FAQ

Frequently Asked Questions (FAQ) for Smooch

1. What currency does Smooch use?
We process payments in your local currency whenever possible. In some cases, your card may be charged in USD—with any necessary conversion handled by your financial institution.

2. Which payment methods are accepted?
We accept major credit cards (Visa, Mastercard, Discover, American Express, Maestro, and CB Bank), as well as Shop Pay Installments, PayPal, Klarna (in select regions), Amazon Pay (where available), store credits (US only), and digital gift cards.

3. How do Shop Pay Installments work?
Shop Pay Installments lets you split your purchase into multiple payments over time. Simply choose the plan that best fits your needs during checkout. For more details, please refer to our Shop Pay Installments FAQ.

4. When will my order ship?
Most orders ship within 2–5 business days from our fulfillment center. Once shipped, standard delivery typically takes an additional 2–10 business days. During high-demand periods, please allow extra processing time. Expedited shipping is available for an additional cost.

5. How can I track my order?
After your order ships, you’ll receive a confirmation email with a tracking link. Please allow up to 48 hours for tracking updates to appear.

6. What is order verification, and why might my order be on hold?
For security, all orders may be subject to verification to confirm they are authorized by the cardholder. If your order is placed on hold, we will contact you promptly to resolve any issues.

7. Do you offer gift options?
Yes! You can add a personalized gift message at checkout. All orders ship with a discreet packing slip (excluding pricing details) and are wrapped in our signature Smooch tissue paper for a premium unboxing experience.

8. How do I choose the best size?
We provide a detailed size guide to help you find the perfect fit. Since our products vary in style and measurements, if you need personalized assistance, please contact us with your bust, waist, and hip measurements.

9. Can I change or cancel my order after placing it?
Once an order is placed, changes cannot be made. To cancel an order, please email us with your order number by 12 PM KST on the following business day. After that cutoff, your order will be processed, and any returns must follow our standard return policy.

10. What should I do if I receive a damaged, incorrect, or missing item?
If your order arrives damaged, if an item is missing, or if you receive the wrong product, please contact us immediately so we can resolve the issue as quickly as possible.

12. How do digital gift cards work?
Our digital gift cards can be purchased on our website and used both domestically and internationally. They’re delivered via email along with redemption instructions. Please note that international purchases may experience slight discrepancies in value due to currency conversion.

13. Do final sale items qualify for returns or exchanges?
No. Items marked as Final Sale are offered at a discounted price and cannot be returned, exchanged, or refunded. Please review product details carefully before making your purchase.

14. What if I see a price adjustment or promotion after ordering?
We do not offer price adjustments after purchase, even if an item later goes on sale or is part of a limited-time promotion.

For any additional questions or further assistance, please contact our customer service team at cs@smooch.ltd.