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FAQs

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 Your Account;
submitting return requests in Your Account;
canceling a paid order in Your Account.

How do I register?

• Click the icon on top right corner next to cart icon the website and click Login.

• 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 forgot your password to reset your password.

• Select Forgot password or click Help and go to Security Center to reset your password.

How can I change my AMAYA ACCOUNT information?

When you register with your e-mail address or phone number:

• Login and go to Account.

• Click Consult your personal information > Profile

To modify your account personal information such as your nickname or login:

• Login and go to Account

• Click Consult your personal information > Profile

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

No. You can make purchases on the Amaya website without registering an account through Continue as a guest. 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. However, please note some offers are only applied for registered users.

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

No. We only accept orders made via the website.

When will I get an order number?

You will get an order number when your order is submitted.

How do I know if an item is in stock?

When an item is in stock, the Add to cart buttons will be available. If an item is out of stock, you will see NO STOCK instead. In this case, you can click Notify me to be notified by email 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 cancel my order?

You can cancel your purchase prior to the packing process in the Huawei warehouse. You can do so via Your Account after login. If it is a guest order, you can Contact Us for help.

How can I track my order?

You can track your order on Fargo Courier Accout Page.

• Login to your account and click Track Order.

• Select the order you want to track; you will then be able to see the order status of this order.

When using Guest purchase:

• Enter your email address, order number and verification code.

• You can then view the status of your order by clicking View Order Status.

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

No. You cannot modify your order information after the order is submitted

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.


What payment methods are available on the AMAYA Online Store?

Currently available payment methods are:

Credit/Debit Card: Visa, MasterCard

Mobile Payment: Mpesa

Can I split the payment in several parts if the order exceeds my purchase limit?

You must make the full payment for your order, and currently we do not offer payment in instalments.

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 Us 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 fourteen (14) working days for the refund to appear in your bank account, depending on your card provider. If you do not receive the refund within this timeline, please Contact Us.

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

If you cancel your order before shipping or return your Product not later than seven (7) days after your receipt of the Products provided that the Products have not been opened and the packaging is in its original condition, the money will be refunded through the same method of payment except COD. For COD, we will refund to the payment channel account as designated by you in a formal written format.

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

We can 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 Us. 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, only one invoice will be issued for one 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 make your purchase each of them in separate orders.

When will my order be shipped out?

If the items are in stock, generally two (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

What is the shipping fee?

Free delivery is available for all orders over KES 15,000 (incl. VAT). The shipping fee will be displayed on the payment page and in the order confirmation email.

Please note, if your order amount is less than KES 15,000 the shipping costs of the order shall be borne by you and will not be refunded back to you even if you request a return later.

Which delivery company provides services for Huawei consumers in KENYA?

FARGO COURIER LIMITED, OLD MOMBASA RD, NAIROBI

Can I change the shipping address for my order?

If you have completed the payment, you can directly contact FARGO COURIER to change your shipping address.

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

Please sign after you confirm that all the items are complete. If you find any missing items, please reject them directly. If you have any questions, please Contact Us for assistance.

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

If your Products show signs of damage when they are delivered to you, we suggest that you do neither sign nor accept the package. If you find any damage after opening the Products package, please Contact Us within twenty-four (24) hours after opening. 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 KENYA except the areas listed in Shipping Policy. If your address is not available for delivery, our delivery partner will contact you to obtain the most convenient address that Products can be delivered to.

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

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

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

If you want to return your Product within seven (7) days after your receipt of the Products, you could obtain a pre-paid return label from us. If you don’t use the return label provided by us, you may need to bear the additional delivery cost for the return. To ensure that you will get the full refund (except for the shipping cost), please also return all accessories and gifts. For more detailed information, please see our Return Policy.

Do you deliver during weekends and holidays?

No, the delivery will only be fulfilled during working days.

Why do 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?

Yes, you can schedule the delivery when receiving WhatsApp or call from Fargo Courier Limited.

How can I know if an item can be delivered to my area?

Please Contact Us to confirm whether the Products can be delivered to your area. In general, we are happy to ship your order to the shipping address within United Arab Emirates in your order. However, we may not ship your order to your address due to the change of logistics network, COVID-19 and the characteristic of the Product in your order.

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

Please Contact Us for assistance.

What communications will I receive about my order?

We will send updates by email, so you can stay updated on your delivery. Once your order leaves our warehouse, we'll send you an email. This will include your order number and a link to the tracking information. We will also send you email notifications on the day of delivery and the date you sign for the delivery, depending on your selected delivery method, address and courier. You may receive about three (3) notifications per Product on your order.

How will you ensure my item is delivered safely?

As soon as your item(s) have been shipped, we'll send you a Shipment Notification email that includes the estimated delivery date and tracking number. You can also view this information via Order Status on the website. If you will not be available to receive the package on the scheduled delivery date, you can schedule the delivery when Fargo Courier contacts you via WhatsApp or phone. If Fargo Courier cannot contact you, your package will be temporarily stored at the Fargo Courier site for the next delivery. If the delivery fails for six (3) times within three (3) days, we may no longer make the Product available for delivery and immediately cancel the applicable Contract, in which case we will refund to you or your debit card company as applicable any money already paid to us (except for the shipping cost) under the applicable Contract.


How long is the non-damaged return (withdrawal) period?

You have seven (7) days to notify us if you wish to return a Product provided that the Products have not been opened and the packaging is in its original condition. Generally, this starts on the day following your acceptance of the delivery. Please see the Return Policy for more details.

I want to return a Product during the no reason return period, but am unable to send it at that time. Am I still able to return it?

Don't worry, you have a further seven (7) days to send the Product(s) back to us after you have received the return label from Huawei. The seven (7)-day period starts on the day after your return request is approved by Huawei.

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

Please Contact Us for assistance. We will either send you the label again or create a new label for you.

Can I return a part of my order?

Yes. You can return some of the Products in your order while keeping others. However, if you order a bundle or have received a gift with your order, you may have to return the bundle or gifts to receive your full refund (except for the shipping cost). Please see our Return Policy for more details.

Can I replace my Products?

You can replace your Products if they are faulty within fourteen (14) days from your receipt. Your Products can only be replaced with the same type of products.

What happens if I don't return a Product in full (e.g. you don't return the accessories)?

If any parts(s) or item(s) of a Product are not returned, we may reject your return request or deduct an appropriate amount of the missing part(s) from the refund after your confirmation. If you return the missing item(s) at a later date, please Contact Us for assistance.

What actions should I perform before packing a defective Product that I want to return?

If the product is a phone or tablet, please restore the phone or tablet 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/tablet.

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