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Enjoy up to 24 months interest-free instalment (HSBC, Hang Seng Bank, BOC and Standard Chartered) by spending HK$2,000 or above.Learn More

faq

About the Samsung Account

With a Samsung Account, you can browse through many products and offerings in the online shop and use most of Samsung's services, including Samsung Apps and Games in Galaxy Store.

A Samsung Account is an integrated membership that allows you to use Samsung services on smartphones, tablets, websites, TVs, and other devices. You can use different services from Samsung through a single account without logging in separately for each service. If you want to learn more about Samsung Account, please visit the Samsung Account website.

To register

If you want to create your Samsung Account, first click on "Login". In the Log On pop-up, click "Register Now". Your e-mail address is required.

The age limit is valid for the Samsung Account according to the legal requirements in the respective countries. As a minimum age for registration in Hong Kong you have to be 18 years old.

Retrieve / reset password

You can reset your password using the ‘Find ID or reset password’ link on the Sign in page. Please note, our customer services team do not have access to your passwords and will never ask you for your password if you need to contact us.

Log in / logout

You can either log in to the Samsung Online Shop by entering your Samsung Account registration data (email address and password) or by clicking the login button on the right hand side of the search field. You can also unsubscribe by clicking on this button again.

Account management

Your personal data as well as your address book can be found after registration with your Samsung Account "MySamsung" - "My account" - "settings".

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

  1. Login to Samsung Account
  2. Select “MY ACCOUNT”
  3. Here you can update first and last name, date of birth or email address via the Samsung Account website can change.
Termination

You can cancel your Samsung Account through the website (https://account.samsung.com/). Log in to the website with your Samsung Account, and then click on the menu item "Profile". Here you can find the button "Samsung Account Settings" then you can find "Delete account".

Make an order

Shopping via the Samsung Online Shop is easy and safe. Just follow these few steps to place an order.

  1. Select an item you want to buy, then click "Add to Cart" in the Quick View or on the product page.
  2. You can either continue shopping or complete your purchase.
  3. When you are finished shopping, click "complete shopping" or the shopping cart (the small shopping cart icon at the top right of the page) and follow the steps in the ordering process.
    After completion, you will receive an e-mail confirming your order, which contains your order number.
Order tracking

You can check the status of your order in the online shop under the item "My account" and "My orders". There you can track the shipment by clicking on the link.

Delivery periods

Samsung Online Shop will endeavor to provide you with delivery within 2-3 business days. Delivery lead time may be longer if shipping address is in remote areas or Macau.

Shipping

Yes, we offer free delivery for any purchase in Samsung Online Shop.

You can change your shipping address only before delivery. please call 8100 0464 (Hong Kong) or 0800 204 (Macau) for assistance. Our customer service team is available 9am to 9pm daily.

Samsung Online Shop will ship pre-order product from the shipping date. In General you shall receive delivery within 2-3 business days. If you purchased non-pre-order and pre-order products in single order, all items in this order shall be shipped together from the pre-order shipping date. Please call 8100 0464(Hong Kong) or 0800 204 (Macau) for assistance. Our customer service team is available 9am to 9pm daily.

Payment

The Samsung Online Shop offers various payment methods for your order, including Samsung Pay, Visa, Mastercard and American Express.

Enjoy interest-free monthly instalment options with 12, 18 or 24 months tenure using HSBC, Hang Seng Bank, Bank of China or Standard Chartered credit cards (Visa & Mastercard), when the checkout value is above HK$2,000 (Available instalment options subject to checkout value).

Promo Code

The Samsung Online Shop occasionally offers discount codes or discounts for special items or periods through promotional codes. If you want to use a promo code to buy products, you can use this promo code when you place your order in your shopping cart.

Change Payment Method

As soon as you start processing the payment in the Samsung Online Shop, you will not be able to change the payment method.

Problem with shipping

If you see that your parcel/item is damaged, you may refuse to accept the delivery. Please inspect the item carefully for damages before acknowledging the acceptance note. The rejected delivery will be returned to us and a replacement delivery arranged. In the event that the item you ordered is no longer available, a refund will be made to you.

You can call 8100 0464 (Hong Kong) or 0800 204 (Macau) from 9am to 9pm to report any unused deliveries.

Please call 8100 0464 (Hong Kong) or 0800 204 (Macau) for assistance. Our customer service team is available 9am to 9pm daily. We will then check the status of your missing items immediately.

Your orders can be delivered to areas within Hong Kong and Macau except for P.O. Boxes and restricted areas.

Cancellation

Unfortunately you are unable to cancel your orders once your order has been placed.

Change an order

Unfortunately you are unable to change color or model or other product except as agreed by us. Please contact our Customer Support Team 8100 0464 (Hong Kong) or 0800 204 (Macau) for any enquires. Our customer service team is available 9am to 9pm daily.

Return

Orders are returnable if and only if they are incorrect or defective.

Incorrect: The item delivered is not what you have ordered. The model or colour is different from what is indicated on the order confirmation or there are missing items or parts inside the packaging. It may only be returned if you arrange the returns request on or before next calendar day as the day the item is delivered to you. Our courier company will pick up the package at the time specified by you, subject to slot availability. And replacement delivery will be arranged.

Cosmetic damage: If you discover any external cosmetic damage (such as scratch, dent, stain or crack) on the item, it may only be returned if you arrange the returns request on or before next calendar day as the day the item is delivered to you.

Defective: The item is not functioning. it may only be returned if you arrange the returns request within 7 days from the day the item is delivered to you.

Please call 8100 0464 (Hong Kong) or 0800 204 (Macau) for enquiries. Our customer service team is available 9am to 9pm daily.

If we agree you to return a product for checking. Returned items must meet the following requirements:

The returns request must be submitted on or before next calendar day as the day the item is delivered to you. For defective product, please arrange the returns request within 7 days from the day the item is delivered to you.

Item collection at your shipping address will be arranged in next 7 days upon you raised the returns request. The item will be delivered to our customer service center for checking if necessary.

You must provide proof of purchase with order completion email, order number and invoice number.

Item must be in brand new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it. All packaging must be unmarked and not defaced in any manner.

Item must be returned in the original delivery box (or with, at least, suitable packaging) to protect the product from damage during return delivery.

We regret to inform that any requests for cancellation, return or refund due to a change of mind will not be accepted. We reserve the rights to reject any cancellation, return or refund requests that we deem unfit, unreasonable or unjustified at our sole discretion.

If the item is covered by warranty from Samsung, usual warranty terms and conditions apply. Please refer to https://www.samsung.com/hk_en/support/warranty/ for more information.

Product availability

Not all items available in shops can be purchased at the same time in the Samsung Experience Store. You can use the search function to search with a search term or item number for articles.

We regularly add new products to our Samsung Online Shop . So it is always worthwhile to look for new products and great offers.

Our products are not only available in the Samsung Online Shop, but also in many electronics and specialist shops. If you would like to find a Samsung dealer near you, please go to Samsung Experience Store ,or go to Authorized Retailers / Authorized Distributors for Mobile Devices.

Warranty

The warranty information depends on the type of product and the region.
You can find more information on the Warranty with the details.

Special offers can be found on our website under the menu point Offers.

If you want to register a product, please go to ClubS for product registration.

Samsung Trade-in gives customers the opportunity to receive monetary value for trading in their used devices. Please refer to https://www.samsung.com/hk_en/trade-in/ and visit the Samsung Trade-in website to see the list of eligible devices for trade-in and their estimated trade-in values.

Please refer to https://www.samsung.com/hk_en/trade-in/ and visit the Samsung Trade-in website. Answer few simple questions to valuate your old device and fill in device information. Dedicated technician will be arranged to your home for the final check up and collect your old devices within 3 business days. After the final check up, you will receive your trade-in value via bank transfer within next 3 business days.