SM Frequently Asked Questions

Ordering on The SM Store Online
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I have ordered and confirmed payment with The SM Store Online. What should I do next?
Once your order has been verified, we'll take care of everything for you. All you have to do is wait for your package to be delivered.
Can I order with my account from Lazada on The SM Store Online?
Yes, because of our partnership with Lazada, you can use the same account that you would normally use on Lazada when purchasing from The SM Store Online.
How can I order without an account on The SM Store Online website?

You can order from The SM Store Online without an account. Just order as you normally would and select “Continue with a password”.

For a detailed instruction on how to order, check out

NOTE: The next time you try to place an order using the same email address, you will be prompted that an account already exists under your email address. This is for the account that was automatically generated for you when you first placed an order as a guest. This way, you have your information and order history saved for your best online shopping experience.

To access your account, click on the "Forgot password?" link and an email will be sent to you containing your password. Log-in at using this password and place your order.

Can I call Lazada to place an order?

We currently do not offer ordering over the phone, but rest assured that we are working on providing this feature in the near future.

However, we highly recommend you to check out how to make a purchase online here

If in any situation you cannot place an order online, please contact our Customer Service, we will be more than happy to assist you.

How do I remove an item in your shopping cart?
To remove an item in your shopping cart, you can:
  • Click on the Cart icon on top of Lazada page to go to your shopping cart
  • Click on the "X"icon
  • Your cart will be updated and that item will be removed.
Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email and SMS right after you have placed your order.

We will also send email and SMS notifications to keep you updated frequently on your order status.

Why are the emails I receive after I place an order from Lazada?

The SM Store Online has partnered with Lazada, the country’s leading e-Commerce marketplace, to help bring you the products that you know and love from the SM Store straight to your doorstep.

While all the correspondences that you will receive regarding your order will come from Lazada, you can rest assured that you are getting the same kind of service that you have come to know from the SM Store whenever you place an order through our website.

What are the payment methods available?

To bring you the best online shopping experience, the SM Store Online, in partnership with Lazada, offers multiple payment methods:

  • - Cash On Delivery
  • - Credit/ Debit Card (Mastercard, Visa, AMEX and JCB)
  • - BDO Installment
  • - MegaLink
  • - BancNet
  • - Philippine-Paypal accounts
  • - Alipay

For more details on each payment method, please refer to

How do I know if my payment transaction is successful?

There are 3 simple steps in checking the success in Order Creation.

  • 1.) If an account has been created, you can go to the Order Tracking Page which can be found on the upper right hand corner of the website. The Order Tracking Page would show you orders made from the time the account started to the most recent order.
  • 2.) Check your email. An email notification will be sent out once Order has been successfully made.
  • 3.) If all else fails you can call us at our hotline at (02) 7950600
  • or send us a message via to check if your order went through.
What is COD?
COD Stands for Cash on Delivery. This is a payment method offered by the SM Store Online that gives you the opportunity to pay for the item/s you have ordered only when it gets delivered. A few areas in the Philippines are not covered by COD transactions due to geographical restrictions. We highly recommend that the exact change is prepared for your convenience as our delivery agents may not have that much change on hand.
How do I pay cash for items not available for COD?
Pay using Alipay when you shop for items that are not available for COD! Create a Alipay account and add money to it by paying cash at our over-the-counter partners before you shop. Scroll down for more information about Alipay.
Which credit cards are accepted for payment?

The SM Store Online accepts all major international and local credit and debit cards that are supported by VISA, Mastercard, JCB or AMEX.

For foreign-issued cards, please tick on the "Bill to a different address" box in our check out page. It is where you can input the billing address for your credit card.

Your card details will be protected using industry-leading encryption standards.

You can read more about our Payment methods at

Can I use a credit card which is not under my name to place an order?
Yes you can as long as you get the consent of the Credit Card holder. The SM Store Online validates these type of transactions by calling the Card Account Holder. To ensure the order is not cancelled, please provide the contact details of the Primary account holder to our Customer Service Team or have the Account holder available during validation
Why am I not able to make a payment with my Paypal account?
We encourage you to use a Philippine Paypal account when making a purchase through Paypal on our website.

While most international Paypal accounts are accepted by Paypal Philippines, you might encounter issues from some restricted country accounts.
Why was my order charged wrong amount?
Your order might have included additional charges like shipping and/or bulky fees. For more information on these extra fee terms, please refer to and at the product page of the item you bought.
Do you keep my credit card details?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

If you are using a credit card which is not under your name, please ensure that you get the consent of the Credit Card holder as we validate these type of transactions by calling the primary Account Holder.

How can I pay using Alipay?

Pay with Alipay in three easy steps: (1) register for a free account here before you shop on the SM Store Online, (2) add money to your account via credit or debit card, online banking, or over-the-counter options, and (3) shop at The SM Store Online, choose Alipay at checkout, and follow the steps. That's it! Make sure to add funds to your Alipay account before shopping to make your payment even faster.

If you don't have an account but you have a Visa or MasterCard credit or debit card, just choose Alipay as your payment option and follow the steps.

Where can I request an official receipt?
The SM Store Online provides a copy of your sales invoice with every order that you make and it will be included in the package delivered to you.
Why does my order come with Lazada documentation?

Through our partnership with Lazada, The SM Store Online delivers your order through their fulfillment services, and is reflected in the documents that come with your package.

But rest assured that all products sold on our website come directly from one of our stores and that each is prepared and packed by our highly-trained staff so that it gets to you in perfect condition. We have worked closely with Lazada to ensure that they meet the same high standards of customer service that you come to expect from The SM Store.

How do I cancel my order?
At this time, the SM Store does not allow cancellation of orders once they have been processed.
Can I earn SM Advantage Points with my purchase?
Yes! You can definitely earn SM Advantage points. Just be sure that you’re card and account are active and you are all set.
How do I earn SM Advantage Points?
After every transaction, you’ll be redirected to a confirmation page with the a small area at the bottom where you can enter your SM Advantage Card number and name. Just submit this information and you’re all set to receive your points within 3 to 5 days upon confirmed delivery of your item by Lazada. It’s that simple to earn your points online.
What cards are applicable for to earn points when I hope online?

The following cards are eligible to earn points online:

  • • SM Advantage
  • • SM Prestige
  • • BDO Rewards
  • • Primo Card
  • • MOM Card
  • • SM Stationery Card
  • • Love Your Body Card
How many points can I earn on the online store?
We currently award 1 point for P200 pesos spent online.
What if I forget to add my card details after I complete my transaction?
We are really sorry but at this time, we are unable to add back points in the event that you missed entering your card name and details at the end of each transaction. Rest assured we are trying to find more ways to help serve you better.
What if I don’t receive my points?
For any points-related concerns, you may reach out to the SM Advantage hotline at (02) 833-8888 or (02) 944-3888 for callers within Metro Manila or at 1-800-10-833-8888 or 1-800-8-944-3888 for callers outside Metro Manila. You may also send an email to
Shipping and Delivery
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How do I track my order status?
You can track your order online 24/7 by following these steps:
  • 1. Go to
  • 2. Enter your order number and email address
  • 3. Press ""Check now"" to check your order status
  • 4. Or you can just click on Order Tracking on the top right of SM page, enter your order number and email address, then press ""Track"" to check your order status.
I can't track my order on courier tracking page. How do I track my order?

Tracking information from our third party couriers will be available after 24-48 business hours after your order has been shipped out. Still, you can check your order status with our Order Tracking Tool at SM's system is updated daily to provide you with the best tracking service.

If after 2 business days you still have problem with your tracking number, please reach out to us at or through our hotline (02)795 0600 and we will assist you right away.

What is the shipping rates and surcharges?

SM store offers free shipping within Metro Manila. Free shipping for Luzon for orders above or equal to Php 1,000 and free shipping for Visayas and Mindanao for orders above or equal to Php 2,000.

Shipping Method Basket Size below ₱1,000 Basket Size between ₱1,000 and ₱2,000 Basket Size greater than ₱2,000
Metro Manila FREE
Luzon 99 FREE
Visayas 119 FREE
Mindanao 119 FREE
Special Areas 700

For Out of Delivery Zones, there is a flat charge of PHP 700 that is added to your shopping cart upon check-out. Please see for the complete list of areas that are out of service areas for our logistic providers.

You can read more about Shipping at

How do I check my shipping fee when placing an order?

During checkout process, you can check your shipping fee in the Order Summary box.

What is the bulky fee for?

Your bulky fee is used to pay for licensing and insurance that protect you and your goods against unscrupulous or hazardous situations.

How is my bulky fee calculated?

Your bulky fees are calculated based on either the actual weight or the volumetric weight of your item, whichever is higher. The charges vary depending on the weight as seen below:

For futher information, please visit our shipping page

DIM Weight (in KG) GMA Luzon Visayas Mindanao / Special Areas
20 Free 190.00 300.00
21 Free 200.00 320.00
22 Free 215.00 335.00
23 Free 225.00 355.00
24 Free 235.00 370.00
25 Free 250.00 390.00
26 Free 260.00 410.00
27 Free 270.00 425.00
28 Free 280.00 440.00
29 Free 295.00 460.00
30 Free 305.00 480.00
31 Free 200.00 305.00 480.00
32 Free 215.00 325.00 510.00
33 Free 230.00 345.00 535.00
34 Free 245.00 370.00 565.00
35 Free 260.00 390.00 595.00
36 Free 275.00 415.00 625.00
37 100.00 290.00 435.00 650.00
38 115.00 305.00 460.00 680.00
39 130.00 320.00 480.00 705.00
40 140.00 340.00 505.00 735.00
41 155.00 360.00 525.00 765.00
42 170.00 380.00 550.00 790.00
43 180.00 400.00 570.00 820.00
44 195.00 420.00 595.00 850.00
45 210.00 440.00 615.00 880.00

For highler kilogram bulky fee please click on this link

When will I receive my order?

After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email and SMS.
After successful verification (within 24 - 48 hours after order date), you can expect to receive your order within the following timeframes:

  • In Metro Manila Areas: 1 – 7 business days
  • In Non-Metro Manila Areas: 5 – 12 business days

I ordered multiple items but I only received one, where are my other items?

Whenever we encounter multiple items in a single order, we ship each item as soon as they are made available.
Shipping time for all items under one order number will still follow the applicable delivery time frame on your area.

Can I prearrange the date of delivery?

Our courier service is unable to provide scheduling of deliveries; therefore we cannot guarantee the delivery of your order for a specific time or date.
Yet you can rest assured we are working closely with our service partners to allow us to better serve you in the future.

Do you deliver during weekends and holidays?
Your orders may be delivered on a weekend or a holiday depending on our courier's availability. You will be notified should your order be delivered outside of business days.
I need my order now, can the SM Store Online speed up the delivery?
Although we currently do not have an option for express delivery, we always ensure that your orders are delivered within the promised delivery timeframe.
I just received an email saying that my item has been shipped. When will I receive my order?
Once shipped, you should receive your order within the promised delivery timeframe of 1-7 business days for Metro Manila areas and 5-12 business days for non-Metro Manila areas. Please note that deliveries for imported items may take longer.
I ordered multiple items, but why did I receive only one email and one tracking number?
We usually send one notification per order number even if this includes multiple items. You will however receive one notification for every item that is tagged as shipped or out for delivery.
How can I know the exact date and time of delivery?
Our courier service is unable to provide the exact date and time of delivery however we can assure you that your order will be delivered within our promised delivery time frame.
Can I receive a call before delivery?
You will receive a SMS notification from our partner, Lazada, once your order is out for delivery and our rider will communicate with you via call or SMS upon arrival at your address.
Why do I receive my order in separate deliveries?

While the SM Store Online strives to have all items readily available, we sometimes encounter some instances where we must source ordered items from other branches. In this event, we ship each item as soon as they are made available so you get your order faster. Rest assured we are tracking everything as this happens.
Shipping time for all items under one order number will still follow the applicable delivery time frame on your area.

Can I cancel my order after order has been shipped?
At this time, the SM Store Online does not allow cancellation of orders once they have been shipped out via our couriers.
What if I am not at home when the package arrives?

You will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person.
You can also contact our customer service at immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

Is there any domestic area the SM Store Online cannot deliver to?

We can deliver to all serviceable areas of most courier services. However, there are still some geographical restrictions. If our couriers are not able to deliver to your area, we will inform you through call right after you place your order.
For orders within Metro Manila, we deliver within 7 business days upon finalizing the full payment. For orders outside Metro Manila, we deliver within 12 business days with the exception of some remote areas.

Does the SM Store Online offer international shipments?
We are currently unable to offer international shipping at this time.
Can the SM Store online deliver the package to my office?

The SM Store Online will deliver your order following the address you provided during checkout, whether it is your house address or office address.
In case you want to change your delivery address afterward, please send us your inquiry at We will help you to change the address and also send you a confirmation once done.

NOTE: Delivery addresses can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our couriers.

Can I pick up my order at a branch of The SM Store Online?
We currently do not allow pick-up of orders at our branches at this time. But rest assured that we are continuously working to improve our services and we hope to bring this option to you in the near future.
Can I purchase multiple items and have it delivered to different shipping addresses?

We currently do not offer delivering different items to different addresses for the same order.

Should you want to have your items delivered to different addresses, we would recommend placing different orders (items to be delivered to the same shipping address should be put together in 1 order).

What is SM Store Collect?

An SM Shopping Mall pickup option for purchased Lazada items. *Initially available for Metro Manila shipping address only.

What items are eligible for customer pickup?

Items below 5 kgs in weight and not more than 48 cm are eligible for customer pickup.

Where can I check if my items are eligible for customer pickup?

You will see an SM Mall Customer Collect shipping option upon checkout if item/s are eligible.

For Shipped via Store Pickup please refer to the information found in the Shipping option:

What address is eligible for customer pickup?

If your shipping address is within Metro Manila area, your order will be eligible for pickup.

Where is the pickup point in SM Mall Makati located? (Directions)

Pickup point is located on the Second floor of SM Store (Men's and Accessories Department) in SM Makati next to Cashier 9.

What are the pickup point operation hours?

Pickup point will be available during mall hours, 10am-9pm Monday to Thursday and 10am-10pm Friday to Sunday.

If I did not pickup my package, when do I get a refund?

Your refund will be processed once the package is confirmed as returned to Lazada. We will update you via email once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank.

Click here for more details on refunds

Can someone else pickup my package/order for me?

This is not recommended, in such cases your representative can pickup on your behalf with the following conditions:

  • Present the OTP (One Time Password) and tracking number.
  • Present a photocopy of your valid ID and a photocopy of the representative’s valid ID.
How do I track where my package is currently located?

You can check your order status anytime online with our Order Tracking tool. Once the package arrives at the pickup point, we will send you a message through Email and SMS with instructions on how to pickup your package.

To ensure that you don’t miss out to pickup your package, we will send you an SMS and Email reminder 3 times within the 5-day pickup period.

I am at SM Makati, but I don't have a phone with me & don't have any information (Tracking number and/or OTP). Can I pickup my parcel?

No, you will need to present your OTP (One Time Password) and tracking number to be able to pickup your package.

Please note that we will send you an SMS and Email reminder 3 times within the 5-day pickup period so you don’t miss out to pickup your package.

I have received a "pickup notification". However, I want my parcel to be delivered to my home instead. Would it be possible?

No, we can't direct our pickup point package to be shipped to your home address. This order will be cancelled and you will need to place a new order with the preferred delivery shipping option.

I am at SM Makati, but my parcel looks damaged/bad condition. Can I open & check in front of an SM personnel? If it's damaged, can I return to an SM personnel right away?

If the package looks damaged/bad condition, you have two options:

  • You may reject and not open the package Inform the SM personnel that you will not accept the order due to possible damage. Your order would then be considered as cancelled and your refund will be processed once the package is confirmed as returned to Lazada.
  • You may accept and receive the package Once accepted, you can open the package and check the content. If item/s are damaged/bad condition, you will need to follow our Lazada Returns process. You can't return the package at the pickup point.
Can I return my parcel to SM Makati?

No, you will need to return the package at an approved Lazada return location. Please check our Returns Policy for more details.

I received my OTP (One Time Password) and have accidentally deleted the SMS and can't retrieve the Email, can you send it to me again via SMS or Email?

No, we can't resend it to you. Please secure a record of your OTP (One Time Password). To ensure that you never miss out to pickup your package, we will send you an SMS and Email reminder 3 times within the 5-day pickup period.

I received the pickup time & date, but I am unavailable to pickup as I am out of the country and no one can pickup for me, can I request it to be delivered to my Metro Manila address and would there be an additional shipping fee?

No, we can't direct our pickup point package to be shipped to your requested shipping address. This order will be cancelled and you will need to place a new order with your preferred shipping address.

Can I request for a preferred date of pickup at the SM mall within the 5-day pickup period?

No, requesting for a preferred date of pickup is not allowed. You can pickup your package at the pickup point within the regular mall operating hours which are: 10am-9pm Monday to Thursday and 10am-10pm Friday to Sunday during the 5-day pickup period.

I have changed my mind. Can I cancel my order?

Once your order is shipped, the order can't be cancelled. But if you don't pickup the package within the 5-day pickup period we will refund your order once the package is confirmed as returned to Lazada. We will update you via email once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank. Click here for more details on refunds.

Click here for more details of our Cancellation Policy.

Can I exchange my order for another item of the same price?

No, we currently don't allow exchange to another item even if they are at the same price. You may cancel this order or place a new one.

Returns and Refunds
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How do I return an item?

If you need to return your order, all you need to do is bring the package to the nearest LBC together with a completed return form. Be sure that you return your order with the original sales invoice and any other documentation that you received from us so we can properly process your return.

You may track your return shipment using the tracking number provided to you by either LBC. We are currently working on adding other couriers to our list.
Please note that we have strict 7 day return policy and we might not be able to accommodate your returns if this period has lapsed.

What are possible reasons for returns?

When selecting the reason for return on the Online Returns Form (you can download the form here), please be guided by the following table:

Reason of Return
Description of Return Reason
Condition for Refund
Damaged or Defect Damaged Packaging Packaging of the item shows clear physical damaged and/or is broken on arrival. - Plastic wrap or seal should be intact
- Item must not be used
- Item must include all packaging and accessories
Defective Item The item does not function as described in the seller’s specifications. - Item can be used but must be in condition ‘as new’
- Item must include all packaging and accessories
Wrong item/missing parts Item is different from the description on the website and/or is missing parts - Item must not be used (if it is possible to distinguish the item from its packaging)
- Item must be sealed, in original condition, with all packaging and accessories
Unhappy with product quality Quality of item is not as per your expectation - Item must not be used
- Item must include all packaging and accessories
Item does not fit Item does not fit*
*Apparel & Footwear only
- Item must be in original condition
- Item must include all packaging and accessories
Changed mind*
*Only applied for 100% Satisfaction Guaranteed
You simply changed your mind - Item must not be used
- Item must include all packaging and accessories
What are the requirements for a valid return?

If for any reason you are unsatisfied with your order, you may return it as long as your item meets the following criteria:

  • - Your item cannot be returned after 7 days.
  • - You have complete proof of purchase (delivery notice, official sales invoice)
  • - The product must not fall into the non-returnable product list (Click here to see)
  • - The reason for the returns must be on the reasons for returns list (Click here to see)
  • - The goods must be in new condition and returned in the original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it
  • - The product must not have been used or installed or had any data inputted
  • - All sealed items must not be opened
  • In case you have opened the seal, please refer for assistance to the relevant service center indicated on your warranty card.

Note: All returned items not accompanied by a completed paper copy of our return form will be automatically declined and sent back

How are returns processed?
We will notify you once we have received your return. We will conduct an evaluation within two (2) business days and notify you that we are processing your refund or replacement, according to what you have indicated on the Online Returns Form or download the form here. If a return is invalid, we will notify you as well and send the item back to you.
Can I go to the store to return my order?
We highly discourage returns of orders made online to our branches. Please proceed to your nearest LBC branch to return your orders.
How can I get a refund?
Refund process begins after we have completed evaluating your returned product. This quality evaluation process may take about 2 business days. We will send you an email and SMS notification once completed.
Your refund will be processed following the refund method you chose in your Online Returns Form or download the form here. Please refer to the table below for expected lead time on your refund:
Refund Method Processing Time (after return has been evaluated)
Credit/Debit card 5 - 45 working days
Paypal 3 - 5 working days
Bank transfer 3 - 5 working days

For bank transfers, please make sure you indicate bank deposit as your preference and supply the required information in the Return Form.

Vouchers and Promotions
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How do I use my voucher?

Vouchers can only be used during checkout.

At Payment step, you will find a voucher code box under Order Summary (on the right side of the page)

To use your voucher code, enter it in the voucher code box and click "Use Voucher"

A corresponding deduction will be applied to your total amount

You may need to log in to your account in order to use your voucher. Kindly make sure to check if the voucher has been applied to your purchase before submitting the order.

Please also note that vouchers sometimes have a minimum spend associated to them, and as such might cause your code to be invalid depending on the size of your shopping cart.

Can I use a voucher for my existing order?
We are unable to add the voucher code for you within the system. Voucher codes must be entered when you are at Payment step during checkout.
Do I need an account with the SM Store Online to use vouchers?

Yes. You may be required to log in to you’re the SM Store Online or Lazada account in order to use vouchers.

To register for an account, simply click on "Signup" in the top right corner of the page. An email will be sent to you to notify your successful registration.

Can I use different vouchers at the same time?
You can only use 1 voucher/ voucher code per transaction.
How long is my voucher valid?

It varies. The expiration date is always displayed on your vouchers/ voucher codes.

Generally, vouchers/ voucher codes are valid for 30 days or less. The 30 days starts from the day you are notified that you have received a voucher.

If you receive a voucher code via email, the expiry date of the vouchers/ voucher codes will be indicated in the email.

What happens if my voucher expires?
An expired voucher/ voucher code is no longer valid. But don't worry, we will remind you to use your gift before it expires.
What are the Terms and Conditions for Voucher Usage?
The following terms and conditions (T&Cs) apply to your use and redemption of promotional vouchers or voucher codes, where such vouchers are offered for no consideration (according to voucher terms & conditions
How do I learn more about promotions and discounts on the SM Store Online?
To learn more about the different promotions and discounts on the SM Store Online, be sure to sign-up for our newsletter via link here.
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How to contact?

We would be delighted to hear from you!

Kindly use the webform below for any questions or feedback.

  • - To immediately find answers to your questions: consult our Help Center
  • - To track your order: use our Order Tracking tool
  • - To return your order: submit online form from "My Orders" page (login required)

To stay updated on the latest promotions, deals, and events, please subscribe to our newsletter, like us on Facebook, and add us on Twitter.

Question? Call us at (02)795 0600

​Our Customer Service is open 7 days a week from 6 A.M. until 12 Midnight.

Note: We will be undergoing a system maintenance and our phone support will not be available from Sunday - May 15 11PM to Monday - May 16 4AM.