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Frequently Asked Questions

Most Popular Questions (FAQs)

What payment methods do you accept?

We accept the following: 

Credit cards:

  • Visa
  • MasterCard
  • American Express

Debit cards:

  • Visa Debit
  • MasterCard Debit

Or you may also use:

  • PayPal
  • eNets

You can safely enter all your payment details via our secure server, which encrypts all submitted information.

If you have more questions related to this topic, please refer to "Payments" section of this page.

 

What is the delivery methods, cost and estimated time?

Shipping method Home Delivery Self - Collection
Delivery time 3 to 5 busines days 14 days

 

Address for Self-Collection:

Philips Consumer Care Level 1,
Philips APAC Building, 622 Lorong 1 Toa Payoh
Singapore 319763

If you have more questions related to this topic, please refer to "Shipping & Delivery" section of this page. 

Do you ship internationally?

Currently, you can only purchase products to be shipped to the Singapore from the Philips SG Online Shop.  Please refer to the “Shipping & Delivery” section of this page for further information.

Has my order been shipped?

You will receive a shipping confirmation email once your order is processed for shipping. There will be a link in the email which you can use to track the shipping status of your order.

If you have more questions related to this topic, please refer to "Shipping & Delivery" section of this page.

How do I cancel my order?

As we process orders automatically, it is not possible to cancel an order between the times of placing the order and delivery. Please always contact the Philips Consumer Care Team by phone.

If you have more questions related to this topic, please refer to "Returns, Replace, Refunds & Cancellations" section of this page.

How can I return my product and request a refund?

You may return the product to Philips or cancel the entitlement to services and obtain a refund of the price of the returned product (except gift wrapping costs and any such other charges) or service entitlement, within 21 calendar days from the date of delivery of the product. Customised products are not refundable. For more information, read our General Terms & Conditions of Sale, or contact the Philips Consumer Care Team by phone. The advisor representative will help you with the next steps.

If you have more questions related to this topic, please refer to "Returns, Replace, Refunds & Cancellations" section of this page.

Where can I create an Philips Shop account?

There are two ways to create a Philips Shop account.

One way is to click on the Account icon displayed in the hearder of Philips shop, you will be directed to Login page. Under the login field, you will find the link to Create an account.

The other approach is to register when proceeding to check out, at the checkout login page, you will also find the link "create a new account" under the login field.

How can I Replace and Refresh order?

For products which have "Replace & Refresh" option, there will be a "subscribe" option in the product detail page where you can chose the Replace & Refresh offer.

If you have more questions related to this topic, please refer to "Replace and Refresh" section of this page.

How safe is my personal information?

We respect your privacy. As you checkout, you will provide personal information; you have choices on how this personal data will be used or not used. Please check out our "Philips Privacy" for more detailed information.

We encourage you to manage your communication preferences in the “My Account” page of the shop.

For your protection, all orders placed must receive approval from one of the accepted credit card providers. All personal information, including your credit card number, are encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

How to delete my account?

To delete your Philips account login into your account and select “Delete My Account” under “Profile”. Once in the “Delete My Account” page click on the button “Delete MyPhilips account” and confirm request on the popup by clicking on the “Ok, proceed” button.

Your account will be then automatically deleted within three days.

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General Information

Why shop at Philips Online Shop?

Welcome to the Philips Online Shop. Leave the crowds behind and put your feet up while you browse our wide range of Philips Consumer Products available to ship directly to your home.

Online shopping has never been so simple.

  • The widest selection of Philips products available
  • Convenient 24-hour shopping
  • Safe and secure online shopping from the comfort of your own home
  • World-class customer service and support.

About us

The Philips Online Shop was set up in 2005 to create an excellent customer experience by offering a range of Philips products for sale direct to consumers.

We are always looking for ways to improve our service and we welcome your comments and suggestions, especially about what kind of products you would like to see in our Online Shop.

Safe and secure shopping guaranteed

Shopping in the Philips Online Shop is safe and secure.

All personal information, including your credit card number, is encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

For your protection, all orders placed must receive approval from one of the accepted credit card providers. Philips reserves the right to take additional fraud protection measures at our discretion and to decline orders that do not pass those checks for any reason. Philips also requires that you have followed all rules and procedures of your credit card provider relating to fraudulent and authorised use.

We respect your privacy. As you check out, you will provide personal information; you have choices on how this personal data will be used or not used. We encourage you to manage your communication preferences in the “My Account” page of the shop. Please be aware that to access "My Account" page, you need to be logged in first.

Company address

Company legal registered address:

Philips Electronics Singapore Pte Ltd
622 Lorong 1 Toa Payoh
Singapore 319763

*Please don't use this address to return your orders. To contact us directly please use our Philips Consumer Care phone number.

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Contact Us

Ordering

Would you like more information on products and pricing?

Please look into the the specific product detail page or refer to the "Product support" section of "Help" page for more products and pricing information.

You can call Philips Consumer Care at +65 6882 3999
Mondays to Fridays: 9am – 6pm
Saturdays: 9am – 1pm
Closed on Sundays & Public Holidays.
Philips Consumer Care will be closed on 3rd & 4th Nov 2017

Order Status

Would you like to check the status of your order?

You could find the status of your order in "Order history" section after logging into My Account page. For more related questions, please refer to the "Shipping and delivery" section of "Help" page.

You can call Philips Consumer Care at +65 6882 3999
Mondays to Fridays: 9am – 6pm
Saturdays: 9am – 1pm
Closed on Sundays & Public Holidays

You can email Philips Consumer Care. We aim to respond within 24 hours.

After-delivery

Have you received your order and do you have questions about it?

Please refer to the "Returns, refunds and cancellations" section of "Help" page.

You can call Philips Consumer Care at +65 6882 3999
Mondays to Fridays: 9am – 6pm
Saturdays: 9am – 1pm
Closed on Sundays & Public Holidays

You can Email Philips Consumer Care. We aim to respond within 24 hours.

Need to solve a technical problem, want a user manual, or have questions about your product or warranty?

You can find more information on our "Support Page"
You can find Philips Consumer Care contact details on our "Contact Page".

Are you looking for replacement parts and accessories for Philips products?

You can find more information on our "Spare parts and Accessories" page.

Opening Hours & Holidays

Philips Online Store is open 24/7 - 365 days a year

Philips Consumer Care is open from
Mondays to Fridays: 9am – 6pm
Saturdays: 9am – 1pm
Closed on Sundays & Public Holidays.
 

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General Policies

What does Philips do with my personal information?

Philips values and respects your privacy. Therefore we have a privacy notice in place that describes how and when we collect, use, disclose, transfer and store your information, so that we can keep up with your privacy rights and keep your personal data safe. Please read "Philips Privacy" carefully.

If you have any questions or comments with respect to your privacy, please send a message to privacy@philips.com.

Site terms of use

Click here for our site terms of use.

Terms and Conditions of sale

Click here for our Terms and Conditions of sale.

Why should waste electrical goods be recycled?

Philips Online Shop is committed to minimize the disposal of Waste Electrical and Electronic Recycling unwanted electrical products is better for the environment. Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in electrical goods can cause soil and water contamination. This can have a very harmful effect on the natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted. Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.

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Product Support

Technical support

For most Philips products, we have extensive support information, such as frequently asked questions, manuals, software, and tutorials which you can find in each specific product detail page.

You can also find useful phone numbers on our Contact Us page, in case you prefer to speak to a Philips representative.

Accessories & Spare Parts

The Philips Online Shop carries many product accessories, but if you need spare or replacement parts, please visit our Spare parts page.

Guarantee

With a few mouse clicks, you can register your new product at https://www.philips.com.sg/myphilips. You may also gain access to the lastest savings, promotions, and product news, simply by choosing to receive future correspondence from Philips.

Only one registration per product.

Please call Philips Consumer Care for additional support or visit our support information webpage for more detailed information.

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Placing an Order

How do I enter a shipping address?

If you have ordered a physical product, the shipping information page will be displayed during the checkout process.  You can enter a separate shipping address and the shipping method can be chosen.

If you have a Philips account, you could add and manage your shipping addresses in My Account page. You would be able to choose the saved shipping addresses while checking out.

What address should I enter in the billing information screen?

For credit card verification you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initials.

How can I get a copy of my invoices?

To download and print your invoice, you need to login to My Account first. After login, please refer to the following steps to proceed:

  • In "My account" page, click on "My order history"
  • Select your order number
  • Click on view invoice
  • Click on the link download invoice.

Pricing

 All prices are listed in Singapore dollars (SGD).

Sales Tax or other taxes

All products are priced inclusive of GST. We are unable to process any tax-free sales.

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Payment

What payment methods do you accept?

We accept the following: 

Credit cards:

  • Visa
  • MasterCard
  • American Express

Debit cards:

  • Visa Debit
  • MasterCard Debit

Or you may also use:

  • PayPal
  • eNets

You can safely enter all your payment details via our secure server, which encrypts all submitted information.

If you have more questions related to this topic, please refer to "Payments" section of this page.

Why is my credit card not accepted?

There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit, or a credit card computer, either at our end or your bank's end, may have encountered a machine error.
If you do have related questions, you can contact the Philips Consumer Care by phone. Please provide them with any error message numbers you may have received, as well as the order number from the shopping basket.

When will my credit card be charged and how will the charges show up on my credit card?

If you have ordered physical products, we will not bill you until your product(s) are actually shipped. If your items are shipped separately you will be billed each time an item is shipped. The charge will appear on your credit card as: "DRI*Philips Shop".

Prevent credit card misuse

We take sensible security measures to protect Philips and all our consumers and we may make random security checks on orders. If we need to contact you to verify information, we will hold your order until we can reach you.
To help us, please also provide a telephone number and an e-mail address where we can contact you during daytime hours. Please make sure you check the e-mail you used to place the order. In some circumstances we may ask you to provide an alternative method of payment. To contact us directly please use our Philips Consumer Care phone number +65 6882 3999.

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Shipping and Delivery

Has my order been shipped?

You will receive a shipping confirmation email once your order is processed for shipping. There will be a link in the email which you can use to track the shipping status of your order.

How do I get my tracking number?

Tracking information is available on most orders. You will find the information in the shipment confirmation e-mail from the Philips Online Shop. Click on the link in the e-mail to find the location of your parcel or check your order status. Or you could find it in "Order History" section of My Account page after logging in.

If you have a problem tracking your order, you can contact the Philips Consumer care by phone.

Can I change my shipping address or shipment methods after submitting the order?

Unfortunately, you cannot change your shipping address or shipment method after your order has been submitted.

The order is immediately sent to the fulfillment agency and can no longer be changed in our system.

What are the delivery methods, cost and estimated time?

Delivery methods Home Delivery Self-Collection
Price SGD 20 No shipping cost
Days 3 to 5 business days 14 days

 

Address for Self-Collection:

Philips Consumer Care Level 1,
Philips APAC Building, 622 Lorong 1 Toa Payoh
Singapore 319763

Additional information for shipping

The shipping service we provide:

  • Is fully insured and secure
  • Order receipt must be signed by the receiver
  • Unpacking and product installation not included
  • Taking back and recycling of old product not included.


Delivery costs are clearly indicated in the shopping basket before you proceed to checkout to complete your order. Add selected products to your shopping basket and choose your preferred shipping method.

You can also see delivery costs, after placing your order, in the Order confirmation e-mail and on "view order history" section of My Account page after logging in.

What are the delivery limitations?

We can only deliver to addresses within Singapore.

If you do have questions, you can contact Philips Consumer Care at +65 6882 3999.

Do you ship on the same day & when is your shipping cut off?

You will receive a Shipping Confirmation e-mail as soon as your order leaves our warehouse.
We aim to give the highest levels of customer satisfaction and orders placed at or before 11 am will typically be shipped on the same working day, if:

  • Payment has been received before our cut-off time (11 am)
  • The order contains only standard products (Customized orders typically take longer to be processed.)
  • Item is in stock

 

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Returns, Replace, Refunds & Cancellations

How can I return my product and request a refund?

We hope you are entirely satisfied with your purchase, but we will issue a refund within 7 calendar days from the date of delivery of the product if you are dissatisfied . You should follow the steps below to request for a refund:

1) Contact Philips Consumer Care Team for requesting a refund, reporting details for refund requests (damaged, unsatisfied, wrong delivering etc.)
2) The call centre will send you the return order number and shipping label for the product to be returned (the shipping label is only needed if you choose UPS and TNT as shipping carrier)
3) When the returned product is received, a return confirmation email will be sent to you
4) Once the returned product is received and checked, the refund is going to be issued and a refund confirmation email will be sent to you
5) The refunded amount will be transferred to the original bank account that was used to purchase that product.

Please note: we will refund the relevant part of the purchase price for that product. Please ensure you send all original parts.

We reserve the right to charge for any accessories or parts missing from the product's original shipment to the payment card you used for the order.
For more information, read our General Terms & Conditions of Sale, or contact the Philips Consumer Care by phone. The advisor representative will help you with the next steps.

How does the order exchange process work?

In case of defective/ faulty product being purchased or delivered, you could request for exchange of the current product received. Please follow the below steps:
1) Contact Philips Consumer Care for requesting a refund, reporting details for refund requests (damaged, unsatisfied, wrong delivering etc.)
2) The call center will send you the return order number and shipping label for the product to be returned.
3) When the returned product is received, a return confirmation email will be sent to you
4) Once the returned product is received and checked, a replacement order and a replacement confirmation email will be sent to you
5) You will receive the new order with the replaced product.

For more information, read our General Terms & Conditions of Sale, or contact Philips Consumer Care by phone. The agent representative will help you with the next steps.

When will the credit amount appear on my payment card?

You can expect a refund within a maximum of 10 working days upon us receiving your return, depending on your original payment method.

Credit card refunds will be sent to the card-issuing bank within 10 working days of receipt of the returned package. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

How to Return an Item that is damaged, defective or incorrect?

Please return the item in its original packing if possible, make sure it is well protected to avoid any damage. Please ensure that all manuals and accessories are returned with the item(s). Please always contact Philips Consumer Care by phone, an agent representative will help you with the necessary steps.

What shall I do if the product was damaged in transit?

If the carton or contents have been damaged in transit, you can return the item(s) to us within Return Guarantee period for exchange.

Please check that your order is correct at the time of delivery, make sure that the product carton is sealed and unopened. If you are unhappy with the state of delivery, please do not accept it and ask for the delivery agent to return the products to us. Please always contact Philips Consumer Care by phone. An agent representative will help you with the necessary steps.

What shall I do if the product is defective?

In the unlikely event that you have a defective product, you have the right to return it within the Return Guarantee period. Please keep all the packaging materials, accessories and warranty information that accompanies your product as this may be needed should there be a fault. If you choose to return the product, please always contact Philips Consumer Care. The agent representative will help you with the necessary steps.

How do I cancel my order?

As we process orders automatically, it is NOT possible to cancel an order between the times of placing the order and delivery. Please always contact Philips Consumer Care if you have any questions.

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Promo and rating

How can I use the Coupons & Discounts?

Sometimes discounts are provided by using promotional codes. If you have received a promotional code, please enter it in the field provided during the online checkout process.
The promotional code is case-sensitive, so type it exactly as it appears in your offer. Promotional codes may only be used during the time period specified. Your discount or special offer will be applied when your order is submitted.
If you need more information related with this topic, please see below question 3 and 4.

How can I see the Product Availability?

While we strive to have all our products in stock at all times, increased demand may deplete our inventory. As you shop on our website, you will see one of the following designations next to each product: In Stock - Inventory is available and may be purchased immediately; Out of Stock - Products with this designation have sold out and are temporarily unavailable for purchase.

Please bear in mind that during checkout a product that you have in your basket may go out of stock. If quantities are low and you have saved a product in your basket, another consumer may purchase that product. Placing an item in your basket does not guarantee that it will be in stock. To make sure you eventually get the product, you must complete the checkout process.

Do you have Special Offers?

We are constantly striving to provide the best possible value in the industry. Watch out for special offers every month. You may view the latest rebates, price reductions and exclusive savings in the Special Offers area. Also subscribe for the Weekend Deals and receive information about our latest offers.
You can subscribe to our newsletters via "Marketing communication preferences" section in My Account page after logging in. You could also find the option to subscribe under the guest checkout field.

How can I get a discount voucher?

You can get discount vouchers in during promotion period.

For more information about product promotions, please check out our Promotions page.

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Replace & Refresh

What is Replace and Refresh?

Replace and Refresh is a program designed to make the reorder of replacement products quick and easy. When registering, you are agreeing to the automatic shipments of that product with the quantity and interval of your choice. These automatic deliveries will be billed to your credit card or PayPal account.

 

For every order, you will receive an announcement email one week prior to processing the order and an order confirmation email once the order is processed. In this email you will find all the details of Replace and Refresh.

 

This program is for your convenience and can be cancelled at any time.

 

When will I be charged for my subscription?

You will be charged only when your replenishment order is processed in our systems.

 

Which price will I be charged?

You will be charged the current product price at the moment of order processing, of course minus the Replace & Refresh discount. This means you will always benefit from a lower price than the current price of this item in our shop.

 

Once the replenishment order is placed in our systems, you will receive a confirmation email with details related to your order, such as price, quantity and frequency.

 

How can I pay for Replace and Refresh?

You can use your credit card or PayPal account to pay for Replace and Refresh.

 

When do I receive my replenishment orders?

Your product will be shipped according to the frequency you chose when enrolling. You can easily check the details on your Replace and Refresh order by logging into the My Account section in our online shop. On top of this, you will receive a notification email about a week before your order will be processed.

 

Can I change the delivery date of my item?

At this moment this is not possible, but we are working on offering you this possibility in the future. Once ready, this functionality will be available under “My Account” after logging in.

 

Can I skip a delivery?

At this moment it is not possible to skip a delivery but we are working on offering you this possibility in the future. Once ready, this functionality will be available under “My Account” after logging in.

 

Can I adjust the Replace and Refresh delivery schedule?

At this moment this is not possible but we are working on offering you this possibility in the future. Once ready, this functionality will be available under “My Account” after logging in.

 

How can I cancel my Replace and Refresh order?

About a week before every replenishment order is dispatched, you will receive a notification email to remind you about the impending delivery. You can then easily cancel your subscription by logging into My Account page and selecting “Replenishment orders”. There you will find the details of your Replace and Refresh orders, as well as the possibility to cancel.

 

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Delete my account

To delete your Philips account login into your account and select “Delete My Account” under “Profile”. Once in the “Delete My Account” page click on the button “Delete MyPhilips account” and confirm request on the popup by clicking on the “Ok, proceed” button. Your account will be then automatically deleted within three days.

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