Please Check in your Samsung Members App on the phone you've purchased as the claim route is in there usually at the top.
Samsung will need proof of purchase which is supplied by your network when you request it from them.
Take into account promotional items usually come with a start and end date to be able to make the claim.
The Buds only usually come just after the delivery of the phone without having tonclaim if the phone was purchased directly from Samsungs Online Shop.
Samsung have to validate a claim via using the proof of purchase if the phone wasn't sold directly by them. Possibly so they can charge the network for the Buds ?
Current Phone ~
Samsung Note 20 Ultra 5G SM-N9860_256Gb SnapDragon 865+
Samsung One Ui 3.1/ Android 11.