Question 1

Can I cancel my order?

Accepted Answer

As orders are processed automatically to ensure that you receive your purchases as soon as possible, you cannot cancel an order once it has been placed. If you have questions about your order, please contact our Customer Support team.

Question 2

Does Philips Hue offer discounts?

Accepted Answer

Yes. Throughout the year, we'll occasionally offer promotions or discounts on select products. Check our website regularly or sign up to our mailing list to stay up to date on the latest news, promotions and exclusive offers.

Question 3

What should I do if my credit card is declined?

Accepted Answer

If you are having an issue with your credit card and it doesn’t seem to be an issue with your card or bank, contact the Philips-Hue.com Support Centre. Please provide the error message you received, as well as the order number from the shopping basket.

Question 4

When and how will a charge from the Philips Hue online shop appear on my credit card?

Accepted Answer

Your credit card will be charged when your order is placed. The charge will appear on your credit card as 'Philips-Hue'.

Question 5

Which forms of payment does Philips Hue accept?

Accepted Answer

Payment methods you can use on the Philips Hue shop vary by region. Commonly supported payment methods include PayPal, iDeal, Mastercard, Visa, American Express and Discover.

Question 6

Can I change my shipping information and preferences after submitting my order?

Accepted Answer

Unfortunately, you cannot change your delivery address or shipment method after your order has been placed. The order is immediately sent to the fulfilment agency and can no longer be changed in our system.

Question 7

Do you ship internationally?

Accepted Answer

You can purchase products to be delivered to the United Kingdom from the UK Philips Hue shop. However, you can also choose another country’s online shop to see if Philips Hue delivers there.

Question 8

Has my order been shipped?

Accepted Answer

You will receive a confirmation email once your order is dispatched that includes a link to track your shipment.

Question 9

How do I get a tracking number for my package?

Accepted Answer

You will find tracking information for most orders in the shipment confirmation email that you receive after placing your order. Click the link in the email to find the location of your parcel or check your order’s status.

Question 10

How do I return my Philips Hue purchase?

Accepted Answer

You can return any Philips Hue product within 30 calendar days from the date of delivery. If you bought a bundle, you will need to send back all products in that bundle. If you bought a product as part of a promotion, first check the Terms & Conditions of that promotion before starting a return.

Contact Customer Support to request a refund.
We will send you a delivery label to return the product. The delivery label is only required if you choose UPS or TNT as the carrier.
You send the product, including all original parts. You will receive a confirmation email once the returned product is received.
Once the product is received and checked, we will issue your refund and send a refund confirmation email.

Note that we will refund the product’s purchase price as well as the original shipping cost. We reserve the right to charge for any missing accessories or parts from the product to the card you used for the original purchase. For more information, read the General Terms & Conditions of Sale.

Question 11

How much does shipping cost?

Accepted Answer

Delivery costs vary by region. You can find your exact delivery cost when you check out in the Philips Hue Hue shop.

Question 12

What should I do if my product is damaged or defective?

Accepted Answer

If you have received a defective or damaged product, you can request a replacement product or full refund:

Contact the Philips-Hue Support Centre to request a refund or replacement product. Make sure to report the detail for the request (e.g. damaged, incorrect delivery)
The call centre will send you a return order number and shipping label to return the product.
Send the complete product, including all original parts or accessories. You will receive a confirmation email once the returned product is received.
Once the returned product has been checked, you will receive a confirmation email and your replacement product. If you’ve requested a refund, you will receive your funds on the card you used for your purchase.

We will refund the product’s purchase price as well as the original shipping cost. For more information, read the General Terms & Conditions of Sale.

Question 13

What are the delivery methods?

Accepted Answer

Delivery methods, shipping times and shipping costs vary based on your region.

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