FAQ

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FAQ

1 Your Account

What are the benefits of having a Huawei ID account for the Platform?

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 Your Account.

How do I register a Huawei ID account for the Platform?

The easiest way is to click here.

Alternatively:
• Go to website.
• Click this icon login image on the website and click Login / Register.
• Select Register.
You must provide a valid email address or phone number to complete your HUAWEI ID registration.

What should I do if I forgot my password?

You can click here to reset your password.
Alternatively:
• Go to website.
• Click this icon login image on the website and click Login / Register.
• Select Forgot password?.

Do I need to login to my account to purchase?

Yes, you need to login to your account to complete your purchase.

2 Order and Purchase

Can I make a purchase through the hotline, live chat, or by email?

No. We only accept orders made via the website or app.

When will I get an order number?

You will get an order number after the order is submitted.

How Can I View / Obtain My Order Number?

By logging into your Huawei account and go to My Orders. Select the order you want to track. You will then be able to see your order number display on the top of the web page.

How can I track my order?

• Log in to your account by using your HUAWEI ID and go to My Orders.
• Select the order you want to track. You will then be able to see the order status of this order.

How do I know if an item is in stock?

When an item is in stock, the Add to Basket buttons will be available. If an item is out of stock, you will see Notify me instead. In this case, you can click Notify me to let you know when the item is available. Please note that we cannot guarantee how long the stock will last and if the item is out of stock again, you’ll need to sign up again to be notified.

Can I edit the order information (recipient, address, etc.) after payment?

No. You cannot modify your order information after the order is submitted. Please kindly contact our Customer Service.

Can I add another item to a placed order?

No. You cannot add extra items to a 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, a valid address, and contact details of the recipient.

Can I Combine Several Orders That I Have Purchased?

Sorry, currently our system does not support this function.

3 Payment and Financing

What payment methods are available on Huawei Store?

Currently available payment methods are: Credit Card/Debit Card, Online Banking (FPX), RHB (Installment), Maybank Visa/MasterCard (Installment), Maybank AMEX (Installment) and CIMB (Installment). For Online Banking (FPX) method, you may choose bank from the supported list including Maybank2U, CIMB Clicks, Public Bank, AmBank, Hong Leong Bank, HSBC Bank, OCBC Bank, UOB Bank, BSN, Standard Chartered, RHB Bank, Affin Bank, Alliance Bank (Personal), AGRONet, Bank Islam, Bank Muamalat, Bank Rakyat and KFH.

Can I pay by installment plan?

Yes, you may choose RHB (Installment), Maybank Visa/MasterCard (Installment), Maybank AMEX (Installment) or CIMB (Installment).

What should I do if I cannot complete the transaction while using installment payment, e.g. payment error / issue?

Please save the screenshot of the webpage error and contact online chat customer service for assistance with necessary order information.

Can I pay off my installments in advance?

Please contact your issuing bank for assistance.

What Do I Need To Make FPX Transaction?

You need to have an Internet Banking (E-Banking) account with your bank. For specific procedures, please consult your corresponding bank.

Does Huawei Set Any Maximum Transaction Limit?

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

What should I do if I was charged for the wrong amount?

If you believe that you have been charged for an incorrect amount for your order, please contact our Customer Service and provide the order number and proof of payment.

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.

Can an invoice be created separately for each item in an order with multiple products?

By default, only one invoice will be issued for one order. The system does not allow separating invoices for each item. If you need separate invoice for each item, you’ll need to make your purchase separately.

Why I Still Haven't Gotten My Confirmation Email after Making A Bank Transfer?

You should receive your confirmation email within the same day. If you've not received the email, please contact our customer service.

4 Shipping

When will my order be shipped out?

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.

What is the shipping fee?

FOC (Free of charge) for purchases above RM100. For purchases worth less than RM100, the charges will depend on the delivery location, with the additional amount being displayed by the system during Checkout.

Which delivery company provides services for Huawei consumers in Malaysia?

Huawei has partnered with DHL eCommerce to provide on-time shipping and delivery for better customer experience.

Where can my order be delivered?

DHL eCommerce services currently cover the entire Peninsular Malaysia and certain locations in East Malaysia. For more related information, please contact our Customer Service.

Do you deliver during weekends and holidays?

No, the delivery will only be fulfilled from Monday to Friday (working days).

Can I change the shipping address for my order?

Once your order has been prepared for dispatch or has been dispatched, you will no longer be able to change the delivery address. Please contact Huawei Customer Service for assistance.

I placed an order of bundled products, but I didn't receive all the items. What should I do?

Please contact Huawei Customer Service for assistance.

What should I do if my goods are damaged during shipment?

If you item is damaged when you receive it, we suggest you to refuse the delivery. If you discover the damage after receipt, please contact Huawei Customer Service as soon as possible. We also recommend that you take photos of the damage as evidence.

Can I pick up my order at a Huawei Customer Service Center?

No, pick up service for online order is not available at the moment.

Will There Be Any Freight Fee Incurred For Replacement?

Freight fee will be borne by Huawei provided that the product meets our replacement policy. Huawei reserve the right to charge customer on freight fee for unreasonable replacement. You may contact Huawei Customer Service to confirm the shipping cost if there is any.

Why did I receive my order in separate deliveries?

A single order for multiple goods may be delivered separately due to the size of the package, the number of batteries, etc.

Can I schedule the delivery based on my availability to receive the package?

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

My order status says ‘Delivered' but I haven't received my item

Please contact the Huawei Customer Service for assistance.

5 Warranty

What should I do if I have lost the warranty certificate?

We base our commercial warranty status on the device's SN number. In the case that you lose your warranty certificate, you may use the invoice as the basis for your warranty.

How is a warranty period defined?

Please see our Warranty Policy for details.

How do I find the Huawei Customer Service Center?

Please click here for more information about the Huawei Customer Service Center, including contact information and opening hours.

How do I enquire the repair status of my product(s)?

Please contact the Huawei Customer Service Center to receive information on the repair status of your product(s).

Are there any costs for warranty repair if the device is repaired within the warranty period?

Repairs performed under commercial and legal warranties are free of charge. For more details, please see our Terms and Conditions of Sale and Warranty Policy.

Can I replace my products?

You can replace your products within first 7 days after you received the Products if they are faulty, subject to our Warranty Policy. Your products can only be replaced with the same type of products.

How Long Will I Getting A Replacement Once My Exchange Application Is Approved?

You will usually receive the replacement product within 7 working days (depending on stock availability) from the date that the returned defective product with all the accessories included in the original package is received by our warehouse.

6 Huawei Community

What is HUAWEI Community?

HUAWEI Community is the official fan club of HUAWEI. Here you can meet HUAWEI fans from every part of the world. We share experience, spread our unique idea, and connect to each other here in various ways.

What can I get from this community?

You can get information and news about HUAWEI you’re interested in, such as latest news, exclusive insights, or beta recruitment.

The community also offer abundant fun activities which are both fascinating and rewarding.

And you can also meet likeminded friends here. In the community, you’ll meet fans around the world, who are passionate and resourceful just like you.

What makes this community different from other HUAWEI-related forums?

This community is the only official fans club website of HUAWEI, which means you can use HUAWEI ID you already have to login without extra registration, communicate to HUAWEI teams directly, and get your own voices heard. The official HUAWEI teams include the admin team, the service team, and the engineer team. You can recognize them with the “Official Account” badges on their avatars. Also we have excellent user moderators who are willing and ready to help anytime.

How can I contribute to this community?

Members in the community can share photos, tutorials, and discuss other interesting topics together such as games, apps, even movies and music. You are more than welcomed to share your opinions on the products and your daily life here. Great user contents are spotted regularly by the admins and moderators, and will be pushed to homepage, pinned to the top of the category list, or selected to the Photography Weekly column.

Is there any rule I need to follow?

Yes, although we are a diversified community, there are still basic manners to be observed. We have listed the most essential rules for building a better community here.

What benefit can I gain from this community?

As a community member, you can learn news and tricks related to all kinds of products; and you have the chance of winning super cool prizes by participating in various community activities.

In addition, we have a user growth system to help you achieve higher performances. For detailed point gaining and user grading information, you can click here to learn more.

How to create a new thread?

You can either click the ‘+’ icon on the homepage, or go to a specific section and then click the same icon. After you go to the thread editing page, put everything the page required, and then click ‘Submit’. Please make sure you post in the correct category, or your question might not get answered promptly. We also have a Draft feature for you to save the writings for later editing. Each user can save up to 5 drafts, and all the drafts can be found in your personal user center.

What are those icons in the bottom of a thread?

The icons are useful tools you might need: Comment, Like, Collect, Share and Report. You can find your collected threads in your personal center’s Collection section. Also if you see anything inappropriate, don’t hesitate to click the ‘Report’ icon. The admin team will get a notice to handle it.

How can I change my personal settings?

You can access your Personal Center by clicking your own avatar on the upper right corner on any page. You can change community-related settings in that page, however, any change on personal info such as avatar, username, phone number and etc. will be redirected to HUAWEI User Portal, a data center interface for all HUAWEI IDs.

Why do some users carry a small badge on their avatar?

The small badge is an identification for users to recognize community managing teams. There are several kinds of identities: admin, moderator, official account, and etc. You can contact an admin or a moderator for any help you need on the community. We also have service staff in the community to solve your queries.

What are medals, and how can I get them?

Medals are honor badges in the community to show a member’s achievements. The medals will be displayed under a member’s avatar, or in their personal center. You can get medals by doing daily tasks such as log in, posting threads, comment threads, and etc. Your personal medal center can be accessed in your personal center, where you can see all the medals names and your current progress.