FAQ's | HWC Coffee
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.
Click on the [Profile] button on the top left corner.
Click on [Account Settings] button and you may change your details.
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]
You will receive a receipt through email after submitting payment. Subscribers can also access all purchase receipts under [Order History] button in your [Profile].
HWC COFFEE accepts payments via credit or debit card - Visa or MasterCard. Regular payment subject to certain Seller.
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.
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.
Yes. You will receive a notification/ emaill/ SMS in the event of a failed auto deduction.
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.
Yes, you will receive a full refund if you order is cancelled by HWC Coffee .
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.
Our Seller will provide you a tracking number after order is successfully paid. All the delivery status can be tracked on our system.
We will only collect your information for operational purposes.
For example: to process orders, billing cycles and credibility check.
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.
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.
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.
Yes, you can.
Click on [Profile] button on the top left corner.
Click on [Change Password].
If you forget your password, click on [Forgot Password] in the login page ad follow the steps to reset your password.
Yes, you can log into your HWC COFFEE account on multiple devices at the same time.
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.
You can choose the courier company or delivery platform you want to use to have your items shipped to you.
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
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
You can only register with Malaysia issued debit and credit card for your monthly billing deduction.
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.
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.
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.
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.
Please get in touch with your Seller or Customer Service Team to proceed with cancellation and/or refund requests.
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.
The refund process will take 14 working days excluding public holidays.
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.
Subscribers or customer shall bear the cost of return shipping.