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 Product Availability What products are available to buy?
We currently stock a range of accessories for Galaxy Smartphone, Tablets and Camera, Digital Imaging and Monitors. We endeavour to expand our range to include additional products in the future.  You can contact us at
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9 Payment What payment methods do you accept?
All major credit and debit cards are accepted or you can use an existing PayPal account.
Mastercard, Visa Credit and PayPal
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8 Shipping Problem I think my order has been lost - Who do I contact?
Standard Deliveries:
Please allow up to 5 working days for delivery. The 5 days start from the the day after you receive an email from us confirming that your items(s) has been dispatched (eg: If You receive an email confirming dispatch on 10th, you should receive the item by 16th). If more than 5 days have passed from this date and you have still not received your delivery please contact and we will be happy to investigate this for you.
If you purchased using a Guest Check-out:
- Select 'My Samsung'.
- Select 'Order'.
- Enter your order number - you will find this in the Confirmation email sent to you after your order was placed
- Enter the email address which was entered when you placed the order
The status of your order is displayed on this page.
Note: Our couriers will try to deliver three times to your address. If after three attempts they still haven't been able complete the delivery the order will be returned to our warehouse and a refund will be processed automatically.
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7 Product Availability Why can't I buy X product (eg: TV/Mobile) from

Not all products are available to purchase through at this time. We currently stock a range of accessories for Galaxy Smartphone, Tablets and Camera, Digital Imaging and Monitors.
We endeavour to expand our range to include additional products in the future. If a product is not available to purchase from, you will see a 'BUYING OPTIONS' option on a products page. This allows you to buy product from online partners and to locate authorised retailers of Samsung products near you.

You can contact us at

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6 Product Support How can I ensure that the product I wish to purchase is compatible with the item I already own?
When you view a product in, items compatibile with it are shown on the products page. However, if you do have a question about compatibility there are a couple of ways to contact us:
1) You have an account with
If you have created an acccount with
- login to your account
- Select 'MY SAMSUNG'
- Select 'Shopping Support'
- Select '1:1 Q&A'
Click on the 'Ask a Question' button on the right side of the screen and type in your question. Your question will be put to one of our customer support team who will endeavour to answer your query within 24 hours. You will receive an email notification when your question is answered.
2) If you do not have an account you can contact us at 

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5 Shipping Problem I was not available to sign for my goods on each occasion when a delivery was attempted. How can I obtain my items now?
If you have received 3 delivery notfications but have not responded, your delivery will be returned to our warehouse. When this happens you will automatically receive a full refund within 3 working days of receipt of the items into the warehouse. If you still wish to receive the product, you must place another order.
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4 Shipping Problem My product has arrived damaged. I've decided to keep it, so shall I be given a discount or compensation?
No. If a product is faulty or damaged upon arrival we encourage you to report it to us soon as possible so we can help you with the process of returning the product and receiving a replacement or refund.  You can contact us at
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3 Shipping Can I place my order online and then collect my item(s) in-store? Would this be free of charge to me, or would there be a holding fee?
At this time, we do not offer this service. All purchases come directly from Samsung via our courier partners.
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2 Shipping Can I request a specific date or time slot for my delivery to arrive?
Unfortunately at this time this is not a possibility.
Delivery times for standard and nominated day deliveries are between 8am and 6pm.
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1 Shipping Can I request my first order is delayed so all of my items arrive at the same time?
Unfortunately this is not an option our courier partners offer at this time.
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