Shopping FAQ

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

Popular Questions

Type Question  
  • Shipping Problem My product has arrived damaged. How do I return it? expand the areacollapse the area I don't want to accept my delivery from the postman/courier - It looks damaged
    If you are accepting a delivery face to face (By the Royal Mail or the courier) and you see that your parcel/item is damaged and you are worried about the product inside being damaged also you can refuse to accept the delivery.

    After refusing the delivery, the item(s) will come back to Samsung. When it is received a refund will automatically be made to you. The refund can take up to 15 days from receipt of the item(s) but it is quite often sooner (Within 3-5 days). If you still want to receive the item(s) please place a new order with us via Samsung .com

    My item has been delievered/I have already signed for it - I have found it is damaged
    If your item(s) is damaged it is important that you let us know as soon as possible. Legally you have 7 days to return goods (for any reason) that have been purchased online. Samsung provide you with a 28 day window to return your item(s).To return your item(s) you will need a Return Label. If you have the ability to print a label you can go to Samsung.com you have the option to print one there.
    If you are unable to print a label you can contact us on 0330 726 7467 (0330 SAM SHOP) and talk to one of our customer support team who will be happy to arrange for a label to be posted to you.

    When you have your label:
    Once you have your label package your item and stick the label on securely and post it back. If you have to take it to the post office (due to size) you will not be asked to pay anything. The returns label covers the cost.
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  • Payment What payment methods do you accept? expand the areacollapse the area All major credit and debit cards are accepted or you can use an existing PayPal account.
    Mastercard, Visa Credit, Visa Debit, American Express and PayPal
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  • Payment My payment has failed. What can I do now? expand the areacollapse the area If your payment fails, we would first recommend contacting your bank to rule out any problems with your card.
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  • 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? expand the areacollapse the area 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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  • Shipping Problem My product has arrived damaged. I've decided to keep it, so shall I be given a discount or compensation? expand the areacollapse the area 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.
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  • Shipping Do you offer a next day delivery service? expand the areacollapse the area

    Yes. When you place an order you are able to select a delivery method. If you select 'Express Delivery' you will receive your order the next business day as long as you have done this by 4pm. Business days are Monday to Friday.

    For example:

    - If you order an item by 4pm on Monday with 'Express Delivery' it will be delievered on Tuesday. 

    - If you order an item by 4pm with 'Express Delivery' on Friday it will be delievered the following Monday.  

     

     

    There may be a charge for 'Express Delivery'. This  will be dependent on the product availability and/or the number of products in your order. You will be notified of any possible delays at time of ordering.

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  • Shipping What are the delivery options and how much do they cost? expand the areacollapse the area If your total order cost is under £75, the delivery options are:
    - Standard delivery: Free (3-5 business days)
    - Parcel delivery: £3.50 (2-3 business days)
    - Express delivery: £7.50 (Next business Day)

    If your total order cost is £75 or more you may select any of the above delivery options at no extra cost. Recorded delivery and Express recorded delivery will be available for free.

    Delivery times for standard and nominated day deliveries are between 8am and 6pm.
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  • Product Availability What products are available to buy? expand the areacollapse the area We currently stock a range of accessories for Galaxy Smartphone, Tab and Camera, Digital Imaging and IT products such as the Notebook PC. We endeavour to expand our range to include additional products in the future.
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  • Warranty What is the warranty on a product I have purchased from Samsung.com? expand the areacollapse the area The warranty on all Samsung products is one year from the date of delivery. It is recommened you keep your proof of purchase/delivery invoice for future reference. You can view additional information regarding Samsung warranty policy at the link below:

    http://www.samsung.com/uk/support/warranty/

    If you have a fault with a product you have purchased from us, we will endeavour to rectify it as soon as possible. Some products will qualify for warranty repair. This means the first step after a fault being found is a repair being arranged, with Samsung covering the cost of the service, parts and labour, and the product returned to you.

    If it cannot be repaired, we will endevour to provide you with an alternative solution.

    If your product does not have a warranty repair option (eg
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  • Product Availability Why can't I buy X product (eg: TV/Mobile/Tablet) from Samsung.com? expand the areacollapse the area Not all products are available to purchase through Samsung.com at this time. We currently stock products from our Galaxy Smartphone, Tab and Camera, Digital Imaging and IT ranges such as the Notebook PC.

    We endeavour to expand our range to include additional products in the future. If a product is not available to purchase from Samsung.com, 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 nearby to you.
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