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 Orders Can I make a purchase over the phone?
Ordering over the phone is not available at the moment because Customer Support agents are unable to process payments. Their focus is to help you with product enquiries and online orders.
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9 Payment What payment methods can I use on Samsung.com?
We accept Visa, Mastercard, American Express credit cards and PayPal.
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8 Shipping What happens if I'm not home when my order is delivered?
If you are not at home to receive your shipment, our delivery service will leave a parcel collection card detailing the date and time of the attempted delivery.

Your order(s) will be delivered to your local post office where you can collect it using the parcel collection card. Please ensure that you have identification when collecting your order.
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7 Orders The item I want to buy is out of stock. Can I still place my order to ensure I can receive this item as soon as new stock arrives?
Unfortunately, back orders are currently not available on Samsung.com/au however we replenish stock as quickly as possible so please come back and check the website at a later date.
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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 Products How can I be sure that a product I want to buy is compatible with another Samsung product I already own?
You can contact our customer support team by calling 1300 362 603. Our lines are open 7 days from 8am to 8pm AEDT.
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4 Shipping How quickly will my order arrive?
Depending on the option that you chose during checkout, your order will be delivered via Standard or Express Delivery. Once your order has been dispatched, Samsung will send a text message to the mobile number used to place your order. 

Standard Delivery* 
-Your item(s) will be delivered within 7 business days after you receive the text message.

Express Delivery* 
- Your items(s) will be delivered the next business day provided that your order was placed prior to the 2pm cut-off and your post code is within the next business day delivery region.

*All delivery lead times are estimated and cover only the metropolitan areas. Major metropolitan areas include: Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth and Sydney. In addition to email, you will receive an SMS notification if your order is being sent Express.
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3 Orders I forgot to add an item to my order. Can I add it to my pending order or must I place a second order?
Once your order has been accepted by Samsung, we start processing it. This means that you are unable to change it.

If you have forgotten to add an item, Samsung offers free freight on all orders, simply place a new order for the item(s) you require.
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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 Pre-Orders How can I tell if my Pre-Order has been successful?
The order number that appears on the confirmation screen indicates that your order has 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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