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FAQ

Updated:2020-11-04

FAQ

Here are some frequently asked question by the Customers which can help you in understanding Honor site better and it will help you in improving your experience.

Purchase & Order

  1. How to make an order?

You can login with your registered ID and password. The flow chart to buy on Honor Online Store.

1) Login: Login with your ID and password.

2) Select the Product: You can choose the product that you wish to purchase.

3) Buy: Please select the “Color”, “Memory Size” and “Quantity” you wish to buy, and then click "Buy Now”; you can also click “Add to cart” and then checkout.

4) Checkout: Fill in the address and contact number, select shipping and billing address and add the address. You can also use pre-existing address and go for checkout.

5) Place Order: Click on Proceed to Checkout once you are done shopping, or Continue Shopping if you so wish. Click on Apply Coupons, if applicable, and submit the order.

6) Make Payment: You can select the payment method. Review your order and click Pay Now.

7) Successful Placed Order: After payment, the order will be successfully placed.

  1. Why am I failed to submit my order?

Failure in submitting an order may be caused by the following reasons:

a) Incomplete order information

b) Network delay

  1. How can I know that there is stock available?

You will see “Buy Now” or “Add to Cart”, if there is stock available. If it shows “Out of stock” and you will not be able to place order.

  1. Can I call the customer service hotline to purchase? Can I buy via telephone call?

Honor Online Store is an e-commerce platform. Honor does not support telephone purchase.

  1. Can I only pay when goods arrived? Cash on delivery?

Currently, Honor does not apply this policy.

  1. Can Honor deliver my purchase to overseas?

All Honor purchases must be delivered within Malaysia only.

  1. Can I change my email or contact number after registration?

Yes, you need to log in and click User Center after moving your mouse over the people icon in the right corner, select Account & security, click CHANGE icon and enter the SMS code, then associate new phone number or email address, after fill in the code, click CHANGE.

  1. Can I combine several orders that I have purchased?

Sorry, currently our system does not support this function. If you have not make payment, you are advised to cancel the order and re-submit a new order.

  1. Can I de-register my account?

Yes, you need to log in and click User Center after moving your mouse over the people icon in the right corner, select Privacy centre, click Delete account, enter password and click NEXT, read Deletion Terms &Conditions and click agree to the above terms, then click AGREE.

  1. Can I request for discount?

All products are sold according to price shown on Honor Online Store. There is no bargaining allowed.

  1. How can I view / obtain my order number?

To obtain your order number, please log in to your Huawei account on Honor Online Store and click My Orders. It is at the top of the web page, and you can see your order number displayed on the page.

  1. How can I check my order status?

To track your order on Honor Online Store, perform the following operations:

1) Log in with you ID and password

2) Click My Orders after moving your mouse over the people icon in the right corner

3) Select the order you want to track

You will see the status of your order.

  1. What if I can't query the order status?

Please contact our customer service representatives through our hotline and prepare your order number before calling or you may contact our agent from 9am to 9pm daily.

  1. How can I modify my order

1) Change color or other specs

• If your order is NOT paid, cancel the order first and make another one.

• If your order is paid, you can’t change your order.

2) Modify my shipping address, contact number or name

• With Tracking ID: Contact our agent to change your address. The new information will take effect within one day but it may not update timely on your side.

• Without Tracking ID: Unfortunately your address is not changeable. You can arrange for someone to collect the parcel on your behalf.

  1. Can I add products to a placed order?

Unfortunately, adding products to a placed order is not supported. In this scenario, you would need to place a new order.

  1. How to cancel my order?

If your payment is paid and confirmed, it doesn't support to cancel.
If you don’t make the full payment within 2 hours after placing the order, your order will be automatically canceled.
Please contact our agent if you have any other doubt on order cancellation.

  1. Will the voucher be returned after the order is cancelled?

Unfortunately, we do not support voucher return for cancelled order. You can reach our customer service representative through hotline at 1800-22-3366 or contact our agent (9am to 9pm daily) for more assistance.

  1. Can I resume a canceled order on Honor Online Store?

If the current order payment status is Unpaid, the order will be cancelled automatically after two hours without payment. You can make an order again.

  1. What if I failed to cancel my order?

Don't worry. If the current order payment status is Unpaid, the order will be cancelled automatically after 2 hours without payment. You can make an order again. If the order has been paid, it doesn't support cancel.

Payment

  1. How can I make payment?

1) Click on Apply Coupons, if applicable, and submit the order.

2) Once you have successfully placed the order, you can select the Payment Method.

3) You may review your order details and once done, proceed to the MAKE PAYMENT option.

  1. What are the available payment methods?

The available payment method for Honor Online Store purchases would be the FPX (Online Banking) payment method and Credit Card or Debit Card payment method.
Please note that you may only use the Malaysia credit/debit card or Malaysia online banking to make the payment, and payment installment is not supported.
You can check the latest supported payment methods with our customer service representative through hotline (1800-22-3366) or contact our agent (9am to 9pm daily).

  1. Does Honor set any maximum transaction limit?

Transaction limit is set by your corresponding bank. If you have any questions, you are advised to consult your corresponding bank.

  1. Can I make separate payment if the amount of payment for an order exceeds the payment limit?

Payment for an order can only be made once. You are advisable to contact your corresponding bank to increase your maximum transaction limit.

  1. If I want to cancel the order after payment, how can I get refund?

Currently we do not support Refund policy if the product does not have quality problems.

  1. Is the delivery charge amount displayed in an invoice?

It depends whether your order is being charged for a delivery fee. For example, if purchases worth less than RM300, the invoice includes the delivery fee, the amount will be displayed. If purchases worth more than RM300, delivery is free.

  1. Can you assist me to change the information in the invoice for office usage or any others?

Sorry, invoice will only state the model, quantity and amount that you have purchased and cannot be changed.

  1. Am I entitled to the warranty service if I lost my invoice?

Don’t worry, you may provide the serial number attached on the machine to our after-sales service representative. They will be able to track in our system whether it is still within warranty period.

  1. If one order includes multiple mobile phones, can the invoice be generated separately for each mobile phone?

By default, there is only one invoice will generate for each order. We will not generate separately for each mobile phone.

  1. I have made a bank transfer and I still have not gotten my confirmation email?

You should receive your confirmation email within the same day. If you've not received the email, please contact our agent or call our customer service at 1800-22-3366 from 9am to 9pm daily.

  1. Is there any installment plan on Honor Online Store?

Currently, installment is not available as a payment method for Honor Online Store.
We would recommend you to use FPX payment method where you will be able to use your debit banking account to make purchases. It is faster and simpler.
For further information about order and payment methods, please tap here.

  1. Can I pay when goods arrived?

Unfortunately, Honor does not support cash on delivery payment method at the moment.

  1. Can I combine several orders that I have purchased?

Sorry, currently our system does not support this function. If you have not make payment, you are advised to cancel the order and submit a new order.

  1. What if I was charged an incorrect amount?

If you have been charged an incorrect amount for your order, please contact our agent (9am to 9pm daily) and provide your order number and proof of payment.

  1. What if I can’t make a payment on Honor Online Store?

If you fail to make a payment on HONOR Online Store, please contact our agent directly and prepare your order number before calling.
Please note that the available payment method for Online Store purchases would be the (FPX) banking payment method and credit card payment method as of this moment. Only local bank cards are supported. If you use the payment other than these above, the order could not be paid.

Shipping

  1. Delivery Partner and Service

Honor Online Store Delivery partner:DHL e-Commerce
Delivery area:The entire Peninsular Malaysia and certain locations in East Malaysia.

  1. Delivery charges for purchasing on Honor Online Store

For Honor Online Store, free delivery is only applicable for purchases above RM300.
For purchases worth less than RM300, delivery charges will be RM15.

  1. Where are my goods shipped from?

Honor goods are shipped from our warehouse in Malaysia.

  1. Can I reject the parcel when purchasing online?

You are not advised to reject the parcel. You can talk to our agent to amend your shipment information or for further assistance.

  1. Should I pay for the delivery charges if I reject the parcel?

Delivery charges will not be returned if you reject the parcel to return the device. If you have more questions, Please contact our agent (9am to 9pm daily) or reach our hotline customer service representative at 1800-22-3366 and prepare your order number before calling.

  1. Can I choose the delivery time?

Please contact with our delivery partner DHL for further help. They will do their best to support you.

  1. What if I haven't received my free gift?

The Free gifts may be delivered separately to you. Please contact our agent (9am to 9pm daily) or reach us through Honor Hotline Service at 1800-22-3366 to know more about your order delivery status.

  1. What can I do if my items have not arrived yet?

You may check the delivery status at DHL official website: https://ecommerceportal.dhl.com/track/

If your order is not delivered within a timeframe under normal condition, you may:

• Contact our agent (9am to 9pm daily)

• Contact us via Honor Hotline Service at 1800-22-3366 or email at my.support@hihonor.com with your order number prepared in advance.

  1. Can Honor deliver my order to overseas?

Please note that currently all Honor online store purchases should be delivered within Malaysia only.

  1. Can my order be delivered to an office address?

Sure. Please enter the address at Shipping Information upon checkout.

  1. What if my parcel get lost during transportation?

Please contact our customer service representative hotline at 1800-22-3366 or human agent (9am to 9pm daily) or email at my.support@hihonor.com. Kindly prepare your order number before transferring or calling.

  1. What if the device get damaged during transportation?

Please refuse the parcel if the package was seriously damaged and please also contact our customer service representative hotline at 1800-22-3366 or agent (9am to 9pm daily) or email at my.support@hihonor.com within 24 hours after the parcel arrived and prepare your order number before transferring or calling.

  1. The system displays that the parcel has been received after it was rejected

Please contact our customer service representative hotline at 1800-22-3366 or agent (9am to 9pm daily) or email at my.support@hihonor.com and prepare your order number before transferring or calling.

Returns

Honor will accept the return of the products that are damaged during transit, wrongly delivered, wrong product, incomplete package etc. In case of physical damage of a product Honor would require a photo to be emailed to support.my@hihonor.com in mentioning your order number.

Replacement

  1. How to replace:

If you purchased the product in retail store, please go to the service center to apply for replacement.
If you purchased the product on the online store, please contact our customer service representative hotline at 1800-22-3366 or agent (9am to 9pm daily) or email at my.support@hihonor.com for further assistance.
Please back up and then delete your personal data before returning the device.
Make sure the conditions are met in Warranty Policy.

  1. Can I return the device without reason?

Sorry, we do not support return or exchange the device without reason after purchasing online.

  1. Can I change the free gift?

The free gift cannot be changed (first-come-first serve basis) if you have paid for the product in full or have received the product with the gift successfully. If you have any feedback on the free gift, please contact us at 1800-22-3366, or our human agent (9am to 9pm daily) or email at my.support@hihonor.com for further assistance.

  1. What do I need to replace my product?

If your device was purchased within the last 7 days, kindly send back the below:

• Complete host and accessories

• Complete packing box

• Non-altered invoice

For further assistance, please contact our agent (9am to 9pm daily).

  1. Can I have my device returned without accessories?

You can't return the device without accessories. It is recommended that you check whether the device and accessories are complete, the packing box is complete, and invoice is without altering before returning the device.

  1. Time to get a replacement once exchange application is approved on Honor Online Store

You will receive the replacement product within 7 working days once the return product reaches our warehouse (depending on stock availability under normal condition).

  1. Will there be any delivery fee incurred for replacement or return?

Delivery fee shall be borne by Honor provided that the product meets our Return & Exchange policy. Honor reserves the right to charge customer on delivery fee for unreasonable Return & Exchange.

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