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faq

Samsung Mobile Care

We would deem it to be theft if your phone is stolen when kept in a locked place, or if it’s taken from you by violence or by using the threat of violence. Samsung Mobile Care doesn’t cover loss or pickpocketing.

Accidental damage is any physical damage that happens suddenly and stops your phone from working properly. If your accidental damage claim is accepted, we will choose to do one of the following: authorise a repair, arrange a replacement (at our option) or pay the cost of a replacement.

If your phone is accidentally damaged or stolen while you’re away, you’ll be covered. Just give us a call when you’re back in the UK to make a claim. For theft claims, you’ll need to provide a local police report when completing a claim form.

About your Samsung account

If you create an account you will be able to:

  • Receive notifications about offers and promotions for products you are interested in
  • Track order in MyAccount
  • Add product to Wishlist

Please reset you password using the "Forgotten your 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.

You can make a purchase as a Guest without creating a Samsung.com account. If you do this, it's important that you have a valid email address as you will be asked to enter it during the purchase process. We use this to send you details about your purchase: such as your order confirmation (which contains your order number and if applicable, tracking number) and updates on the progress of your order, such as a dispatch notification.

Find and reset password

You can reset your password via the Lost Password form located on the Sign In page.

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.

Logging in/out

Signing In

You can sign in by clicking on the 'SIGN IN' link at the top of this page

Signing Out

You can sign out by clicking on 'SIGN OUT' shown at the top of the page

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

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

Manage account

You can manage your account and other personal information included registered addresses

  • Login to your account
  • Select 'MY SAMSUNG'
  • Select 'Shopping Support'
  • 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 if you are not able to do so online yourself.

You can open an account by clicking on the 'SIGN IN' link at the top of this page and then 'Sign Up Now' from the pop up box.

You can make a purchase as a Guest without creating a Samsung.com account. If you do this, it's important that you have a valid email address as you will be asked to enter it during the purchase process. We use this to send you details about your purchase: such as your order confirmation (which contains your order number and if applicable, tracking number) and updates on the progress of your order, such as a dispatch notification.

Close Samsung account

If you wish to close your Samsung.com account simply follow the below instructions.

  • Login to your account
  • Select 'MY SAMSUNG'
  • Select 'Shopping Support'
  • Select 'Preference'

Scroll to the bottom of the page and click on 'Samsung Account', this will re-direct you to your Samsung account, click on 'Profile' and then you will see the option to Delete account.

Click and then enter your password and click confirm, please then tick the box to agree and finally click 'Confirm'.

You will receive an account closure confirmation email

Gift wrapping
Out of stock products

Unfortunately our system does not allow for the placing of orders for items that are out of stock. We would encourage you to visit Samsung .com regularly as we always aim to replenish depleted stock as soon as we can.

Ordering

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

Unfortunately ordering over the phone is not possible at this time.

Track orders

Yes you can.

If you have an account:

  • Login
  • Select 'MY SAMSUNG'
  • Select 'Shopping Support'
  • Select 'Order'

The status of your order is displayed on this page.

If you do not have an account

  • Select 'MY SAMSUNG'.
  • Select 'Shopping Support'
  • Select 'Order'.

Enter your order number - you will find this in the Confirmation email sent to you after your order was placed.

Enter the email address which was entered when you placed the order.

The status of your order is displayed on this page.

Delivery tracking is only available if the delivery method is either Parcel or Express.

Alternatively your order acknowledgement and order confirmation email will contain a tracking button.

Payment

If you believe a payment has been taken more than once please contact our Customer Services team on 0330 726 7467 (0330 SAMSHOP) and they will be happy to investigate.

It can take up to 15 days for refund to be issued, but it is quite often sooner (within 3-5 working days) Dependant on your card issuerer.

Payments are taken when your order has been despatched (when your invoice is generated) in Samsung.com and it is confirmed your order has been placed . When this is shown as being debited from your card or account, is dependent on your bank.

PayPal Credit

PayPal Credit gives you the flexibility to spread your payments in easy-to-manage monthly instalments, giving you more time to pay.

For more information, call PayPal Customer Service on 0800 368 7155.

Our opening hours UK:

8:00 a.m. to 8:30 p.m. Monday to Friday
8:00 a.m. to 6:30 p.m. Saturday and Sunday

Our opening hours Outside of the UK:

If you're calling from outside the UK, call 0044 800 368 7155

8:00 a.m. to 8:30 p.m. Monday to Friday
8:00 a.m. to 6:30 p.m. Saturday and Sunday

Fax: 020 8080 6518

If you're late with a payment, PayPal will charge you a late payment fee of £12. You'll be charged a return payment fee of £12 if you have insufficient funds to cover the payment. PayPal also charge a fee of £5 if you request a printed copy of a previous statement. For more information on how these fees apply, please refer to the Credit Agreement.

Representative Example:

£1200 assumed credit limit
Rate of interest 17.9% p.a. (variable)
Representative 17.9% APR (variable)

Credit subject to status

The application should take no more than 10 minutes to complete. PayPal will run a credit check and give you a decision in seconds. Once you've read and agreed to your Credit Agreement, you can complete your purchase right away.

Delivery issues

If you're not at home when DPD or our courier partners attempt delivery, your parcel will be returned to their depot or sorting office. A card will be left to inform you of the time and date of the attempted delivery .

You will have the option to arrange for an alternative delivery time or arrange collection yourself - contact information will be provided on the attempted delivery notification so you can do this at your convenience.

You are not able to change the delivery address once the order is in progress.

Should you receive such a card and do not respond, delivery will be attempted 2 more times (an attempted delivery notification will be left upon each occasion). After this, the goods will be sent back to our warehouse and the refund process automatically triggered.

I don't want to accept my delivery from the courier - It looks damaged

If you are accepting a delivery face to face (By the 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. When it is received a refund will automatically be made to you. The refund can take up to 15 days from receipt of the item(s) but it is quite often sooner (Within 3-5 days). If you still want to receive the item(s) please place a new order with us via Samsung .com

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. You have a 28 day window to return items to Samsung for any reason. To return your item(s) you will need a Return Label - A returns label was provided to you as part of your delivery note.

If you have the ability to print a label you can go to Samsung.com where you have the option to print one. If you are unable to print a label you can contact us on 0330 726 7467 (0330 SAM SHOP) and talk to one of our customer support team who will be happy to arrange for a label to be posted to you.

Once you have your label, package your item and stick the label on securely and post it back. If you have to take it to the post office (due to size) you will not be asked to pay anything. The returns label covers the cost.

No. If a product is faulty or damaged upon arrival we encourage you to report it to us soon as possible. To resolve this our team will refund you and ask you to replace your order online.

Sending

Yes. When you place an order you are able to select a delivery method. If you select 'Express Delivery' you will receive your order the next business day, providing the order is placed and you have received your order acknowledged before 7pm. Business days are Monday to Friday.

The communications you will receive are:

  • Order Information
  • Order Acknowledgement
  • Order Shipped Confirmation

For example:

  • If you place and order and it is acknowledged by 7pm on Monday with 'Express Delivery' it will be delivered on Tuesday.
  • If you place and order and it is acknowledged by 7pm with 'Express Delivery' on Friday it will be delivered the following Monday.

If you have received 3 delivery notfications but have not responded, your delivery will be returned to our warehouse. When this happens you will automatically receive a full refund within 3 working days of receipt of the items into the warehouse. If you still wish to receive the product, you must place another order.

Unfortunately this is not an option our courier partners offer at this time.

Delivery times

Unfortunately at this time this is not a possibility.

Delivery times for Express and nominated day deliveries are between 8am and 6pm Monday to Friday.

Delivery times for Express (pre 12) and nominated day deliveries are pre 12pm Monday to Friday.

Return

You may cancel the Contract and return your products for any reason within 28 days of the day you receive the Product(s).

If your product is faulty and you notify us within 28 days of its delivery you will have the option to either select a repair service or refund.

If a fault is found after 30 days of your products delivery you should contact us by telephoning 0330 726 7864 and we will, at our discretion, either repair, replace or provide a refund for the product.

Nothing in our Returns Policy affects your statutory rights.

Yes. If you have informed us within 28 days but exceptional circumstances have prevented you from returning it within 28 days you will be able to return it.

There will be no charge for the postage of returning products due to a fault with the product within 28 days of delivery. For large items, collection is a service our customer service team will arrange for you. There is no cost to our customers for this service.

Change

Unfortunately, you are not able to change your order once it has been placed. Should you decide you want you want to change your order you should cancel or return the order and place a new order.

Cancel

You can cancel your order before your order status shows your order has been dispatched.

If you have an account with Samsung.com:

  • Log into your account
  • Select 'MY SAMSUNG'
  • Select 'Shopping Support'
  • Select 'Order' which will display a list of all your orders
  • Click on the 'Cancel' button which is displayed against the relevant order

If you do not have an account with Samsung.com:

  • Select 'MY SAMSUNG'
  • Select 'Shopping Support'
  • Select 'Order'
  • Enter your order number and email address
  • Click on the 'Cancel' button which is displayed against your order

Alternatively email our customer service team who will happy to make the arrangements for you.

Product support
  • Free next working day delivery - on orders placed by 18:30pm to any UK delivery address
  • Free 28 day no quibble returns - if you change your mind
  • Expert support - Lifetime support on hand 9am-6pm, Monday-Saturday to support any customers contacting about their Samsung Device
  • Warranty – 2 year covering manufacturer defects
  • Visa / Mastercard / American Express / Maestro / PayPal payment accepted
  • Free 28 day no quibble returns - if you change your mind
  • Repairs
  • Expert support - Lifetime support on hand 9am-6pm, Monday-Saturday to support any customers contacting about their Samsung Device
  • Product availability
  • Warranty – 2 year covering manufacturer defects
  • Not all products are available to purchase through Samsung.com at this time. We currently stock products from our Galaxy Smartphone, Tab and Camera, Digital Imaging and IT ranges such as the Notebook PC.

    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 'BUYING OPTIONS' option on a products page. This allows you to buy product from online partners and to locate authorised retailers of Samsung products nearby to you.

    Compatibility

    When you view a product in Samsung.com, items compatibile 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:

    You have an account with Samsung.com

    If you have created an acccount with Samsung.com

    • login to your account
    • Select 'MY SAMSUNG'
    • Select 'Shopping Support'
    • Select '1:1 Q&A'

    Click on the 'Ask a Question' button on the right side of the screen and type in your question. Your question will be put to one of our customer support team who will endeavour to answer your query within 24 hours. You will receive an email notification when your question is answered.

    You do not have an account or prefer to call

    If you do not have an account, or you prefer to call, you can contact us on 0330 726 7467 (0330 SAM SHOP) and talk to one of our customer support team who will be happy to help.

    You will be able to see other compatible items as Related items will appear on the product's page you are viewing.

    When you view a product in Samsung.com, compatible items will display on that product's page as 'Accessories / Compatible Products'. However, if you do have a question about compatibility there are a couple of ways to contact us:

    You have an account with Samsung.com

    If you have created an acccount with Samsung.com

    • login to your account
    • Select 'MY SAMSUNG'
    • Select 'Shopping Support'
    • Select '1:1 Q&A'

    Click on the 'Ask a Question' button on the right side of the screen and type in your question. Your question will be put to one of our customer support team who will endevour to answer your query within 24 hours. You will receive an email notification when your question is answered.

    You do not have an account or prefer to call

    If you do not have an account, or you prefer to call, you can contact us on 0330 726 7467 (0330 SAM SHOP) and talk to one of our customer support team who will be happy to help.

    Warranty

    The manufacturer’s warranty provided with Samsung products varies depending on the product. Information regarding the Samsung warranty can be found in the box for the Samsung product.

    If you have a fault with a product you have purchased from us please contact us. Contact details and further details about the warranty can be found on our website: http://www.samsung.com/uk/support/warranty/

    You must retain your proof of purchase/delivery invoice for future reference and in order to make a claim under the manufacturer’s warranty.

    The manufacturer’s warranty does not affect your rights under your purchase contract with us or your statutory rights.

    What is the Samsung upgrade programme?

    Join the Samsung Upgrade Programme and get the latest Galaxy Smartphone every 12 months*. You will need to enter into a credit agreement with our chosen credit provider for 24 months with fixed monthly payments. Interest and charges will apply. Subject to credit checks. Terms and conditions apply.**

    After the first year you’ll be eligible to apply to get the latest Galaxy Smartphone on the programme.*

    If you send back the existing Smartphone to us in good working condition*** we will settle the finance due under your credit agreement (provided you are up to date with all payments under that agreement, including interest and charges that have become due). You will then need to enter into a new credit agreement for the upgraded handset. Subject to credit checks. Terms and conditions apply.**

    *Please note that the ability to upgrade your handset as part of the Upgrade Programme is offered by us on a discretionary basis, and the offer to upgrade shall be provided only after the release of each new flagship handset. We do not guarantee that the Upgrade Programme will continue to be offered at the time of the release of our next flagship handset, or otherwise in the future. We will notify you if the Upgrade Programme is available to you in any given year.

    **There is no guarantee that you will be accepted for a new 24 month credit agreement. This will depend on your circumstances at the time that you apply for the new agreement. If you are not accepted for a new 24 month credit agreement (for example because you do not pass the necessary credit checks), then you will remain liable for making the repayments under your original credit agreement.

    ***The condition of your returned phone will be reviewed upon receipt (you may be liable for a charge for excessive damage and if the handset is beyond economic repair you will not be eligible for the upgrade). Terms and conditions apply.

    There is no obligation to upgrade after 12 months, you can settle the credit agreement at any time. Your monthly payment for future Samsung Galaxy handsets may vary. Samsung Electronics (UK) Limited, registered at Samsung House, 1000 Hillswood Drive, Chertsey, Surrey KT16 0PS, United Kingdom, acts as a credit intermediary and offers credit products provided by Close Brothers Retail Finance. Close Brothers Retail Finance is a trading name of Close Brothers Limited. Close Brothers Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. For more information please visit www.closeretailfinance.co.uk. Finance is only available to permanent UK residents aged between 18-75, subject to status, terms and conditions apply.

    Please click here for full terms and conditions for the Upgrade Programme.

    Insurance products were not bundled with the S7 upgrade programme. Please refer to your own insurance provider or contact Samsung on 0330 726 7864 (general enquiries) or 0330 726 7467 (new order enquiries)

    Participate

    All information regarding the Samsung Upgrade Programme can be found here: http://shop.samsung.com/uk/samsung-upgrade

    Join the Samsung Upgrade Programme and get the latest Galaxy Smartphone every 12 months*. You will need to enter into a credit agreement with our chosen credit provider for 24 months with fixed monthly payments. Interest and charges will apply. Subject to credit checks. Terms and conditions apply.**

    After the first year you’ll be eligible to apply to get the latest Galaxy Smartphone on the programme.*

    If you send back the existing Smartphone to us in good working condition*** we will settle the finance due under your credit agreement (provided you are up to date with all payments under that agreement, including interest and charges that have become due). You will then need to enter into a new credit agreement for the upgraded handset. Subject to credit checks. Terms and conditions apply.**

    *Please note that the ability to upgrade your handset as part of the Upgrade Programme is offered by us on a discretionary basis, and the offer to upgrade shall be provided only after the release of each new flagship handset. We do not guarantee that the Upgrade Programme will continue to be offered at the time of the release of our next flagship handset, or otherwise in the future. We will notify you if the Upgrade Programme is available to you in any given year.

    **There is no guarantee that you will be accepted for a new 24 month credit agreement. This will depend on your circumstances at the time that you apply for the new agreement. If you are not accepted for a new 24 month credit agreement (for example because you do not pass the necessary credit checks), then you will remain liable for making the repayments under your original credit agreement.

    ***The condition of your returned phone will be reviewed upon receipt (you may be liable for a charge for excessive damage and if the handset is beyond economic repair you will not be eligible for the upgrade). Terms and conditions apply.

    There is no obligation to upgrade after 12 months, you can settle the credit agreement at any time. Your monthly payment for future Samsung Galaxy handsets may vary. Samsung Electronics (UK) Limited, registered at Samsung House, 1000 Hillswood Drive, Chertsey, Surrey KT16 0PS, United Kingdom, acts as a credit intermediary and offers credit products provided by Close Brothers Retail Finance. Close Brothers Retail Finance is a trading name of Close Brothers Limited. Close Brothers Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. For more information please visit www.closeretailfinance.co.uk. Finance is only available to permanent UK residents aged between 18-75, subject to status, terms and conditions apply.

    Please click here for full terms and conditions for the Upgrade Programme

    After the 1st year or when the next Samsung Galaxy 'S' handset is launched you will be invited to upgrade. Subject to Terms & Conditions.

    Legal

    Samsung Electronics (UK) Ltd is authorised and regulated by the FCA (permission no. 727333) and acts as a credit broker and intermediary using the consumer credit service provided by Pay4Later Limited (FCA permission number 616240) (who are a credit broker authorised by the FCA and who provide the credit application system) . Finance is provided by Close Brothers Limited authorised by the PRA and the FCA and regulated by the FCA (permission no. 8075).

    Credit application

    Sometimes, for security reasons, extra checks are undertaken. Usually you will hear within a few hours. If you don’t hear within 24 hours, please contact Close Brothers Retail Finance - CBRFcredit@closebrothers.com

    If you have any queries about your credit application, please contact Close Brothers Retail Finance - CBRFcredit@closebrothers.com

    Manage order

    Order or Pre-order personal details cannot be edited or amended when purchased using the Samsung upgrade programme.

    You can cancel your order by calling Samsung Customer Services on 0330 726 7467.

    Please return your device to Samsung UK Shop using the returns label sent with your original order. Once we receive your returned handset, we will arrange for your loan agreement to be cancelled and your deposit refunded. You must return the handset undamaged and with the original box and all accessories contained therein.

    Credit agreement

    For any questions, queries or help with your loan agreement, please contact: Close Brothers Retail Finance, Dee House, St David’s Park, Ewloe, Flintshire CH5 3XF; E-mail: CBRFservice@closebrothers.com; Telephone 0844 880 6542;

    If you want to increase your monthly payments please contact: Close Brothers Retail Finance, Dee House, St David’s Park, Ewloe, Flintshire CH5 3XF; E-mail: CBRFservice@closebrothers.com; Telephone 0844 880 6542;

    Yes, you can pay off your balance on the agreement at any time, please contact Close Brothers Limited, 10 Crown Place, London, EC2A 4FT Telephone: 0844 880 6542 E-mail: CBRFservice@closebrothers.com

    Change direct debit

    If you have any problems with meeting your monthly payments, we want to help you. Please contact: Close Brothers Retail Finance, Dee House, St David’s Park, Ewloe, Flintshire CH5 3XF; E-mail: CBRFservice@closebrothers.com; Telephone 0844 880 6542;

    You will need to contact your bank to cancel your Direct Debit. When you cancel your Direct Debit, you will receive correspondence from Close Brothers Retail Finance advising you that they have received confirmation from your bank of the cancellation. If you are entering into a new Agreement with Close Brothers Retail Finance for your new device, you will not need to take any further action on receipt of this correspondence.

    Please cancel your Direct Debit after you receive the letter from Close Brothers Retail Finance confirming your agreement has been settled. Do not cancel it earlier as this could delay payment and have an impact on your credit score.

    Insurance

    Insurance products were not bundled with the S7 upgrade programme. Please refer to your own insurance provider or contact Samsung on 0330 726 7864 (general enquiries) or 0330 726 7467 (new order enquiries)

    Insurance products were not bundled with the S7 upgrade programme. Please refer to your own insurance provider or contact Samsung on 0330 726 7864 (general enquiries) or 0330 726 7467 (new order enquiries)

    Payments

    Yes. Your first payment date cannot be changed so please only request a payment date change after you’ve made your first payment. For this and other loan agreement queries, please contact Close Brothers Retail Finance, Dee House, St David’s Park, Ewloe, Flintshire CH5 3XF; E-mail: CBRFservice@closebrothers.com; Telephone 0844 880 6542;

    Approximately 30 days from when you receive your new device. You will receive correspondence from Close Brothers Retail Finance confirming the payment schedule following your receipt of the new device.