Shopping FAQ

You will find answers to our most frequently asked questions about Samsung e-Store.

Popular Questions

Type Question  
  • Products How can I be sure that a product I want to buy is compatible with another Samsung product I already own? expand the areaCollapse the area You can contact our customer support team for product advice like this by calling 1300 362 603.
    We also have Live Chat* available: http://livechat.support.samsung.com/LiveChat/customer/au
    Our lines are open 7 days from 8am to 8pm AEST.
    *Live Chat is only available on PC and Laptop. It is not available on mobile devices
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  • Payment What payment methods can I use on Samsung.com? expand the areaCollapse the area We accept MasterCard, Visa and American Express credit cards, and PayPal.
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  • 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? expand the areaCollapse the area Backorders are currently not available however we replenish stock as quickly as possible so please check Samsung.com often.
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  • Products Why can't I buy X product (eg: TV/Mobile/Tablet) from Samsung.com? expand the areaCollapse the area We currently stock these popular ranges in the e-Store:
    - Galaxy (Smartphones, Tablets and Cameras);
    - Digital Imaging; and
    - Select IT ranges such as the Notebook PC
    Didn't find it in the e-Store?
    Check the product page on Samsung.com
    Click Buying Options for a list of authorised retailers near you.
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  • Returns I received an incorrect or damaged item expand the areaCollapse the area If your item is incorrect or was damaged in transit please contact Samsung Customer Service on 1300 362 603 (open 7 days from 8am - 8pm AEST) to organise a replacement.
    You can also call us for product support or visit www.samsung.com.au/support for additional information.
    We also have Live Chat* available: http://livechat.support.samsung.com/LiveChat/customer/au
    *Live Chat is only available on PC and Laptop. It is not available on mobile devices
    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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  • Returns Can I get a Refund? expand the areaCollapse the area 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 a change of mind: all returns must be sent to us within 14 days of purchase from Samsung.com 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.
    We also have Live Chat^ available: http://livechat.support.samsung.com/LiveChat/customer/au
    Our lines are open 7 days from 8am to 8pm AEST.
    ^Live Chat is only available on PC and Laptop. It is not available on mobile devices
    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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  • Returns Can I return purchased items? expand the areaCollapse the area Yes, you can return items within 14 days of purchase from Samsung.com for a full refund. Please see our Change of Mind Policy.
    All returns must include original sealed packaging, all accessories, manuals and documentation, and be unused and undamaged.
    Please contact Samsung Customer Service on 1300 362 603 to organise a return.
    We also have Live Chat* available: http://livechat.support.samsung.com/LiveChat/customer/au
    Our lines are open 7 days from 8am to 8pm AEST.
    *Live Chat is only available on PC and Laptop. It is not available on mobile devices
    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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  • Shipping Why does a minimum order value apply to my order? expand the areaCollapse the area Minimum order values apply to orders to be delivered to rural/remote locations, as such deliveries require more resources of our delivery partners.
    A minimum order value of $[insert] applies to orders to be delivered to locations which are not within [insert threshold distance] kilometers of the central business district of any one of the metropolitan centres of Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth and Sydney [delete/include cities/centres as appropriate].
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  • Shipping Do you ship to my City, State or Territory? expand the areaCollapse the area We ship to addresses within Australia only. You may not export any products purchased from the online Samsung Australia store. The Samsung Australia store sells and ships products to end user customers only.
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  • Shipping How quickly will my order arrive? expand the areaCollapse the area Within one (1) business day for an Express Delivery, and up to seven (7) days for a Standard Delivery.
    Standard Delivery*
    -Samsung sends you a text message confirming your item has been dispatched.
    -Your item(s) will then reach you within the following 7 days (after you receive the text message).
    - Example: A customer receives our text message on the 10th, and can expect their order to arrive by the 17th.
    If more than 7 days have passed and you have still not received your delivery, or a parcel collection card if you were absent when the delivery was made, please contact Samsung Customer Services team on 1300 362 603 so we can investigate this on your behalf. We also have Live Chat^ available: http://livechat.support.samsung.com/LiveChat/customer/au
    Our Phone and Live Chat lines are open 7 days from 8am to 8pm EST.
    ^Live Chat is only available on PC and Laptop. It is not available on mobile devices.
    Express Delivery*
    Samsung sends you a TRACKING NUMBER which you can use to check your delivery status from door-to-door. To check your delivery status:

    If you have a Samsung Account:
    - Llog in;
    - Sselect 'MY SAMSUNG';
    - Sselect 'Shopping Support'; and
    - Sselect 'Order',
    Tthe status of your order is displayed on this page.
    If you purchased through Guest Checkout:
    - Sselect 'MY SAMSUNG';
    - Sselect 'Shopping Support';
    - Sselect 'Order';
    - Eenter your order number - you will find this in the Confirmation email sent to you after your order was placed;
    - Eenter the email address which was entered when you placed the order; and
    Tthe status of your order is displayed on this page.
    *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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