FAQ

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

Alternatively:

Go to HONOR website.

Click the Login icon on the HONOR

Select Register.

You must provide a valid email address or phone number to complete your Account ID registration.

What should I do if I forgot my password?

You can click here to reset your password.

Alternatively:

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:

Method 1:

Log in and go to My Account.

Select Profile.

Click EDIT under MY INFO.

Method 2:

Click the Login icon on the HONOR 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 HONOR website.

When should the order be paid?

The payment of Orders needs to be completed within 12 hours. 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 KEEP ME INFORMED 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 order, please contact HONOR support team 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 order 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

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 in several parts if the order exceeds my purchase limit?

No

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

If you believe that you have been charged for an incorrect amount for your order, please contact our HONOR support team and provide 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 support team.

The orders for Business Purchases can be only accepted offline refund and collection. It will normally take 7 – 10 working days after receiving offline refund information.

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

You may cancel an order that you purchase before it is packaged. If you do so, we will refund your payments within (14) days after we receive your cancellation request. However, the specific time until you receive the refund also depends on your payment bank.

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.

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 purchase each of them in separate orders.

I have been double-charged for an order. How do I get my money back?

Please contact the HONOR Support Team if you encounter any payment issues.

What should I do if I don't receive an invoice?

Perform the following:

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 HONOR Support Team 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.

4. Shipping

When will my order be shipped out?

If the items are in stock, generally within 3 working days after the order has been paid successfully. If you have any questions, please contact our service agents for help by livechat or sa.support@honor.com / 8008440443

What is the shipping fee?

The shipping fee amount is displayed on the payment page and in the order confirmation email.

Which delivery company does HONOR use?

JINGDONG Logistics(JDL)

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 support team.

Track your order

For carrier 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.

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

Please contact the HONOR support team immediately for assistance.

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

Your goods shall be signed in front of the delivery people once is confirmed in good condition and complete.

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?

Orders can be only delivered to a valid address in the Saudi Arabia only.

Can I pick up my order at Authorized Service Center?

Sorry, we do not support this.

Do I have to pay shipping costs when returning or replacing a product?

Once your Products purchased on this Platform are delivered, you have seven (7) days to decide whether or not to keep them, provided that the Products have not been opened and the packaging is in its original condition. You have a further seven (7) days to send the Products back. The former period starts after the day you receive your Products, and the later period starts after your return request is approved by HONOR. You will receive a return label with “pick up” service which you can use to ship your Products back to HONOR without any personal cost. If you don’t use the return label offered by HONOR, you might 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 7 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 of Purchase for more details.

The orders for Business Purchases, 7 days No Reason returns and exchanges are not supported, and exchanges can be only accepted due to quality problems.

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?

Once your Products purchased on this Platform are delivered, you have seven (7) days to decide whether or not to keep them, provided that the Products have not been opened and the packaging is in its original condition. You have a further seven (7) days to send the Products back. The former period starts after the day you receive your Products, and the later period starts after your return request is approved by HONOR. Please see the Return Policy for more details.

I haven't received the return label, what should I do?

Please contact the HONOR support team. 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 of Purchase for more details.

Can I replace my products?

You can replace your products if they are faulty. Your faulty products can only be replaced with the same type of products. See the Return Policy and Terms of Purchase or more details.

If it has been less than 7 days since 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?

Please restore the device 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.

6. Warranty

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

Our commercial warranty can be identified based on the SN number of the devices. In case of a claim, you will also be able to use the invoice as the proof 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 Authorized Service Center?

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

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

Please contact HONOR support team 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 14 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?

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