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FAQ

Merchandise Related

Is this the official SM Entertainment Merchandise Shop? Arrow

Yes, we are licensed under SM Entertainment to sell their goods on our online shop. We primarily focus in the US, Latin, and European market since we ship all of our goods directly from the US. We carry only official SM Entertainment Merchandise which is branded by our official SM certification stickers that come with every order!

How is it SM Entertainment official merchandise? How can you define if it 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.

Shipping & Refund Questions

What type of shipping services do you guys offer? Arrow

We offer international shipping via UPS and USPS. For US orders, shipping is free for orders above $50. For more questions please read the shipping & payment info.

Why did I get charged fees to pick up my international order? Arrow

Depending on your country’s customs office you may have to pay duties and taxes for international shipping. These additional fees are assessed by your government and we have no control over them, nor do we know what fees they will use. If you are concerned about your country’s import tariff we suggest contacting your local customs office directly.

Can I get a refund for my order? Arrow

After your order is received and inspected, we will notify of the approval or reject of the refund. If approved, you will receive credit automatically applied to your original method of payment. This could take up to 5-7 days. We also charge a 20% restocking fee for all returns. Customer's shipping cost is non-refundable for returned packages or packages lost in transit by the carrier.

What do I do if I want to cancel my order? Arrow

Cancellations can be made until items have been processed and shipped out besides album preorders which cannot be cancelled. If the item has been shipped out and processed they can not be canceled.

My order got returned due to incorrect address. Can I get refund? Arrow

For returned packages due to incorrect undeliverable address, customer will receive full refund minus original shipping cost ($5 minimum) plus 20% restocking fee. Customer's shipping cost is non-refundable for returned packages or packages lost in transit by the carrier.

Restocking Questions

Will you guys be restocking EXO Fanlight anytime soon? Arrow

The restock date for the EXO Fanlight is not decided yet but if there is news we will definitely let our followers know!

When is the release date for album for [ARTIST}? Will [ARTIST] have a comeback? (Any other non-shopping and non-merchandise related questions) Arrow

Sorry but we do not have the right to share SM Entertainment’s internal information such as Artists’ schedule at this point ☹

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