REGISTRATION & ORDERING - General

Q1. What is ShopThruPost?

ShopThruPost is an online shopping platform 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 it necessary for me to register before ordering?

No. Non-member customers can make purchases on ShopThruPost. However, by registering as a member, you can enjoy the personalised functions of ShopThruPost, including quick access to your order history.

Q3. How can I register as a ShopThruPost member?

You should first register for a “Hongkong Post ID” account before becoming a ShopThruPost member. Please click here and input personal information as required to register for a “Hongkong Post ID” account. Upon completion of the registration, you will automatically become a ShopThruPost member.

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

Q4. How can I sign in ShopThruPost using my “Hongkong Post ID”?

You will need to activate your ShopThruPost membership. Please click here and log in with your “Hongkong Post ID” login credentials. Once logged in, click “Get Started with ShopThruPost”, then input the information as required and finally click “Register”. Upon completion of the above procedures, you will become a ShopThruPost member.

Q5. What if I have forgotten my password?

Please click here and enter the login name of your “Hongkong Post ID” account and the email address associated with it, then click “Submit”. You will receive a password reset link through email.

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

Q6. What if I have forgotten my “Hongkong Post ID” login name?

Please click here and enter the last name and email address used to register for your “Hongkong Post ID” account, then click “Submit”. You will receive your login name through email.

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

Q7. What currency is used?

All prices for products sold on ShopThruPost are listed in Hong Kong dollars. Other currencies (if any) shown underneath the product prices are for reference only.

Q8. How to place order?

First click “Add to Cart” on the product page of your desired product. Once you are ready to place your order, click the Shopping Cart icon and then the “Check Out” button. On the Order Summary page, fill in the delivery details and confirm your order before proceeding to the payment gateway selected to make an online payment.

Q9. Why is there no response when I add the order quantity?

If you are on a good network connection, the main reason is that the quantity you wish to order cannot be fulfilled due to insufficient stock.

Q10. 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 click here and refer to our disclaimer.

Q11. 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 destinations only.

Please refer to the product details of individual products for further information.

ORDER DELIVERY & PROCESSING

Q12. How can I know if my order is successfully placed?

Upon a successful online payment, you may navigate to the My Order page, which sets out the details of your order. A confirmation letter with your order details (“Confirmation Letter”) will then be sent to the email address you have entered for correspondence in the Order Summary. Please note that your order can be treated as an “Successful Transaction” only when you receive the Confirmation Letter. Our acceptance of your order is subject to stock availability and valid recipient’s information. Please quote the Order Reference Number for future correspondence and tracking of delivery with us.

Q13. Can I request the products be delivered to a P.O. Box address?

No. P.O. Box addresses are not acceptable.

Q14. Can I collect the ordered products at post offices?

Yes. Please select “Counter Collection” as the delivery method, then choose a pick up point and provide a valid mobile phone number and email address.

Q15. What is the delivery charge for the products ordered?

All the orders will be delivered by means of postal services. We do not charge for delivery if the products ordered are collected at post offices.

Hongkong Post offers delivery services and delivery charges vary according to the categories and weights of the products, the shipping methods selected and the destinations. The total delivery charge for the products ordered will be shown on the Order Summary 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 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 - Philatelic and PostShop Products section below.

Please refer to the product details of individual products for specific information on delivery.

Q16. 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.

Q17. Can I cancel the order after I have received the Confirmation Letter?

You are responsible for reviewing and confirming the order content before payment. Hongkong Post reserves the rights to refuse your application of order cancellation at our sole discretion. If you wish to cancel an order on the same working day, please email our Order Processing Section at shopthrupost@hkpo.gov.hk, quoting the order date, Order Number Reference and contact information and we will make every reasonable effort to cancel your order. Refund will be made after we have confirmed the cancellation with you by email and it may take about 30 working days. If we have already processed the despatch of the order, we will not be able to cancel it. In such case, you may wish to return the products to us at your own expense in accordance with our Product Return and Exchange Policy. Please refer to Clause 2.11 of the Terms and Conditions for details.

Q18. How long does it take for products ordered to be delivered to the recipient?

Products ordered will normally be despatched for delivery to the recipient six working days at the earliest upon a successful payment. The time of actual receipt by the recipient depends on the shipping method selected and the destination. If there is a temporary shortage of stock or delay in delivery, our customer service representative will contact the customer directly.

For philatelic and PostShop products, please refer to the Special Handling Note - Philatelic and PostShop Products section below.

For more information about Hongkong Post delivery service, please visit “Order Information” > “About Delivery”.

Q19. What if the product I have ordered is out of stock?

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

However, if the products ordered run out of stock after you have paid, your payment will be refunded in full. Hongkong Post shall have no other liability.

Q20. What if the delivery of products is unsuccessful?

For delivery through postal means, redelivery or re-direction arrangement will follow the normal postal arrangements of Hongkong Post or destination postal administrations as applicable.

For philatelic and PostShop products, please also refer to the Special Handling Note - Philatelic and PostShop Products section below.

Q21. If I did not receive the products ordered, whom should I contact?

Please email our Order Processing Section 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

Q22. Do I need to pay any extra charge in addition to the retail price of the products?

(a) For counter collection at post offices, no extra charges will be imposed.

(b) For local delivery, a delivery charge of HK$10 per order will be imposed.

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

Q23. How long does it take for the products ordered to be delivered to the door or available for collection at post offices?

(a) For counter collection at post offices, the products ordered will be despatched within six working days from the date of order confirmation. Hongkong Post Stamps will send you a collection email once the product ordered arrive at your selected post office, notifying you to collect your products.

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

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

Q24. How many post offices are available for collecting products ordered?

Customers may choose to collect from one of the 37 designated post offices.

Q25. What if the delivery of the products ordered is unsuccessful or they are not collected?

(a) For counter collection at post offices, the products ordered will be returned to Hongkong Post Stamps (“HKPS”) at Kowloon Bay Post Office, 1/F, Hongkong Post Building, 8 Wang Kee Street, Kowloon Bay if they are not collected within 14 working days from the date of the collection email. Upon their arrival at HKPS, the products ordered will be available for collection at HKPS for a further six months. In the event the products ordered are not collected within this six-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 for you to collect them at the post office specified therein within 14 working days from the date of the notice. If the products ordered remain uncollected after this 14-day period, they will be returned to HKPS for collection for a further six months. In the event the products ordered are not collected within this six-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) For non-local delivery, if the products ordered are returned to us from your destination due to non-delivery, we will contact you by email or telephone to re-confirm the address and attempt to re-send the products ordered at most twice within six months from the date they are first returned to us. If the products ordered are not successfully delivered within this six-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

Q26. What is Hongkong Post’s product return policy?

Please refer to the Product Return and Exchange Policy in our Terms and Conditions.

Q27. What if I want to return or exchange the product?

Please refer to “Order Information” > “About Product Return”.

MANAGING MY ACCOUNT

Q28. How can I change my information?

Please log in and click the “Account Information” button.

SECURITY

Q29. What are the measures for the protection of data security?

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

Q30. Will my credit card be safe from manipulation?

When you confirm an order for online payment processing, you will be redirected to the payment gateway of the banks or their authorised agents, on which all data entered are encrypted and protected throughout the payment process. Credit card information will not be saved with your login information or in our database.

Q31. What are CVV and CVC?

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

Authentication procedures are established by credit card companies to provide greater security for internet transactions. For example, the cardholder is required to enter the CVV / CVC code during an online transaction which may help to verify that the card is currently in the physical possession of the cardholder at the time of the transaction.

Q32. What are “Visa Secure” and “MasterCard SecureCode”? Why do I need to use them?

“Visa Secure” and “MasterCard SecureCode” are security measures developed by Visa and MasterCard respectively using a technology called Three-Domain (3-D) Secure, which confirms the identity of a credit cardholder with an extra password when a 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 will be prompted to enter before your online purchase transaction is processed by the payment gateway. This adds an extra layer of security to verify that the individual using the credit card is the credit cardholder.

CONTACT US

Q33. How do I contact ShopThruPost if I have queries or questions on your service?

Please email the respective section and we will try to get back to you 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