Frequently Asked Questions

What are the benefits of creating a Samsung account?

Samsung Account is an integrated membership that allows you to enjoy all Samsung services on smartphones, tablets, websites, TVs etc. You can enjoy various Samsung services with a single Samsung Account without having to sign up for each service separately.
You will also be able to receive notifications about offers and promotions, track your orders, add products to your wishlist and more!
Please visit the Samsung Account official website https://account.samsung.com/membership/ for more information.

How do I Log-In / Log-Out?

- Logging In
You can sign in by clicking on the "Log-In / Sign-Up" link, which appears when you hover over the person icon at the top right of the page.
- Signing Out
You can sign out by clicking on the 'Log out' link, which appears when you hover over the person icon at the top right of the page.

How can I deactivate my Samsung Account?

Visit the Samsung Account official website https://account.samsung.com/membership/
Sign In
Click on "Profile"
Click on "Manage Samsung Account"
Click on "Delete Account"

How do I update my account details/ information?

Sign In to your account
Click on "My Account" from the drop down menu
You can update your addresses, payment details, personal information and view your orders and wishlists

How can I find my ID?

You can find your Samsung Account information by clicking on the "Find ID and Reset Password" link on the login page.

Click on "Log-In"
Select "Find ID or Reset password"
Select the "Find ID" tab
Enter your name and date of birth on the "Find ID" form.
Click on the "Find ID" button to see the ID (e-mail) you initially set when joining the Samsung Account.

How can I change/reset my password?

You can find your Samsung Account information by clicking on the "Find ID and Reset Password" (https://account.samsung.com/accounts/v1/TOKO/findId) link on the login page.

Click on "Log-In"
Select "Find ID or Reset password"
Select the "Reset Password" tab
Enter the ID (email address) you initially set when joining the Samsung Account
Click on "Next" and select an authentication method (cell phone or email).

If you currently do not use the email address you initially set when joining the Samsung account or if you cannot use the email address to receive a password change email due to other reasons, please contact the Customer Center (☎ 800-72627)

How do I create a Samsung Account ?

Click on Sign-Up which appears when you hover over the person icon at the top right of the page.
Click on Create an Account

Can I place an order if I don't have a Samsung Account?

Yes, you can order a product on Samsung.com without signing up for a Samsung Account ("Guest"). However, when ordering as a guest, you will be required to enter accurate customer information in order to receive notifications on your order information (order confirmation, delivery status, etc.).
Your information will be stored on Samsung.com for a certain period of time for us to process and send out order information

What is the Samsung Account Two Step Verification?

Two-step verification is an enhanced security feature that prevents someone from signing into your Samsung Account. It strengthens the security by using two different authentication factors to verify your credentials: password, and an extra security code. When signing into your account, you will enter your password and shortly after receive a verification code to your mobile phone via text message. If someone attempts to sign into your account with your password, they will not be able to access your account due to not receiving the additional verification code.

How do I place an order?

Shopping online with us is easy and completely secure. You can place an order online in just a few simple steps:

Select an item you would like to purchase and then click the Buy Now button from either the quick view or product detail page.
You can then choose to continue shopping or go directly to Checkout.
Once you are done shopping, click on the Shopping Cart, and follow the checkout steps.
You will receive an email confirming your order that includes your Order Number.

What should I do if I'm having trouble placing an order?

If you experience any technical difficulties with our website, please call us toll-free at ☎ 800-72627, or email us at e-store.ae@samsung.com

What can I do if I cannot complete the checkout process?

If you have correctly entered all your information and are still unable to complete the checkout process, we may need further information for a security check. Alternatively, you can try a different payment mode. Please call us toll-free at ☎ 800-72627, to receive assistance while placing an order.

Can I place an order over the phone?

Unfortunately, we currently do not support this facility. However, you can call us toll-free at ☎ 800-72627, to receive assistance while placing an order.

How will I know that the order is successfully processed?

You will receive a confirmation email with your Order Number.

How do I check my order status?

Once your order ships, you will receive an email that includes tracking information. Alternatively, you can find your order details and track your order on our website, by following the steps below:

If you have a Samsung Account
- Log-In
- Click on "Orders";
All your orders should be displayed on this page, along with their status.
If you don't have a Samsung Account, you can contact our Customer Center (☎ 800-72627) and provide your Order Number to the Customer Service Representative.

What do I do if I get charged after placing an order but don't get a confirmation email?

You can contact our Customer Center (☎ 800-72627).

Can I modify my order after it is placed?

You cannot change your order details once your order has been completed.
If you need to make any changes, you should cancel your order before order status is changed and place a new one.
Please contact our Customer Center (☎800-72627) for more information.

How much is the minimum purchase required?

Orders with a minimum cart limit of KWD 170 will qualify for free shipping. For orders below this value, a shipping cost will be added in the amount of KWD 5.

Can I cancel my order anytime?

You can cancel your order as long as the item has not been dispatched.
If your order is dispatched/shipped, please contact our Customer Center (☎ 800-72627) for assistance.

How do I cancel an order?

You can call us toll-free at ☎ 800-72627, with your Order Number to request for a cancellation. Alternatively, you can send us an email ae e-store.ae@samsung.com

Can I place my order online and then collect my item(s) in store?

Unfortunately, we currently do not have this facility.

Can I convert bundle offers into cash discounts if I don't want the freebies?

Unfortunately, freebies cannot be converted into cash discounts.

If I order more than one item and need them to be delivered separately, can I make it in one transaction?

Unfortunately, we currently do not support this facility.

Can I place an order without creating an account in your website?

Yes, even if you don't have a Samsung Account, you can still purchase our products as a guest, but we suggest to create an account.
However, when ordering as a guest, you will be required to enter accurate customer information in order to receive notifications on your order information.

The item I want to buy is out of stock. Can I still place my order to ensure I can receive this item as soon as new stock arrives?

Unfortunately, we currently do not support this facility. However, by using our Get Stock Alerts feature, we will send you an email as soon as the item has been restocked. You can then proceed to place your order.
How to get notified:

Click on the "Get Stock Alert" button on the product page
Enter your email address
Submit information

How do I know that the item is available for purchase?

If you see the "Add to Cart" button on the product page, it means the product is currently available for purchase.
If you see a "Get stock alert" or "Out of Stock" button, it means the product is currently out of stock. When the product is back in stock, this button will be changed to a "Add to cart" button. By using our Get Stock Alerts feature, we will send you an email as soon as the item has been restocked. You can then proceed to place your order.

I forgot to add an item to my order. Can I add it to my pending order or must I place a second order?

Unfortunately, you will need to place a second order since we currently do not support this facility.

How do I know shopping on Samsung.com is secure?

Samsung takes your security seriously. We implement many layers of safety to protect your privacy. Our site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All transmissions that include personally identifiable information are protected using the industry standard SSL (Secure Socket Layer) protocol encryption technology to protect against information loss, and assure a secure and trusted experience. In addition, we utilise other physical and contractual practices, and policies to safeguard your information. However, it is important to know that no online data transmission can be guaranteed to be 100% secure.

What payment methods do you accept?

We accept Credit Card and Debit Card payments.

Can I change the payment method of an order?

You cannot change your payment method once your order has been completed.
If you wish to change the payment method, please order again with the method you want after canceling the order.
Please contact our Customer Center (☎800-72627) if you find that your order cannot be cancelled.

Will I receive an invoice for my order?

You will receive an invoice via email once the payment has been completed.
You can also view your invoice under your account.

If I get a voucher from you, can I use it to pay for an online purchase?

Terms and Conditions differ from voucher to voucher. Kindly read the terms and conditions carefully before proceeding. Furthermore, you can call Customer Care or the Samsung Service Centre hotline toll-free at (☎ 800-72627).

When does my credit card get charged?

Your credit card is charged only when the order is confirmed.

Can I pay in installments?

Unfortunately, we currently do not have this facility.

Will I be charged the full amount on my credit card if I wish to pay in installments?

Yes, we do. You can check your eligibility and installments options by following this link: https://shop.samsung.com/ae/installments. Alternatively, you can call us toll-free at (☎ 800-72627), for more information.

If I pay online, how do I verify that my payment has been received?

You will receive a payment confirmation email.

Is there a fee for making an online payment?

No, paying online is completely free of charge. Any additional fees are subject to terms and conditions of your bank.

What do I do if my payment was taken more than once?

If you notice any sign of duplicate payment either at the end of your payment or during the settlement of the payment, kindly contact our Customer Center.
The refund process takes 10 to 15 days depending on your payment method. We apologize for the inconvenience.

How long will it take for me to receive a refund?

The refund can take up to 15 working days from request for order cancellation or change of mind return. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency/customer's bank.

How long will it take for the duplicate payment to be paid back to me?

The refund can take up to 15 working days from request for order cancellation or change of mind return. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency/customer's bank.

My payment has failed, what do I do now?

Please call us toll-free at (☎ 800-72627), and we will take care of the rest.

How will VAT be charged?

All prices displayed are inclusive of VAT. You can see the complete breakdown at the time of Checkout.

Can I trade-in my old device?

Unfortunately, we currently do not have this facility.

What is the delivery time?

Standard delivery for products is 7-10 business days.

What should I do if my shipment arrives damaged?

If your product was damaged in transit, do not accept the shipment. After refusing the delivery, the item(s) will come back to us. When it is received, your refund will be automatically initiated. The refund can take up to 15 days from the receipt of the item(s), however, it is often sooner (within 3-5 days). If you still wish to purchase the same item(s), just go ahead and place a new order with us.

What should I do if my shipment is missing an item(s)?

It is possible your shipment was split based on product availability and that the missing items will be shipped when they become available. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please check your Order History.

Please call us toll-free at (☎ 800-72627), to report an incomplete shipment, and we will check the status of your missing items.

What should I do if my order is delayed?

Delivery may be delayed due to our inventory status, logistics partner circumstances, or other situations.
Please call our Customer Center (☎ 800-72627), to report a delayed order and we will check the status.

How do I track my order?

Once your order ships, you will receive an email that includes tracking information. Alternatively, you can find your order details and track your order on our website, by following the steps below:

If you have a Samsung Account
- Log-In
- Click on "Orders"
All your orders should be displayed on this page, along with their status.
If you don't have a Samsung Account, you can call our Customer Center (☎ 800-72627), and provide your Order Number to the Customer Service Representative.

Can I change my delivery date/address?

You can change the delivery date if your order is at the "Preparing for delivery" stage, which means your item has not been shipped out yet.
Please contact our Customer Center (☎ 800-72627) for help in changing the delivery or installation dates.

Do you ship internationally?

Unfortunately, we currently only deliver to addresses in Kuwait.

How much is the delivery charge?

Orders with a minimum cart limit of KWD 170 will qualify for free shipping. For orders below this value, a shipping cost will be added in the amount of KWD 5.

Can I choose Cash on Delivery as a payment method?

Unfortunately, we currently do not have this facility.

What is your return policy?

Unopened sealed products in their original condition can be returned including change of mind returns. We regret to inform you that returns due to change of mind for opened items will not be accepted. We accept returns of products for purchases up to 15 days of delivery only if the products delivered are not what you ordered (the model or color is different from what is indicated on the order summary). If your product is not returned with all original items (such as manuals, remotes, cables, etc.) received with it, we may reject the return entirely.

- If you wish to return a product that came with a free promotional item, all items must be returned together to get a refund. Samsung will be entitled at its sole and absolute discretion to refuse or accept the return of a product that came with a free promotional item. Samsung will reduce the retail price of the promotional gift from the total order amount.
- If you wish to return a package product that has been purchased at a discounted price during the promotion period of Samsung.com, all the products in the package must be returned together at once to get a refund of the payment.
The following reasons for returning an item due to change of mind are not valid :
- If the product (including components) is damaged after opening due to the consumer's responsibility (damage, flooding, etc.)- For custom-ordered products (e.g., stamping your name on the product surface)
- If personal hygiene items (earphones, Bluetooth headsets, wired headsets, headphones, etc.) are unpacked
- In case the value of the product is damaged because the product packaging has been opened and used or installed (except in the case of opening the packaging to confirm the contents)
- If some of the product components (manual, remote control, cable, etc.) are lost or missing.

How long will it take for me to receive a refund?

The refund can take up to 15 working days from request for order cancellation or change of mind return. However, the refund period may vary depending on the payment method and subject to processing duration of the payment agency/customer's bank.

How can I return my product?

Please contact our Customer Service team at ☎ 800-72627 and Technical Support team on ☎ 800-72627 , or email us at e-store.ae@samsung.com

If I want to return the device in its original packed condition but I lost the receipt, what should I do?

Give us a call toll-free at ☎ 800-72627, or email us at e-store.ae@samsung.com. We will then email you an e-receipt which you can use to return the device.

Who pays for delivery fee when I return my product?

There will be no charge for returning products within the return period. The return policy of any product differs per country. For more information kindly contact our Customer Center (☎ 800-72627).

Can I return the purchased product from online store with confirmed defect?

It is possible to return or replace a defective product purchased from the online store provided that the product is within the replacement period

COUNTRY	MOBILE/TABLETS	TV/HOUSEHOLD APPLIANCES
UAE	7 Days starting from the invoice date	14 Days starting from the invoice date
QATAR	7 Days starting from the invoice date	14 Days starting from the invoice date
OMAN	15 Days starting from the invoice date	15 Days starting from the invoice date
BAHRAIN	15 Days starting from the invoice date	15 Days starting from the invoice date
KUWAIT	15 Days starting from the invoice date	15 Days starting from the invoice date

The reported defect is subject to confirmation of Samsung Authorized Service center and Samsung review.
You may refer to Samsung's warranty policy here (https://www.samsung.com/ae/support/warranty/)
Upon confirmation of the defect, it will take up to 2 weeks* to complete the refund or replacement process.
* Refund duration may vary based on location, bank or credit card provider.

What is the warranty period for Samsung products?

Samsung Products come with a manufacturer’s warranty. Details of the manufacturer’s warranty can be found with the documentation that comes with your product. The warranty period is up to 12 months and varies depending on the product type. For more information on our warranty offer you can visit samsung.com/ae/support/warranty/.

What are the parts not covered by warranty?

The back cover and straps are not covered by warranty.

Do you provide international warranty?

Unfortunately, we currently do not support this facility.

What are the services and repairs provided through the warranty?

Kindly visit our warranty page (samsung.com/ae/support/warranty/) for the services and repairs available and the applicable costs.

How can I contact the Customer Service?

If you need more information, you can visit our Contact Us page (https://www.samsung.com/ae/support/contact) or through any of the below options:
-Phone call:
  UAE: 800-7267864 (SAMSUNG)
  OMAN: 800-72627 (SAM CS)
  BAHRAIN: 8000-4726 (GSAM)
  KUWAIT: 183-2255 (CALL)
  QATAR: 800-2255 (CALL)
- Live Chat: Send us a Chat with the Chat button found at the bottom right of the shop or samsung.com page
-E-mail: e-store.ae@samsung.com
Operating hours: 24/7, Monday to Sunday, including public holidays.

Does Samsung offer collection and disposal of old home appliances?

We're sorry, but we do not provide takeback options for old home appliances. Before installing a new appliance, please uninstall and remove the old product. For more information, you can call our Customer Center (☎ 800-72627).

What are the additional benefits when ordering from Samsung Online?

Samsung.com offers you a variety of services for purchasing a product:
- Free delivery for all order inside UAE
- Free delivery for Oman, Bahrain and Kuwait if the order is above the minimum cart limit
- Expert customer support
- Manufacturer's warranty, for more information visit samsung.com/ae/support/warranty/
- Additional Samsung Care + warranty on select mobiles. For more information visit https://shop.samsung.com/ae/samsung-care-plus

Where can I find information on Samsung promotions and offers?

You can visit our official Samsung Online Store shop.samsung.com/ae/ to check out all our offers and promotions. Some of our offers last for a limited time period, you can check the Terms & Conditions of our campaigns for more details (T&Cs are usually found at the bottom of our campaign pages).

Where can I find more information on the Samsung policies?

Want to know more about our policies and notices on product purchase? Please visit the Samsung.com Terms & Conditions page (https://shop.samsung.com/ae/terms-and-conditions) for more information.

Does Samsung offer a pre-order option?

Yes, we offer pre-order for specific products and a limited time period only. During the pre-order we might offer additional discounts and bundles. For more information kindly contact our Customer Center (☎ 800-72627).

What is Samsung Rewards?

Samsung Rewards is a loyalty program that allows users to earn and redeem points by purchasing Samsung products at Samsung.com and using Samsung Services.

How do I enroll for Samsung Rewards?

To enroll in Samsung Rewards, you must create a Samsung Account and agree to the Samsung Rewards Terms & Conditions.
There are multiple ways to enroll if you already have a Samsung Account:

You can enroll when you activate Samsung Members and tap Benefits > Samsung Rewards or tap My Page > Samsung Rewards by accepting the Terms of Conditions of Samsung Rewards
You can also enroll by visiting Samsung.com. After logging in to your Samsung Account, you can find My Samsung > Rewards > enroll by accepting the Terms of Conditions of Samsung Rewards

Is Samsung Rewards the same as "Samsung Account" on Samsung.com?

No. Samsung Rewards registration and benefits are available through your "Samsung Account".
Therefore, you must have a "Samsung Account" and enroll in Samsung Rewards by consenting to Samsung Rewards Terms & Conditions.

Can more than one person share a Samsung Rewards Account?

There is a limit of one Samsung Rewards Account per person or email address, regardless of whether more than one person uses the same email address.

How do I check my Samsung Rewards status?

You can check your Samsung Rewards status on Samsung.com > My Samsung > Rewards after you log in to your Samsung Account,
or on Samsung Members App > Benefits > Samsung Rewards, or Samsung Members App > My Page > Samsung Rewards

Can I transfer Samsung Rewards Points to a different Samsung Account?

Points are non-transferable for any reason.

Can my Samsung Rewards Points be transferred to my other countries' Samsung Account?

Points are non-transferable for any reason.

Are my Samsung Rewards Points synced between all Samsung devices and services?

Yes, Samsung Rewards is synced with your Samsung Account. As long as the same Samsung Account is used on Samsung.com and your Samsung devices, your Samsung Rewards Points will sync.

When do my Samsung Rewards points expire?

Points earned in a particular month will be valid for 24 calendar months through to the last day of that month.
Points not redeemed during this valid period will expire and be forfeited.
When you redeem your points, we deduct the oldest points from your account first in order to ensure you have the full period to use all your earned points.

Will Samsung retroactively apply Samsung Rewards Points for customers who purchased before Samsung Rewards launched at Samsung.com, and/or before a customer joined Samsung Rewards?

No.

My points have disappeared what could be the reason?

Samsung Rewards Points are managed from your Samsung Account. Please check if you have logged in to your Samsung Account first.
If you have already logged in to your Samsung Account, your points might have expired.
For further assistance about points that have disappeared, you can contact our 24/7 customer support line at 183 2255.

How can I get notified for points that will expire?

You can receive notifications if you set them up using the following path on the device.
Samsung Rewards Home > More > Settings> Notifications > Rewards > Turn "Show notifications" ON and "Other notifications" ON

My points are negative. How did it happen?

If you cancel your earning activity such as cancellation of purchase, points may be negative when your balance is less than the points cancelled.

How do I earn Samsung Rewards?

Samsung Rewards Points can be earned toward the purchase of products on Samsung.com.

When do I earn rewards after purchasing on Samsung.com?

All points will be earned after you log into your Samsung Account and enroll as a Samsung Rewards member.
For further assistance about earning rewards, you can contact our 24/7 customer support at 183 2255 .

The Samsung Rewards Points associated with my last purchase is not reflecting yet on my account, may I know the reason for the delay?

Points are earned up to 20 days after the order is received.
In case your points are not visible, in most cases, this is the result of not yet having met the purchase confirmation period and pending rewards will become active once the period is met.

What is the "Reserved Status" of Samsung Rewards Points?

"Reserved Status" of rewards points are rewards points issued but not yet active (redeemable) which could be referred to as pending rewards points.
In most cases, this is the result of not yet having met the earned timing.
Points are earned following purchase confirmation received from the customer.
Please note, points are earned up to 20 days after the order is received.

How many Samsung Rewards Points can I earn through purchasing at Samsung.com?

For a qualified transaction, you will earn Points with a 1% value of the eligible purchase amount.
1% value can be changed according to internal policy.

Are there any exclusions/exceptions for earning Samsung Rewards Points through purchasing at Samsung.com?

Samsung Rewards Points are only earned on all purchases made through the Samsung.com eStore.
Purchases made outside of the eStore will not earn Samsung Rewards Points, and Samsung Rewards may vary as per product.
In addition, certain products may be ineligible to receive the base reward either.
Certain orders are not eligible for Rewards, including but not limited to those placed by resellers, third parties, or as the result of fraud. Samsung reserves the right to alter and modify benefits and exclusions at any time.

Are my earned Samsung Rewards Points value calculated pre or post-tax when I purchase at Samsung.com?

Your rewards value is based on the subtotal, excluding taxes and shipping.

What kind of orders do not receive Samsung Rewards Points?

Certain payment methods and order types do not earn Samsung Rewards Points.
Payment methods ineligible to earn Samsung Rewards Points include redeemed rewards and Gift Cards.
Concession orders also may not be eligible.

What if I pay for my order with multiple payment methods at Samsung.com?

Samsung Rewards Points are calculated based on the order subtotal (excluding taxes and shipping, promotional payment methods, as well as any excluded items/products).
For example, if you spend 1000 KWD and pay 500 KWD with a credit card, and 500 in Rewards, you will earn up to 1% in Rewards on the 500 KWD paid with the credit card

Is there a limit on how many Samsung Rewards points can be earned and redeemed per day?

There is no limit to the number of points earned and redeemed per day.

I didn't earn Samsung Rewards Points, can I earn Samsung Rewards points later?

If you purchased as a guest, you will not earn Samsung Rewards points. Points will be earned if you log in to your Samsung Account and enroll in Samsung Rewards.

How do I redeem Samsung Rewards Points?

Samsung Rewards Points can be redeemed by purchasing of products through samsung.com eStore.

Why can't I redeem Samsung Rewards Points?

It may be that the total number of Samsung Rewards Points you have is not sufficient.
The minimum number of points you can use are 10 points for purchasing at Samsung.com.
For further assistance about redemption, you can contact our 24/7 customer support line at 183 2255.

Are there any limitations to using Samsung Rewards Points?

You can use a minimum of 10points and a maximum of 99% of your points when you purchase products at Samsung.com

If I return my purchase within the return period, will the Samsung Rewards Points redeemed for the purchase also be returned?

If an eligible product is returned for a refund after the Samsung Reward has been redeemed, the redeemed amount will be reversed after the returned product arrives at our warehouse without any problem.If you cancel your order before we send the product, the redeemed amount will be reversed within a few days of receiving a cancelled order.

I purchased more than one product and would like a partial return of the order.

The refund will be processed against the payment amount in credit card/cash/rewards points as allocated to each item

What should I do if I have more questions about my Samsung Rewards?

If you still have questions after reviewing our FAQs, please call our toll-free 24/7 customer support line at 183 2255 to speak with a representative.

How do I manage the personal information collected by Samsung Rewards?

Samsung Rewards collects minimal user information in order to earn/redeem points when purchasing Samsung's service or products. Please visit our Privacy Page in order to request access to your information. https://www.samsung.com/kw/info/privacy/