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 now accessible for download on the App Store and Google Play. Our services are currently accessible in twelve (12) malls, namely: SM Megamall, SM North EDSA, SM Mall of Asia, SM City Fairview, SM Southmall, SM Aura Premier, SM San Lazaro, SM City Sucat, SM Dasmariñas, SM Bacoor, SM City Marikina, and SM Grand Central. These malls offer our full range of services. However, we are not limited to these locations and are committed to catering to other areas as well.
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:
1) For Express Delivery, with a maximum limit up to 20KG: Php 59 Standard; Php 129 Long Distance for select restaurants.
2) For Same Day Delivery, with a maximum limit up to 10KG: Php 85
3) Standard Delivery, with a maximum limit up to 20KG: Php 49
4) For Nationwide Delivery: shipping fee and weight limit may vary on the dimensional weight of the provided item and the destination address that you (customer) provided
1) For Express Delivery, with a maximum limit up to 20KG: Php 59 Standard; Php 129 Long Distance for select restaurants.
2) For Same Day Delivery, with a maximum limit up to 10KG: Php 85
3) Standard Delivery, with a maximum limit up to 20KG: Php 49
4) For Nationwide Delivery: shipping fee and weight limit may vary on the dimensional weight of the provided item and the destination address that you (customer) provided
Yes, you can order but the availability of mode of delivery may vary depending on your area.
1) For Express Delivery: this is only applicable for items under Food and Beverages. If you are within 10KM from the origin mall, you can use this mode of delivery.
2) For Same Day Delivery and Standard Delivery: This is only applicable for selected items under Shops. If you are within 10KM from the origin mall, you can use this mode of delivery.
3) For Nationwide Delivery: This is only applicable for selected items under Shops. If you are within our serviceable area, this mode of delivery will be available on you.
We’re working on having more SM Malls available.
1) For Express Delivery: this is only applicable for items under Food and Beverages. If you are within 10KM from the origin mall, you can use this mode of delivery.
2) For Same Day Delivery and Standard Delivery: This is only applicable for selected items under Shops. If you are within 10KM from the origin mall, you can use this mode of delivery.
3) For Nationwide Delivery: This is only applicable for selected items under Shops. If you are within our serviceable area, this mode of delivery will be available on you.
We’re working on having more SM Malls available.
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!
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.
4) 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.
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.
4) 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.
3) GCash Payment
We are working on adding more online payment options for your convenience.
1) Cash
2) Online Debit/Credit Card Payment.
3) GCash Payment
We are working on adding more online payment options for your convenience.
Online Debit/Credit Card payment and GCash are 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:
1) Standard Delivery: Order cut-off time – 5 pm Daily
Orders will be delivered within 5 days.
The Standard Delivery shall have 2 attempts in delivering the order; If the item fails to be delivered on the 2nd attempt to the customer, the item will automatically be returned to the tenant. In a case where a customer paid via cashless transaction, the customer will expect the refund to be received after 10-15 days.
2) In-store Pick Up: Same Day (Order cut-off time – 1 hour before mall closure unless stated otherwise)
3) Express Food Delivery: 1 – 2 Hours Delivery Time (Order cut-off time – 1 hour before mall closure unless stated otherwise)
4) Same Day General Merchandise Delivery: Order cut-off time – 7 pm Daily
Orders will be delivered the same day as long as orders are within the 7 pm order cut-off. Please refer in-app as order cut-offs may differ from time to time, or may differ per mall.
Not all brands are available for same-day delivery. For more information regarding same-day delivery, you may contact help@smmallsonline.com or message us via our in-app chat.
Unlike the Standard Delivery, the Same Day Delivery shall only have 1 attempt in delivering the order; If the item fails to be delivered to the customer, the item will automatically be returned to the tenant. In a case where a customer paid via cashless transaction, the customer will expect the refund to be received after 10-15 days.
5) Nationwide Delivery: Order cut-off time – 5 pm Daily
If your order ships through nationwide delivery, your order should arrive within your nominated address within the number of days below:
NOTE:
1. Additional 15 days may be observed for items with high capacity power (e.g., battery pack or rechargeable batteries) and liquid content (e.g., ink cartridge, perfume), if to be delivered outside of Luzon. These items will be shipped via sea due to airline safety restrictions.
2. Please note that certain remote or distant areas with limited transportation access may experience additional delays in fulfilling orders. This may result in longer delivery times for customers located in these regions. We appreciate your understanding and patience as we work to ensure your order reaches you as quickly as possible.
3. Nationwide delivery is only limited to General Merchandise.
4. Customer who choose nationwide delivery as their preferred mode of delivery will be restricted to selecting items from only one store for each transaction. In other words, they cannot place an order with multiple stores if they opt for nationwide delivery; the order will be limited to products available from a single store.
1) Standard Delivery: Order cut-off time – 5 pm Daily
Orders will be delivered within 5 days.
The Standard Delivery shall have 2 attempts in delivering the order; If the item fails to be delivered on the 2nd attempt to the customer, the item will automatically be returned to the tenant. In a case where a customer paid via cashless transaction, the customer will expect the refund to be received after 10-15 days.
2) In-store Pick Up: Same Day (Order cut-off time – 1 hour before mall closure unless stated otherwise)
3) Express Food Delivery: 1 – 2 Hours Delivery Time (Order cut-off time – 1 hour before mall closure unless stated otherwise)
4) Same Day General Merchandise Delivery: Order cut-off time – 7 pm Daily
Orders will be delivered the same day as long as orders are within the 7 pm order cut-off. Please refer in-app as order cut-offs may differ from time to time, or may differ per mall.
Not all brands are available for same-day delivery. For more information regarding same-day delivery, you may contact help@smmallsonline.com or message us via our in-app chat.
Unlike the Standard Delivery, the Same Day Delivery shall only have 1 attempt in delivering the order; If the item fails to be delivered to the customer, the item will automatically be returned to the tenant. In a case where a customer paid via cashless transaction, the customer will expect the refund to be received after 10-15 days.
5) Nationwide Delivery: Order cut-off time – 5 pm Daily
If your order ships through nationwide delivery, your order should arrive within your nominated address within the number of days below:
| Order Placed Within 5:00 PM Cut-Off Period | |
| Coverage Area | Estimated Delivery Time |
| NCR | 3 – 6 days |
| Cavite, Rizal, Laguna, Batangas, Pampanga, Olongapo, Nueva Ecija, Bulacan, Dagupan, and Pangasinan | 7 – 10 days |
| Area based on the rest of Luzon (Except for Batanes) | 9 – 12 days |
| Area based on Luzon Islands – Masbate, Romblon, Mindoro, and Marinduque | 12 – 15 days |
| Cebu, Bacolod, Iloilo, and Cagayan | 7 – 10 days |
| Rest of VisMin (Except Siquijor) | 12 – 15 day |
| Order Placed Beyond 5:00 PM Cut-Off Period | |
| Coverage Area | Estimated Delivery Time |
| NCR | 4 – 7 days |
| Cavite, Rizal, Laguna, Batangas, Pampanga, Olongapo, Nueva Ecija, Bulacan, Dagupan, and Pangasinan | 8 – 11 days |
| Area based on the rest of Luzon (Except for Batanes) | 10 – 13 days |
| Area based on Luzon Islands – Masbate, Romblon, Mindoro, and Marinduque | 13 – 16 days |
| Cebu, Bacolod, Iloilo, and Cagayan | 8 – 11 days |
| Rest of VisMin (Except Siquijor) | 13 – 16 days |
NOTE:
1. Additional 15 days may be observed for items with high capacity power (e.g., battery pack or rechargeable batteries) and liquid content (e.g., ink cartridge, perfume), if to be delivered outside of Luzon. These items will be shipped via sea due to airline safety restrictions.
2. Please note that certain remote or distant areas with limited transportation access may experience additional delays in fulfilling orders. This may result in longer delivery times for customers located in these regions. We appreciate your understanding and patience as we work to ensure your order reaches you as quickly as possible.
3. Nationwide delivery is only limited to General Merchandise.
4. Customer who choose nationwide delivery as their preferred mode of delivery will be restricted to selecting items from only one store for each transaction. In other words, they cannot place an order with multiple stores if they opt for nationwide delivery; the order will be limited to products available from a single store.
If you order via same-day/standard delivery, please prepare and expect the following:
1) Valid government ID
Note: For orders that are worth PHP 10,000 or above and are paid through credit card, an extra authentication process will be made by our rider. A shipment form will be given by the rider, and you must sign the form. If the signature does not match the signature from the presented valid government ID, we will have to hold the order for safety purposes.
If you order via Nationwide delivery, please prepare and expect the following:
1) Valid government ID (With Signature)
2) Customers should sign the air waybill. If the signature does not match the signature from the presented valid government ID, we will have to hold the order for safety purposes.
1) Valid government ID
Note: For orders that are worth PHP 10,000 or above and are paid through credit card, an extra authentication process will be made by our rider. A shipment form will be given by the rider, and you must sign the form. If the signature does not match the signature from the presented valid government ID, we will have to hold the order for safety purposes.
If you order via Nationwide delivery, please prepare and expect the following:
1) Valid government ID (With Signature)
2) Customers should sign the air waybill. If the signature does not match the signature from the presented valid government ID, we will have to hold the order for safety purposes.
You may check the Order tab in your app where the order status gets updated from Order acknowledgement to Shipped / Completed. For more information about the status of your order, you may contact us via live chat or email us at help@smmallsonline.com.
Inform the person that will receive the orders(s) on your behalf 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
4) Airwaybill
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 government ID
Your authorized representative must also present a valid government ID that should match the authorization letter for identity proof to receive your package
1) Order Number
2) Package Type
3) Amount Payable
4) Airwaybill
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 government ID
Your authorized representative must also present a valid government ID that should match the authorization letter 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 Malls Online operations.
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 Issues: 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 for Standard Delivery
7) Failed delivery on the first attempt for Same Day Delivery
8) Person to accept the order is unable to provide sufficient identification (for cashless payments)
9.) Customer is uncontactable after various attempts
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
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 Malls Online operations.
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 Issues: 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 for Standard Delivery
7) Failed delivery on the first attempt for Same Day Delivery
8) Person to accept the order is unable to provide sufficient identification (for cashless payments)
9.) Customer is uncontactable after various attempts
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. The delivery attempt will vary depending on the delivery type:
After which the items will be returned to the seller. This is in accordance with the delivery policy.
| Delivery Type | Delivery Attempt |
| Same Day Delivery | 1 delivery attempt |
| Standard Delivery | 2 delivery attempts |
| Express Delivery | 1 delivery attempt |
| Nationwide Delivery | 2 delivery attempts |
Please email us at help@smmallsonline.com or message us via our in-app chat 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 1XX11XX1XX)
1.1 Image of the Receipt from the Brand
1.2 Image of the Parcel ID (For Non-food orders)
1.3 Image of the Air Way Bill from our partner courier
1.4 Image of the product (Capture the issue being raised)
1.5 Image of the product (Capture the issue being raised
Advise us within one hour from the time you receive your food order, and within three hours from when you receive your non-food order.
Failure to complete the details above within the above-mentioned time-frames shall result to the denial of the claims.
1.Order Number (eg 1XX11XX1XX)
1.1 Image of the Receipt from the Brand
1.2 Image of the Parcel ID (For Non-food orders)
1.3 Image of the Air Way Bill from our partner courier
1.4 Image of the product (Capture the issue being raised)
1.5 Image of the product (Capture the issue being raised
Advise us within one hour from the time you receive your food order, and within three hours from when you receive your non-food order.
Failure to complete the details above within the above-mentioned time-frames shall result to the denial of the claims.
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 one hour before the mall closure
Same Day Delivery is available for some general merchandise brands and can be completed within the day the order was made before 7pm. We understand the importance of quick delivery, so our aim is to have your items arrive within 3 hours from the moment you place your order. We’re here to make your shopping experience convenient and efficient, ensuring that you get your hands on the products you love in no time.
Awaiting Confirmation / Order Confirmation – Order has been placed and waiting for store to confirm users’ order.
Preparing / Prepared – Order is being prepared by the store.
Delivery / Delivered – Order is on its way to customers’ address
Pick-up at Store / Picked-up – Order is ready to be picked-up at chosen SM Mall.
For in-store pick-up orders, “Completed” means that the order has been successfully picked up at store.
For delivery orders, “Completed” means that the order has been successfully delivered to the customer’s address.
Preparing / Prepared – Order is being prepared by the store.
Delivery / Delivered – Order is on its way to customers’ address
Pick-up at Store / Picked-up – Order is ready to be picked-up at chosen SM Mall.
For in-store pick-up orders, “Completed” means that the order has been successfully picked up at store.
For delivery orders, “Completed” means that the order has been successfully delivered to the customer’s address.
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.
4) 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.
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.
4) 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.
SM Malls Online intercepts the placement of orders mainly, but not limited to the following reasons:
1.) Order placement pause due to surge of orders
2.) Order placement pause due to inclement weather
1.) Order placement pause due to surge of orders
2.) Order placement pause due to inclement weather
Yes, you can order multiple items and have them delivered to different shipping addresses. Delivery fee will be applied per shipping address.
Unfortunately, we are unable to facilitate orders for items to be directly delivered as gifts, as it is important for the recipient to be informed beforehand and be available to receive the item.
You may contact Support at help@smmallsonline.com or via athe in-app chat to request cancelation of your order.
Please provide the following details: Order Number, Mall, Reason for Cancellation
Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
Please provide the following details: Order Number, Mall, Reason for Cancellation
Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
You may contact Support at help@smmallsonline.com or via athe in-app chat to request cancelation of your order.
Please provide the following details: Order Number, Mall, Reason for Cancellation.
Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
Please provide the following details: Order Number, Mall, Reason for Cancellation.
Order may or may not be canceled in accordance with SM Malls Online’s Terms of Use.
Cash On Delivery is one of SM Malls Online’s payment methods. However, in these instances, this payment method may not be available.
1. Order value exceeds the amount threshold:
List of threshold depending on delivery type:
– 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.
6. Other instances which may be determined by SM Malls Online.
1. Order value exceeds the amount threshold:
List of threshold depending on delivery type:
| F&B | GM | |
| Instore | Not Applicable | No Limit |
| Express Delivery | 1,000.00 | Not Applicable |
| Long Distance Delivery | 1,000.00 | Not Applicable |
| Same Day Delivery | Not Applicable | 5,000.00 |
| Standard Delivery | Not Applicable | 10,000.00 |
| Nationwide Delivery | Not Applicable | 10,000.00 |
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.
6. Other instances which may be determined by SM Malls Online.
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 and provided it is in accordance with SM Malls Online Cancellation Policy in the Terms of Use. We encourage users to check all information prior to checkout.
We do not charge any fees for cancellation of orders.
Unfortunately, we currently do not have the option to change your pinned delivery address after your order has been placed and processed. but we will be able to proceed with the delivery if your actual location is within 500 meters from your pinned location. You may contact Support at help@smmallsonline.com or inform your assigned rider.
Orders with wrong pinned address that are beyond 500 meters from the pinned location will be automatically cancelled.
Orders with wrong pinned address that are beyond 500 meters from the pinned location will be automatically cancelled.
Orders may be cancelled by SM Malls Online due to the following reasons:
1) Voucher abuse, which happens when a one-time voucher is used multiple times through the creation of multiple accounts.
2) Unavailability of rider capacity to accommodate the ordered item/s.
3) For Express Delivery, Same Day Delivery and Standard Delivery: customer location is beyond the 10-kilometer radius from the mall.
For Nationwide Delivery: customer location is beyond serviceable area from the origin mall
4) Payment method selected is Cash on Delivery and the value of the ordered item/s is greater than the allowable limit.
5) The pinned address of the customer is inaccurate.
6) The ordered item is out of stock: If we find that an item in your order is out of stock during the checking process, we may need to cancel that particular order. However, don’t worry! We’ll make sure to reach out to you via call or email to let you know about the
situation. You’ll then have the option to choose an alternative item, preferably within the same price range. Our goal is to ensure you still get a product you’ll love!
1) Voucher abuse, which happens when a one-time voucher is used multiple times through the creation of multiple accounts.
2) Unavailability of rider capacity to accommodate the ordered item/s.
3) For Express Delivery, Same Day Delivery and Standard Delivery: customer location is beyond the 10-kilometer radius from the mall.
For Nationwide Delivery: customer location is beyond serviceable area from the origin mall
4) Payment method selected is Cash on Delivery and the value of the ordered item/s is greater than the allowable limit.
5) The pinned address of the customer is inaccurate.
6) The ordered item is out of stock: If we find that an item in your order is out of stock during the checking process, we may need to cancel that particular order. However, don’t worry! We’ll make sure to reach out to you via call or email to let you know about the
situation. You’ll then have the option to choose an alternative item, preferably within the same price range. Our goal is to ensure you still get a product you’ll love!
There are 2 possible reasons why your orders are defaulting to in-store pickup:
1st Scenario – if your location is outside the 10-KM distance from the SM Mall where you are ordering. If this is the case, we suggest for you to choose the “Ships nationwide” tab as it caters nationwide delivery.
2nd Scenario – if the weight of your cart exceeds 20KG limit. If this is the case, we suggest for you to try removing some items from your cart to proceed to checkout
1st Scenario – if your location is outside the 10-KM distance from the SM Mall where you are ordering. If this is the case, we suggest for you to choose the “Ships nationwide” tab as it caters nationwide delivery.
2nd Scenario – if the weight of your cart exceeds 20KG limit. If this is the case, we suggest for you to try removing some items from your cart to proceed to checkout
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, refund or exchange (Return, refund or exchange policy varies across store / brand, please check with the store/ brand prior to checkout) 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 packaged properly according to our Packaging Guidelines in RETURN, REFUND, AND EXHANGE. 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.
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 packaged properly according to our Packaging Guidelines in RETURN, REFUND, AND EXHANGE. 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”, “Same Day Delivery” or “Standard Delivery”, you are encouraged to return, refund or exchange the item in person depending on the respective return, refund or exchange policies of the store / brand. 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 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, refund or 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.
NOTE: For consumable items, only sealed or unused can be requested for return/exchange.
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 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, refund or 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.
NOTE: For consumable items, only sealed or unused can be requested for return/exchange.
1) Contact Us
For items under Nationwide Delivery, you may process your return and refund/exchange request through our customer service email help@smmallsonline.com or you may share your request via our In-app live chat.
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 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.”
2) Wait for Customer Service Team if the return request is valid or not
Please expect an email from our customer service regarding the result of your return request. If your return request has been approved, our customer service team shall guide you on how to return the item.
For items under Nationwide Delivery, you may process your return and refund/exchange request through our customer service email help@smmallsonline.com or you may share your request via our In-app live chat.
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 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.”
2) Wait for Customer Service Team if the return request is valid or not
Please expect an email from our customer service regarding the result of your return request. If your return request has been approved, our customer service team shall guide you on how to return the item.
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.
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.
Invalid reasons for the return (Under the Consumer Act of the Philippines RA 7394)
1) Change of Mind (Includes change of color).
2) Defects caused by misuse or mishandling of items by customers.
3) Discovery of the lower price of the same item from another store
1) Change of Mind (Includes change of color).
2) Defects caused by misuse or mishandling of items by customers.
3) Discovery of the lower price of the same item from another store
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.
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.
1) Use the original packaging: Whenever possible, use the original packaging that the item came in. This packaging was specifically designed to protect the item during shipping and is usually the best option for returning the item.
2) Use additional padding: If the original packaging is damaged or unavailable, use additional padding such as bubble wrap, packing peanuts, or foam inserts to protect the item. Make sure the padding completely surrounds the item and fills any empty space in the box. Please see additional guidelines below for fragile and high value items.
3) Secure the item: Make sure the item is securely fastened inside the box so it doesn’t move around during shipping. Use packing tape to secure any loose parts or pieces.
4) Seal the box: Use strong packing tape to seal the box shut. Make sure the tape covers all the seams and edges of the box.
Include all necessary items: Make sure to include any manuals, accessories, or parts that came with the item.
For Fragile Items & High Value Items
1) Use sturdy boxes: Start with a sturdy cardboard box that is large enough to accommodate the item and any necessary packing material. Avoid using old, worn-out boxes as they may not provide adequate protection.
2) Wrap the item: Wrap the fragile item in bubble wrap, foam, or other protective material to prevent it from moving around inside the box. Make sure to cover all sides and corners.
3) Fill the empty space: Fill any empty space inside the box with packing peanuts, air pillows, or crumpled paper to provide additional cushioning and prevent the item from shifting during transit.
4) Label the box: Clearly label the box as “fragile” and use arrows or other indicators to indicate which side should be facing up. This will alert handlers to take extra care when handling the package.
5) Seal the box securely: Use packing tape to seal the box securely, making sure to reinforce all seams and corners.
6) Consider double-boxing: For extremely fragile items or items that are particularly valuable, consider double-boxing by placing the wrapped item in a smaller box and then placing that box inside a larger one. This will provide an extra layer of protection.
NOTE: Make sure to include the original receipt in its original condition without any damage or alterations.
2) Use additional padding: If the original packaging is damaged or unavailable, use additional padding such as bubble wrap, packing peanuts, or foam inserts to protect the item. Make sure the padding completely surrounds the item and fills any empty space in the box. Please see additional guidelines below for fragile and high value items.
3) Secure the item: Make sure the item is securely fastened inside the box so it doesn’t move around during shipping. Use packing tape to secure any loose parts or pieces.
4) Seal the box: Use strong packing tape to seal the box shut. Make sure the tape covers all the seams and edges of the box.
Include all necessary items: Make sure to include any manuals, accessories, or parts that came with the item.
For Fragile Items & High Value Items
1) Use sturdy boxes: Start with a sturdy cardboard box that is large enough to accommodate the item and any necessary packing material. Avoid using old, worn-out boxes as they may not provide adequate protection.
2) Wrap the item: Wrap the fragile item in bubble wrap, foam, or other protective material to prevent it from moving around inside the box. Make sure to cover all sides and corners.
3) Fill the empty space: Fill any empty space inside the box with packing peanuts, air pillows, or crumpled paper to provide additional cushioning and prevent the item from shifting during transit.
4) Label the box: Clearly label the box as “fragile” and use arrows or other indicators to indicate which side should be facing up. This will alert handlers to take extra care when handling the package.
5) Seal the box securely: Use packing tape to seal the box securely, making sure to reinforce all seams and corners.
6) Consider double-boxing: For extremely fragile items or items that are particularly valuable, consider double-boxing by placing the wrapped item in a smaller box and then placing that box inside a larger one. This will provide an extra layer of protection.
NOTE: Make sure to include the original receipt in its original condition without any damage or alterations.
If you have a problem with your item and would like to request a refund, please follow the steps outlined below:
Contact our customer support: Please reach out to our customer support team to report the issue with your item and express your desire for a refund. You can contact us through our email:
help@smmallsonline.com or you may message us through our in-app live chat.
Thorough investigation: Once you have contacted us, we will initiate a thorough investigation into the matter. This might take some time as we gather information and assess the situation.
Return, refund or exchange determination: After the investigation, we will make a decision regarding the refund. If it is deemed necessary and approved, a refund will be issued to you.
NOTE: The refund will be provided in the form of a voucher, which can be used towards future purchases on SM Malls Online. Please note that the voucher cannot be exchanged for cash and has no expiry date.
NOTE: It’s important to be aware that the refund will only cover the affected item(s) in question and will not include the shipping fee.
Contact our customer support: Please reach out to our customer support team to report the issue with your item and express your desire for a refund. You can contact us through our email:
help@smmallsonline.com or you may message us through our in-app live chat.
Thorough investigation: Once you have contacted us, we will initiate a thorough investigation into the matter. This might take some time as we gather information and assess the situation.
Return, refund or exchange determination: After the investigation, we will make a decision regarding the refund. If it is deemed necessary and approved, a refund will be issued to you.
NOTE: The refund will be provided in the form of a voucher, which can be used towards future purchases on SM Malls Online. Please note that the voucher cannot be exchanged for cash and has no expiry date.
NOTE: It’s important to be aware that the refund will only cover the affected item(s) in question and will not include the shipping fee.
If you have experienced a failed delivery and you paid in advance, please do contact us via live chat or you may email us via help@smmallsonline.com to determine the cause of the failed delivery.
Our Support team will contact you to explain the reason for a failed delivery. On the occasion that the item cannot be redelivered, a refund will automatically be processed as soon as possible.
The lead time for a refund will be as follows:
1) For Debit/Credit card payments: 10-15 banking days from the time of refund request.
2) For GCash payments: 7 working days from the time of refund request.
Our Support team will contact you to explain the reason for a failed delivery. On the occasion that the item cannot be redelivered, a refund will automatically be processed as soon as possible.
The lead time for a refund will be as follows:
1) For Debit/Credit card payments: 10-15 banking days from the time of refund request.
2) For GCash payments: 7 working days from the time of refund request.
PROMOS & VOUCHERS
Each voucher comes with its corresponding terms and conditions. Kindly read the terms and conditions first prior to using the voucher on your order to avoid any inconvenience. Terms and conditions may include one or more of the following:
Minimum purchase requirement – this is the minimum total amount of your order to be eligible for a promotional discount
Validity period – this is the date range of when a voucher can be used
Product / Category specific – this is a particular brand or product or category (example food) that needs to be part of your order to be eligible for promotional discount
Card specific – this is a particular credit, debit, or loyalty card that needs to be used during checkout to avail of the voucher
First time users only – this is an eligibility condition where voucher is only applicable for use by customers ordering for the first time
Mode of Delivery – There are some promos that are only eligible for Same Day Delivery or only within the 12 participating malls and may not be available for in-store pickup
Multiple Restaurants / Stores – this promo eligibility is dependent on the number of stores you purchased from in 1 checkout, 1 delivery.
Minimum purchase requirement – this is the minimum total amount of your order to be eligible for a promotional discount
Validity period – this is the date range of when a voucher can be used
Product / Category specific – this is a particular brand or product or category (example food) that needs to be part of your order to be eligible for promotional discount
Card specific – this is a particular credit, debit, or loyalty card that needs to be used during checkout to avail of the voucher
First time users only – this is an eligibility condition where voucher is only applicable for use by customers ordering for the first time
Mode of Delivery – There are some promos that are only eligible for Same Day Delivery or only within the 12 participating malls and may not be available for in-store pickup
Multiple Restaurants / Stores – this promo eligibility is dependent on the number of stores you purchased from in 1 checkout, 1 delivery.
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
