Samsung Parcel Not Delivered or Refund Refused? UK Guide
Samsung sells direct through Samsung Shop and ships phones by parcel courier and appliances by two-person carrier. Where Samsung is the seller, the Consumer Rights Act 2015 makes Samsung responsible for delivery into your possession regardless of which carrier it used.
Who delivers your Samsung order?
Samsung typically uses: DPD, UPS, two-person carriers for large appliances. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Samsung, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Samsung to deliver into your physical possession.
Samsung contact and returns
- How to contact
- Samsung on 0333 000 0333, available 24/7, or live chat on samsung.com. Make clear the query is about a Samsung Shop order rather than a device fault, or it routes to technical support.
- Returns policy summary
- Samsung Shop offers a change-of-mind window on direct purchases; large appliances can carry different terms. Check the order confirmation for the window that applied to yours.
How to claim a refund from Samsung
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Samsung via Samsung on 0333 000 0333, available 24/7, or live chat on samsung.com. Make clear the query is about a Samsung Shop order rather than a device fault, or it routes to technical support. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Samsung refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Samsung delivery FAQs
Is Samsung legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Samsung) is responsible for the goods until you take physical possession. Samsung cannot redirect you to the courier because your contract is with Samsung, not the courier.
How long does Samsung have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Samsung phone order was marked delivered but never arrived.
Ask Samsung for the courier's proof of delivery — the scan time, GPS location, photo and any signature. High-value phone deliveries usually carry a signature requirement, so its absence is strong evidence in your favour.
Does Samsung's warranty cover a delivery that went missing?
No, and it does not need to. A warranty covers faults in goods you have. A missing delivery is a Consumer Rights Act 2015 claim against Samsung as the seller.
My Samsung appliance was damaged on delivery. What do I do?
Note the damage on the delivery paperwork if the crew is still there, photograph it before they leave, and report it the same day. Within 30 days you have the short-term right to reject under Section 20 for a full refund.