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faq

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.

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.

Pre-orders

You can pre-order the Samsung Galaxy S9 / S9+ from the Samsung Online Store between 00:01 AM (AEDT), Tuesday, 27 February 2018 until 11:59 PM (AEDT), Thursday, 15 March 2018 to be eligible to receive a bonus Samsung Wireless Charger Convertible.

Purchase a Samsung Galaxy S9 or Galaxy S9+ through the Samsung Online Store, during the pre-order period, before the 15th of March, and receive a bonus Samsung Wireless Charger Convertible (EP-PG950BBEGWW), valued at $119 RRP


Further to this, you are also eligible to receive 10,000 Qantas Points for each S9 or S9+ purchase during the pre-order period when you enter your Qantas membership details during checkout.

The order number that appears on the confirmation screen indicates that your order has been successful. Your wireless charger will automatically be added to your cart upon checkout for pre-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'
  • 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.

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 'Change of Mind' returns: all returns must be sent to us within 14 days of purchase from Samsung.com/au 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.

Our lines are open 7 days from 8am to 8pm AEDT.


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.

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.

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

The offer is for eligible Qantas Frequent Flyer Members who purchase a Participating Product from the Samsung Online Store or a Samsung Retail Store during the pre-order period (between the 27th of February to the 15th of March), to earn 10,000 Qantas Points per Participating Product purchased.

Participating Products are any of the following Galaxy S9 and S9+ models:

No Model Capacity Colour Model Number RRP
1. Galaxy S9 64GB Black SM-G960FZKAXSA $1,199
2. Galaxy S9 64GB Blue SM-G960FZBAXSA $1,199
3. Galaxy S9 64GB Purple SM-G960FZPAXSA $1,199
4. Galaxy S9 256GB Black SM-G960FZKFXSA $1,349
5. Galaxy S9 256GB Blue SM-G960FZBFXSA $1,349
6. Galaxy S9 256GB Purple SM-G960FZPFXSA $1,349
7. Galaxy S9+ 64GB Black SM-G965FZKAXSA $1,349
8. Galaxy S9+ 64GB Blue SM-G965FZBAXSA $1,349
9. Galaxy S9+ 64GB Purple SM-G965FZPAXSA $1,349
10. Galaxy S9+ 256GB Black SM-G965FZKFXSA $1,499
11. Galaxy S9+ 256GB Blue SM-G965FZBFXSA $1,499
12. Galaxy S9+ 256GB Purple SM-G965FZPFXSA $1,499

Eligible purchases made via the Samsung Online Store (accessible at https://shop.samsung.com/au or Samsung Retail Stores (a list of which is available at www.samsung.com/au/samsungstore) are eligible to receive 10,000 points.