Coronavirus (COVID-19) Information for our Samsung UK Community

The Global Coronavirus (COVID-19) pandemic is an unprecedented situation, which continues to affect every one of us. First and foremost, our thoughts are with all those who have suffered as a result of the virus.

We have taken considerable steps to ensure the ongoing safety and wellbeing of our customers, employees and business partners across the UK and Ireland during these uncertain times. We remain committed to doing whatever is necessary to minimise disruption.

We also continue to lend our support to our valuable NHS and the remarkable people on the frontline of this crisis who are working tirelessly to protect our nation at its time of greatest need.

To help frontline NHS staff stay connected and provide compassionate care and support to those who need it most, we have undertaken several measures including donating thousands of smartphones to hospitals as well as UV phone sanitising machines, and a free device repair and support service.

Supporting our Customers

As we react and adapt to the pandemic, we’re working hard to minimise disruption to our Samsung Support services, deploying our teams to where they are most needed. We are sorry for any delays you may experience.

We are also working closely with our business partner network to ensure customers have access to the product information and services they need.

If you require any product support, please visit the “customer support” tab below in the FAQ section, or visit https://www.samsung.com/uk/support. where you can obtain all latest information about our online support channels and repair tracking. You can also gain peer-to-peer and expert support through the Samsung Community.

We’ll Get Through This Together

Our COVID-19 Task Force in the UK is carefully monitoring the situation daily to ensure that all aspects of our business are closely following the latest government guidelines on working practices and social distancing to protect our staff, customers and business partners.

We look forward to welcoming people back to our offices and retail spaces when official guidance is updated that it is safe to do so, and our colleagues feel both well and comfortable enough to return.

In the meantime, our website continues to operate as normal at Samsung.com/uk.

Here for each other

We will update this page to give you the latest information, as our response to the pandemic in the UK develops. Thank you for your continued loyalty and understanding. Please take care of yourselves, your loved ones and your communities.

The Samsung UK Team

FAQs

CUSTOMER SUPPORT

Mobile, Tablets and Wearables (Galaxy Watches, Galaxy Buds) Click to Collapse
Pick up Service and Doorstep Repair – In order to keep you connected we continue to offer repairs for Mobiles, Tablets and Wearables during this time. To safeguard both our customers and engineers, our partners have introduced contact free interactions for both collection and delivery of products.
For more information from our Doorstep Repair partner WeFix please follow this link https://samsungrepair.com/coronavirus-information .
For our Pick-Up service with immediate effect, DPD will no longer ask customers to sign their handheld units and instead drivers will sign it on your behalf. They will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit. DPD will also take a picture of the product being delivered or collected. For more information you can see all updates from DPD: https://www.dpd.co.uk/content/products_services/covid-19-updates.jsp/.

If you are experiencing issues with your product we recommended using our online trouble-shooter here - https://www.samsung.com/uk/support/repair/mobile-device/
If the diagnosis recommends your product may need a repair, you can now book directly with our Doorstep Repair Partner or book a collection for our Pick up service.

If you would prefer to chat with us our Experts are available via live chat (https://www.samsung.com/uk/support/livechat) .
Refrigeration Click to Expand
In-Home Repair – In order to safeguard both our customers and engineers, we will only be repairing products with faults deemed essential, such as those listed here. Please note our service partners are following appropriate safety measures, including the use of Personal Protection Equipment (PPE). Prior to a repair booking being confirmed, our service partners will make advance contact with you, please inform them if you are suffering from symptoms associated with COVID-19, have COVID-19, or if you are a shielded customer who must self-isolate, so that the correct process can be advised. It may be decided by either you or our service partner that it is safer for us to complete the repair at a later date. Apologies for an inconvenience this may cause.

If your product has No Power or it is Not Cooling , we will do our best to support a solution as soon as possible.
Please ensure you use our online trouble-shooter here - https://www.samsung.com/uk/support/repair/home-appliance/.
If the diagnosis recommends your product may need a repair, please contact your local Authorised Service Partner by using our Service Locator here -
https://www.samsung.com/uk/support/service-centre/. You can contact our Authorised Service Partners via email only at present. For any less urgent issues, check back here regularly for updates
Cooking – Ovens and Microwave Ovens Click to Expand
In-Home Repair – In order to safeguard both our customers and engineers, we will only be repairing products with faults deemed essential, such as those listed here. Please note our service partners are following appropriate safety measures, including the use of Personal Protection Equipment (PPE). Prior to a repair booking being confirmed, our service partners will make advance contact with you, please inform them if you are suffering from symptoms associated with COVID-19, have COVID-19, or if you are a shielded customer who must self-isolate, so that the correct process can be advised. It may be decided by either you or our service partner that it is safer for us to complete the repair at a later date. Apologies for an inconvenience this may cause.

If your product has No Power or it is Not Heating Food, we will do our best to support a solution as soon as possible.
Please ensure you use our online trouble-shooter here - https://www.samsung.com/uk/support/repair/home-appliance/.
If the diagnosis recommends your product may need a repair, please contact your local Authorised Service Partner by using our Service Locator here -
https://www.samsung.com/uk/support/service-centre/. You can contact our Authorised Service Partners via email only at present. For any less urgent issues, check back here regularly for updates
Laundry – Washing Machines and Washer Dryers Click to Expand
In-Home Repair – In order to safeguard both our customers and engineers, we will only be repairing products with faults deemed essential, such as those listed here. Please note our service partners are following appropriate safety measures, including the use of Personal Protection Equipment (PPE). Prior to a repair booking being confirmed, our service partners will make advance contact with you, please inform them if you are suffering from symptoms associated with COVID-19, have COVID-19, or if you are a shielded customer who must self-isolate, so that the correct process can be advised. It may be decided by either you or our service partner that it is safer for us to complete the repair at a later date. Apologies for an inconvenience this may cause.

If your product has No Power or if it has an Error Code that is preventing a Wash or Drying Cycle, please ensure you use our online trouble-shooter here -
https://www.samsung.com/uk/support/repair/home-appliance/.
If the diagnosis recommends your product may need a repair, please contact your local Authorised Service Partner by using our Service Locator here -
https://www.samsung.com/uk/support/service-centre/. You can contact our Authorised Service Partners via email only at present. For any less urgent issues, check back here regularly for updates
TV and Audio Visual products including sound bars Click to Expand
In-Home Repair – In order to safeguard both our customers and engineers, we will only be repairing products with faults deemed essential, such as those listed here. Please note our service partners are following appropriate safety measures, including the use of Personal Protection Equipment (PPE). Prior to a repair booking being confirmed, our service partners will make advance contact with you, please inform them if you are suffering from symptoms associated with COVID-19, have COVID-19, or if you are a shielded customer who must self-isolate, so that the correct process can be advised. It may be decided by either you or our service partner that it is safer for us to complete the repair at a later date. Apologies for an inconvenience this may cause.

If you have another device which can be used, we would encourage you to do so. If your product has No Power, No Display or No Reception, we will do our best to support a solution as soon as possible. Please contact your local Authorised Service Partner by using our Service Locator here https://www.samsung.com/uk/support/service-centre/.
You can contact our Authorised Service Partners via email only at present. For any less urgent issues, check back here regularly for updates.
Floor Care Click to Expand
For any issue less urgent, check back here regularly for future updates.
Warranty - 5 year warranty registration Click to Expand
If you looking to register a 5 year warranty then please follow this link : https://my-samsung.com/uk/mysamsung/offers/#/FRHZMEYBVUHMZ/not-logged-in#participate-login.
To find out more information about our 5 year warranty then please click here: https://www.samsung.com/uk/fiveyearwarranty/.
Spare parts Click to Expand
If you are looking to purchases spare parts and consumables such as water filters and TV remotes we recommend follow this link:
https://www.samsung.com/uk/support/tv-audio-video/where-can-i-buy-replacement-parts-for-samsung-products/.
Track my repair Click to Expand
If you are looking to Track an existing repair then please follow this link:
https://www.samsung.com/uk/support/your-service/track-repair.
You will need to enter your email address or phone number along with you Order reference. You can find this in the text message you were sent when you raised your repair with us.

DELIVERIES AND INSTALLATIONS

Q. Do you offer deliveries across the UK? Click to Collapse
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? Click to Expand
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? Click to Expand
A.

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. My product has arrived damaged. Can I keep it and receive a discount or compensation? Click to Expand
A. No. If a product is faulty or damaged upon arrival, we encourage you to report it to us soon as possible. We can refund you for your order and then you can place a new order online.
Q. Do you offer a next day delivery service? Click to Expand
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? Click to Expand
A. The communications you will receive are:

Text messages:

• Delivery estimate
• Dispatch confirmation
• 1hr delivery time slot confirmation
• Delivery confirmation

Order emails:

• Order acknowledgement
• Order dispatched notification
• Order completed notification (with invoice/VAT receipt attached)

Other emails:

• 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? Click to Expand
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 my first order is delayed so all of my items arrive at the same time? Click to Expand
A. No. Unfortunately, this is not an option our courier partners offer at this time.
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? Click to Expand
A. At this time, we do not offer this service. All purchases come directly from Samsung via our courier partners.
Q. Can I request a specific date or time slot for my delivery to arrive? Click to Expand
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 same day deliveries? Click to Expand
A. Unfortunately, due to the impact of COVID-19, we are currently unable to offer same day deliveries.
Q. Do you offer installation across the UK? Click to Expand
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? Click to Expand
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.

RETURNS AND CANCELLATIONS

COVID-19 Temporary returns procedure Click to Collapse
We have had to set-up a temporary returns procedure, while COVID-19 restrictions are in place. The new process is as follows:

1. Email our online shop support team with your UK reference number and reason for return
2. We will arrange a collection with our courier partners
3. You will receive a text from our selected partner confirming when they will come to collect your return – this should be within 5 days

If you’re not going to be in at the proposed time, please use the link in the text message to arrange another date and time.

Your refund (if applicable) will be processed within 5 working days. Please allow 14 days for the money to reach your account before contacting our call centres.
Q. What is the returns period? Click to Expand
A. You may return your products for any reason within 28 days from when you receive the product(s). If your product is faulty and you notify us within 28 days of delivery, you can either select a repair service or receive a refund.

If a fault is found after 30 days from delivery, you should telephone 0330 726 7864 and we will either repair, replace or offer a refund, at our discretion. Nothing in our returns policy affects your statutory rights.
Q. I informed you that I wanted to return an item during the 28-day returns period, but was unable to send it during this time. Am I still able to return it? Click to Expand
A. Yes. As long as you informed us of your intention to return your product(s) within 28 days, if exceptional circumstances prevented you from returning it within this period, you can still return it.
Q. If I am to post an item back, do I have to pay for the postage? Click to Expand
A. There will be no charge for the postage of returning products within 28 days of delivery. For large items, collection can be arranged by our customer service team at no cost. Please note, collection will only be available from the original delivery address and returns will only be free of charge when sent from the United Kingdom.
Q. How do I return a product? Click to Expand
A. To return a product(s), you need a returns label. This should have been included with your delivery note. If you cannot find your returns label, please contact our customer service team to arrange to have another copy emailed to you.

If you have an account

1. Hover the mouse over the person icon in the top right
2. Sign in to your account
3. Select 'My orders'
4. All your orders should be displayed on this page, along with their status.

If you do not have an account

1. Hover the mouse over the person icon in the top right
2. Select ‘Track my order’
3. Enter your order number, email address and either your postcode or phone number

The status of your order is displayed on this page.

Click the 'Return' button against the order you would like to return (please note, if you have ordered more than one item in a single order and only wish to return one of the items, then please call our Customer Services Team on 0330 726 7467.

On the website, you will be able to provide feedback as to why you want to return the item(s), we will issue a postage label that needs to be returned with the items along with full instructions on how to return the goods (e.g. packaging, drop off points, postage, etc.)

Please note: You will need to do this within 28 days of receiving your unwanted product(s). Once we have received your returned order, we will process a refund or exchange as set out on the Terms and Conditions.
Q. Can I change an order? Click to Expand
A. Unfortunately, you are not able to change your order once it has been placed. Should you decide you want to change your order, you should cancel or return the order, and then place a new order.
Q. Can I cancel my order? Click to Expand
A. You can cancel your order any time before your order status changes to ‘Dispatched’.

If you have an account

1. Hover the mouse over the person icon in the top right
2. Sign in to your account
3. Select 'My orders'
4. Click on the 'Cancel' button next to the relevant order

If you do not have an account

1. Hover the mouse over the person icon in the top right
2. Select ‘Track my order’
3. Enter your order number, email address and either your postcode or phone number
4. Click on the 'Cancel' button next to the relevant order

Alternatively, you can contact us, one of our Customer Service agents will happy to make all the arrangements for you.

ORDERS

Q. I forgot to add an item to my order. Can I add it to my pending order or must I place a second order? Click to Collapse
A. Unfortunately, you cannot add further items to an order that has already been placed, and you will need to place a second order. Don’t worry though, we offer fast free delivery on all Samsung products (next day on most), so the second order won’t cost you extra, unless you opt for a special delivery option.
Q. Can I make a purchase over the phone? Click to Expand
A. Not at the moment but we will be introducing this facility soon and will announce when it is available.
Q. Can I track the progress of my order? Click to Expand
A. Provided your order was through Samsung.com then yes, you can. A tracking link can be found in both the order confirmation email and the dispatch confirmation email sent to the address you supplied when you placed your order. Alternatively, you can find your order details and track your order on our website, by following the steps below:

If you have an account

1. Hover the mouse over the person icon in the top right
2. Sign in to your account
3. Select 'My orders'
4. All your orders should be displayed on this page, along with their status.

If you do not have an account

1. Hover the mouse over the person icon in the top right
2. Select ‘Track my order’
3. Enter your order number, email address and either your postcode or phone number

The status of your order is displayed on this page.

Your order number can be found in the confirmation email you received after your order was placed.

Alternatively, your order acknowledgement and order confirmation email will contain a tracking link.
Q. Are Trade-in purchases still available? Click to Expand
A. Yes. Additionally, we have suspended the 7-day deadline for returning your old device to us due to current social distancing measures, so you do not need to worry about missing the deadline or being charged. Please keep your old device in a safe place, so that you are able to return it to us once these measures cease.

Offers and order information

Galaxy Buds+ Offer
https://www.samsung.com/uk/galaxys-preorder/
Email: preorder@samsungpromotions.claims
Phone UK: 0345 216 0058
Phone ROI: 01 653 3900

Samsung Upgrade Programme:
https://www.samsung.com/uk/samsung-upgrade/

Support homepage
https://www.samsung.com/uk/support/