How do I collect my order from a Click & Collect location?
Picking up an order from our Click & Collect locations is fast and easy.
Once your order is confirmed, you will get an email notification. Once your order is ready for pick-up at the preferred The SM Store, you will get a SMS notification. The SMS notification you will receive from us is very important as this will also have your One-Time Pincode (OTP). Please make sure that the mobile number in your profile is up-to-date to avoid any issues during pick-up.
Armed with your OTP, visit the chosen Click & Collect Pick Up Counter location inside THE SM STORE and present your OTP to our Customer Service Associate (Customer Service Desk). He/she will assist in locating and releasing your order once the OTP has been verified as correct.
What if I lost my One-Time Pincode (OTP)? Can I still pick-up my order?
No, we cannot release your order without the OTP you received, as this is our only way to verify that you are the correct recipient of the order. We can re-generate the PIN if necessary from the Click & Collect location – however this will still be sent to your nominated mobile number. Please make sure that the mobile number in your profile is up-to-date to avoid any issues during pick-up.
May I ask someone else to pick-up the order from the Click & Collect location?
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.
Can't find the answers you need? We're happy to help! Kindly send us your inquiry by submitting a ticket here.