Delivery and Shipping

• Why the status on DHL is package delivered when in reality I did not received it?

  Please try to contact DHL to reconfirm the status of package, it may be delivered to the collection point or your package has been left in a safe place, such as a neighbor. Or you can contact HONOR support team for assistance.

• What is the status of my order?

  When using your HONOR ID or 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.
  Or please contact HONOR support team for assistance.

• I placed a bundle order, but I didn't receive all the items. What should I do?

  Please contact DHL to confirm whether all the packages have been delivered, If you have confirmed that all packages have been delivered, please contact HONOR support team for assistance.

• Can I refuse acceptance?

  Yes, you can refuse to accept the package if you don't want it.

• Can I track my order using order number?

  Yes, you can track your order status using your HONOR ID or order number. Please click TRACK ORDER on the HONOR website.

• How do I know HONOR keep me informed of the progress of my order?

  HONOR will send you the notification emails to inform you the status of your order.

• How do I cancel a purchase on HONOR?

  You can cancel a purchased product before it is packaged in the HONOR warehouse. You can apply for cancellation by going to My Account after logging in. For guest orders, please contact HONOR support team for assistance.

• I have not received my order acknowledgement or dispatch notification email.

  Please re-confirm the email or phone number are correct and check junk mailbox. Or you can contact HONOR support team for assistance.

• I think my order has been lost in the post - who do I contact?

  Please contact DHL to confirm the status of the package.

• How do I know my order has been shipped out?

  HONOR will send you the notification emails to inform you if the order has been shipped out. Or you can click TRACK ORDER on the HONOR website to check your order status.

• How long does HONOR take to process an order?

  Usually we will process your order within 1-2 working days, and this process will be affected during sales season or force majeure.

• 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.

• Which app tracks your order?

  You can track your order on HONOR website or download My HONOR App.

• 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.

• 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.

• 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.

• 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.

• When will I receive my order?

  Under normal condition, the goods will reach within 3 working days for Peninsula Malaysia and within 5 working days for East Malaysia after payment is made. *Note* Working days is followed according to Kuala Lumpur Calendar, excluding the local public holiday and not including the payment date. Remark: Please be informed that delivery times can vary depending on the product/service chosen and origin/destination relation. Delivery Policy.

• 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.

• Why my package going back to the warehouse?

  It may be related to the following reasons: Incomplete address, multiple delivery failures, package at the collection point for more than 10 days

• What is the shipping fee?

  FOC (Free of charge) will be applicable on purchases no less than RM300. For purchases worth less than RM300, the charges will depend on the delivery location, with the additional amount being displayed by the system during Checkout.

• 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.