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.

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

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.

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.

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:

	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
Nationwide Delivery	Not Applicable	10,000.00

– 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.

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 may be cancelled by SM Malls Online due to the following reasons:

1) Voucher Abuse: This occurs when a one-time voucher is exploited through the creation of multiple accounts for repeated use. Another instance involves ineligible customers accessing and utilizing vouchers meant for others.

2) Unavailability of rider capacity to accommodate the ordered item/s.

3) For Express Delivery and Same-Day 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.

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 EXCHANGE. 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” and “Same Day 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.

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. 

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.

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

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.

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.

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.

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 and Online Banking payments: 10-15 banking days from the time of refund request.

2) For E-Wallet payments: 7 working days from the time of refund request.