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Frequently Asked Questions

Account

What are the benefits of creating an account?

By creating an account, you can:

• Receive notifications about offers and promotions for products of interest

• Track orders in MyAccount

• Save items in the Cart

• Receive promotional vouchers for subscribers

Do I need to create an account to make a purchase on HiHonor?

• You can make a purchase as a guest without creating an account. If you do so, it's important to enter a valid email address when completing the purchase. We use this email to send you details about your purchase, such as your order confirmation (which contains the order number and, if applicable, tracking number).

Order & Purchase

Can I make a purchase over the phone?

• Unfortunately not. You must place your order online.

Can I cancel an order?

• You can cancel an order through your account or by contacting our customer support team within the permitted cancellation/return period.

Can I edit the order information (recipient, address, etc.) after it has been placed?

• Unfortunately not. The order information cannot be edited. Instead, cancel the order and place a different order with the new information.

Can I change a product in the order?

• Unfortunately not. You cannot change the product(s) after the order has been placed. Instead, cancel the order or return the product(s), and place a different order.

The item I would like to purchase is out of stock. Can I still place an order to ensure that I receive the item as soon as it is in stock again?

• Unfortunately not. Our system does not allow for orders of out-of-stock items. We recommend that you subscribe to our newsletter to stay informed about new stock shipments. We try to replenish stocks as soon as possible.

I forgot to add an item to my order. Can I add it to my pending order or do I need to place another order?

• Unfortunately you are not able to add extra items to an order that has already been made. Please place a second order.

The invoice information is incorrect. Can I change it?

• You can change the invoice information within two months of placing the order by contacting our customer support team. After two months, requests will be rejected.

In what time can I pay the order after placing it?

• The order must be paid in 2 hours after placing it.

What happens if I don`t pay the order in time?

• If you don`t pay the order in 2 hours it will be canceled.

What information must I provide when placing an order?

• When placing an order you must enter the full name, valid address & valid contact details

Payment & Financing

I have been double-charged for an order. How do I get my money back?

• If you believe that you have been double-charged, please contact our customer support team.

How long will it take for the duplicate payment to be refunded? What if I do not receive a refund?

• It can take up to 15 days for a refund to be issued, but it is often issued much sooner (within 3–7 working days), depending on the card issuer. If you do not receive a refund, please contact our customer support team.

In what time can I pay the order after placing it?

The order must be paid in 2 hours after placing it.

What happens if I don`t pay the order in time?

If you don`t pay the order in 2 hours it will be canceled.

Shipping

When will my order be shipped out?

• 1–2 working days after the order has been placed, in most situations.

What is the shipping fee?

• FREE Delivery is available on all orders of £99.00 and over. The shipping fee for orders under £99.00 is £6,92 (incl. VAT). The shipping fee amount is displayed on the payment page and in the order confirmation email.

I received an incomplete package, with accessories missing. What should I do?

• Please take a picture of the package and contact our customer support team.

Where can my order be delivered?

•Orders can be shipped only to a valid address from UK

Can my order be delivered to another country?

•Unfortunately we don`t support cross border delivery

Returns & Cancellation

I'm not happy with the product. How do I return it?

• Please make a return request through your account. If you don't have an account, please contact our customer support team. For detailed information about the return policy, please click here.

If I have to return an item, do I have to pay for the postage?

• There is no postage charge for products returned within 14 days of receiving them.

When is the eligible return period?

• You may return your product(s) for any reason within 14 days of receiving them.

I wanted to return a product during the 14-day return period, but was unable to send it at that time. Am I still able to return it?

• If you had informed us of your intention to return the product within 14 days, but exceptional circumstances prevented you from shipping it out at that time, please contact our customer support team.

How do I know if my product is eligible for return?

• A product can be returned within 14 calendar days of receiving it. Please refer to our return policy for detailed information.

How will I receive a refund?

• The money will be refunded according to the original payment method.

How long does it take to receive a refund?

• After the refund request is processed, it can take up to 14 days to complete the refund. However, many refunds are completed much sooner (within 3–7 working days), depending on the card issuer.

I received a different product from the one that I ordered. What should I do?

• Please make a return request and contact our customer support team.

What else should I do before packing the product?

•Before packing the product you must delete all personal data and reset the product to factory conditions

Use & Warranty

I did not receive the user manual.

• You can download the user manual here.

What should I do if I've received a defective on arrival (DOA) product?

• Please make a return request and contact our customer support team as soon as possible.

What should I do if I lost the warranty certificate?

• No cause for concern. You can service a product with only the invoice.

How do I contact the service center?

• Please click here to find the nearest service center, contact information, and opening hours/schedule.

How can I find out if my product has been repaired?

• Please contact the service center where you had shipped the product, to receive information on the status of the repair.

How do I ship a product for servicing?

• Please click here to find the nearest service center. For more information, please contact our customer support team.

The product I purchased has a malfunction. How can I initiate a repair under the warranty?

• If your product is within the two-year warranty period, please click here to find the nearest service center and contact information. For more information, please contact our customer support team.

What should I do if I did not receive the warranty certificate?

• No cause for concern. You can service a product with only the invoice.

What should I do if I did not receive an invoice?

• You can download the invoice through your account, or contact our customer support team to request an invoice.

How long does it take to repair a defective product?

• Defective products are repaired within 14 days.

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