Frequently Asked Questions (FAQ) 

Are you SM Entertainment? / Are you an SM official account?

No, we are not from SM Entertainment. We represent a clothing company named Urban coconut in the United States. Urban Coconut is a certified manufacturer, merchandiser under license contract with SM Entertainment. We design, develop, produce, and sell SM Entertainment’s clothing and accessories ONLY. All of our designs and development gets approved by SM Entertainment. We have been producing SM Entertainment’s fashion merchandise for concerts and SUM’s fashion merchandise for over 4 years and now we are bringing our merchandise to online world so that international fans can get it easily. 

How is it SM Entertainment official merchandise? How can you define if it is SM Entertainment’s official merchandise?

We develop, design, produce and sell all our merchandise under Licensing contract with SM Entertainment, and we go through their approval process. Here is the way to define official merchandise:

1) Hang tags and certification sticker: The first hang tag features SM Entertainment logo. It is transparent and matte. The second hang tag features the Urban Coconut logo. It is light pink and made of premium paper. There is a holographic SM Entertainment sticker placed on the Urban Coconut hang tag. 

1.Label: Inside every shirt that we sell there is a label that features SM Entertainment logo.

Why is certified official merchandise important? What is the difference between artists official merchandise and un-official merchandise?

1. Un-official simply means fake product that manufacturers or merchandisers produce without SM Entertainment's approval nor rightful licensing contract. Which means, the sales from Un-official merchandise do not support SM Entertainment Ariststs in any shape or form. 2. Official merchandise sales 100% support all SM Entertainment artists 3. Official merchandise is made of high-quality fabrics, stitching styles and materials. We want fans to treasure their merchandise for many years. 4. Official merchandise is stylish and unique. We keep up with the latest trends.

Will you carry other SUM category merchandise? e.g. Red Velvet Light stick?

We are certified manufacturer and merchandiser ONLY for clothing and accessories, which means we have to make an order and purchase from SUM to get any other type of merchandise. At the moment we are planning to purchase light sticks for EXO, Red Velvet, Girls Generation, Super Junior and NCT from SM Entertainment as a certified vendor. We will make an announcement regarding official release date and inventory amount.

When is the release date for album for [ARTIST}? Will [ARTIST] have a comeback? (Any other non-shopping and non-merchandise related questions)

Sorry but we do not have the right to share SM Entertainment's internal information such as Artists' schedule at this point ☹

Do you ship worldwide? How much is international shipping?

Yes, we do. It starts at $15. It all depends on how much your merchandise weighs. We also offer free shipping for orders of $200 or more anywhere. We recommend you to take advantage of this offer. For delivery please expect 1-2 weeks for shipping to fully process. For more questions please read the shipping & payment info. 

I am an international customer and I am not sure how much I'll be charged for a purchase.

SM Global Shop is proud to serve customers from all over the world! All pricing on our site is in USD, the conversion rate would depend on your issuing credit card company being used on the transaction.

Why did I get charged fees to pick up my international order?

Depending on your country’s customs office you may have to pay duties and taxes for international shipping. These additional fees are assessed by your government and we have no control over them, nor do we know what fees they will use. If you are concerned about your country’s import tariff we suggest contacting your local customs office directly. 

My tracking info shows my package was delivered, but I never received it.

SM Global Shop provides customers with the option to track packages for certain countries. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but SM Global Shop does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.

Package tracking is available for the following countries: 

Do you have an affiliate program? 

Yes, we do. Here you go:

How can I return a product?

Please refer to our return policies.

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