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MeetHue webshop FAQs

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 if you need this to be different from your billing address.

 

What address should I enter in the billing information screen?

For credit and debit 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.

Pricing

 

All prices are listed in GBP Pound Sterling

 

Value Added Tax or other taxes

All products are priced inclusive of VAT. We will also show any special offer deductions on the invoice.

Payment

 

What payment methods do you accept?

We accept the following: Paypal, Mastercard, Visa, American Express. You can securely enter all your payment details via our secure server, which encrypts all submitted information.

 

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 Hue Shop at +44-1214680001. Please provide them with any error message numbers you may have received.

 

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

If you have ordered products, we invoice them on acceptance of your order. The transaction will appear on your bank statements as Luzern: Philips Hue

 

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 Hue Shop Call at +44-1214680001

Shipment & Delivery

 

Do you ship internationally?

Currently, you can only purchase products to be shipped to the UK from the Philips Hue Online Shop. We currently are unable to ship to the Republic of Ireland. 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.

 

How can I track my order?

Most orders to the UK are shipped between 3-4 working days from the point of receiving a Shipping confirmation email. If you have any further questions regarding your order, please contact meethue.eu@luzernsolutions.com or call on +44-1214680001 and quote your Order number for further help.

 

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?

Philips Hue Shop offers shipping through UPS with Delivery times (After shipment confirmation) 3 to 4 working days. We charge a shipping fee of £2.99 for all orders less than or equal to £50. All orders above £50 will be shipped free of charge

 

What are the delivery limitations?

We can only deliver to address in the United Kingdom and Northern Ireland. We are currently unable to delivery orders to the Republic of Ireland.

 

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

We aim to give the highest levels of customer satisfaction. All orders placed at or before 11 am will typically be shipped on the same working day. You will receive a Shipping Confirmation e-mail as soon as your order leaves our warehouse. Payment has been received before our cut-off time (11 am).

 

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. Add selected products to your shopping basket and choose your preferred shipping method. The applicable cost will be calculated and displayed before you proceed to the checkout. You can also see delivery costs, after placing your order, in the Order Confirmation e-mail.

Returns, Replace, Refunds & Cancellations

 

Guarantee

The warranty details for every Philips product will be detailed inside the individual packages. Most Philips Hue products include a 2-year warranty. For any warranty related queries, please Contact Us.

 

How can I return my product and request a refund?

We hope you are entirely satisfied with your purchase. If your item has arrived damaged or defective, or you want to return the purchase - we will issue a refund within 30 working days from the date of the delivery of the product. You should follow the steps below to start the returns process: 1) Contact Philips Hue Shop reporting details for refund requests (damaged, unsatisfied, wrong delivering etc). Telephone: +44-1214680001 Monday to Friday 8.30 am – 5 pm UK time 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, the refund will be issued. 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 Hue Shop at +44-1214680001

 

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 the Philips Hue Shop at +44-1214680001

 

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 (14 days from the receipt of goods). 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.

 

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 Hue Shop by phone at +44-1214680001

Promotions

 

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.

 

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. To hear about special offers, subscribe to our newsletters via "Marketing communication preferences”. You can also receive special offers by ticking the box to accept marketing communication from us at every check-out process.

 

Can I use promotional codes from www.philips.co.uk on MeetHue?

Unfortunately, you cannot use the promotion codes from Philips UK site or Philips UK shop on MeetHue. We operate as two independent platforms and offer our own promotional offers.

Support for other products

Starter kits

Bulbs

Bridge

Luminaires

Lightstrips

Dimmer switch

Motion sensor

Tap switch

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