FAQs
SHIPPING
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Q. I think my order has been lost in the post - Who do I contact?A. 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 on each occasion). After this, the goods will be sent back to our warehouse and the refund process automatically triggered.
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Q. My product has arrived damaged. How do I return it?A. If you don't want to accept the delivery from the courier because the item looks damaged
If you are accepting a delivery face-to-face (from the courier) and you see that your parcel/item has been damaged and you are worried about the product inside being damaged as well, you can refuse to accept the delivery. After refusing the delivery, the item(s) will be returned to Samsung. When it is received, a refund will be made automatically. 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 purchase the item(s), please place a new order on Samsung.com.
If you find your item is damaged after you have signed for it
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 returns label. A returns label was provided to you as part of your delivery note. If you don’t have the label sent to you with the delivery, and 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, please contact us on 0330 726 2677 (Samsung Business 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, re-package your item, stick the label on securely and post it back to us. 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. -
Q. My product has arrived damaged but I've decided to keep it. Am I entitled to a discount or financial compensation?A. Unfortunately not, 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 customer service team will refund you for the faulty goods and help you to re-order online.
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Q. I was not available to sign for my goods when a delivery was attempted. How can I get my items now?A. If you have received 3 delivery notifications 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.
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Q. Can I request my first order is delayed so all of my items arrive at the same time?A. Unfortunately, this is not an option our courier partners offer at this time.
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Q. Can I place my order online and then collect my item(s) in-store? Would this be free of charge to me, or would there be a holding fee?A. At this time, we do not offer this service. All purchases come directly from Samsung via our courier partners.
