Shopping FAQ

You will find answers to our most frequently asked questions about Samsung SHOP.

Popular Questions

This is a list of frequently asked questions about the use site.
No Type Question
10 Payment When is payment taken for my order?
Payment is taken during the checkout process when you pay for your order. The order number that appears on the confirmation screen indicates payment has been successfully processed.
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9 Shipping Will I be notified once my order has shipped?
Yes, Samsung will send a text message to the mobile number entered at time of purchase. You can check the status of your shipment by clicking on the link within the text message.
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8 Products Why can't I buy X product (eg: TV/Printer/Fridge) from Samsung.com?
We currently stock Smartphones, Tablets, Cameras, Wearable and their accessories in the Online Shop.

If you can't find an item in the Online Shop, check the product page on Samsung.com and click the "Where to Buy" option if available. 
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7 Your Samsung Account What is a Samsung Account?
A Samsung Account is an optional membership that gives you access to multiple Samsung entertainment services on your mobile phone, tablet, TV and computer. These include Apps, Chat, Games, Books, Music, Movies, TV and more.*

View the list of services and sign-up for your Samsung Account here.

 

*Internet connection required. Data, subscription or other charges may apply. Content may change without notice. Usage may be subject to third party agreements.

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6 Returns What is Samsung's Change of Mind Policy?
Samsung offers a 14 Day Change of Mind Policy for all items purchased from our Online Store samsung.com/au/shop

Please note: Samsung will not accept any returns for opened or used items. Please refer to our Change of Mind Policy for full terms and conditions.
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5 Orders How do I place an Online order?
Ordering online from Samsung is easy, but if you are having some trouble the following steps may help.

Once you have browsed or searched the Online Store and have found an item that you would like to purchase:
- Click 'Add to Basket'   

Note: A red dot with the number of items added to your cart is displayed at the top right of the screen. You can click the trolley icon at any time to check out when you have items in your cart.

- To continue shopping, close the ‘Go to Checkout Now’ window and continue to add desired items to your cart.
- When ready to purchase, click 'Go to Checkout Now' or click on the trolley icon and select 'Go to Checkout'.
- If you have a Samsung Account you can sign in with your account details, or you can checkout as a guest.

The following steps will take you through the Guest Checkout Process.
- Click 'Checkout as Guest'
- Check and edit the contents of your cart
- If you have a Promotion Code, enter the code and click 'Apply'. Promotions Codes are case sensitive
- Choose your desired delivery option
- Select payment method
- Review the terms and conditions for your purchase, tick the check box agree to the terms
- Enter your email address
- Enter your contact and shipping details, then click 'Validate Address'
- Enter billing details
- Click 'Place Order'
- Enter credit card details and click 'Apply'
- Review your order and click 'Payment' to finalise

Your order is complete when the order confirmation page is displayed confirmation your purchase details and order number.

Once your order has been accepted, you'll receive an order confirmation email within 30 minutes. If you have not received your confirmation email, check your junk email or spam folder. 

Alternatively, log in to your Samsung Account to check your order summary. If you do not have a Samsung account, you can contact our Customer Care Team on 1300 362 603. Our phone lines are open 7 days a week from 8am - 8pm AEDT.
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4 Orders Has my order been successful?
All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your junk email or spam folder.

Alternatively, log in to your Samsung Account to check your order summary. If you do not have a Samsung account, you can contact our Customer Care Team on 1300 362 603. Our phone lines are open 7 days a week from 8am - 8pm AEDT.
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3 Returns Can I get a refund?
Yes, refunds are given when items are returned and certain requirements are met*.
Credit card & PayPal refunds are issued within 5 business days after we receive, inspect and accept your returned item(s).
PayPal refunds are returned to your PayPal balance.
Credit/Debit Card Refunds: please check with your card-issuer when your payment is recredited to or deposited into your account.
*For "Change of Mind" returns: all returns must be sent to us within 14 days of purchase from Samsung.com/au with original sealed packaging, all accessories, manuals and documentation, and be unused and undamaged. For damaged/faulty goods: you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Please contact Samsung Customer Service on 1300 362 603 to organise a return.
Our lines are open 7 days from 8am to 8pm AEDT.

Your rights under the Australian Consumer Law: products may come with certain guarantees that cannot be excluded under the Australian Consumer Law as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
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2 Orders My Promotion Code is not working, what can I do?

Promotion codes are case sensitive, ensure that you have entered the code in the correct format. Once you have entered the code correctly, click apply.

 

If you are still having issues:

1) Check the validity date of the promotion code

2) Check the terms and conditions of the promotion code 

 

Some promotion codes require terms and conditions to be met. This means that a code will only work once all eligible products have been added to your cart before the code can be applied.

 

If you are still having issues, please call Customer Service on 1300 362 603.

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1 Shipping Can I track the status of my shipment?
Yes, you can track the status of your shipment. Samsung will send a text message to the mobile number used to place your order once it has been dispatched. Simply click on the link within the text message to view the status of the shipment.

If you did not receive or cannot locate the text message, go to 'My Account' (Located on top right of your screen) and select 'Order'. 

If you have a Samsung Account, sign in with your account details otherwise:
- Select Guest Sign In
- Enter your order number (you'll find this in your order confirmation email) 
- Enter the email address used to place the order

The status of your order will be displayed.  To track the status of your delivery, click on on 'Track your shipment' then:
- Copy the displayed reference number
- Click 'Move to Startrack.com'
- Select 'Enter Refence Number'
- Type or past in reference number
- Click 'Track'
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Contact Samsung Online Shop

1300 362 603 (Opt 5)

Mon to Fri 8am to 8pm AEDT

onlinesupport@samsung.com

Visit a Samsung Experience Store

Come and explore our range in one of our stores with the help of our expert teams