Order Issues 

  • What is the difference between cancellation and return? 

Cancellation can be made until items have been processed and shipped out. Refunds can be made after the item gets shipped.  

  • In what case that the return is not accepted? 

1. Non-defective, correctly shipped item
2. No reason for return
3. Customer teared off tag, label, or price from the product
4. Items are worn or not in the condition they were shipped out
5. Any damage made by the customer
6. Prices found better elsewhere 

  • How can I submit a request to cancel? 

Please submit a request through our website with your order information to check if you are eligible for a refund. You are able to exchange only when if it's faulty product. Refund is not available for change of mind/scratched packaging material. 

  • I’ve received a faulty item, what should I do? 

Submit a photo with your item and your order information through our website and we will send you an RMA (Return Merchandise Authorization form) free of charge for you to return the product to us. After investigation refunds will be processed in 3-5 business days back into the original payment method. 

  • I’ve received an incorrect item in my order, what do I do? 

Submit a photo with your item and your order information through our website and we will send you an RMA (Return Merchandise Authorization form) free of charge for you to return the product to us.

  • I’ve bought a gift voucher, can I cancel or return it?

Gift vouchers are not refundable and may only be exchanged for store credit.  

  • I’m missing an item from my order, what do I do? 

Submit a customer service request with your order information through our website and we will further investigate the issue for you. These investigations may take time due to us having to contact USPS for a claim charge in case the item is really missing.  

  • Can I have items sent to someone as a gift? 

Yes you may purchase for your friends/family by inputting their shipping address. Our products are all sealed and packaged with official SM branding so it's ready to be gifted in the package!

  • I’ve cancelled my order – when will my money be available again? 

Cancellations may take 5-7 business days to show back up on your original payment method.