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faq

Once you have placed your order, you are unable to modify it. Samsung offers free freight on all our online orders. Simply place a new order for the additional products that you require.

Payment is taken upfront 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.

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

Ordering online from Samsung is easy, but if you are having some trouble the following steps may help.

Once you have browsed or searched the Online Store and have found an item that you would like to purchase:

  • Click 'Add to Basket'

Note: A red dot with the number of items added to your cart is displayed at the top right of the screen. You can click the trolley icon at any time to check out when you have items in your cart.

  • To continue shopping, close the ‘Go to Checkout Now’ window and continue to add desired items to your cart.
  • When ready to purchase, click 'Go to Checkout Now' or click on the trolley icon and select 'Go to Checkout'.
  • If you have a Samsung Account you can sign in with your account details, or you can checkout as a guest.

The following steps will take you through the Guest Checkout Process.

  • Click 'Checkout as Guest'
  • Check and edit the contents of your cart
  • If you have a Promotion Code, enter the code and click 'Apply'. Promotions Codes are case sensitive
  • Choose your desired delivery option
  • Select payment method
  • Review the terms and conditions for your purchase, tick the check box agree to the terms
  • Enter your email address
  • Enter your contact and shipping details, then click 'Validate Address'
  • Enter billing details
  • Click 'Place Order'
  • Enter credit card details and click 'Apply'
  • Review your order and click 'Payment' to finalise

Your order is complete when the order confirmation page is displayed confirmation your purchase details and order number.

Once your order has been accepted, you'll receive an order confirmation email within 30 minutes. If you have not received your 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.

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.

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!

Express shipping is available for metropolitan areas of Australia. To view the list of postcodes eligible for express shipping (next business day delivery if ordered before 2pm AEDT) please check here.

How to choose Express Shipping:

  • check your postcode is eilgible for express shipping;
  • place your order by 2pm on Monday to Thursday (excludes public holidays);
  • select Express Delivery during checkout;
  • your order will be delivered the next business day.

Please note: Ordering before 2pm on a Friday means your item will be delivered the following Monday. Excludes public holidays.

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.

We currently stock Smartphones, Tablets, Cameras, Wearable and their accessories in the Online Shop.

If you can't find an item in the Online Shop, check the product page on Samsung.com and click the 'Where to Buy' option if available.