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General

SM Malls Online is the newest online shopping app of SM Supermalls. Shop from trusted mall brands, restaurants, and Cyberzone. Have all your orders shipped with 1 delivery fee or choose to pick it up in-store. It’s your ultimate shopping companion, bringing the fun of SM Malling to your phone!
SM Malls Online is available to download on the App Store and Google Play. We are currently available in SIX (6) malls: SM Megamall, SM North EDSA, SM Mall of Asia, SM City Fairview, SM Southmall, SM Aura Premier! However, we are adding more SM Malls to serve you real soon.
Shop from the following mall brands currently available in our app. We’re also working hard to have all your favorite and trusted brands available soon on our app.
Shop from a wide assortment of products from multiple mall brands. We’re continuously adding more products to the app.  
Standard Shipping fees are as follows, with a maximum limit up to 20KG: For Food: Php 59 Standard ; Php 129 Long Distance for select restaurants For Non-Food: Php 49
Registered users can order via delivery method within 10km distance (Non-Food), and 5km distance (Food & Beverage), and 10km distance (Food & Beverage Long Distance Delivery for Select Restaurant Brands) from the chosen mall. If you are outside geolocation limitations, pickup services are currently available.
We’re working on having more SM Malls available and nationwide shipping soon!

Registration

1. Download the SM Malls Online App on the App Store or Google Play.
2. Open the SM Malls Online App.
3. Click Continue. 
4. Enter your current mobile number. 
5. A 6-digit one time pin will be sent to your mobile number. Enter this code on the app to verify your account. 
6. Complete your profile by providing your Name, Email Address, Gender, and Birthday.
7. You may now log in to your SM Malls Online account & start shopping!
You may wait for another 5 minutes to resend the OTP to your mobile phone. Make sure you enter the right mobile number. For other queries, please write to us at help@smmallsonline.com.
To make changes in your account, open the app and make sure you are logged into your SM Malls Online account. 

1. Tap on the Account tab on the lower right corner.
2. Click on Edit Profile.
3 .Make the necessary edits and save your changes.

Security Concerns and Reminders to Avoid Payment Scams For any security concerns, please immediately contact help@smmallsonline.com indicating your SM Malls Online order number and mobile number.  Please remember the following security reminders: 

1. Never share your personal information – We only ask for your personal information (name, phone number, email, etc.) during account set-up. SM Malls Online will never call or ask for your personal information like bank account details, password, credit card information, or any other personal information. Please take extra precaution on individuals pretending to be representatives of SM Malls Online. 

2. Do not pay outside the options presented on the SM Malls Online app – SM Malls Online and our sellers will never ask to transact with you outside of the payment methods published on the app. Only COD and card payments are currently accepted. Payment details of your purchases are all seen on SM Malls Online’s Checkout Page.

3. Do not accept payment instructions via chat. All payment instructions will be provided by SM Malls Online in our secure Checkout Page. 
Do not place orders using credit cards that are not in your name, please make sure to use your own credit card when creating a transaction on SM Malls Online. 
Upon successful checkout, we will confirm receipt of your order and provide your Order #. We will also send your order information and receipt via your registered email address.  
The following are the available payment methods:  
1. Cash
2. Online Debit/Credit Card payment  We are working on adding more online payment options for your convenience.
Online Debit/Credit Card payment is now available. Other cashless payment methods are coming soon.
If you received a notification of an unauthorized transaction using your debit/credit card or other cashless payment method, please contact your bank immediately to check if payment can be stopped. Please also immediately reset your account password to prevent further security breaches and unwanted orders. As a reminder, do not share any personal account or payment information with others.

Shipping, Pickup and Delivery

Choose the most convenient option to get your orders from SM Malls Online: 

Next-Day Delivery: Order cut-off time – 5PM Daily

1. Orders will be delivered the next day as long as orders are within the 6PM order cut-off, otherwise orders will be delivered after 2 days. Please refer in-app as order cut-offs may differ from time to time, or may differ per mall.

In-store Pick Up: Same Day (Order cut-off time – 7PM Daily) 

1. Express Delivery: Order cut-off time – 7PM Daily
Express Food Delivery: 1 – 2 Hours Delivery Time (Order cut-off time – 7PM Daily) 
You may check the order tab in your app where the order status gets updated from Order acknowledgement to Shipped / Completed.
For COD Orders:

Inform your friend or family that you are expecting an order from SM Malls Online

Make sure to give your friend or family the following details:
1. Order Number
2. Package Type
3. Amount Payable

For Orders with Online/Cashless Payment:
Provide the person who will receive the package on your behalf the following:
1. Authorization Letter (printed/handwritten)
2. Copy of your valid ID

Your authorized representative must also present a valid ID for identity proof to receive your package
Orders tagged as “Failed Delivery” can be because of reasons such as:

Order Issues: This occurs when our logistic partner has assessed that the package prepared by a seller does not meet the quality standards of SM Malls Online driven by damaged/insufficient packaging or improper packaging by SM’s Fulfillment partner.

Logistics Issues: This occurs when unforeseen circumstances hinder our logistic partner’s capability to deliver your order driven by weather conditions, government restrictions or infrastructure issues (e.g. road closures). 

Customer Error: This occurs when the details provided by a customer are incorrect :

1. Address/contact details are incorrect (Please check your address book to make sure it is updated) 

2. Address is missing important details (e.g. house number, unit number, barangay) 

3. Customer or authorized representative was unavailable at shipping address upon delivery 

4.Recipient is unknown at shipping address 

5. Payment was not ready (for COD orders only) 

6. Failed delivery after second attempt

You may contact Support at help@smmallsonline.com to check on the reason for your failed delivery. Please provide the following details: Order Number, Mall
Request for specific delivery time and date is currently not possible. If you will not be available at the time of delivery, please assign someone who can receive the order on your behalf in accordance to our terms of use. Our courier will deliver the order for up to 2 attempts only. After which the items will be returned to the seller. This is in accordance with the delivery policy.
Please email us at  help@smmallsonline.com with the following details of your concern or contact the seller directly to verify if there are pending items for delivery. 

1. Order Number (eg SMVM1012010000000001)
2. Image of the Receipt from the Brand
3. Image of the Air Way Bill from our partner courier
4. Image of the product (Capture the issue being raised)
During check-out, if you have selected In-store Pick Up, you should proceed to the specific store at your convenience within 72 hours to pick up your order. Show the seller representative your order ID and details on SM Malls Online app.
Express Delivery is available for restaurant orders and can be completed approximately 1-2 hours for orders made on or before the 7:00pm cut-off. 

Ordering and Cancellation

For any security concerns, please immediately contact help@smmallsonline.com with your security issue, SM Malls Online order number and mobile number. 

Please remember the following security reminders: 

1. Never share your personal information – We only ask for your personal information (name, phone number, email, etc.) during account set-up. SM Malls Online will never call or ask for your personal information like bank account details, password, credit card information, or any other personal information. Please take extra precaution on individuals pretending to be representatives of SM Malls Online. 

2. Do not pay outside the options presented on the SM Malls Online app – SM Malls Online and our sellers will never ask to transact with you outside of the payment methods published on the app. Only COD and card payments are currently accepted. Payment details of your purchases  all seen on SM Malls Online’s Checkout Page.

3. Do not accept payment instructions via chat. All payment instructions will be provided by SM Malls Online in our secure Checkout Page. 
Do not place orders using credit cards that are not in your name, please make sure to use your own credit card when creating a transaction on SM Malls Online.
Yes, you can order multiple items and have them delivered to different shipping addresses. Delivery fee will be applied per shipping address. 
You may contact Support at help@smmallsonline.com to cancel your order. Please provide the following details: Order Number, Mall, Reason for Cancellation
You may contact Support at help@smmallsonline.com to cancel your order. Please provide the following details: Order Number, Mall, Reason for Cancellation
AYou may contact Support at help@smmallsonline.com to cancel your order. Please provide the following details: Order Number, Mall, Reason for Cancellation
Cash On Delivery is one of SM Malls Online’s payment methods. However, there are cases where this payment method may not be available: 

1. Order value exceeds the amount threshold – For the safety of both our sellers and customers, COD is not available for high-value products. You may opt to use other payment methods.

2. Shipping address is out of COD coverage area – For remote areas, our partner couriers may not be able to provide COD. If your location is within this area, we recommend you to use other payment methods aside from
COD 

3. COD is removed as a payment method – We have detected that you have multiple unsuccessful deliveries. We define failed deliveries as: 

4. Customer refuses to accept COD packages 

5. Repeated incidents of failing to receive packages after the second delivery attempt 
Unfortunately, we currently do not have an option to change your payment method nor order details (e.g. delivery address, mobile number) after your order has been placed and processed. You may opt to cancel the order if it has not already been fulfilled.  We encourage users to check all information prior to checkout.
We do not charge any fees for cancellation of orders.

Return, Refund and Exchange

Warranty may vary per product. It is best to check with the store / brand prior to checkout.
Valid reasons for return and exchange (Return/Exchange policy varies across SM Brands between 7 – 30 days from date of receipt) include the following: 

Product that is fundamentally different in nature from the product specified in the website; 

Faulty, defective, or damaged product;

Product that is not as advertised on the website;

Wrong item is delivered; or Change of size (for fashion items).
Be sure that all items to be returned are still in their original packaging, with complete accessories and attached price tag. Please note that return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted at any of our branches for any reason. For consumable items, only sealed or unused can be requested for return/exchange. 
For items under “Express Food Delivery” or “Next-Day Delivery”, you are encouraged to return, refund or exchange the item in person depending on the respective return/exchange policies ranging from 7 – 30 days. Please contact the seller or send us an email at help@smmallsonline.com for guidance on the return process.  

Please ensure the following are available:

1. Original Receipt
2. Original Packaging
3. Items are in good condition with its peripherals (e.g. user guide, freebies, etc.) which was originally received 

Please take a picture of the return shipping receipt for safekeeping and future use (e.g. email to seller or SM Customer Service Team)  Upon verifying that your order has been returned to the seller, please allow the seller some time to verify that the all required documentation/items have been received to process a return/exchange or contact the tenant store for further instructions. 

NOTE: That return/exchange of intimate apparel or items considered as generally hygienic in nature (e.g., underwear, socks, stockings, earrings, etc.) will not be accepted for any reason.

For consumable items, only sealed or unused can be requested for return/exchange. 
The following are common reasons (non-exhaustive) for rejected returns:

Improper packaging of an item

Incomplete items

Return labels are not attached, written return number or tracking number might be incorrectly written or missing

Please contact help@smmallsonline.com or contact your seller for further instructions.
There is no fee when returning an item to the seller.
Registered users can order via delivery method within 10km distance (Non-Items tagged as “Failed Delivery” will be shipped back to the seller and your refund will automatically be processed once the seller has successfully received the item. This may take time depending on the location of seller. 

Data Privacy

We take your privacy very seriously. We ensure that your sensitive data is protected and encrypted at all times. You can read more about our Privacy Policy at www.smmallsonline.com/privacy-policy  Should you have any questions or concerns, feel free to reach out to our Customer Support Team via help@smmallsonline.com