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faq

Once you have selected all the items you would like to purchase, click on the Shopping Cart icon located at the top right corner of the page to review your order. You can then choose to continue shopping or go directly to Checkout.

All successful order transactions should receive an order confirmation email. If you have not received your order confirmation email, please check your junk email or spam folder. Alternatively, log in to your Samsung Account to check your order summary. Otherwise, please call 1800-7267864 (1800 SAMSUNG) and select option 8 or email to sgonlinestore@samsung.com for any enquires. Our customer service team is available 24 hours daily.

For any technical difficulties you are experiencing with our website, please call 1800-7267864 (1800 SAMSUNG) and select option 8 or email to sgonlinestore@samsung.com for assistance. Our customer service team is available 24 hours daily.

Unfortunately you are not able to add extra items to an order that has already been made. Please place a second order.

Unfortunately you are unable to amend or cancel your orders once your order has been placed. Please contact our Customer Support Team at 1800-7267864 (1800 SAMSUNG) and select option 8 or email to sgonlinestore@samsung.com for any enquires. Our customer service team is available 24 hours daily.

Unfortunately ordering over the phone is not possible.

The Samsung Online Store currently accepts Samsung Pay, Visa, MasterCard and Amex.

Enjoy interest-free monthly installment options with 6 or 12 months' tenure using UOB credit cards, when the checkout value is above $500.

Payment is processed during the checkout process when you pay for your order. The order number that appears on the confirmation screen indicates that payment has been successfully processed.

It may take approximately 3-5 business days to deliver your order.

For bulky items such as fridges, washing machines, dryers and TV or AV products, please expect a phone call prior to delivery to confirm the date and time of the delivery.

Yes, you can track your order at 'My Account' (located on the 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, and enter your order number found in your order confirmation and the email address used to place the order.

The delivery address must be located within mainland Singapore, with the exclusion of areas that are remote or restricted zones, or places that require security pass/ clearance, such as: Pulau Ubin, Jurong Island, military camps, prisons, Alps Avenue, Changi Cargo Complex, ferry terminals, Airport Link, Tuas View Extension etc. Delivery locations in Sentosa will be subject to an additional charge as informed by Samsung SDS. Without prejudice to the foregoing, the decision on suitability of delivery locations is at Samsung SDS's sole discretion.

Orders are returnable only if they are incorrect or defective. An “incorrect” item means the item delivered is not what you ordered (i.e. the model or colour is different from what is indicated on the order confirmation or there are missing items or parts inside the packaging). 

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 the same day as the day the item is delivered to you. Incorrect orders and items with functional defects may only be returned if you arrange the returns request within 7 days starting from the day the items are delivered to you.

Returned items must meet the following requirements:

  • The returns request must be submitted within 7 days (or within the same day for returns due to external cosmetic damage) from the day the item is delivered to you.
  • You must provide proof of purchase with delivery order receipt and order/invoice number at the point of submitting your returns request with our CS agent and also at the point of collection to our appointed courier company (as arranged by us after you make a returns request).
  • The item must be shipped back to us via our appointed courier company.
  • 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 return or refund due to a change of mind will not be accepted. We reserve the right to reject any return or refund requests that we deem invalid, unreasonable or unjustified at our sole discretion.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and call our customer service team at 1800-7267864 (1800 SAMSUNG) and select option 8 or email to sgonlinestore@samsung.com. Our customer service team is available 24 hours daily.

Our customer service agent will verify the return reason and arrange a free return delivery for you. Our courier company will pick up the package at the time specified by you, subject to slot availability.

We will conduct an evaluation within 7 business days starting from the day we receive your returned item(s). If your return is assessed to be valid, for incorrect items we will deliver the correct item to you and for defective items we will process your refund through the same mode of payment that was made in the original purchase. If your return is assessed to not be valid, we will notify you and arrange the items to be sent back to you. For these items to be returned to you pursuant to our assessment that your return is not valid, a delivery fee will be chargeable. We reserve the right to reject any return or refund requests that we deem invalid, unreasonable or unjustified at our sole discretion.

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

If you are accepting a delivery face to face (by the courier), please inspect the item carefully for damages before acknowledging the acceptance note. If you see that your parcel/item is damaged, you may refuse to accept the delivery. 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 through the same mode of payment that was made in the original purchase. 

If you find that your item is damaged after you have already signed for it, please refer to our return policy in the ’What is the Samsung Online Store return policy?’ section above.

Yes, you can simply checkout as a guest. You will require a valid email address so that details of your purchase can be sent to you.

Samsung Trade Up gives customers the opportunity to receive monetary value for trading in their used smartphones/ tablets, upon purchase of selected new smartphones/ tablets (“Eligible Samsung Device”). 

Please refer to https://www.samsung.com/sg/tradeup/ to see the list of eligible smartphones/ tablets for trade in (“Eligible Trade-in Device”) and their estimated trade-in values, and the list of Eligible Samsung Devices.

Samsung Concierge provides a 12-month care of your new Galaxy device. The Samsung Concierge will be activated 7 days from the date of online order. Please refer to www.samsung.com/sg/samsungconcierge/ for more information.

Please call 1800-7267864 (1800 SAMSUNG) and select option 8 or email to sgonlinestore@samsung.com for any Samsung Online Store enquiries. Our customer service team is available 24 hours daily.