CUSTOMER SERVICE
SHIPPING
All online orders enjoy free shipping.
We offer the following delivery services:
• Standard Delivery Service (Hong Kong, SAR of China & Macau, SAR of China)
• SF Express Locker (Hong Kong, SAR of China only)
Standard Delivery Service (Hong Kong, SAR of China & Macau, SAR of China)
Areas in service
• Standard Delivery Service is available within Hong Kong Island, Kowloon, New Territories, Outlying Islands and Macau, SAR of China. This service is NOT available in specified areas, including but not limited to: Big Wave Bay, Lo Wu, Tai O Island, Siu Ho Wan and Po Toi Islands.
• P.O Box is not accepted as shipping address.
• Orders will be delivered to the address provided by customer when placing their order. An order can be delivered to one address only. If customer requires sending orders to multiple addresses, customer needs to place a separate order for each address.
Shipping days and schedules
• The shipment will be ready in 1-2 business days upon confirmation of payment. This might vary depending on stock availability.
• Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days. For remote areas, it might take 3-4 business days.
• Delivery service is not available on Sundays and Public Holidays.
• Delivery Schedule (in exception of Outlying Islands. Please refer to ‘Outlying Islands Delivery Schedule’) :
| Mondays to Saturdays | 09:00 – 19:00 |
| Sundays and Public Holidays | Closed |
• Outlying Islands Delivery Schedule:
| Cheung Chau | Mondays and Thursdays | 14:00 - 18:00 |
| Lamma Island | Tuesdays and Fridays | 14:00 - 18:00 |
| Peng Chau | Wednesdays and Saturdays | 14:00 - 18:00 |
Shipment tracking/ change of shipping address
• Once the order is shipped out, the Waybill number can be obtained in ‘My Account>My Orders’. Please contact SF Express to track your shipment
• Once the order is shipped out, any changes in the address shall be arranged with SF Express by contacting their Customer Service directly. Any incurred expenses shall be borne by the customer.
• If the shipment cannot be successfully delivered to the customer due to personal reasons, please contact SF Express directly in order to make further arrangements. If the delivery cannot be reached multiple times within 14 business days, your order will be cancelled and refund will be initiated within 10 business days. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.
SF Express Lockers (Hong Kong, SAR of China only)
• Orders can be delivered to SF Express Lockers selected by customer at checkout.
• The Hong Kong, SAR of China phone number entered should be able to receive SMS notifications.
• The shipment will be ready in 1-2 business days upon confirmation of payment. This might vary depending on stock availability.
• Under normal circumstances, shipment will arrive at the shipping address in 2-3 business days. Customer will receive an SMS notification with the locker PIN upon delivery.
• Customer should retrieve their order from the selected locker.
• The item must be picked up within 30 hours of SMS notification. Should there be any difficulties, please directly contact SF Express Customer Service Hotline at 2730 0273.
• From 16 November 2020 and onwards, for parcel collected from ‘Hot’ EF Lockers after the first 24 hours upon the system initiating parcel collection SMS message, an accumulative fee will be charged by SF Express for every 24-hour as a unit thereafter. SF Express may update charges and Terms Conditions, please visit SF Express official website or contact SF customer service hotline for details.
• SF Express will update the list of ‘Hot’ and ‘Regular’ EF Lockers on a regular basis.
SF Express Customer Service Hotline and Office Hours
| +852 2730 0273 (Hong Kong, SAR of China) +853 2873 7373 (Macau, SAR of China) | Mondays to Fridays | 08:00 - 20:30 |
| Saturdays, Sundays and Public Holidays | 08:00 - 20:00 |
