Samsung Mobile - Frequently Asked Questions
Below is a list of commonly asked questions, if this list doesn't answer your question please contact us.
How will my goods be delivered?
We have two different methods of delivery, Royal Mail 1st Class Recorded Post and Royal Mail Special Delivery.
If your order was for a handset or the products ordered came to more than £49.99 then the parcel will be despatched by Royal Mail Special Delivery. If your products ordered were for less than £50.00 then they will be despatched by Royal Mail 1st Class Recorded Post.
Both of these services require a signature on delivery and is there is no-one available at the delivery address to sign for the parcel, then a card will be left detailing how you can arrange collection or re-delivery.
When will my goods be delivered?
If you confirm your order before 2pm then you can expect it to be delivered on the next working day. If the order is confirmed after 2pm then you can expect delivery to be 2 working days later.
If we experience any difficulties in processing your order we will contact you as soon as possible to try and resolve the issue.
We do not guarantee this exceptional delivery service, but we do our very best to adhere to these timescales and once we have despatched the order it is then up to Royal Mail to keep their promise.
How can I pay for goods?
You can pay online using a credit/debit card. If you are unable to pay online, then we can take a cheque or postal order. Please call our sales department on 0844 412 0978 (option 1) who will take your order over the phone and confirm the amount of your order. Our address to send your cheque / postal order to is:
Dextra Online
Samsung Mobile Shop
Weston Road
Crewe
CW1 6BU
Cheques should be made payable to Dextra Solutions Ltd.
I have not yet received my order.
Most orders are usually delivered within 1-6 working days, depending on the delivery option. Occasionally, due to postal delays, they may take longer. Please contact us on 0844 412 0978 (option 3) if you have not received your order, and we will start looking into this for you straight away. It may also be worthwhile contacting your local Royal Mail sorting office, as it is possible they have tried to deliver your package, but were unable to do so. We apologise for any inconvenience a delay may cause you.
What happens if my order is not in stock?
Our products have an ‘in stock’, ‘low stock’ or ‘out of stock’ label on them. If the product is out of stock you can opt to receive a notification email telling you when the product comes back into stock, all you have to do is click the ‘email me when in stock’ button, insert your email address and press submit. Alternatively, phone our sales department on 0844 412 0978 (option 1) and they will try and advise on an estimated delivery date.
I have ordered the wrong item.
If you realise you have ordered the wrong item, then please call our customer service department as soon as possible on 0844 412 0978 (option 3) and if the order has not been despatched we will be able to stop the order and organise a refund. Unfortunately, if the order has been despatched, then within 14 days of delivery you will need to contact our customer service department on 0844 412 0978 (option 3) to obtain a Returns Authorisation (RA) Number and return the unopened product to us clearly highlighting the RA Number. When it has been satisfactorily returned we will organise for the cost of the returned product to be refunded.
I have received the wrong products in my order
In the event that you receive a product that you have not ordered, please contact our customer service department on 0844 412 0978 (option 3) who will arrange for the correct product to be sent out to you and arrange collection of the incorrect product. In these cases the product MUST be returned unopened and in pristine condition.
My goods are faulty or have been damaged in transit.
If you receive a damaged product or a fault appears within 28 days of receipt then you will need to contact our customer service department on 0844 412 0978 (option 3) who will arrange a replacement to be sent at your earliest convenience. If a fault occurs after 28 days from receipt then you can contact Samsung on 0870 SAMSUNG (0870 7267864) who will either repair or replace under the stated warranty period.
I can't find what I'm looking for on the website.
We do not display all products on our website, so if you can’t find the product that you would like, please call our sales department on 0844 412 0978 (option 1) and they will find out if we have that product in our warehouse or if we can order it in on your behalf.