1. Order and Confirmation

How do I place an order?
    • Select the product you want by clicking on the product and add it to your shopping cart by clicking on the "Add to cart" button.
    • To check that your items have been added to the shopping cart, click “View Cart” to verify or to make changes to your order.
    • Click the “Checkout” button to confirm your order.
    • You will be asked to sign in with your email address and password if you have an existing account. For first-time customers, please create an account [by clicking “Create Account”]
    • You will receive an email in your registered email address for verification. Click the “Activate your account” button and you will be redirected to the website.
    • Complete the shipping details – name, address and phone number. For registered account holders, click “New Address” if you want the item(s) shipped to a different address.
    • Click the “Continue to payment” button and select your payment method to pay for your order.
Will I receive an email confirmation of my order?
    • You will receive an order confirmation via email to confirm our acceptance of your order
    • We will notify you via email within 1-3 business days when your order is ready for dispatch or collection.
    • If stock is available for a Product, reasonable efforts will be used to deliver the Product to you within 3-5 business days.

2. Out of Stock

Can I still place an order if the item is out of stock?

    • Yes, you can still place an order if the item is out of stock. However, delivery may take longer. Unless otherwise stated by email/SMS/telephone call, your order will be delivered to you within an estimated 5-7 business days from the date of your order confirmation.
    • We will notify you via email/SMS/telephone call when your order is ready for dispatch or collection.

Does the estimated 5-7 business days for an out-of-stock item include delivery time?”

    • Yes, the estimated 5-7 business days include delivery times. Delivery times vary. Teckwah is not responsible for delays outside of our immediate control, including but not limited to delays related to order processing, credit issues, inclement weather, or unexpected increase in demand.

3. Not able to find the product

What if I can’t find the product I want on the online store?

    • Try searching for the product using relevant keywords and/or the model number of the product.
    • Please contact Philips Consumer Care if you need further assistance.

4. Payment and Refund

What modes of payment do you accept?

    • We accept following the payment options: Visa, MasterCard and PayNow.

Why can’t my payment go through?

In order to ensure a smooth checkout, we recommend checking your credit/debit card details. Please provide the same billing address as per your bank record. Please also ensure the following:

    • Your credit/debit card has not expired and there is sufficient balance available in your accounts.
    • Try clearing your browser's cache and cookies.
    • Try completing the payment again, preferably using a different payment method. If the issue persists, please contact your bank or card issuer.

How will refunds be processed?

    • Please refer to our Terms and Conditions. If you are entitled to a refund, upon confirmation of the refund, you will be required to return the product to us at your own expense. Refund will be processed through your original payment mode within 5-10 working days after returning the product
    • Teckwah reserves the right to change these terms and conditions at any time without prior notice.

5. Delivery, Self-Collection & Order Tracking

Is there a delivery charge?

    • There is a delivery charge based on the weight of the package.
    • There is no charge imposed on orders for self-collection.
Can I change my address after I have confirmed my order?
    • You are able to change the delivery address before orders are shipped out to you. Please contact Philips Consumer Care to change your delivery address.
Can I self-collect my product instead?
    • Yes, an email confirmation will be sent to you once your order is ready for collection. You may collect your order at:
     Philips Consumer Care
     622 Lor 1 Toa Payoh,
     Level 1 Philips APAC Center
     Singapore 319763.
  
     Operating Hours:
     Monday to Friday - 9am to 6pm
     Saturday - 9am to 1pm
     Closed on Sundays and Public Holidays

     Please collect your order within 14 days of receiving confirmation that your order is ready. Please bring a copy (electronic or hard copy) of the email confirmation of your order.
 
What do the following order status mean?
    • “Unfulfilled” – We have received your order and we are processing your order.
    • “Fulfilled” – For self-collection orders, your order is ready for collection. For delivery orders, your order has been picked up by our delivery partner and you can track the delivery status via our partner’s website

How do I track my order?

    • You can visit our delivery partner’s website at https://www.jtexpress.sg/trackmyparcel
    • Search the status of the delivery using the tracking number provided in your order confirmation email.

6. Returns/Exchanges

Can I return/exchange an item?

    • If you have a faulty/damaged item to return/exchange you may contact Philips Consumer Care
    • Returns and exchanges must be made within 7 business days from the delivery of the goods.

7.Cancellation of an order?

Can I cancel an order?

Once an order is placed, we do not allow cancellations unless a Product is out of stock after you submit the order.