Shipping

DELIVERY ISSUES

Q. I think my order has been lost in the post - Who do I contact?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 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 upon each occasion). After this, the goods will be sent back to our warehouse and the refund process automatically triggered.

Q. My product has arrived damaged. How do I return it?Click to Expand
A.

I don't want to accept my delivery from the courier - It looks damaged.
 
If you are accepting a delivery face to face (By the the courier) and you see that your parcel/item is damaged and you are worried about the product inside being damaged also you can refuse to accept the delivery.
 
After refusing the delivery, the item(s) will come back to Samsung. When it is received a refund will automatically be made to you. 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 with us via Samsung.com
 
My item has been delivered/I have already signed for it - I have found it is damaged.
 
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 Return Label - A returns label was provided to you as part of your delivery note.
 
If 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 you can contact us on 0330 726 7467 (0330 SAM 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, package your item and 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. I've decided to keep it, so shall I be given 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. To resolve this our team will refund you and ask you to replace your order online.

SENDING

Q. Do you offer a next day delivery service?Click to Expand
A.

Yes. When you place an order you are able to select a delivery method. If you select 'Express Delivery' you will receive your order the next business day, providing the order is placed and you have received your order acknowledged before 6pm. Business days are Monday to Friday.
 
The communications you will receive are:
 

  • Order Information
  • Order Acknowledgement
  • Order Shipped Confirmation

 
For example:
 

  • If you place and order and it is acknowledged by 6pm on Monday with 'Express Delivery' it will be delivered on Tuesday.
  • If you place and order and it is acknowledged by 6pm with 'Express Delivery' on Friday it will be delivered the following Monday.
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 have received 3 delivery notfications 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.

Q. Can I request my first order is delayed so all of my items arrive at the same time?Click to Expand
A.

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.

DELIVERY TIMES

Q. Can I request a specific date or time slot for my delivery to arrive?Click to Expand
A.

Unfortunately at this time this is not a possibility.
 
Delivery times for Express and nominated day deliveries are between 8am and 6pm Monday to Friday.
 
Delivery times for Express (pre 12) and nominated day deliveries are pre 12pm Monday to Friday.