Frequently Asked Questions

How do I participate in this promotion?

To claim your free pair of FreeBuds 3, simply follow these steps.

  1. Pre-order the new Huawei P40 Lite 5G from a Qualifying Retailer between 3rd June and 16th June 2020 – then complete your purchase by 15th July 2020.
  2. Wait for delivery.
  3. Once you have received your Huawei P40 Lite 5G, wait 14 days from the date of delivery.
  4. Submit an online Claim between 1st July and 31st August 2020 (after allowing 14 days from the delivery date).

Once we have received your claim, our agents will check it to make sure we have all the information we need. If we do, we will validate your claim within 2 working days. We will then aim to send you your free pair of FreeBuds 3 within 30 days of your claim being validated.

You can check on the status of your claim any time you like using Track Your Claim.

Visit the How It Works page for more information about the claim process.


How many times can I participate in this promotion?

While you can only claim once for each Huawei P40 Lite 5G you buy, you can claim for up to 5 separate purchases of the handset (unless you are a business customer, in which case you can claim for up to 10 separate purchases).


My product is not listed as a qualifying product. Is it eligible for the promotion?

You will need to have pre-ordered a Huawei P40 Lite 5G from a Qualifying Retailer during the promotional period to be eligible to claim a free pair of FreeBuds 3.

For more information, check out the Terms of this promotion.


How do I prepare my proof of pre-order to upload during the claim process?

Physical Copy/In Store Purchase:

If you have a scanner, scan your proof of pre-order and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet. To transfer this document to your computer, you can simply send it via email or transfer via USB. If you are claiming on your tablet, upload the image from your tablet’s photo library.

Digital Copy/Online Purchases:

Print and Scan as detailed under physical copy/ in store purchase

Save your document to your computer ready to upload

Take a screenshot of the proof of pre-order and save as PDF or JPEG to your computer. To save your Proof of Pre-Order as a JPEG, simply paste the screenshot you have taken into Microsoft Paint and save this document to your computer as a JPEG.

If claiming from a tablet, take a screenshot of the Proof of Pre-Order and upload to the claim form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your claim.

Uploaded documents must be in PDF document or JPEG image format. Maximum size of each document is 10Mb.

If required you can upload multiple documents, simply select the files one at the time and click upload during the claim process.


Why can’t I select my purchase date?

This is likely to be for one of the following reasons:

  • You have missed the claim window for this promotion
  • Your purchase date is outside the promotional period
  • You are too early to claim for this promotion

Please refer to your proof of pre-order for your pre-order date. See the Terms of this promotion for more information about the claim periods.


How do I upload my proof of pre-order?

Prepare your documents for upload and then during the claim process follow these steps:

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.


I have just submitted a claim. What happens next?

Our agents will check your claim to make sure we have all the information we need. If we do, we will validate your claim within 2 working days. We will then aim to send you your FreeBuds 3 within 30 days of your claim being validated.

Remember, you can check on the status of your claim any time you like using Track Your Claim.


I have submitted a claim but I haven't received any further updates. What should I do?

You can check the status of your claim at any time by visiting the Track Your Claim section of our website and entering your email address and Claim Reference.

We will also have emailed you with updates. If you haven’t yet received any from us, it’s worth checking your junk or spam folder.


I have received a missing information email. What does this mean and what do I have to provide?

Please refer to the email we have sent you. It may be that the details uploaded for your proof of purchase were not sufficient to process your claim.

Common reasons for receiving a 'missing information' email are:

  • Your proof of pre-order was not legible
  • Your proof of pre-order did not show the price paid, which products were bought, or which retailer the goods were purchased from
  • An incorrect document was uploaded, which was not an acceptable proof of pre-order
  • An order confirmation was supplied that did not show the purchase was completed (in this case we must ask that you provide further documents to support your claim, such as a delivery note or invoice)
  • The IMEI number you entered on your claim was incorrect

How long will it take to receive my free pair of FreeBuds 3?

We aim to send your free pair of FreeBuds 3 within 30 days of your claim being validated.

Remember, you can check the progress of your claim any time you like on the Track Your Claim section of our website.


Why have I not received my free pair of FreeBuds 3?

If you have received a validation email, it’s likely that we’re still processing your claim. We aim to send your free pair of FreeBuds 3 within 30 days of your claim being validated. You can check the progress of your claim any time you like using Track Your Claim.

We will also update you on your claim by email. If you have not received your email yet, it’s worth checking your spam or junk folder.

Your Claim Reference will have been sent to you by email too. If you have not received your Claim Reference yet, get in touch.


My gift has a fault, who do I need to contact for assistance?

We take the utmost care in ensuring all rewards are sent as quickly and as carefully as possible for you to enjoy. If however you find your reward is faulty upon delivery, please contact us using the contact form below within 31 days of delivery, and we will be happy to assist you in having your FreeBuds 3 replaced free of charge.

If your reward develops a technical fault after this timeframe, contact the Huawei Warranty team to have your reward repaired or replaced.


Contact Us


If you’d like to speak to us about any issues related to this promotion, our support team will be happy to help.

Telephone: 0333 016 3468

Lines are open Monday to Friday, 9am to 5pm excluding bank holidays. Calls will be charged at local call rates from landlines only.

Track My Claim

Track the progress of your claim by entering your Claim Reference and Email Address