[Payment]

Q: What are the available methods of payment?

A: For both in-store payment and online payment, the payment methods are Card, PayNow and UPI.

Cash, Wechat/Alipay and other forms of payment are unavailable.

[Ordering and Collection]

Q: I paid for the order and it went through successfully, why did I not get a confirmation email?

A: Confirmation emails will be sent within 3 working days of all orders.

Q: I made my order but it has not been updated for a long time.

A: Depending on the item, stock date and order amount, shipping may delay. Once items arrive at the store, we will inform all customers that ordered to pick-up their item via the email address or phone number provided.

Q: Can I add items in my order or change item options after completing the order?

A: Once the order has been completed, we are unable to add any item or change the item options. Please review your order carefully before completing your purchase. If you wish to add any item, please make a second purchase. If you have any questions regarding your order, feel free to contact us for assistance at merchstore@smuniverse.sg.

Q: If I have the confirmation email, does that mean I can come and collect my item?

A: A confirmation email is not equivalent to a pick-up email. A confirmation email confirms your purchase of the item and the team will be preparing your item for collection. Once ready, the team will send out a second email, the pick-up email, to notify you that collection is possible.

[Stock Arrival and Restocking]

Q: When will new stock be coming in?

A: Due to long-distance international shipping, we’re currently unable to provide a specific restock date.

To stay updated on new stock arrivals in the coming weeks, please follow our official Instagram, TikTok, and XHS accounts, where we will post the latest restock updates and announcements.

[Refunds and Exchange]

Q: Does the SM Universe (Singapore) Merchandise Store do refunds or exchanges?

A: We follow a strict policy of no refund or exchange for all items.

Q: Can I check the items before buying them?

A: Only external inspection is allowed.

[Defects & Damages]

Q: The item I bought has a defect or is damaged when I opened it.

A: We follow a strict policy of no refund or exchange for all items. Please check the item carefully before leaving the store. When unboxing the item, please ensure that you have an unboxing video filmed down. Upon unboxing, if there are any defects, please send both the video and a photo of your receipt to merchstore@smuniverse.sg. The team will handle such situations on a case by case basis.

Please note that only defects shown during the unboxing process will be considered for a refund or exchange. Any other issues will not be considered.

In the event of an exchange, please bring along the receipt or any proof of purchase, the item and also the unboxing video.

FAQ