Frequently Asked Questions

Go directly to topic:

  1. General Information
  2. Product availability
  3. Ordering & Payments
  4. Shipping & Delivery
  5. Technical support
  6. Warranty & Returns
  7. Terms of Use, Terms of Sale & Privacy Policy

 

1. General Information

Why buy from us?
Welcome to the Philips Accessories & Parts Shop. Finding the right accessory or part has never been so simple. 

We offer:

  • The widest selection of Philips accessories & parts (please contact Philips Consumer Care via webchat if you need a part that is not listed in the shop)
  • It's easy to find exactly the accessory or part you need that is compatible with your product
  • Convenient 24-hour shopping from the comfort of your own home
  • Nationwide delivery
  • Safe and secure online shopping
  • World-class customer service and support

 

About us
The Philips Accessories & Parts Shop was set up to provide owners of Philips products in Australia a convenient way to find and purchase the accessories & parts they are looking for. We hope this allows you to enjoy our products even more.

All accessories are shipped from our regional accessories & parts center in Singapore and are delivered to all locations in Australia. 

We are always looking for ways to improve our service and we welcome your comments and suggestions, especially about any accessory or part you would like to see in our online shop. Please get in touch with Philips Consumer Care.

Contact us
Philips Consumer Care is available to answer your questions via email and webchat / phone during the following business hours:

  • Monday to Friday            7am to 7pm EST (Australian Eastern Standard Time)
  • Saturday                          7am to 5pm EST (Australian Eastern Standard Time)


Company address
Philips Australia's legal registered company address is: 

Philips Saeco Australia Pty Limited
65 Epping Road
North Ryde, Sydney
NSW 2113 Australia

However please don't use this address to return your order. Kindly contact Philips Consumer Care.

 

2. Product availability

The product that I am looking for is out of stock, what are my options?

In case a product is out of stock, you can leave your email on the respective product page. When the product is back in stock, you will immediately receive an email notification with an image and description of your selected product and a link to the product page where you can proceed to buy the product.

I cannot find the product I am looking for, what are my options?

Click here and enter the model number of your product directly into the search field as shown below.

Philips parts and accessories Australia


If you cannot find a product in our shop this can have 2 reasons:

  • Very rare (low demand) parts may not all be listed in the Accessories & Parts Shop, however you can still order these items via webchat of Philips Consumer Care.
  • The product is a service part: parts that require (dis-)assembly of the product to replace are only available through the professional Service Centers in Australia. Find the nearest one here.

I am living in New Zealand, what are my options?
If you are a Philips customer living in New Zealand, please reach out Philips Consumer Care via webchat to discuss how you can purchase the required accessory or part.

 

3. Ordering & Payments

Pricing & GST
All prices are listed in Australian dollars, inclusive of GST. We are not able to make any tax-free sales.

Which payment methods do you accept?
We accept Australian Visa & MasterCard credit cards.

How should I enter my credit card number?
Your credit card number should be entered as a continuous string of numbers without spaces or dashes.

What address should I enter under billing address?
For credit card verification please enter the address exactly as it appears on your credit card statement. A separate shipping address can be entered if it is different from the billing address.

Is it safe to shop online?
Shopping in the Philips Accessories & Parts Shop is safe and secure. 

Your credit card number is entered on a SecurePay server which is encrypted using the latest Secure Socket Layer software (SSL) for secure online transactions.

For your protection, all orders placed must receive approval from one of the accepted credit card providers. We take security measures to protect Philips and you as our customer from fraud and we may perform random security checks on orders. We reserve the right to decline orders that do not pass those checks for any reason. If we need to contact you to verify information, we will hold your order until we can reach you. In some circumstances we may ask you to provide an alternative method of payment. To contact us directly please call Philips Consumer Care at 1300 363 391.

Philips also requires that you have followed all rules and procedures of your credit card provider relating to fraudulent and unauthorised use. 

 

4. Shipping & Delivery

Delivery time
Delivery times are typically within 5 working days for Metropolitan areas and most Regional centers, and up to 10 working days or more for remote destinations.

Delivery costs
A fixed delivery fee of 10 AUD is charged for all orders.

Delivery destinations:
We deliver Nationwide.

Where can I find my tracking number?
You will find your tracking number in the shipment confirmation e-mail from the Philips Accessories & Parts online store.

How can I track the status of my order?
Please click on the tracking link in the shipment confirmation e-mail from the Philips Accessories & Parts online store to find the location of your parcel or check your order status. If you have a problem tracking your order, you can contact Philips Consumer Care webchat.

What if I'm not at home when my package is delivered?
Our Australia post courier will call or text you in the morning of the delivery day of your order to the shipping address you provided. If you are not at home, a collection slip will be left in your letterbox. With this collection slip and your photo ID you can collect the package at your convenience at the nearest post office.

Do you also support MyPost?
Yes we do! Go to the MyPost website of Australia Post and sign up if you want to use this service and don't have an account yet. On the shipping information page of the Philips Accessories & Parts online store please enter the address details of your preferred MyPost collection point. You will receive a notification when your parcel is ready for collection.

 

5. Product Support

Technical support
For most Philips products, we have extensive support information available, such as frequently asked questions, manuals, software, tutorials and more.  For support information, please visit our support pages here.

 

6. Warranty & Returns

Warranty
The warranty details for the purchased Philips product will be listed in the warranty card supplied with the product or please visit www.philips.com.au/warranty to view our warranty card
Please contact Philips Consumer Care for additional support or visit our support information webpage.

What is your Return policy if I change my mind or ordered the wrong part?
Any item that is still in the unopened, sealed and undamaged box can be returned within 14 days of delivery. Please contact Philips Consumer Care for the return address, RMA number and shipping instructions. You are responsible for shipping the item back to Philips. After we receive the item back in good order, we will transfer the amount you paid for the product (excluding delivery costs) back to your account.

What should I do if the product was damaged in transit?
Please check at the time of delivery that your order is correct. The product carton should be sealed, unopened and in good condition. If you are unhappy with the state of delivery, please do not accept it and ask for the courier to return the products to us and notify Philips Consumer Care.
If you take delivery of a product from Philips Accessories & Parts Shop and the carton or contents have been damaged in transit, please contact Philips Consumer Care within 24 hrs of delivery. Our Philips Consumer Care agent will help you with the necessary steps.

What should I do if I received a faulty item?
If you have received a faulty item, please always contact us by phone and our Philips Consumer Care agent will help you with the next steps. 
Please prepare the item in its original packing (if possible), make sure it is well protected to avoid any damage. Check all contents and ensure that all manuals and accessories are returned with the item(s).

 

7. Terms of Use, Terms of Sale & Privacy Policy

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

Privacy policy
You should be aware that by registering you are giving Philips permission to transfer your personally identifiable information from your home country to other Philips divisions or selected companies around the world who may communicate with you about products or special offers you may find useful. Some of these partner companies may repackage the information and use it under rules and conditions specified by Philips. Philips will treat all information in accordance with the Privacy Policy.

Click here for our Privacy policy.