FAQs

What is Click & Collect?

Click & Collect is our FREE in-store pickup option available to customers and available in select branches. All you need to do is order your items on shopsm.com, select pick-up option, and choose prepaid payment. Wait for us to inform you via SMS/text message when your package is ready for pick-up at your preferred branch.

Once ready, just drop by our store and pick up your item armed with the One-Time Pincode (OTP). It’s that quick and easy. You are given up to seven (7) days from the date of notification to pick up your order from the selected location. 

Is Click and Collect available in all The SM Stores?

Click and Collect is available in NCR and in Calabarzon and Bulacan areas as of now. We will be expanding this soon to other key areas in the Philippines, so please watch out and check back regularly. For a list of stores where C&C is available, please see below:

  • SM Aura Premier (Upper Ground Floor Near Luggage Dept)
  • SM Bacoor (Upper Ground Floor Near Kultura Dept)
  • SM Baliwag (Ground Floor Near Snacks Exchange Dept)
  • SM BF Paranaque (Ground Floor Near Men's Wear Dept)
  • SM Bicutan (Upper Ground Floor Near Ladies' Wear Dept)
  • SM Calamba (Ground Floor Near Beauty Section)
  • SM Cubao (Ground Floor Near Men's Wear Dept)
  • SM Dasmarinas (Upper Ground Floor Near Beauty Section)
  • SM East Ortigas (Ground Floor Near Beauty Section)
  • SM Estancia (Upper Ground Floor Near Men's Wear Dept)
  • SM Fairview (Upper Ground Floor Near Luggage Dept)
  • SM Grand Central (Ground  Floor Mezzanine Near Men's Wear Dept)
  • SM Makati (Ground Floor Near BDO)
  • SM Mall of Asia (Ground Floor Near Men's Wear Dept)
  • SM Manila (Ground Floor Near Beauty Section)
  • SM Marikina (Second Floor Near Beauty Section)
  • SM Marilao 
  • SM Masinag (Ground Floor Near Branded Accs Dept)
  • SM Megamall (Upper Ground Floor Near Branded Accs Dept)
  • SM Molino (Ground Floor Near Ladies' Wear Dept)
  • SM North Edsa (Upper Ground Floor Near Men's Wear Dept)
  • SM Novaliches (Ground Floor Near Ladies' Wear Dept)
  • SM Rosario (Ground Floor Near Ladies' Wear Dept)
  • SM San Jose (Upper Ground Floor Near Men's Wear Dept)
  • SM San Lazaro (Ground Floor Near Men's Wear Dept)
  • SM San Mateo (Second Floor Near Ladies' Wear Dept)
  • SM Southmall (Upper Ground Floor Near Ladies' Shoes Dept)
  • SM Sta. Mesa (Ground Floor Behind Kultura Dept)
  • SM Sta. Rosa (Ground Floor Near Men's Wear Dept)
  • SM Sucat (Ground Floor Near Beauty Section)
  • SM Taytay (Ground Floor Near Men's Wear Dept)
  • SM Trece Martires (Ground Floor Near SM Home Dept)
  • SM Valenzuela (Second Floor Near Ladies' Wear Dept)

How do I place an order via Click & Collect?

To order using this option, just select "Store Pick-Up" as your preferred shipping option during the checkout process, and select which particular The SM Store you would like to specifically pick-up your order. Then upon payment, just select online payment. 

Can I change the location of my pick-up after placing my order?

Sorry, we are not able to change pick-up locations once you have made your order. If it is absolutely necessary to change the pick-up location, please immediately cancel the order and place another order again.

How soon should I pick up my order from the Click & Collect location?

Orders via Click and Collect are available for pick-up 4 to 5 days in within NCR, 5 to 7 days for Luzon and 10 to 15 days for Visayas and Mindanao after you have received your order confirmation. We strive to deliver your order as soon as possible, so please note that this is just the maximum lead time we need to deliver your order. You will be informed via email notification and SMS notification when your orders are ready for pick-up.

How long do I have to pick up my order at preferred store?

Orders are requested to be claimed seven (7) days after receipt of the OTP. Unfortunately, orders that remain unclaimed after the said duration shall be cancelled. When this happens, a notification is sent to your registered mobile number.

I didn't get to pick up my order, now what?

If you were unable to pick up your order, you will get a notification saying that your order will be brought back to our warehouse. When that happens, we will be initiating a refund request for your order so that you can get your money back. Please note that the refund process takes 3 to 4 weeks to complete after the initial request has been submitted. You will get your refund through the banking institution that facilitated your payment or thru online voucher if payment was made thru Bills Payment.

I can't pick up my order, can I ask someone to pick it up for me?

Yes, you may ask an authorized representative to pick up your order. Please draft an authorization letter and give them a copy of your ID that they can bring when they claim your order. Please also ask your authorized representative to bring an ID to prove their identity. Lastly, please ensure that the representative has the OTP (sent to your ShopSM registered mobile number) with him or her upon claiming of order. Again, you only have 7 days to claim the order. Please make necessary arrangements.