Can I cancel my order?

As orders are processed automatically to ensure that customers receive their purchases as soon as possible, you cannot cancel an order once it has been placed. If you have questions about your order, contact the Philips-Hue.com Support Centre by phone or email.

Does Philips Hue offer discounts?

Yes, Philips Hue regularly offers discounts to customers. Visit the Promotions page to find out more.

What should I do if my credit card is refused?

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.

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

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

Which forms of payment does Philips Hue accept?

The Hue webshop accepts PayPal, Mastercard, Visa, American Express, Discover and Diners Club.

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

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

Do you ship internationally?

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

Has my order been shipped?

You will receive a confirmation email once your order is shipped, which includes a link to track your shipment.

How do I get a tracking number for my package?

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

How do I return my Philips Hue purchase?

You can return any Philips Hue product within 30 calendar days from the date of delivery. Contact the Philips-Hue.com Support Phone Centre to request a refund. 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. 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.

How much does shipping cost?

Shipping is available to the UK only. Shipping on orders over £50 is free. For orders below £50, shipping will cost £2.99.

My product arrived damaged or defective.

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.

What are the delivery methods?

Your order will be delivered in 3-4 working days. Delivery is via UPS.

Hue Shop FAQs

Go back to all support topics

Jump to topic

Ordering

Delivery

Watch our How-to videos

Browse our How to videos either in the Philips Hue app (you can find them in the Explore tab under 'How to videos"), or view all our videos on the Philips Hue YouTube channel.

Go to Philips Hue YouTube channel

Contact us

We are always happy to help you

Visit our social channels

Response time: 1hr. Available 24/7

Facebook

Twitter

Product, promotion, warranty and Hue Shop

00800 744 547 75
Monday - Friday 08:00 – 20:00

Contact via web