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Delivery and returns

We offer a range of delivery options to help you get your hands on your new Samsung product even sooner. Plus, with 28-day free returns, if you don’t love it, you can return it.

FAQs

Delivery & Returns

Delivery Costs Click to Collapse
Summary
Small items (delivered by one person)
- Next day delivery (order by 6pm): Free
- Selected day delivery: Free
- Specific time slot (order by 6pm): £3.99
- Same day delivery (order by 12pm, Monday-Friday only). Selected London postcodes only: £9.99

Large items (delivered by 2 or more people)
- Next day delivery (order by 6pm): Free
- Selected day delivery: Free
- Specific time slot (order by 6pm): £19.99

Free delivery:
All items are eligible for free delivery, UK locations only (Monday-Saturday only for larger items).

Specific time slot:
You can opt to pay an additional fee to choose a specific time slot for your delivery. £3.99 for smaller items and £19.99 for larger items.

Same day delivery:
You can also opt to pay an additional fee (£9.99) for same day delivery on smaller items that can be delivered by one person, Monday to Friday, in selected postcodes only and as long as you order by midday.

Installation costs on larger items:
If you wish to pay for your product to be installed, you can pay an additional fee and the different installation options will be provided to you at checkout. The installation fee will be part of your delivery cost.

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?
At this time, we do not offer this service. All purchases come directly from Samsung via our courier partners.
Delivery Times Click to Expand
Delivery timings:
All items are eligible for free next day delivery, UK locations only (Monday-Saturday only for larger items). You can also opt to pay an additional fee to choose a specific time slot on delivery.

Same day delivery:
You can opt to pay an additional fee (£9.99) for same day delivery on smaller items that can be delivered by one person, Monday to Friday, in selected postcodes only and as long as you order by midday.

Can I request my first order is delayed so all of my items arrive at the same time?
No. Unfortunately, this is not an option our courier partners offer at this time. Depending on what you ordered, your items may be delivered on different days or from different couriers, but you won’t be charged for additional deliveries. Having placed your order, you will receive delivery communications from us, including once your order has been dispatched.

Our courier partners:
All our items are delivered by courier partners - DPD, Panther or Orderworks.

Do you deliver to Northern Ireland, the Channel Islands, the Isles of Scilly, the Isle of Man or the Scottish Highlands?
We deliver to areas in the UK including Northern Ireland, Channel Islands and Scottish Islands. However, geographical location and courier availability can restrict our service.

Currently we are only able to offer installations in mainland UK. Northern Ireland, Channel Islands and Scottish Islands are not covered.

Do you have any delivery restrictions?
We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.
What to expect on delivery day Click to Expand
Tracking an order:
A tracking link can be found in both the order confirmation email and the dispatch confirmation email, which was 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'
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.

What communications will I receive about my order?
Emails
- Order acknowledgment
- Dispatch confirmation
- Delivery confirmation (with invoice/VAT receipt attached)
- Product cancellation (if applicable)
- Payment refunded (if applicable)
- Delivery delay notification (if applicable)

Text Messages
- Delivery estimation
- Dispatch confirmation
- 1hr delivery time slot confirmation
- Delivery confirmation
- Failed delivery attempt (if applicable)
- Collect from depot (if applicable)

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 us. All other communications and proof of purchase will come from the 3rd party.

How will you ensure my item is delivered safely?
We’ll send you an order dispatch notification email once the item is dispatched. 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.

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. If you receive an attempted delivery notification and do not respond, two 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.

I live up several flights of stairs. Do I need to tell you?
If you think that our courier partners may struggle to deliver to your address, call us to discuss any concerns on 0330 726 7467 as soon as possible after placing your order.

Missed delivery:
If you're not at home when our courier partners attempt delivery, your parcel will be returned to their depot or sorting office.
Problem with your delivery? Click to Expand
I think my order has been lost in the post – who do I contact?
If you’re certain you haven’t just missed your delivery, in which case, you should have received an attempted delivery notification card, then please contact us on 0330 726 7467 and our team will investigate.

Damaged product:
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 and you can place a new order.

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 comes with your delivery. For more information on returning your item, click here .

Unfortunately, you cannot receive a discount or compensation if a product is faulty or damaged upon arrival and we encourage you to report it to use as soon as possible.

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 and do not respond, two 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.

What if the item does not fit through my door?
Before you make your order, check the item’s measurements against those of your door. You may need to arrange for your door to be removed to enable delivery for very large items, as our courier partners are not able to offer this service. If you’ve realised that the item you have ordered will not fit through the door, please call to discuss your concerns on 0330 726 7467.

An item is now out of stock:
You are able to place backorders for items that are not currently in stock. However, if an order has been placed that was in stock and is now out of stock, please ring 0330 726 7467 who will be able to help.

There’s been a mistake with my order or it hasn’t been delivered, what should I do?
Please ring 0330 726 7467 to discuss any issues that you have with your order.
Installations Click to Expand
Do you offer installation across the UK?
No. Currently we are only able to offer installations in mainland UK. Northern Ireland, Channel Islands and Scottish Islands are not covered. You will be contacted prior to the installation, to confirm arrangements and run through safety precautions.

Do you uninstall and remove TVs and large appliances when you install a new one?
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.

Installation costs:
If you wish to pay for your product to be installed, you can pay an additional fee and the different installation options will be provided to you at checkout. The installation fee will be part of your delivery cost.
Changing an order Click to Expand
Changing an order:
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.

Exchanging an order:
If you have returned an order to us, we offer exchanges for products in like-for-like scenarios, e.g. different colour variants. If you wish to exchange a product you have ordered from us, please contact us on 0330 726 7467 or via our website or by email.
Cancelling an order Click to Expand
Cancelling an order:
You can cancel your order any time before your order status changes to ‘Dispatched’. Sign in or track your order to cancel the relevant order. If your order has been dispatched, you have 28 days from when you receive the item to return.
Returns Click to Expand
Returning an order:
You may return your products for any reason within 28 days from when you receive the product(s). 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
5. Click the ‘Return’ button against the order you would like to return

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. The status of your order is displayed on this page
5. Click the ‘Return’ button against the order you would like to return

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.)

Once we have received your returned order, we will process a refund or exchange as set out on the Terms and Conditions.

What is the returns period?
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.

Refunds:
We will notify you of your refund via e-mail within a reasonable period of time and, usually within 5 -10 working days of when we receive the product from you. We will usually make any refunds using the same method originally used by you to pay for your purchase

Faulty products:
If you need help with one of our products, visit our support pages to access information and how to guides for a range of our products.

If you believe that a product you have ordered from us is faulty, please contact us on 0330 726 7467 or via our website or by email.

If you notify us within 30 days of delivery of the product that is defective, you will have the option to select a repair, an exchange or a refund. If a fault is found after 30 days from delivery of the product, please get in contact with us.

If I am to post an item back, do I have to pay for the postage?
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.

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?
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.

What is the returns period?
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.

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