FAQs

Ordering

These questions refer to what to do if an order is missing or has the wrong item.

How do I cancel my order?

Please carefully review your order before submitting. To ensure that your order is delivered as quickly as possible, we immediately process all orders automatically. As a result, it is not possible to cancel or change your order between the time of ordering and delivery.

If you wish to return your order once you receive it, contact the Yoose support team by clicking here. We will provide a return label to send back your product for a full refund.

How do I track the status of my order?

You can easily track the status of your order yourself by clicking here. Enter your order number and e-mail address and click on "search order".

My order has been automatically cancelled

We may occasionally have to cancel an order. The most common reason for that is that the product is out of stock at the moment of shipping. Should that be the case, you will be notified by email. We kindly advise you to place your order again by choosing a different product or different version of the same product. It is not possible to place an order for a product that is out of stock. Any charges that may have occurred will be automatically refunded. We apologize for the inconvenience.

Payments

These are about what types of payments are accepted, and how to rectify a problem when a payment goes wrong.

My payment has failed

In order to prevent payment failures, we recommend you make sure the billing address you provided matches with the address your bank has for you. Also ensure your credit/debit card is not expired and has enough available balance. Clearing your browser's cache and cookies might also help. We recommend you try your order again, preferably with a different payment method. If the issue persists, please contact your bank or card issuer.

How can I download my invoice?

You will receive your invoice via email within 1-2 business days from placing your order. Once available, you can also download your invoice in your Philips Shop account. Log in to your account. Click on ""View your order history."" Select your order number and then click on the invoice to download it.

Prefer to access your invoice without an account? You can insert your email and order number here. Then click to the bottom right and download your invoice.

How can I redeem my discount promotional code?

You can redeem your discount promotional code by entering the code in the "Enter Discount Voucher Codes" field, then click 'Apply' during checkout. You can only use one promotional code per order. Some promotional codes may not be valid for certain product categories or already discounted products.

Delivery & Returns

These questions are all about delivery. Also, about the returns policy.

When will my order be shipped?

We deliver within the US in 2-5 business days for FedEx Ground shipments. If you order multiple products, your products may be shipped separately.
Spare parts delivery times are between 3 and 9 business days and are delivered separately as they originate from a different warehouse.

How can I track the delivery of my order?

Once your order has been shipped, you will receive a Tracking ID number by e-mail from us. With this number, you can track the delivery of your order. Please note you may receive multiple Tracking ID numbers if your order is shipped in multiple shipments.

If you are not available at the time of delivery, your order may be delivered to either a neighbour or a FedEx collection point nearby. You will always receive a letter from FedEx in the letter box stating where you can pick up the package from.

How do I return a product?

You can return your product for free within 30 days from purchase. Simply follow the below steps to use our Do It Yourself (DIY) Return Portal.

1) Login to your Yoose Account and click on ‘View active order history’ then select the order you would like to return. or If you do not have a Yoose Account, please go to the following link to create your return and enter in the email address used to place the order and order number.

(Please note: if the order does not have the option to return you may have lapsed the 30-day return window.)

2) Ensure the check box to the left of each product you would like to return is selected and update the quantity drop down to the number of units you are returning.

a. If you are returning multiple products, please make sure they fit in one box. If you need to ship back multiple boxes, please create separate return requests for the items in each individual box.

3) Click on the Return products button

4) Select if you would like to exchange the product for a replacement of the same item or return for a refund (Please note if refund is the only option displayed it means we are out of stock and cannot offer a replacement at this time).

5) Select the reason for return from the drop-down list.

6) You will then see packing instructions and a link to download your FedEx return label. Your return label will be emailed to you as well (Please note in some instances you will be instructed to confirm disposal of the item instead and you’ll receive an email confirmation for your refund or replacement).

a. Please be sure you pack all items into one box if you are returning multiple products.

7) Next Yoose will show you the FedEx drop off location closest to you. You can also search in a different area if needed.

8) Once the returned product is received and checked by Yoose, the refund or replacement will be issued, and a confirmation email will be sent to you.

9) The refunded amount will be transferred to the original form of payment 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.
To return or cancel your subscription order, please visit your subscriptions account here.