REGISTRATION & ORDERING - General

Q1. What is ShopThruPost?

ShopThruPost is an online shopping mall administered by Hongkong Post for you to find and purchase your ideal Products. We provide you with a secure online shopping channel with reliable Delivery Service so that you can enjoy the convenience of shopping from home.

Q2. Is there a mobile app for ShopThruPost?

Yes. Simply visit the App Store / Google Play to download the app for ShopThruPost. The name of the mobile app is “ShopThruPost” in English and “郵購網” in Chinese.

Q3. How to download the mobile app of ShopThruPost?

Simply visit the App Store / Google Play to download the app for ShopThruPost. The name of the mobile app is “ShopThruPost” in English and “郵購網” in Chinese.

If you had downloaded the mobile app of old ShopThruPost (before 26 Nov 2018), please uninstall it and visit App Store / Google Play to download the new version.

Q4. What if a blank page is shown when entering ShopThruPost App?

Please uninstall the current app and download again at App Store / Google Play for installation. 

Should you have any problem, please e-mail to our Customer Service Section at shopthrupost@hkpo.gov.hk and we will try to get back to your enquiries as soon as possible.

Q5. Is it necessary for me to register before ordering?

Yes. To enjoy the personalized functions of ShopThruPost, you are required to register and login as a member before making a purchase. For current members, please use your registered email address and password for login. For new customers, please follow the steps at Q8, then login to the ShopThruPost account and start placing orders.   

Q6. If I’m a current member, do I need to do the registration again on new ShopThruPost?

No. Please use your registered email address and password for login.

Q7. Can I use the login information of other Hongkong Post services to sign in ShopThruPost?

No. You should use your registered email address and password of ShopThruPost Membership Account for login. The login information of other Hongkong Post services such as StampOnNet, SpeedPost, LSOS, MSOS or EC-Ship etc. is not applicable on ShopThruPost.   

Q8. How to register the ShopThruPost Membership Account?

You should register Hongkong Post ID (HKPID) before the registration of ShopThruPost Membership Account.

Please click ‘Register”, complete the registration form and click submit. We will send you the “Account Activation Email” to your registered email address. Please activate your HKPID account through this email. After activation, you will be directed to HKPID login page in 5 seconds. Please login HKPID and click “Learn More” under ShopThruPost icon. Simply click “Start using ShopThruPost” > “I don’t. I wish to try it now” > “Get Started ShopThruPost”, then complete the registration form and click “Register”. Your ShopThruPost Membership Account will be successfully registered.

If you already have HKPID account, please click “Login”. Simply login your HKPID, then select “Get Started ShopThruPost”. Compete the registration form and click “Register”, your ShopthruPost Membership Account will be successfully registered.

Caution! Your email client may have classified “Hongkong Post” or “ShopThruPost” emails as junk mails. Please check the junk mailbox of your email client to accept all emails from “Hongkong Post” or “ShopThruPost”.

Q9. What if I forgot my password? 

Please click “Login” and then “Forget password”. Please enter your registered email address and then click “Reset Password”. We will send you the “Password Reset Email” to your registered email address. Please use your registered email address and new password to login. 

Caution! Your email client may have classified “Hongkong Post” or “ShopThruPost” emails as junk mails. Please check the junk mailbox of your email client to accept all emails from “Hongkong Post” or “ShopThruPost”.

Q10. What if I forgot my username?

The Username is the same as the e-mail address you registered with us. If you have forgotten which e-mail address you have registered with us, please e-mail to us your First Name, Last Name and Phone number at shopthrupost@hkpo.gov.hk and we can look it up for you. 

Q11. What currency is used?

All prices for Products sold on the Website are listed in Hong Kong Dollars. Other currencies (if any) shown underneath the Product prices are for easy reference only.   

Q12. How to place order?

On the product page of the desired product, please click “Add to Cart”. If you wish to place your Order, click the logo of Cart, then click the “Check Out” button, fill in the delivery details in the Online Order Form, confirm the Order and proceed to the payment gateway selected for online payment processing.   

Q13. Why is there no response when I add the order quantity?

In most cases, it may happen when using Mobile App. Under the condition of good network connection, its main cause is that the current stock is insufficient to support your ordered amount.

Q14. Will I / the recipients receive Products exactly the same as those shown on the Website?

ShopThruPost does not guarantee that the Products ordered correspond completely with the specifications or samples as shown on the Website. Please refer to our Disclaimer of “HKP Products and Delivery Services”.

For the Gift Fulfillment Service, gift arrangements delivered internationally may vary due to regional and seasonal availability. Substitution may be necessary to ensure your arrangement is delivered in a timely manner. The utmost care and attention will be given to your Order to ensure that it is as similar as possible to the requested item.   

Q15. Is there any restriction on ordering Products from the Website?

(a) If you are not able to enter into legally binding contract or you are less than 18 years old, you should not order any Products through the Website.

(b) Certain Products are restricted for delivery to Hong Kong addresses or recipients in specified destination countries or regions only.

Please refer to the Product details of individual Products for further information.

ORDER DELIVERY & PROCESSING

Q16. How can I know my Order is successfully placed?

You will be prompted back to the “My Order” screen with the Order details upon a successful online payment. A confirmation letter with your Order details (“Confirmation Letter”) will be e-mailed to the e-mail address you entered in the Online Order Form for correspondence. Please note that your Order is treated as “Transaction Successful” by us only when you receive the Confirmation Letter. Our acceptance is subject to the availability of the stock and valid recipient’s information. Please quote the Order Reference Number for future correspondence and tracking of delivery with us.

Q17. Can I request the Products be delivered to a P.O. Box address?

No. A P.O. Box address is not acceptable.

Q18. Can I collect the Products ordered at post offices?

Yes. Please select “Counter Collection” as shipping method, select the pick-up point, and fill the valid mobile phone number and email address.   

Q19. What is the delivery charge for the Products ordered?

All the Orders will be delivered by means of postal services.

HKP offer Delivery Services for the Merchants and the delivery charges vary according to the categories and weight of the Products, shipping methods selected and the destination countries or regions. The total delivery charges for the Products ordered will be shown at the checkout page for your confirmation before proceeding to the payment processing page.

For non-local delivery, all customs duty, VAT, sales taxes or any kind of fees levied or imposed by your destination country or region in relation to the Products ordered are to be borne by you absolutely.

For Philatelic and PostShop Products, please refer to the special handling note on Philatelic and PostShop Products.

Please refer to the Product details of individual Products for specific information on delivery.

Q20. What language should be used to complete the order form?

Unless specified in the Product details, you can complete the order forms in either English or Chinese.   

Q21. Can I cancel an Order after I received the e-mail Confirmation Letter?

No. You are responsible for reading and confirming the order content before payment. HKP reserve the rights to refuse your application of cancel order at our sole discretion. If you wish to cancel the Order on the same working day, please e-mail to our Order Processing Section at shopthrupost@hkpo.gov.hk quoting the order date, Order Number Reference and contact information and we will use our reasonable endeavour to cancel your Order. Refund will be made after we have confirmed the cancellation with you by e-mail but that might take about 30 working days. If the dispatch of the Order has been processed by us, we cannot cancel the Order but you might wish to return the Products to us at your own expense in accordance with our Product Return and Exchange Policy. Please refer to the terms and conditions Clause 2.11 for details.   

Q22. How long does it take for the Products ordered to be delivered to the recipient?

Normally the Products ordered will be dispatched for delivery to the recipient 7 working days the earliest upon a successful online payment. The time of actual receipt by the recipient depends on the shipping methods selected and the destination countries or regions. If there is a temporary shortage of stock or delay in delivery, our customer service representative will contact the Customer directly.

For more information about HKP delivery service, please visit “About ShopThruPost” > “About Delivery”.        

For Philatelic and PostShop Products, please refer to the special handling note on Philatelic and PostShop Products.

For more information about HKP delivery service, please visit “About ShopThruPost” > “About Delivery”.

Q23. What if the Product I ordered is out of stock?

Under normal circumstances, when the Products available for sale are out of stock or the quantities you ordered cannot be met, you will be notified forthwith and the Order will not be processed.

However, if the Products ordered are not available for fulfillment and your payment has been received, the purchase price will be refunded in full. HKP shall have no other liability. In the case of the HK / Mainland Gift Fulfillment Service, HKP reserves the right to replace any item with a gift of equivalent or higher value in the same category or you may opt to cancel the Order. In both cases, our customer service representative will contact you to seek further instruction before processing the Order.   

Q24. What if the delivery of Products is unsuccessful?

When the delivery is by postal means, the redelivery or re-direction arrangement will follow the normal postal arrangements of HKP or destination postal administrations, as applicable. For Philatelic and PostShop Products, please refer to the special handling note on Philatelic and PostShop Products below as well.  

Q25. If I did not receive the Products ordered , whom should I contact?

Please e-mail to our Order Processing at shopthrupost@hkpo.gov.hk quoting the Order date, Order Number Reference and contact information for our follow-up.

SPECIAL HANDLING NOTE - PHILATELIC AND POSTSHOP PRODUCTS

Q26. Do I need to pay any extra charge other than the retail price of the Products?

(a) For counter collection at the post office, no extra charges will be imposed other than the retail price of the Products.

(b) For local delivery, no extra charges will be imposed other than the HK$10 for each Order.

(c) For non-local delivery, the postage of Products ordered (depending on selected delivery method) will be collected. Besides, all customs duty, VAT, sales taxes or any kind of fees levied or imposed by your destination country or region in relation to the Products ordered are to be borne by you absolutely.

Q27. How long does it take for the Product ordered to be delivered to the door or available for collection at post offices?

(a) For counter collection at the post office, the Product ordered will be despatched within 6 working days from the date of order confirmation. Upon the arrival of the Product ordered, Hongkong Post Stamps (HKPS) will send you a collection email notifying you to collect the Product ordered at selected Post Office.

(b) For local delivery, the Product ordered will be despatched within 6 working days from the date of order confirmation.

(c) For non-local delivery, the Product ordered will be despatched by selected delivery method within 6 working days from the date of order confirmation. The time of actual receipt by the recipient would vary according to delivery arrangements of the destination countries or regions.

Q28. How many post offices are available for collection of Products ordered?

Customers may choose to collect from one of the 38 designated post offices.   

Q29. What if the delivery of Products is unsuccessful or the Products are not collected?

(a) For counter collection at the post office, if the Products ordered are not collected within 14 working days from the date of collection email, it will be arranged to return the Products ordered to Hongkong Post Stamps (HKPS) at Kowloon Bay Post Office, 1/F, Hongkong Post Building, 8 Wang Kee Street, Kowloon Bay. Upon the arrival at HKPS, the Products ordered will be available for collection at HKPS for a further 6 months. In the event the Products ordered are not collected within this 6–month period, we reserve the right to dispose of the Products ordered at our absolute discretion and you shall have no claims or rights against us in relation to the Order and / or the Products ordered for refund or otherwise.

(b) For local delivery, if the Products ordered are not successfully delivered, we will issue a notice to you for collection of the Products ordered at the post office specified in the notice within 14 working days from the date of the notice. If the Products ordered remain uncollected after this time, the Products ordered will be returned to HKPS and 14 working days thereafter the Products ordered will be available for collection at HKPS for a further 6 months. In the event the Products ordered are not collected within this 6–month period, we reserve the right to dispose of the Products ordered at our absolute discretion and you shall have no claims or rights against us in relation to the Order and / or the Products ordered for refund or otherwise.

(c) or non-local delivery, if the Products ordered are returned to us from your destination country or region for reason of non-delivery, we will contact you by e-mail or telephone to re-confirm the address. We will attempt to send the Products ordered to the delivery address twice within 6 months from the date of receiving the same. If the Products ordered are not successfully delivered to you within this 6–month period, we reserve the right to dispose of the Products ordered at our absolute discretion and you shall have no claims or rights against us in relation to the Order and / or the Products ordered for refund or otherwise.

RETURN / EXCHANGE

Q30. What is your Product return policy?

Please refer to our Product Return / Exchange Policy in our Terms & Conditions.

Q31. What if I want to return or exchange the product?

Please refer to Order Information > About Product Return.

MANAGING MY ACCOUNT

Q32. How can I change my registered information?

Please login and click the “Account Information” button. For mobile user, please click the "Setting" button and then "Member Information" or "Account Information".

SECURITY

Q33. What are the measures for the protection of data security?

We use servers that can support TLS SHA256-bit encryption which is a commonly used technology for online shopping malls. It can protect your personal particulars such as your name, address and credit card information. When you confirm the Order for online payment processing, you will be directed to the payment gateway of the banks or their authorized agent on which all data entered are encrypted and protected throughout the payment process.

Q34. Will my credit card be safe from manipulation?

When you confirm the Order for online payment processing, you will be directed to the payment gateway of the banks or their authorized agent on which all data entered is encrypted and protected throughout the payment process. The credit card information will not be saved with your login information or in our database.

Q35. What are CVV and CVC?

CVV stands for Card Verification Value and CVC stands for Card Verification Code. It is a 3-digit code embossed or imprinted on the back of your Visa or MasterCard credit card. It appears after and to the right of your card number.

There are anthentication procedures established by credit card companies to provide greater security for Internet transactions, e.g. the cardholder is required to enter the CVV / CVC code during online transactions which may help to verify that the card is currently in the physical possession of the cardholder at the time of the transactions.

Q36. What is Verified by Visa or MasterCard SecureCode and why do I need to use it?

Verified by Visa and MasterCard SecureCode are security measures developed by Visa and MasterCard using a technology called Three-Domain (3-D) secure, which confirms the identity of a credit card holder with an extra password when an online transaction is made online.

After registering for this service with your credit card issuing bank or company, you are allowed to set a password which you would be prompted to enter before your online purchase transaction is processed. This adds an extra layer of security to verify that the individual using the credit card is the credit cardholder.

CONTACT US

Q37. How can I contact ShopThruPost if I have queries or questions on your service?

Please e-mail to respecitve section and we will try to get back to your enquiries as soon as possible:-

Order Enquiries： shopthrupost@hkpo.gov.hk

Stamp Ordering (Advanced Order Service) Enquiries： aos@hkpo.gov.hk

All Other Enquiries： shopthrupost@hkpo.gov.hk