Orders & Delivery
What are the general order and delivery policies for software & services?
Software and services will be delivered through email or other digital media.
Please check if there is any specific policy for each item in the Warranty and Shipping Information section in its product page.
What are the general order and delivery policies for physical items?
For some special products, we may process orders for Verified Customers only, or we may allow self pick-up option only.
For orders from Hong Kong SAR, there are 4 options:
- Pickup option at our Own Pickup Point
- Self pick-up at selected MTR stations
- Door-to-door delivery
- Pickup option at SF Express Store
For orders from outside Hong Kong SAR:
- For Verified Customers, we have 2 options:
- Door-to-door delivery
- Pickup option at SF Express Store (only available to Macau SAR)
- For Non-Verified Customers, we do not accept orders on physical products from Non-Verified Customers outside Hong Kong SAR for now.
For the definition of a Verified Customer, please see section "How to become a Verified Customer?".
Please check the specific coverage and delivery policy for each item in the Warranty and Shipping Information section in its product page.
When accepting and/or signing for the delivery, please ensure that the package is not damaged before signing. If you have any doubts about the package, you should refuse to sign for it, and ask the delivery staff for more information.
Our store will have a dedicated person to check the goods before shipment to make sure that the goods meet the description.
Please check back with us in the future as we’ll continue to expand our service and geographical coverage.
How to become a Verified Customer?
We'll need a proof of address (within 3 months) with the name on the proof matches the name from the payment, and the address on the proof matches the shipping address of the order.
For certain items or orders, we may further need a copy of a government-issued photo ID (or government-issued business registration for a company).
Unpaid Order
An unpaid order from a non-Verified Customer is treated as an incomplete order. It will not be processed and fulfilled by us. We will cancel any unpaid orders on or after 24-48 hours. We may block an user and/or his/her IP address from accessing our site or submitting orders if he/she has multiple unpaid orders in the past.
Order Cancellation Due to Potential Buyer Fraud
For orders that have incomplete or inaccurate information, we'll request the customer to send us correct and complete information in order us to process the order.
If we do not receive correct and complete information for the order within 24 hours, we'll cancel that order and refund the order.
We use advanced system(s) to detect if an order has a high risk of fraud. If we cannot receive correct and accurate information for the order, or verify the validity of the order, we may cancel these orders within 24 hours.
We may block an user from accessing our site or submitting orders if he/she has an order that has been cancelled due to potential buyer fraud.
Order Cancellation
We are happy to cancel your order before we process your order. However, if we have already processed your order before you submit the order cancellation request, we cannot cancel your order.
We typically process your order within few hours after you have submitted and paid for your order.
As there are costs associated with cancelling an order, we charge 10% of the total amount of the cancelled order, with a minimum of HK$50-equivalent, as the cancellation fee.
Please note that you will also bear all the charges that it will incur for the refund (e.g. transaction fees) charged by the relevant financial institutions (such as the credit card company or bank).
To cancel your order:
- You must fill in our Return Form, and select Order Cancellation as the subject (we do not accept order cancellation requests through any other methods).
- Write down clearly the invoice number, which items with their SKU and the quantities you would like to cancel in the Return Form.
- We do not process an order cancellation request if the email address, phone number, invoice number, or SKU filled in the Return Form do not match with the information in the original order.
- We will contact you by email once we have reviewed and processed your request.
Order Tracking
After placing an order, you will receive an email from us containing all the details of your purchase. We may also be in touch if we need further information to verify your payment. Once your order is approved, the relevant personnel will process your order and dispatch it as soon as possible.
The estimated time of delivery for each product are shown in the Warranty and Shipping section in its product page. We will send out emails to you every 2-3 days to keep you updated with the latest estimated arrival date.
If you order containing items from different warehouses, please keep in mind that your items may arrive separately. While we aim to always deliver within the specified times, we are not responsible for delays due to factors that are not under our control, e.g. customs clearance, failed payment approval, or COVID-related factors.
Where can I collect my purchase?
Self-pick-up option is currently only available to Hong Kong SAR and Macau SAR.
You need to provide a mobile number during checkout in order to receive notifications on the arrangements for picking up your order.
For Hand-Delivery option, you can choose from the following MTR stations for the hand-over: Central, Admiralty, Causeway Bay, Tsim Sha Tsui, Mongkok, Kowloon, North Point and Lai King.
You can collect your order in one of the SF Stores you choose during checkout.
You can also select one of our Own Pickup Point / Hand-Delivery locations within Hong Kong SAR to pick up your order – the pick-up time for this option is “By Appointment” only.
How SF Express Store pick-up option works?
SF Express Store pickup option is only available to Hong Kong SAR and Macau SAR.
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Once you have finished adding items to your shopping bag, go to the checkout.
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Select SF Store option to search for a convenient collection location.
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Choose the location nearest you and enter your payment details to complete your order.
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We'll email you with updates when your order has been sent on its way, and SF Express will send you a SMS when it's ready to collect.
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When collecting your order, please take your collection confirmation email and SMS with you.
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Your order will be available for collection at your chosen location for 3 calendar days before it is returned to the warehouse of SF Express. If SF Express does not hear from you in 3 months, SF Express will then permanently detain the item and not return it to you – we are not responsible for your loss in this case.
An order with multiple items will be grouped into one collection. For those who would like to receive each item as soon as they are ready, please separate them into multiple individual orders.
How do Own Order Pick-up Point and MTR Order Pick-up options work?
Own Pickup Point pickup / Hand-Delivery option is By Appointment only, only available to Hong Kong SAR.
- Once you have finished adding items to your shopping bag, go to the checkout.
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Select our Own Pick-Up Point / Hand-Delivery option to search for a convenient collection location.
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Choose the location nearest you and enter your payment details to complete your order.
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We'll email you with updates when your order has been sent on its way. When it’s ready to collect, we’ll send you a Whatsapp message to set up the meeting place and time for collection.
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When collecting your order, please bring photo ID and the collection confirmation email and SMS with you.
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Your order will be available for collection at the pre-agreed meeting place and time for 15 minutes. If you do not show up after 15 minutes passed the pre-agreed time and our staff have to leave that location, we’ll send you a Whatsapp message to set up a new meeting place and time for collection. If the item is not collected from us in 3 months, we will then permanently detain the item – we are not responsible for your loss in this case.
Please inform us if you would like to receive each item in your order as soon as they are ready. Otherwise, we’ll wait for the arrival of all the items in your order and consolidate them into one collection. We will keep you updated every step of the way either way.
How long do I have to collect my order?
For SF Express Store option
You have 3 calendar days from receiving your collection confirmation SMS or email to pick up your order from your chosen SF Store. If your order is not collected within 3 calendar days, it will be shipped to the warehouse of SF Express. In this case, you will have to arrange the item to be delivered to your chosen SF Store with SF Express yourself. If SF Express do not hear from you after 3 months, SF Express will detain the item and not return it to you – we are not responsible for your loss in this case.
For Own Pickup Point or Hand Delivery option
Your order will be available for collection at the pre-agreed meeting place and time for 15 minutes. If you do not show up after 15 minutes passed the pre-agreed meeting time and our staff have to leave that location, we’ll send you a Whatsapp message to set up a new meeting place and time for collection.
If you do not collect the item from us in 3 months after the item is available for collection, we will then permanently detain the item and we will not return any payment or deposit for the order – we are not responsible for your loss in this case.
Can I change the collection location for my order?
For Self Pickup option, we are able to change the collection location free of charge - please note that it may take up to 3 business days for the item to arrive in the new location.
For SF Express Store option, we are able to change the collection location and will charge a processing fee of HK$50 plus the additional shipping cost incurred due to the change.
What is the verification process during the self pick-up? Can someone else collect my order?
For SF Express Store option
When collecting your item from SF Express Store, you, or the person on behalf of you, can collect the order. You, or the person on behalf of you, must show the confirmation notification from SF Express to collect your item. We are not responsible if someone else, who is not known by you, collect your order as we will not receive any SMS or confirmation notification from SF Express for the collection.
For our Own Pickup Point option
In order us to release the item(s) to you when you collect your item, you must show
- A government-issued ID with a name that matches with the name in the order (or in the credit card or bank account that was used to pay for the order), and
- The collection confirmation email or notification message.
How do I know what is the shipping cost for my order within Hong Kong SAR and Macau SAR?
There is no delivery charge if you choose our Own Pickup Point option as the shipping method.
For other options, please proceed with checkout as usual and the shipping cost will be calculated automatically.
Some listing prices of products may already include shipping costs for order in Hong Kong SAR and Macau SAR. Please read the Warranty & Shipping Information section in the product page for each product to find out.
How do I know if you ship order to a location outside Hong Kong SAR and Macau SAR, and at what shipping cost?
Delivery service within Hong Kong SAR is available for all products.
For products that are allowed to ship outside Hong Kong SAR:
- Please go to our Custom Order Form, complete and submit the form.
- We will then send an email to you with a custom order for you with the correct shipping cost.
- If you are fine with the order, complete the order and payment, and we will then fulfil your order.