Here are some frequently asked questions by the customers which can help you in understanding HONOR site better and it will help you in improving your experience.
1. Your Account
What are the benefits of creating an account?
There are many benefits you can enjoy by creating an account, which include:
• Receiving promotion vouchers for subscribers.
• Receiving notifications about offers and promotions for products of interest.
• Tracking orders in My Account.
• Submitting return/replacement requests in My Account.
• Canceling a paid order in My Account.
How do I register?
The easiest way is to click here.
• Go to HONOR website.
• Click the Login icon on the HONOR
• Select login method..
You can Login with a third-party account.
What should I do if I forgot my password?
You can click here to reset your password.
• Click the Login icon on the HONOR website.
• Select Forgot password or click More and go to Security center to reset your password.
How can I change my Account information?
When you register with your e-mail address:
• Log in and go to My Account.
• Click the > icon under DASHBOARD or select Profile.
• Click EDIT under MY INFO.
When you register with your phone number:
• Log in and go to My Account.
• Select Profile.
• Click EDIT under MY INFO.
• Click the Login icon on the HiHONOR website and select More.
• Click Change phone number.
Do I need to create an account to make a purchase on HONOR?
No. You can also make purchases on the HONOR website as a guest without having to register an account. If you do so, it's essential that the contact details are accurately completed. We use these details to send you your order information and contact you for any matters relating to your order.
2. Order and Purchase
Can I make a purchase through the hotline, live chat, or by email?
No. We are only able to accept orders made via the website or app.
When should the order be paid?
Payment needs to be completed within 120 mins. Otherwise, it will be canceled automatically.
How do I know if an item is in stock?
When an item is in stock, the BUY NOW or ADD TO CART buttons will be available. If an item is out of stock, you will see the "THIS PRODUCT IS CURRENTLY OUT OF STOCK" message instead. In this case, you can click Notify me to let you know when the item is available.
Can I cancel my order?
You can cancel a purchased product before it's packaged in the HONOR warehouse. You can apply for cancellation by going to My Account after logging in. For guest orders, please contact HONOR service support to better support your request.
How can I track my order?
When using your third-party Account:
• Log in to your account and go to My Account. Click Orders and select the order you want to track. You will then be able to see the status of the order.
When using Guest Checkout:
• Click TRACK ORDER on the HONOR website and enter the details of your order. You can then view the status of your order by clicking VIEW ORDER STATUS.
Can I edit the order information (recipient, address, etc.) after payment?
No. You can't edit order information after payment.
Can I add another item to a placed order?
No. You cannot add extra items to an already placed order. You would have to place a new order.
What kind of personal information do I have to provide when placing an order?
When placing an order, you are required to enter the full name, valid address, and contact details of the recipient.
Where can I find my discount codes?
Go to My Account and click Coupons to view your discount codes.
3. Payment and Financing
What payment methods are available on the HONOR Online Store.
Currently available payment methods are:
Credit/Debit Card: Visa, MasterCard, American Express
*We mainly accept bank cards issued by EEA countries. Card issued in other regions may be rejected.
Does the HONOR store have a maximum amount of payment?
There is no maximum payment limit for both Personal Orders and Company Orders.
Can I split the payment into several parts if the order exceeds my purchase limit?
What should I do if I was charged the wrong amount?
If you believe that you have been charged an incorrect amount for your order, please contact our HONOR service support and provide with the order number and proof of payment.
How long does it take for the payment to be refunded? What if I do not receive a refund?
We will process your refund once the item comes back to us. It will normally take 7 – 14 working days for the refund to appear in your bank account, depending on your card issuer. If you do not receive the refund within this time period, please contact our HONOR service support.
If I want to cancel my order after paying, how can I get the money back?
If you cancel your order or return your product within 30 days, the money will be refunded with the same method of payment.
Can the invoice information be changed for business use or other reasons?
We may change the information on an existing invoice for you. It is also possible to change personal invoices to business invoices and vice versa. Please contact HONOR support Team first for modification of information.
To have the invoice information changed, you’ll need to contact our HONOR Support Team. Please include your order number and the changes that you wish to be made to the invoice.
Can an invoice be created separately for each item in an order with multiple products?
By default, there is only one invoice created for the entire order. The system does not allow creating separate invoices for each item. If you need an individual invoice for each item, you’ll need to order each item separately.
I have been double-charged for an order. How do I get my money back?
Please contact the HONOR service support if you encounter any payment issues.
What should I do if I don't receive an invoice?
Perform the following steps:
• Please check on the HONOR login page to ensure that your personal details are correct.
• You can download the invoice through your account.
• Alternatively, contact the Hihonor service support to request an invoice.
What do I need to make a warranty claim?
We suggest that you use the invoice. You can download your invoice from the Orders page in your HONOR account or from the invoice email which was sent to you.
What does Deferred Payments in 3 Installments mean?
Deferred Payments in 3 Installments corresponds to interest-free financing of the total purchase amount in 3 independent payments with a maximum period of 60 days. Options are also available for purchases over £100.
Is the process complicated? What is the estimated time to receive an approval?
Normally 5 to 7 minutes. You only have to complete your online application and attach a copy of your identity document (DNI/NIE, Passport or driving license).
Which products support deferred payments?
All products, as long as the amount of the order is greater than £100.
Which bank cards can I use?
Klarna accepts any credit/debit card, except American Express, and does not accept foreign or virtual cards.
Klarna has approved my financing. When will my card be charged?
Once the financing request is approved, Klarna will issue the charge for the first installment at that moment, and later the charges will be made 30 and 60 days from the first charge.
Can I return the product if I buy it with deferred payment in 3 installments?
Yes, the return policy applies to all products. If you make a complete return of all items paid for with Klarna, you will receive a refund of the amount already paid. For more details, you can consult here: https://www.klarna.com/en/customer-care/how-long-refunds-take/
Why has my deferred payment failed or was rejected?
If you are informed that your application has not been accepted, please contact Klarna for further details of the case on 911 391 220
When will my order be shipped out?
If the items are in stock, generally 1–2 working days after the order has been placed. We will inform you if any items are temporarily out of stock or require more time to be delivered.
What is the shipping fee?
Free delivery is available for all orders over 69.99 GBP. For orders up to 69.99 GBP, the shipping cost is 3.99 GBP (VAT incl.). The shipping fee amount is displayed on the payment page and in the order confirmation email.
Which delivery company does HONOR use?
Can I change the shipping address for my order?
Once your order has been made ready to ship or shipped, we may not be able to change the delivery address. If the order has already been accepted by the carrier, you can contact them directly and change your delivery address if possible.
If you haven't received the shipping notification email, please contact HONOR Customer Service.
Track your order
For carrier deliveries you can track the status of your order at any time via the online Order Status.
If you discover the damage after receipt, please contact the Hihonor support team as soon as possible. We also recommend that you take photos of the damage as evidence.
On the Account page, you can view the current status of your order, view the items ordered, see estimated dispatch and delivery times, and track your delivery.
I placed a bundle order, but I didn't receive all the items. What should I do?
Please contact the HONOR service support immediately for assistance.
What should I do if my goods are damaged during shipment?
If your goods show signs of damage when they are delivered to you, we suggest that you should not sign or accept the package.
If you discover the damage after receipt, please contact the HONOR support team as soon as possible. We also recommend that you take photos of the damage as evidence.
Where can my order be delivered?
Sorry, we do not deliver to addresses outside the UK and we are unable to deliver to Jersey, Guernsey and Isle of Man addresses.
Can I pick up my order at Customer Service Center?
Sorry, we do not support this.
Do I have to pay shipping costs when returning or replacing a product?
If you want to return your product within 30 days without reason, you will receive a return label offering the pick-up service, which you can use to ship your product(s) back to HONOR free of charge. If you don't use the return label provided by HONOR, you may need to cover the shipping cost by yourself. Please note that we only provide one return label for each order. Therefore, if you need to return product accessories back to us, you will need to cover the shipping cost by yourself. When you send back your product(s) because it is defective and you have a valid claim under the relevant consumer protection laws, you will not be charged for the return.
5. Returns and Cancellation
How long is the No Reason Return (withdrawal) period?
You have 30 days to notify us if you wish to return a product. Generally, this starts on the day following your acceptance of the delivery. Please see the Terms and Conditions of Sale for more details.
I want to return a product during the no reason return period but was unable to send it at that time. Am I still able to return it?
Don't worry, you have additional 30 days to send the product(s) back to us after you have informed us of your wish to return the product(s). The 30-day period starts on the day after you submit your wish to return the product(s). Please see the Terms and Conditions of Sale for more details.
I haven't received the return label, what should I do?
Please contact the HONOR service support. We will either send you the label again or create a new label for you.
Can I return a portion of my order?
Yes. You can return some of the products in your order while keeping others. However, if you ordered a bundle or have received a gift with your order, you may have to return the bundle or gifts to receive your full refund. Please see our Return Policy or Terms and Conditions of Sale for more details.
Can I replace my products?
If it has been more than 30 days after you received your order and you want to replace your product(s) with a different type of product, we suggest that you return the products to get a refund, and then place a new order for the products you want.
What happens if I don't return a product in full (e.g. didn’t return the accessories)?
If any parts(s) or item(s) of a product are not returned, we may deduct an appropriate amount from the refund. If you return the missing item(s) at a later date, you must bear the shipping cost by yourself.
When and how will I be refunded?
Please see the Refund details in our Return Policy.
What actions should I perform before packing a product that I want to return?
If the product is a phone, please restore the phone to its factory settings to ensure all personal data is removed.
This can be done by going to Settings > All > Backup & reset > Factory data reset on the phone.
What should I do if I have lost the warranty certificate?
We base our commercial warranty status on the device's SN number. In case of a claim, you will also be able to use the invoice as the basis for your warranty. Please check Warranty Policy for more details.
How is a warranty period defined?
Please see our Warranty Policy for details
How do I find the HONOR service support?
Please click here for more information about the Hihonor Customer Service Center, including contact information and opening hours.
How do I enquire the repair status of my product(s)?
Please contact HONOR service support to receive information on the repair status of your product(s).
How long does it take to repair a defective product?
It may take up to 30 days, however, we strive to have all repaired products back within 7 to 10 days.
Are there any costs for warranty repair if the device is repaired within the warranty period?