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faq

About Samsung Account

If you create an account you will be able to:

  • Receive notifications about offers and promotions for products you are interested in
  • Set up product preferences for product types you are most interested in, and receive notications when there are offers for these products or new products added to that product range.
Sign in/out

Signing In

You can sign in by clicking on the 'Log-in' link at the top of this page

Signing Out

You can sign out by clicking on 'Log-out' shown at the top of the page

If you are having trouble logging in to your account, please check the 'Caps Lock' key, all passwords are case sensitive.

If that doesn't work please use "Forgotten your Password" and follow the link that is emailed to your requested email address.

Please reset your password using the "Forgotten your ID or Password" function.

Don't worry though:

Samsung does not store all your payment card information. After you have purchased a product from Samsung.com, the only information visible on your account (and to our customer service team) is:

  • The date the order was placed
  • The amount paid
  • The last 4 digits of the card that you used
  • The expiration date and the card type
  • Name on the Card

This is the only information available, so this will not be able to be used by someone else for any unauthorised payments.

Sign up

You can open an account by clicking on the 'Log-in' link at the top of this page and then 'Sign up here' on the sign in page. You are also able to create an account during your purchase.

No, you can choose to checkout as a guest without creating an account.

Shipping

 All orders placed directly on Samsung website are eligible for free delivery nationwide.
Current delivery exclusions are Great Barrier Island, Chatham Islands and Stwart Island.

 

Delivery estimates take into consideration both the delivery address and the types of products being ordered.

Small item delivery: Usually within 5 working days (except for pre-order period, holiday or out of stock situation)

Big item delivery: Usually within 14 working days (except for out of stock situation). You will be contacted by our delivery partner to arrange a drop off time with you.

To track your delivery, you can log into your Samsung Account => Go to “My Account” => Go to “My orders” => Click “View” on the order you place.

Shipping Problem

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 Parcel Force 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. You can choose to have a refund or receive a new unit from Samsung. The refund and replacement can take up to 10 days from receipt of the item(s).

My item has been delivered/I have already signed for it - I have found it is damaged

If your item arrives damaged it is important that you let us know as soon as possible at estorenz@samsung.com and we will help you to have the item returned or replaced.

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. You can contact us at estorenz@samsung.com.

If you have received 3 delivery notifications but have not responded, your delivery will be returned to our warehouse. Please reach out to us if you want to have the item redelivered to you.

Payment

All major credit and debit cards are accepted (Mastercard, Visa Card). You can also use Qcard or Laybuy or create a new account for your payment.

If your payment fails, we would first recommend contacting your bank to rule out any problems with your card. You can contact us at estorenz@samsung.com.

If you believe a payment has been taken more than once please contact us at estorenz@samsung.com and we will be happy to investigate.

Product Availability

We currently stock a range of accessories for Galaxy Smartphone, Tablets and Camera, Digital Imaging and Monitors. We endeavour to expand our range to include additional products in the future. You can contact us at estorenz@samsung.com.

Not all products are available to purchase through Samsung.com at this time. We currently stock a range of Galaxy Smartphones, Tablets, Wearables, as well as Accessories for Galaxy Smartphones and Tablets, and Monitors.

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 'WHERE TO BUY' option on a products page. This allows you to buy product from online partners and to locate authorised retailers of Samsung products near you.

You can contact us at estorenz@samsung.com for any product enquiries.

Product Support

When you view a product in Samsung.com, items compatible with it are shown on the products page. However, if you do have a question about compatibility there are a couple of ways to contact us:

  • Live Chat Support
    Live Chat is available 24 hours, 7 days a week. Start Chat
  • Email Support
    We'll respond within 24 hours of your request. Message us 
  • Phone Support
    Call to speak to a customer service rep.
    0800 SAMSUNG (0800 726 786)
    0800 M SAMSUNG (0800 6 726 786)

 

Alternatively, you can also contact us at estorenz@samsung.com.

If you experience a fault with the product within 14 days from purchase, please contact estorenz@samsung.com. If you experience a fault with the device outside of 14 days, please contact our Customer Services and Technical Support team on 0800 726 786.