalf.

 * Verify Delivery Status: Please review the tracking information for your order to ensure the accurate delivery status. This information should be available in the shipping confirmation email we sent you earlier.

 * Contact the Shipping Carrier: If the package is confirmed as delivered but remains unaccounted for, we advise contacting the shipping carrier directly. They may be able to provide additional information about the delivery location or any potential issues.

 * File a Stolen Package Report: If it becomes evident that the package has been stolen or cannot be located despite delivery confirmation, please proceed to file a stolen package report with the shipping carrier. They will initiate an investigation to assist in recovering the package or offer appropriate remedies.

If your order has passed the 30 day delivery mark and there is no delivery or update, we kindly advise that you take the following steps:

1. **Contact the Shipping Carrier:** Please reach out to the shipping carrier responsible for your order's delivery. They should initiate an investigation and provide further details on your shipment's status. Provide them with your tracking number and any relevant order information.

2. **Claim Process:** The shipping carrier will guide you through the claims process. Follow their instructions carefully and provide the required documentation.

3. **Timely Action:** Please initiate the claim as soon as possible, as carriers often have specific timeframes for claims.

Unfortunately, we cannot issue refunds for lost international orders as this issue falls under the shipping carrier's responsibility.

Please understand that, unfortunately, we cannot directly intervene in this situation as the shipping carrier holds responsibility for the package's safety once it is delivered

Exchange/Refund

I'd like to request an exchange/refund for a defective product or missing item.
  • If you want an exchange or refund due to misdelivery, damage, or defects, please contact our Customer Service via Private Inquiry or Email: [email protected]
  • Please note that refund or exchange requests will not be processed if it’s due to your change of mind.
When should I expect my refund?
  • After verifying the return of the product, it may take 1-14 business days or more to process the refund. The exact timeline for refund confirmation may vary depending on the credit card company and payment service used.
It says the payment has been canceled, but I haven't received the refund yet.
  • After the refund has been processed, it will take between 1 and 14 business days 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've paid with a credit card, the payment will be canceled from your bill. (You may still receive a payment request based on your payment date, in which case the credit card company will refund it the following month, visible in that month's statement.)
Is there a timeframe for an exchange or refund request?
  • If you want a refund or exchange for wrong delivery, damaged goods, or product defect, please send your request to Private Inquiry or Email: [email protected] within 7 days from the date you received the item.
How long will it take for me to get the item I requested for an exchange?
  • Depending on the product received for exchange, it may take some time to receive the replacement product depending on the circumstances of the supplier.
  • Please note that when the delivery of the replacement product begins, a shipment notification will be sent to the contact information of the customer registered in the order form.

If the replacement product is not delivered within 7 days from the date of shipment notification, please submit it through Private Inquiry or Email([email protected]).

Who pays the shipping cost for my return or exchange?
  • SM Global Shop will reship on behalf of orders that are missing and or defected. We do not for the shipping cost for returning any items for a refund or exchange due to your change of mind.
  • For more details, please contact us through Private Inquiry or Email: [email protected]
I can't get a refund on the payment method I used, is there any other way to receive it?
  • 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 

* Refund(s) 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 are 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.

Returns

How do I return my item?

Returns and exchange request must be made within the first 10 days of receipt. Items must be brand new and unopened (cannot be used, worn, or damaged by customer).

Please note that the customer must purchase a return label in order to process the return.

  • Shipping cost is not refundable for any returned orders or packages.  
  • SM Global Shop reserves the right to refuse/discard unqualified returned items that did not meet our site policy guidelines.  

Please allow 3-7 business days to inspect and process your returns.

** Packages that are returned because they were refused, unclaimed, or unpaid in custom duties (for international orders) are subject to 20% restocking fee.

**Packages that are returned due to an incorrect or incomplete address including foreign characters or missing apt #are subject to 20% restocking fee

Can I view the return policy?
  • To view the return policy, please check our Refund Policy section in our footer menu.
How soon can I expect the exchanged item to arrive?

Depending on the product received for exchange, it may take some time to receive the replacement product depending on the circumstances of the supplier.

Please note that when the delivery of the replacement product begins, a customer service representative will send a email to the customer registered in the order form.

If the replacement product is not delivered within 7-28 business days (for international order) and or 5-10 business days (domestic) from the date of shipment notification, please submit it through Private Inquiry or Email at [email protected]

When or will I get a refund?

The refund will be made via the same payment method that was used for your initial purchase.

You will receive the refund confirmation via email once the return has been completed.

If you do not see a credit to your account within 14 days, please use this confirmation and present it to your banking institution so they may help you facilitate the process.

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Pre-Orders

My order was placed weeks ago but it hasn't been shipped out yet, what's going on?
  • 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 estimated ship date along with the time it takes the post office to deliver your package from Los Angeles to your destination.
What is the difference between pre-order and a regular order?
  • 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?
  • For more information on shipping lead times, visit our Pre-Order Information page.
My pre-order exclusive items are missing
  • We will like to kindly remind you that exclusive posters or photo cards are special limited edition that are produced only once.
  • Once they are shipped out on a first-come, first serve basis depending on the quantity of the items we have in stock. 
  • So if the exclusive items are out of stock, they will not be included in the package you have purchased even if it’s a pre-order. 

(Please be informed that the exact time when we run out of stock and the time we update the out of stock message may not match.)

  • Not all pre-order items will include an exclusive item. Even if it is included in images, if we do not state it in the item description then it is not included.

Product/Merchandise

I want to know the criteria for determining defects of a product.
  • Defect classification may vary according to the item, so please send us a photo of the item you are inquiring about to the Private Inquiry so we can send you the exact classification.
  • The following are not recognized as a defect or a cause for an exchange:

 - Differences in color due to the monitor type.

- Minor defects on the item that occurred during the production process (Ex: Dents, scratches, indentations, or ink splashes in the size of a less than 5mm.)

- Dents or indentations caused by the weight of the item on top.

- Scratches or indentations that are visible only when the light is reflected.

- Deformation of the item caused by the characteristics of PVC or environmental factors (temperature and humidity).

- Defects on the back of the item including portraits on the photo paper.

My Product is defected.

Please make sure to explain what defect you are reporting
and include an image with all received items as well. We kindly request you to attach photos for defective items
as follows:

  • Attach a photo: please take a photo of the contents below with both conditions 1 and 2. 
  • 1) Delivery box and tracking number can be verified (if there is no box, please provide the waybill number) + All components of the item received must be included in one picture
  • 2) A photo of the defective part of the product that can be verified (Please take a photo that can identify the product)

** Please note the photocards, poster item(s) may contain minor stains, slight bents, light scratches and or misprints that occurred during the manufacturing process and it will not be accepted as defective items.

Is My Item In Stock? Will sold-out items will be restocked?
  • We’re sorry to tell you that we can’t tell you exactly how many we have in stock because the items can be sold at anytime. 
  • We do not have the Notification Service to inform you whether the sold out items are in stock again. So please put the item you want to buy in your [Wishlist] to see if it’s in stock.
The Official Fanlight I ordered from SM GLOBAL SHOP is not working.
  • Please check to see if you have used the correct battery type (alkaline) and if it's installed correctly according to the battery terminals (±). 
  • If the light stick still doesn’t work after you have checked that it’s the right battery type and it’s installed correctly, please record a video of the whole process of battery installation and power malfunction and send it to the representative email ([email protected]) and then post your inquiry on our 1:1 Inquiry channel.
I want to know the size and weight of the item.
  • If you need detailed information such as product size and weight - since specific specifications vary for each product, please refer to the [Item Description] section located at the bottom of the product detail page.
IS this the official SM Entertainment Merchandise Shop?
  • 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 Hanteo/Circle Charts (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 by enjoying authentic high quality merchandise from SM Entertainment!
  • We hope to continue sharing 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?
  • We develop, design, produce and sell all our merchandise under a licensing contract with SM Entertainment, and go through their approval process.
  • Here is the way to define official merchandise: Certification Sticker, Label, or Hangtag.
Why is certified official merchandise important?
  • 100% of official merchandise sales directly support all SM Entertainment artists.
  • Official merchandise is made of high-quality fabrics, stitching styles and materials. We want fans to treasure their merchandise for many years.
  • Official merchandise is stylish and unique. We keep up with the latest trends.
What is the difference between artists official merchandise and un-official merchandise?
  • Un-official simply means fake products that manufacturers or merchandisers produce without SM Entertainment’s approval nor a rightful licensing contract. Which means, the sales from un-official merchandise do not support SM Entertainment Artists in any shape or form.

Digital Orders

Can I refund my digital EP purchase?
  • 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 a wrong version or corrupt digital EP file. What do I do?
  • Please contact our support team using the Help Center for a free replacement of your digital EP.