FAQ

FAQ

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

1 My 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.
Canceling a paid order before order dispatched from warehouse in My Account.

How to register?

Go to the main page and click on register, enter all the details, and click on register

Can I log in via Facebook, Google and Twitter account?

Yes, you can log in via Facebook, Google and Twitter account.

Can I use mobile phone number to register and login?

Yes. You can register and login using your phone number or your valid email address.

What should I do if I forgot my password?

You can click here to reset your password.
Alternatively:
• Go to here
• Click Login / Register
• Select Forgot password or click help to reset your password.

You will receive a message from Huawei through mailbox or mobile phone for verification.

How can I change my HUAWEI ID information?

When you register with your e-mail address or phone number:
• Login and go to Account.
• Consult your personal information > Edit

To modify your account personal information such as your nickname or login:
• Log in and go to Account
• Consult your personal information > Personal information> Edit

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

No, We support guest order,but you are advised to create an account.

2 Purchase & Order

What is Huawei Online Store?

It is an e-commerce platform on which TWIRELESS sells Huawei brand products nationwide including but not limited to mobile phones, wireless Internet access devices, tablets and accessories.

Who is the Seller?

Product offered on this website is sold by TWIRELESS INC.

How to make an Order?

Login/Check out as Guest > Select Items > Click "Buy" > Checkout > Place Order > Make Payment > successfully placed order

Can I call the Customer Service Hotline, Online chat, or Email to purchase?

No. Seller is only able to accept orders made via the website or our mobile application.

How can I know that there is stock available?

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 Notify me instead. In this case, you can click Notify me to let you know when the item is available.

How soon after placing the order must the payment be made?

Normally, all payments must be completed within 24 hours, otherwise the order will be canceled. If there are promotion activities, the specific activity rules prevail.

Can I Only Pay When Goods Arrived? Cash On Delivery?

Yes.

Why did I Fail to Submit My Order?

Failure in submitting an order may be caused by the following reasons:
a) Incomplete order information
b) Network delay

Can My Purchase be delivered Overseas?

All your purchases must be delivered within Philippines only.

Can I combine several orders that I have purchased?

Sorry, currently the system does not support this function.

Can I deactivate an account using my mailbox?

Yes.

Can I Request For Discount?

All products are sold according to price shown in this website. There is no bargaining allowed.

How can I track my order?

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

Can I Modify The Delivery Address After Payment?

Currently Seller do not have support this function .Please kindly contact Courier directly for help.

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.

Seller regularly organizes special events and rewards for the customers on this website. To avoid missing any offers, you can subscribe to the newsletter.

3 Payment

How can I make payment?

Currently payment can be made via: COD, Bank transfer, Philippines Credit Card, Philippines Debit Card, Ewallet.

Is there any maximum transaction limit?

The amount limit of a single order on Philippines Huawei Store is Max 300,000P and transaction limit is maybe set by your corresponding bank. If you have any questions, you are advice to consult your corresponding bank.

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.

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

Usually, it takes up to 17 Banking days to issue a refund after the intact package has been returned to Huawei warehouse and verified by Huawei. However, it can take up to 17 Banking days, depending on your card provider. If you do not receive the refund within this timeline, please contact Customer Service.

If I want to cancel my order after paying but before delivery, how can I get the money back?

If you cancel your order the money will be refunded by the same method of payment.

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

No,Invoice information could not be modified.

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 the after-sales service representative. They will be able to track in the system whether it is still within warranty period.

Can the invoice information be changed for business use or other reasons?

Sorry, we do not support this function currently. The title of invoice could not be modified.

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. Seller will not generate separately for each mobile phone.

I've made a bank transfer and I still haven't gotten my confirmation Email?

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

Who Do I contact if I have a problem with my bank account?

Unfortunately, Seller are not in a position to assist with bank account problems. Please contact respective bank customer service accordingly.

4 Shipping

When will my order be shipped out?

If the items are in stock, generally 1–2 working days after the order has been placed. Seller 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.

Who Is the Appointed Delivery Partner?

LBC

When will I receive my purchase after payment is made?

You will be able to receive your purchase within 2-4 working days normally in NCR, 4-6 working day within NL/SL, and 7-9 working days within VISMIN if no pandemic influence, and your location is within city. (For VISMIN, since there is pandemic, need to check the delivery status on courier company website. For all the detailed delivery lead time for all areas, you will find standard lead time in LBC website when you search your orders).

Can I Choose The Delivery Time?

We are sorry that currently seller is not able to support this option due to some limitation. However, you can communicate with the delivery partner for the best delivery time. They will do their best to support you.

Can I change the shipping address for my order?

You can use LBC on Demand Delivery to change the shipping address. The new shipping address must be in the same country. If you are unable to change the shipping address, you can contact the Customer Service for assistance.

What can I do if my items haven’t arrived yet?

Kindly contact the Customer Service

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

Please contact the Customer Service 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, seller suggest that you do not to sign or accept the package.

If you discover the damage after receipt, please contact the Customer Service within 24 hours after sign package. Seller also recommend that you take photos of the damage as evidence.

Can I pick up my order at a Customer Service Centers?

No, you cannot.

When can I cancel a paid order?

You can cancel a purchased product before it's packaged in the warehouse. You can apply for cancellation by going to Orders after you login.

Can I replace my products?

If the products you purchased are found to be defective within the 7 days from your receiving thereof, you can contact Customer Service for replacement. Your products can only be replaced with the same type of products. See the Replacement Policy and Terms of Purchase for more details.

Will there be any freight fee incurred for replacement?

Freight fee shall be borne by us provided that the product meets the replacement policy.

What do I need to return for a replacement? Should I include the Invoice and the Giveaways too?

You have to return the defective product with all the accessories included in the original package. Please back up and delete your personal data before returning the device. Gifts that came along with purchase device can be kept by customer, while processing the replacement of the defective item.

5 WARRANTY

Where can I get the locations of Authorized service centers?

You may visit Customer Service Center or use support APP in the device. You are advised to call/book an appointment before visiting.

How should I define the warranty period?

The warranty period starts from device activation time, please refer to this link for details.
Note: Standard warranty period is 1 year (from the invoice date). See details of warranty per product line here.

Will there be any cost incurred on the after-sales maintenance if the product purchased is still under 1 year warranties?

The warranty period is 1 year (from the receipt date). You are entitled to complimentary maintenance services by Huawei's ASC provided the device is not being misused or abused.

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

We will check the commercial warranty status based 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 see Warranty Policy for more details.

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

Please contact the Customer Service or use support APP to search information to receive information on the repair status of your product(s).

How long does it take to repair a defective product?

Complete repairs will be tried to be completed in 7 days. (Note: Courier pickup and delivery time is not included)

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 Terms of Purchase and Warranty Policy.