Specialty Coffee at Affordable Price

FAQ's

Registering for your own HWC COFFEE Account, follow the steps below:
1. Open your HWC COFFEE website
2. Click on [Login/Sign Up] button
3. Enter your Full Name, Mobile Number, Email Address and click [sign up].
4. You will receive an email to complete the verification process.
5. Click through the link and create your own password.
6. Your account is active now.

02How do I update/ edit my personal details?

Click on the [Profile] button on the top left corner.
Click on [Account Settings] button and you may change your details.

03How do I subscribe or unsubscribe from HWC COFFEE newsletters?

HWC COFFEE Newsletter is an email notification system which sends you the latest campaigns and events to keep you up to date with the best deals online.

If you wish to unsubscribe from the Newsletter, follow the steps below:
1) Go to [Profile] button and then click on [Account Settings] button
2) Click on [Account Information] button
3) Toggle off the [Receive Newsletter from HWC COFFEE]

04How do I get a receipt for my order?

You will receive a receipt through email after submitting payment. Subscribers can also access all purchase receipts under [Order History] button in your [Profile].

05What payment methods are supported by HWC COFFEE ?

HWC COFFEE accepts payments via credit or debit card - Visa or MasterCard. Regular payment subject to certain Seller.

06Why were my orders cancelled?

HWC COFFEE may automatically cancel your subscription should a Seller not be able to fulfilled your order. HWC COFFEE will fully refund your payment.

If your order accepted by Seller but you didn't perform payment after that, your order could be cancelled by Seller. Service and warranty will be disrupted.

07What should I do if the automatic payment fails?

If your bank or financial institution declined the charge, go to [Profile] button on the top right corner. Select [Account Settings]. Click on [Order History] and select [View Details] and click on [Pay Now] button. If you're still having trouble, you can try to select another card.

08Will I receive payment reminders if payment fails?

Yes. You will receive a notification/ emaill/ SMS in the event of a failed auto deduction.

09Can I change my address after placing an order?

We regret to inform you that you can't change the address after placing the order. Any re-location action, you may cancel and re-order.

10Can I get a refund for my cancelled order?

Yes, you will receive a full refund if you order is cancelled by HWC Coffee .

11When will I get my order? What is the delivery lead time for my order?

Courier Delivery Lead Time is the number of days it takes for the order to arrive from the day a HWC COFFEE Logistics Partner has picked up the order from the Seller.

12How do I check my order status? What is my order's Shipping Status?

Our Seller will provide you a tracking number after order is successfully paid. All the delivery status can be tracked on our system.

13What information does HWC COFFEE collect and why?

We will only collect your information for operational purposes.
For example: to process orders, billing cycles and credibility check.

14Will my information be shared with third party?

We only use information provided to us for transaction fulfillment. We do not share or sell your information to any other party for any reason whatsoever.

All your data will be shared between HWC COFFEE and particular Seller.

15Why is my account being limited?

Click on [Contact Us] or [Chat Now], you can live chat with our Customer Service Support Team or email to hello.hwc@platerium.com for more info.

16Why did I fail to register my new account?

If you were not be able to register your new account, there is a possibility that your email has already been registered with HWC COFFEE.

17Can I change/reset my password?

Yes, you can.
Click on [Profile] button on the top left corner.
Click on [Change Password].

18What do I do if I forget my password?

If you forget your password, click on [Forgot Password] in the login page ad follow the steps to reset your password.

19Can I access HWC COFFEE on multiple devices?

Yes, you can log into your HWC COFFEE account on multiple devices at the same time.

20Why did my login attempt fail?

Your account will be locked if you or someone entered the wrong ID or password 3 times in a row for your account protection. Kindly click on [Forgot password] to reset it should this happen.

21How do I select the courier or delivery platform for my purchases and what are the types of Delivery Services offered?

You can choose the courier company or delivery platform you want to use to have your items shipped to you.

22I received the wrong item/there are missing items in my order.

Please go to the brand store page and initiate chat with the Seller. Seller will instruct you on the next steps. Or you can live chat with HWC COFFEE's Customer Service Team

23I did not receive an order confirmation email after submitting my payment. What do I do?

Please check your email SPAM folder. All payment, confirmation and delivery process are automated and will be sent via email notification to you. If the problem persists, please get in touch with our Customer Service Team or email to hello.hwc@palaterium.com

24What kind of debit/credit card that I can use for my purchase?

You can only register with Malaysia issued debit and credit card for your monthly billing deduction.

25Why can't I check out with my credit card?

Checkout failures are likely due to one of the following reasons:

1) System Limitations
Some system limitations have been put in place for your credit card transactions.

2) Misuse of Credit Cards
Credit card payments on HWC COFFEE are subject to transaction processing rules imposed by card schemes (e.g. Mastercard, Visa, etc.). Credit cards with activities suspected to be in violation of such transaction processing rules will not be honoured with you checkout on HWC COFFEE .

If your payment cannot proceed, do check with your bank.

26I have already made my payment through Credit card, why is my payment status still "unpaid"?

Please log out and log in again. The screen shall be updated. If the issue persist, please contact our Customer Service Support Team for a quiker resolution.

27How do I make a payment using credit/debit card? Is it safe?

During checkout, you will be able to choose a payment option after confirming your address and shipping method. If this is your first time using a credit/ debit card payment, click on [Add New Payment Card] button and enter your card details. HWC COFFEE assures you that your credit card information is kept safe and confidential.

28How can I contact Customer Service?

Please log into your HWC COFFEE account and click on [Contact Us] or you can click on [Chat Now] button on your bottom right corner. A friendly care line representative will be there to assist you.

29What happens if I do not receive my order? Can I ask for a refund?

Please get in touch with your Seller or Customer Service Team to proceed with cancellation and/or refund requests.

30When and how can I apply for a refund?

HWC COFFEE system will proceed refund to your payment card automatically after you cancel the order (Before Seller confirm your purchase). It approximately takes 14 working days for the refund process.

31When will I receive my refund?

The refund process will take 14 working days excluding public holidays.

32If my order contains more than one item but only one is damaged, can I accept the rest of the items and return only the damaged item?

The best way to resolve this issue is to contact the Seller directly. Please login to your account and initate a chat with the Seller aka seller to reach a faster resolution.

33Who bears the shipping fee to return the parcel to seller?

Subscribers or customer shall bear the cost of return shipping.