Samsung Parcel Not Delivered: What to Do if Your Phone, TV or Appliance Has Not Arrived

Updated 21 June 2026 by ParcelClaim Research Team | Samsung missing order guide

A Samsung parcel not delivered dispute can be high value because the order may include a Galaxy S or Z phone, Galaxy Tab, laptop, watch, TV, monitor, fridge, washing machine or other appliance. The delivery route may involve DPD or another courier partner, a missed delivery card, a large-item delivery slot, or a delivered scan that you dispute.

The evidence needs to show exactly what went wrong: the order never arrived, tracking stopped, delivery was missed, the order was returned, Samsung says delivered but you have no parcel, or the package arrived damaged/tampered with and the product was missing.

First checks if your Samsung order has not arrived

1. Open Samsung order tracking. Samsung says you can find a tracking link in your order confirmation and dispatch confirmation emails.
2. Use Orders or Orders Lookup. Samsung says guest users need the email address used at checkout when entering the Order ID.
3. Save the Order Reference Number. Samsung’s terms say an order acknowledgement/order confirmation includes an Order Reference Number.
4. Open the courier tracking page. Save the last scan, delivery estimate, delivered status, missed-delivery card or proof.
5. Check whether it is a large item or parcel delivery. TVs/appliances may use different delivery communications from small parcels.
6. Check obvious delivery locations. Household, neighbours, safe place, reception, concierge, porch, communal area or collection point.
7. Contact Samsung Shop Support. Samsung says if you do not receive your order, contact Shop Support so they can assist.
8. Ask for a clear outcome. Carrier investigation, redelivery, replacement, refund, exchange or written decision.

How to track a Samsung UK order

Samsung says that if your order was through Samsung.com, a tracking link can be found in both the order confirmation email and the dispatch confirmation email. Samsung also says you can select Orders or use the Orders Lookup page, enter the Order ID, and if you are a guest user, enter the email address used at checkout.

When you save tracking evidence, save both:

• the Samsung order page or order email; and
• the courier’s own tracking page.

The courier page may show extra evidence such as delivery attempt, delivered scan, photo, signature, depot return, safe-place note or collection instruction.

Samsung says order lost in transit

Samsung’s lost-in-transit FAQ says that if you do not receive your order, you should contact Samsung at Shop Support where they can assist. When contacting support, ask for a case reference and ask whether Samsung has opened a courier investigation.

Ask Samsung to confirm:

• whether the order was dispatched;
• which courier has or had the parcel;
• whether there was a delivery attempt;
• whether the courier has confirmed loss;
• whether Samsung will refund, replace or redeliver; and
• when Samsung will give a final decision.

Samsung tracking says delivered but you have no parcel

If Samsung or the courier says delivered but you have no parcel, save the delivered scan, delivery time, courier name, delivery photo, signature, safe-place note, neighbour detail or GPS/location wording. Ask Samsung to provide the proof it is relying on and to investigate with the courier.

Use these guides if the proof is disputed:

• Parcel marked delivered but not received
• Tracking says delivered but no proof
• Delivery photo not my house
• Parcel signed for but not by me
• Parcel left in safe place but missing

Samsung missed delivery attempt or returned to warehouse

Samsung says if you are not home when DPD or courier partners attempt delivery, the parcel will be returned to their depot or sorting office and a card will be left. Samsung says you can then arrange an alternative delivery time or collection using the contact information on the attempted-delivery card.

Samsung also says if you receive an attempted delivery notification card and do not respond, two further delivery attempts will be made, and after that the goods will be returned to Samsung’s warehouse and the refund process automatically triggered.

Save every delivery card, text, email, missed-call log and rearranged delivery confirmation. If the item is returned but the refund does not appear, ask Samsung for the return-to-warehouse confirmation and refund timeline.

Samsung parcel arrived damaged, opened, empty or missing item

If the parcel arrived but the Samsung product was missing, damaged, opened, resealed or incomplete, photograph the packaging before moving or discarding it. Take photos of the label, tape, seals, box corners, delivery note, contents, missing accessories and serial/IMEI details where relevant.

Samsung says visible delivery damage should be reported within 72 hours of delivery, and its Customer Support team will discuss refund or exchange options. If the package looks tampered with or the phone/tablet is missing from the box, contact Samsung immediately and preserve the packaging.

Use missing item from parcel, part of order missing, or parcel arrived empty depending on the exact issue.

Samsung phone, tablet or device missing from the box

Missing-device disputes need extra evidence because the product can be high value and traceable. Save any IMEI, serial number, model number, colour, storage size, invoice, dispatch email and packaging photos. If the box contained accessories but not the phone/tablet/watch, photograph everything exactly as it arrived.

Ask Samsung to confirm whether the device IMEI/serial was assigned to your order, whether the weight of the parcel was recorded at dispatch and delivery, and whether the courier has investigated tampering, loss or misdelivery.

Samsung large item, TV or appliance not delivered

For TVs, monitors, fridges, washing machines, ovens and other large items, save the delivery slot, SMS/email updates, driver call records, installation booking, old-appliance removal booking and any failed delivery notes. Large-item disputes often depend on the delivery appointment history and whether the driver attended.

If you paid for installation, recycling, old-appliance removal or special delivery and that service did not happen, list the missing service separately from the missing product.

What if Samsung tells you to contact DPD or the courier?

It can help to check the courier’s page, especially for delivery attempts and rearranging delivery. But keep Samsung involved. Citizens Advice says if the seller used a courier, the seller should chase the courier and it is not your responsibility. Which? also says you should complain to the retailer, not the courier, because your contract is with the retailer.

Use our retailer says contact the courier guide if the issue becomes circular.

Can you use chargeback or Section 75 for a missing Samsung order?

Chargeback may help if Samsung does not resolve a non-delivered order and you paid by debit or credit card. Your bank will usually want evidence that you paid, that the order was not delivered, that you contacted Samsung, and that Samsung failed to resolve it.

Section 75 may be relevant if the cash price of the Samsung item was over £100 and not more than £30,000, and you paid directly by credit card. This can matter for Galaxy phones, tablets, TVs, laptops, monitors and appliances. Check your payment route carefully if the order involved finance, trade-in, network contracts, PayPal or a third-party marketplace.

Use our chargeback for missing parcel and Section 75 missing parcel guides before contacting your bank.

Evidence to save for a Samsung parcel not delivered complaint

Samsung orders can be expensive, so save a complete evidence pack before escalating.

Short message to send Samsung if your order has not arrived

Use this as a short first message to Samsung Shop Support. Keep the full formal complaint for your paid ParcelClaim letter.

This is starter wording only. A stronger ParcelClaim letter should include your full timeline, Samsung order details, courier proof, support reference, photos, payment evidence and requested outcome.

No subscription. One-time £2.99 payment. Instant document.

Samsung parcel not delivered escalation checklist

1. Save Samsung order details. Order Reference Number, item, price, delivery address and confirmation emails.
2. Save the courier page. Tracking, last scan, delivery attempt, delivered proof or return status.
3. Identify the issue type. Lost in transit, missed delivery, returned, delivered but missing, damaged, opened or empty.
4. Contact Samsung Shop Support. Ask for a case reference and carrier investigation.
5. Ask for a clear remedy. Refund, replacement, redelivery, exchange or written final response.
6. Preserve high-value evidence. IMEI/serial, packaging, CCTV, photos and support transcripts.
7. Escalate if unresolved. Written complaint, chargeback or Section 75 where appropriate.

Common mistakes to avoid

• Only checking the Samsung summary page. Open the courier page too.
• Throwing away damaged or empty packaging. Keep the box, labels and seals.
• Not asking for a Samsung case reference. Save chat transcripts and call notes.
• Letting a delivered scan end the dispute. Ask what proof shows delivery to you or an agreed place.
• Missing the 72-hour visible damage point. Samsung says visible delivery damage should be reported within 72 hours.
• Opening a bank dispute before saving evidence. Banks usually ask for order, tracking and support proof.

Useful official pages

These official pages can help you check the Samsung route before escalating.

• Samsung UK: how to track your order
• Samsung UK: order lost in transit
• Samsung UK: missed delivery attempts
• Samsung UK: damaged on delivery
• Samsung UK: terms and conditions of sale
• Citizens Advice: if something you ordered has not arrived
• Which?: missing or late delivery

Samsung parcel not delivered FAQs