For a better user experience, please use the latest version of Internet Explorer or switch to another browser.

Delivery Policy

1. DELIVERY OPTIONS

Delivery is free for all orders over RM100. You will also find the applicable delivery costs at the order checkout when you purchase online or on the Order Confirmation Email send by Huawei. The Product(s) will be delivered to the delivery address you specify in your order. Signature may be required to receive your item.

There are different delivery options available in Malaysia.

• Home Delivery

Huawei has partnered with DHL eCommerce to provide on-time shipping and delivery for better customer experience in Malaysia. DHL eCommerce services currently cover the entire Peninsular Malaysia and certain locations in East Malaysia.

Under normal circumstances, the ordered goods will be delivered within 3 working days after payment for Peninsular Malaysia (except Langkawi) and within 6 working days after payment for main cities in East Malaysia and Langkawi. However, these estimated delivery dates are indicative only and we reserves the rights to extend estimated delivery dates.

*Note: working days is according to Kuala Lumpur calendar, excluding the date of payment and local public holiday.

**In addition to Full Movement Control in the country: some areas have also been placed on Enhanced movement control order (EMCO).These areas are generally barricaded & controlled by the Armed Forces. Entry is prohibited even for Essential Services. For such Parcels, we will:

1) Attempt to call customer if reachable, and see if Redirection or Self Collection is possible & action accordingly.

2) Keep on hold in DHL Depots for 8 days for any other Redirection or Self Collection requests. After 8 days, the parcel will be returned back to us.

Latest list of all EMCO areas can be seen here.

The safety of our Customers and Staff is of utmost priority and we are committed to following all necessary guidelines to play our part in fighting COVID. As mentioned earlier as well, these guidelines will impact speed of service with a 1-2 days delay for few shipments. While we will make all necessary efforts to minimize this impact; we request your patience & understanding on this.

For more information and query related to Redirection or Self Collection, please contact our Customer Service Hotline at 1800 22 0086.

*** For Huawei Vision S, our authorized Service Provider will contact you to schedule for delivery and installation. Additional charges will be applicable and charged by the Service Provider if you require wall-mount services.

For more information, please refer to our Additional terms for HUAWEI Vision S which shall be applicable to your purchase of Huawei Vision S.

• Shipment by Retails Partners

You may choose “Shipment by Retails Partners” option for certain products and then select specific offline Store Partner to pick up the purchased Products. When you choose “Shipment by Retails Partners”, you acknowledges, understands and agrees that all related orders, purchases and transactions on the Platform are between you and Partner and agree to the separate TERMS & CONDITIONS of the respective Activity Rules. Upon successful payment for the Huawei Product ordered, you can contact the selected Partner for pick up arrangement of the ordered Huawei Product. You must collect/accept delivery from Partner selected of the ordered Huawei Products within seven (7) days from the date of Payment Confirmation email is sent to you.

If you have not received the Product(s) within the estimated delivery time, you should contact us via our website or by email or by telephoning the Customer Call Centre (details are available here: Contact Us). Orders can be delivered only in Malaysia. We don`t support cross border delivery.

Please note that it might not be possible for us to deliver to some locations. If this is the case, Huawei will inform you using the contact details that you provide to us when you make your Order and arrange for cancellation of the Order or delivery to an alternative delivery address.

If delivery or collection is delayed through your unreasonable refusal to accept delivery or if you do not accept delivery or collect the Product from the Courier Service provider within two weeks of Huawei first attempt to deliver the Product to you, then Huawei may (without affecting any other right or remedy available to us) do either or both of the following: a) charge you for Huawei reasonable storage fee and other costs reasonably incurred by us; or b) no longer make the Product available for delivery or collection and notify you that Huawei are immediately cancelling the applicable Contract, in which case Huawei will refund to you or your credit/debit card company as applicable, any money already paid to us under the applicable Contract, less Huawei reasonable administration charges (including for attempting to deliver and then returning the Product).

For more information, please contact Huawei Customer Service.

2. EMAIL NOTIFICATIONS

We will send updates by Email, so you can stay updated on your delivery or pickup order. The number of messages you'll receive will vary depending on the orders you placed.

3. CHANGE ORDER

Once your order has been prepared for dispatch or has been dispatched, you may no longer change the delivery address. If the order is with the courier service provider you can contact them directly and they will amend your delivery address where possible.

If you have not received your dispatch notification Email, please contact Huawei Customer Service.

4. TRACKING ORDER

For courier deliveries you can track the status of your order at any time via the online Order Status.

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.

For alternative ways to view your current parcel status, please visit https://ecommerceportal.dhl.com/track/

5. QUESTIONS ABOUT YOUR MISSED OR DAMAGED ORDERS

• Missed a delivery:

In the event that no one is available at the address at the time of delivery, you will need to contact the Courier Service provider or Huawei Customer Service to arrange a new delivery time/address and maybe subject to additional delivery charges.

If the estimated delivery date showed in your dispatch email has passed and you have not received your parcel, please contact Huawei Customer Service. We will investigate with the courier service provider and strive to deliver your order as soon as possible.

• Damaged orders:

If your item is damaged when you receive it, you can refuse the delivery. If you only find damage after receiving the delivery, please call Huawei Customer Service. In the event of a damaged delivery, Huawei will contact the Courier Service provider directly to resolve the issue as quickly as possible and with the least inconvenience to you. We will make every effort to keep you informed of the progress of our investigation and to provide you with a replacement after we verified the damage and confirm you eligibility for a product replacement.