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COVID-19 restrictions may delay your delivery.Learn More

faq

We may not be able to take your call

With the global spread of COVID-19 impacting most communities, Samsung is adapting its practices to protect the health and wellbeing of our people and customers.

As such, our call centre is operating with extremely limited resources and we are unable to take in-coming calls.

If you have any further questions relating to your Samsung Online Store order, please email our support team at onlinesupport@samsung.com. Due to the extremely high number of enquiries we are receiving, we may take longer than usual to respond to your email enquiry.

We apologise for any inconvenience, and appreciate your patience.

Hours of operation: 8am - 8pm AEST Monday to Friday excluding public holidays.

Orders

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.

Ordering over the phone is not available as our Customer Support agents are unable to process payments. Their focus is to help you with product enquiries and online orders.

Payments

The Samsung Online Store currently accepts Visa, MasterCard, PayPal, Amex and Interest Free payment options.

For Interest Free payment options, please refer to Samsung Finance by Latitude for further information.

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.

To pay via PayPal, you will need to have a PayPal account. You can sign up for a PayPal account at the time of purchase.

Samsung Finance by Latitude

The Samsung Finance could allow you to purchase a Samsung smartphone or tablet today and pay no interest on either a 12 or 24 month interest free plan. You also have the option to add a wearable, accessory or even an additional smartphone and tablet.


Similarly you have the option to offset Consumer Electronics over a 12, 24 or 48 month period with interest free monthly payments.

Use Samsung Finance to purchase any new eligible device with any of the following four cards: Latitude Creditline, Gem Visa, Go Master Card or Buyer’s Edge card.

If you do not possess any of the cards above, you can apply for a new Gem Visa card here https://www.gemvisa.com.au/apply.html 0% interest for all eligible purchases, with no interest payable for either 12 , 24 or 48 months. The minimum purchase amount for a 12 or 24 month transaction within this program is $600.00 and $1200.00 for 48 months.

If approved, you can shop immediately by using your account number to make payment. Simply enter your account number and date of birth during checking out and a verification code will be sent to your mobile phone registered with Latitude finance. Enter the verification code to finalise your purchase and enjoy your Samsung product with interest free finance.

If you already have a Latitude Creditline Gem Visa, Go Master Card or Buyer’s Edge card, then you're already eligible.

Samsung Finance gives you the option of 0% interest for 12, 24 or 48 months when you purchase a new Samsung product.

But don't limit your purchase; you can also optionally add on a new Samsung wearable or accessory and put the whole amount on Samsung Finance!

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.au/'
  • Select 'Enter Refence Number'
  • Type or past in reference number
  • Click 'Track'

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.

Store Pick Up
You'll be notified by email once your order is Ready for Collection. Please await confirmation before coming into store. You will generally receive the email within 24 to 48 hours from the placement of your order.

For more information about Store Pick Up Click here.

Samsung's Change of Mind Policy

Samsung Electronics Australia Pty Ltd (ACN 002 915 648) has a change of mind policy for eligible consumers who purchase an eligible ‘Mobile Product’ from the Samsung Online Store.

Eligible ‘Mobile Products’ mean a Samsung smartphone, tablet, or wearable device, or accessory related to such a device, that a consumer purchases directly from the Samsung Online Store at https://shop.samsung.com/au.

Eligible consumers can request an exchange or refund of their Mobile Product if they change their mind after purchase, providing that they submit a request to Samsung within 14 days of delivery and their Mobile Product is unused and in a re-sellable condition (e.g. the packaging is unopened, the seal is intact and all in-box items are in the box).

Eligible consumers can request an exchange or refund by contacting Samsung’s Customer Care Team by visiting www.samsung.com/au/support and selecting one of the contact options.

Please note that exchanges are limited to a different colour of the same model and refunds can only be made to the original payment method used by the consumer. Exchanges and refunds may take 21-30 days to be received by the consumer.

Please see the Samsung Online Store Change of Mind Policy for Mobile Products for full terms and conditions (available at www.samsung.com/au/estore/static/link_mindpolicy_p).

Please contact our Customer Care team 1300 362 603 or refer to the Samsung Online Store Change of Mind Policy for Mobile Products for full terms and conditions (available at www.samsung.com/au/estore/static/link_mindpolicy_p).

There will be no charge for returning eligible Mobile Products within the return period (14 days from when you receive the eligible Mobile Product) under Samsung’s Change of Mind Policy.

Cancellations for Samsung Online Store

You may cancel an order on the Samsung Online Store while the order cancel button is available, log in to your Samsung Account and navigate to the below:

My Orders > Track my order > Click on the 'Cancel' button

If your order can no longer be cancelled, Please contact our Customer Care team on 1300 362 603.

Please note that package products can only be cancelled altogether, partial cancellation is not possible.

Refunds

Yes, refunds are given when items are returned and certain requirements are met*.

*For 'Change of Mind' returns: Please refer to the Samsung Online Store Change of Mind Policy (located at www.samsung.com/au/estore/static/link_mindpolicy_p).

*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 our Samsung Customer Care team on 1300 362 603 for more information.

If you are eligible to receive a refund, the refund can take up to 21 business days from receipt of the item(s) at our warehouse. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency.


Your rights under the Australian Consumer Law

Please note that nothing in the Policy is intended to exclude, restrict or modify any rights that you may have under Schedule 2 of the Competition and Consumer Act 2010 (Cth) (Australian Consumer Law) or any other applicable legislation which may not be excluded, restricted or modified by agreement.

Samsung Trade-Up allows customers to send in their eligible existing device for a credit value which is applied to the price of their new Samsung device.

Brightstar Logistics Pty Limited (ABN 58 111 399 752) facilitates the trade-in process independently of Samsung.

1. Visit the Samsung.com trade-up website and select trade-up online

2. Select your eligible device and enter the IMEI number (the easiest and quickest way to get your IMEI is by dialing *#06# in your device).

3. Read through the terms and conditions of the Samsung Trade-Up program and, if you are happy to agree to those terms and conditions, select accept.

4. Add the eligible device you wish to purchase to your shopping cart. You maybe be eligible to receive a partial upfront discount.

5. Settle the remaining payment using your payment method.

6.To complete your trade-in, visit the Brightstar website and complete the process outlined.

7. After you have completed the process, you will receive a confirmation communication from Brightstar through

8. You will receive a pre-paid return satchel for your old device within 5 business days

9. Post the return satchel to Brightstar who will inspect your device

10. After inspection, Brightstar will remit the remaining trade-in credit value to your nominated bank

11. In the case where you are unsatisfied with Brightstar’s revised value (if your original assessment does not match their assessment), you will have 14 days to accept or reject the offer.

a. If you accept the revised quote Brightstar will remit the remaining funds

    b. If you do not accept the revised quote, Brightstar will ship the device back to you free of charge

    c. If you do not respond within 14 days, Brightstar will assume you accept the revised price

12. The satchel will be delivered to Brightstar, and they will inspect your device.

13. The eligible remaining trade in amount will be paid into your nominated bank account by Brightstar

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.

You can manage your account and other personal information including your registered addresses:

  • login to your account;
  • select 'MY SAMSUNG';
  • select 'Shopping Support'; and
  • select 'Preference' or 'Address Book'.

Our customer service agents can offer you assistance if required. For security reasons we will only be able to help you with updating or changing addresses. Please call 1300 362 603.

Yes, you can simply checkout as a guest.