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faq

Due to current COVID-19 conditions, we will be implementing threshold delivery only.

Online Schedule Home Deliveries:

  • Please note that many delivery agents are not entering homes at this time.
  • Items will be delivered to your door or to your front porch or garage if safe to do so provided that you are at home to accept the delivery.
  • However, if you live in an apartment: Deliveries will be made to the front door of your building, not your unit. You will be required to be present to accept the delivery.
  • If you have any questions or concerns, please call our Customer Care Team at 0860 726 7864

For Service Returns or Replacements:

  • For Service returns or exchanges of large items, you must either have the item available outside your front door at the time of delivery, unless you have made prior arrangements with our Customer Care Team. You can contact our Customer Care Team at 0860 726 7864.

  • Delivery agents that are reporting or exhibiting flu-like symptoms, or have travelled outside of South Africa in the last 14 days, will not be allowed to conduct deliveries.
  • Please wear a face mask and use your own pen to sign any delivery paperwork. If the delivery agent is using a handheld device, please avoid touching it; the agent should manually type your name and device may be signed by the back of your own pen. Pictures of the delivery may also be taken by the delivery agent.
  • Customers and Delivery agents should practice the recommended social distancing and abide by all public health directions at all times.
  • We will continue to add delivery updates to this page as and when the situation changes. If you have additional questions about deliveries, please call our Customer Care Team at 0860 726 7864.

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

We accept Visa® and MasterCard®. The relevant servers encrypt all information submitted to them, so you can be confident that your credit card information will be kept safe and secure.

For any technical difficulties you are experiencing with our website, please chat with us at https://www.samsung.com/za/support/ Monday to Friday 8AM- 8PM, Saturday 8AM -1PM, 7 days a week, or you can call us at 0860 726 7864, or email us at zaestore@samsung.com .

Delivery takes 1 to 7 business days depending on the delivery location you selected.

We will promptly replace any product that is damaged in transit. Please contact our Customer Care Team to notify us that the product was damaged when it was delivered to you within 48 hours of the time the product was delivered to you. Please refer to our Terms and Conditions of Sale

You may cancel your order prior to the point at which you receive a notification that it is being dispatched for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

Parcel delivery orders cannot be cancelled, however a free return label can be provided to you upon request.

You can return your product within 14 days of delivery, by contacting our Customer Care Team . All products returned to Samsung Electronics South Africa Proprietary Limited ("Samsung Electronics") must be in the original packaging with all original items (such as manuals, remotes, chargers, cables, etc.). If your product is not returned with all original items or if the items are damaged, Samsung Electronics may in its sole discretion either reject the return entirely or accept your return but reduce the amount of your refund by the value of the missing or damaged items. Delivery fees from your original order will not be refunded, unless the merchandise is determined by Samsung Electronics, in its sole discretion, to be defective.

If your order is successful, an email will be sent to the email address you provided to us confirming that your order was successful. The email will only be sent to you once we have processed your order and which may take up to 24 hours. If you have not received your order confirmation email within 24 hours of placing your order, please check your junk email or spam folder for the email.

Alternatively, please log in to your Samsung Account to check your order summary. If you do not have a Samsung Account, please contact our Customer Care Team at 0860 726 7864.

Ordering online from Samsung Electronics is easy, but if you are having some trouble the following steps may help.

Once you have browsed or searched our e-Store and have found a product that you would like to purchase:

  • Click on 'Add to Basket'

Note: A red dot with the number of products added to your e-cart is displayed in the top right corner of the screen. You can click the basket icon at any time to check out when you have products in your e-cart.

  • To continue shopping, please close the ‘Go to Checkout Now’ window and continue to add desired products to your e-cart.
  • When you are ready to purchase a product, click on 'Go to Checkout Now' or click on the basket icon and then click on 'Go to Checkout'.
  • If you have a Samsung Account you can sign in with your account details, or you can check-out as a Guest.

The following steps will take you through the Guest Checkout Process.

  • Click on 'Checkout as Guest'
  • Check and edit the contents of your e-cart
  • If you have a Promotion Code, enter the code and click on 'Apply'. Promotions Codes are case sensitive so please use the exact code given to you
  • Select the delivery option
  • Select your payment method e.g. credit card, debit card
  • Review the terms and conditions for your purchase, tick the check box if you agree to the terms and conditions. If you do not agree with the terms and conditions, we will not be able to process your order
  • Enter your email address
  • Enter your contact details and the delivery address details
  • Enter your billing details (e.g. what we must include on your invoice)
  • Click on 'Place Order'
  • Enter credit card details and click on 'Apply'
  • Make sure your order is correct and click on 'Payment' to finalise your order with us

Your order is complete when the order confirmation page is displayed on your screen confirming all your purchase details and order number.

If you are having trouble with a promotion code, please contact our Customer Care Team at 0860 726 7864 for assistance.

If you are a Samsung Account holder: Just sign into your Samsung Account here and select “My Orders”.

If you do not have a Samsung Account (i.e.) you have a Guest Account: You can track your order here using the order number and the email address you used when ordering the product.

Yes, you can track the status of your delivery.

Go to 'My Account' (Located on top right corner of your screen) and select 'Order'.

If you have a Samsung Account, sign in with your account details. If you do not have a Samsung Account:

  • Select "Guest Sign In"
  • Enter your order number (you'll find this in your order confirmation email)
  • Enter the email address you used to place the order

The status of your order will be displayed. To track the status of your delivery, click on 'Track your shipment'

Yes, Samsung Electronics will send you an email containing the tracking information of your order once your order has left the warehouse.

The Phones work with compatible SIM cards from any South African carrier. The Phones may be compatible with other mobile networks around the world. Please contact your local service provider for more details.

A Samsung Account is an optional membership that gives you as the holder of that account access to multiple Samsung entertainment services on your mobile phone, tablet, TV and computer. These include Apps, Chat, Games, Books, Music, Movies, TV and more.*

View the list of services and sign-up for your Samsung Account here.

*Internet connection required. Data, subscription or other charges may apply. Content may change without notice. Usage may be subject to third party agreements.

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

  • login to your account;
  • select 'MY SAMSUNG';
  • select 'Shopping Support'; and
  • 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. Please call our Customer Care Team 0860 726 7864

Should you wish to delete your Samsung Account details/information please refer to the Samsung Account Terms and Conditions and/or the e-store Privacy Policy.

Samsung is committed to quality products. For information on warranty period and warranty services, visit our Warranty section here.

Please call 0860 726 7864 or email to zaestore@samsung.com for any Samsung Online Store enquiries. Our customer service team is operating Monday to Friday 8AM- 8PM, Saturday 8AM -1PM, 6 days a week.