Q. Do you offer deliveries across the UK?
A. Due to the impact of COVID-19, we are currently unable to deliver items to Northern Ireland, the Channel Islands or the Scottish Highlands. Deliveries to the rest of the UK are currently still possible. Please check back regularly for updates.
Q. I think my order has been lost in the post - who do I contact?
A. If you’re certain you haven’t just missed your delivery, in which case, you should have received an attempted delivery notification card (see below for details about missed deliveries), then please contact us on 0330 726 7467 and our team will investigate. Please note that due to the reasons above, you may have to wait a while to speak to a customer service agent. You can also track your order directly with the carrier, using the appropriate link above.
Q. My product has arrived damaged. How do I return it?
Refusing a damaged delivery from a courier
If you are accepting a delivery face-to-face (from the courier) and you see your parcel is damaged, you can refuse to accept the delivery. After refusing the delivery, the item(s) will come back to Samsung.
Once 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 receive the item(s) please place a new order.
Discovering a damaged item after accepting delivery
If your item arrives damaged, it’s important 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, which forms part of your delivery note.
If you have misplaced your returns label, and have the ability to print, 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 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, please package your item, 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.
Q. Do you offer a next day delivery service?
A. Yes. Please see details below.
Next day delivery (any time)
All items are eligible for free next day delivery (not at a specified time), 7 days a week, provided your order has been placed by 6pm.
Next day delivery (timed)
You can also opt to pay an additional fee to choose a specific time slot for your delivery (usually £3.99), except on Sundays. This option is only available on smaller items that can be delivered by one person.
Q What communications will I receive about my order?
A. The communications you will receive are:
• Delivery estimate
• Dispatch confirmation
• 1hr delivery time slot confirmation
• Delivery confirmation
• Order acknowledgement
• Order dispatched notification
• Order completed notification (with invoice/VAT receipt attached)
• Product cancellation – if applicable
• Payment refunded (with refund credit note attached) – if applicable
• Delivery delay notification – if applicable
Please note – if you purchase products through a 3rd party (e.g. buying a phone and network tariff through Mobileshop/A1 Comms Ltd.), you will only receive an order dispatched email and an order completed email from Samsung. All other communications and proof of purchase will come from the 3rd party.
Q. I was not available to sign for my goods on each occasion when a delivery was attempted. How can I obtain my items now?
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 an alternative delivery time or arrange to collect yourself - contact information will be provided on the attempted delivery notification so you can do this at your convenience. Once your order is in progress, you cannot change the delivery address.
If you receive an attempted delivery notification card and do not respond, 2 further attempts to deliver your item will be made (an attempted delivery notification will be left upon each occasion). After this, the goods will be returned to our warehouse and the refund process automatically triggered.
Q. Can I request a specific date or time slot for my delivery to arrive?
A. Yes, for a small fee (usually £3.99), you can select a delivery time slot. 3 slots are available Monday to Friday, and two slots on Saturday. Timed deliveries are not available on Sundays.
Delivery times are between 8am and 6pm Monday to Saturday.
Same day deliveries are also available in certain postcodes. Orders must be placed by midday the day before.
Q. Do you offer installation across the UK?
Yes, but only for TVs. You will be contacted prior to the installation, to confirm arrangements and run through safety precautions. Unfortunately, we are currently unable to offer installation services for household appliances.
Q. Do you uninstall and remove TVs and large appliances when you install a new one?
A. No, you must uninstall your existing device yourself. There are installation options you can choose that include the removal of your old products but these do not include uninstalling them.
For wet fit installations, please note our drivers do not carry extended hoses and old appliances need to be uninstalled and fully drained prior to arrival.