Delivery and Shipping

• Where is the return warehouse located?

  Here is the return address: CEVA Freight (UK) Ltd, Heathrow Gateway, Godfrey Way, Hounslow, London, TW4 5SY.
  Kindly remind we don’t support return privately. If you need to apply for a return, please check the Return Policy.

• Why does the status on the DHL website show as package delivered, but I haven't received the my items?

  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.

• How can I track my order?

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

• 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.

• 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.

• How do I cancel my order?

  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.

• When will I receive my order?

  Usually we process your order before 4:00PM everyday and deliver within 3 working days. For more details can check the Delivery Policy.

• Can I change the shipping address for my order?

  Once your order is ready to ship or shipped, we may not be able to change the delivery address. If the order has already been accepted by the courier, 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.

• how much is the shipping fee?

  Free delivery is available for all orders over £99.99 GBP. For orders up to £99.99 GBP, the shipping cost is £3.99 GBP (VAT incl.). The shipping fee amount is displayed on the payment page and in the order confirmation email.

• How do I track the package I ordered?

  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.

• How long does HONOR take to process an order?

  Usually we will process your order within 1-2 working days, this may vary during promotional periods or force majeure.

• 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.

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

  If you want to return your product within 14 days without reason, you will receive a return label offering the pick-up service, which you can use to ship your product(s) back to HONOR free of charge. If you don't use the return label provided by HONOR, you may 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.

• I have opened my parcel, can I still return these items?

  Yes, you can return the goods if you are still within the return period. Please refer to the return policy on our website.

• How long is the No Reason Return (withdrawal) period?

  You have 30 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 and Conditions of Sale for more details.

• 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.

• 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.

• Which app can track my order?

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

• 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.

• Why is 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