Customers cannot cancel orders by themselves. If they want to cancel an order, they can apply via email or directly contact customer service staff.
Please note that orders that have been shipped/in transit cannot be canceled.
1. After successfully placing an order and checking out, can I change the delivery address?
- You can directly contact customer service staff via email for modification before shipment.
- The delivery address cannot be changed after shipment. If you want to modify it, you can contact SF Express customer service to make the modification.
[Information before shopping]
(delivery regulations)
- Please enter the recipient's phone number and delivery address accurately. If the delivery fails due to incorrect information, SF Express may charge additional fees to the customer.
- For customers who choose smart locker self-pickup, if they fail to complete the pickup within the first 24 hours after the SMS notification is sent, SF Express will charge additional service fees.
- For customers who choose to pick up their items at SF Express business locations or SF Express stations, if they fail to pick up their items within the first 2 days after the notice is issued, SF Express will charge additional service fees.
- If the customer changes the delivery method and address after placing the order, he or she must contact SF Express to make the changes. SF Express may charge additional fees to the customer.
- Please confirm product options and quantities before purchasing. Once payment is successful, product content, additional orders, or combined orders cannot be changed.
- If the customer refuses to receive the order after the order is shipped, additional charges and shipping charges will be deducted from the payment.
(Gift rules)
- The gifts included in the set and order cannot be changed, and the random gifts will be randomly arranged and shipped by warehouse colleagues, so please pay attention.
(SF service fee)
-To ensure the smooth flow of express delivery and service quality, if customers choose to pick up their parcels at SF Service Centers, SF Stores, or SF Express Lockers, but fail to complete the pick-up within the designated time, they will be required to pay the "SF Butler" service fee.
1. Pick up the express package at an SF Express business point or SF Express station
Customers who choose to pick up their parcels at SF Express service points or SF stations, and fail to collect them within the first 2 days after the notification is sent via SMS/SFHK APP, will be charged a service fee of HKD 10 per day by SF Express Hong Kong. The fee will be accumulated on a daily basis.
*Days are calculated from Monday to Saturday, excluding Sundays and public holidays.
2. Pick up express items at the smart cabinet
The customer failed to collect the parcel from the SFHK APP notification of self-service smart cabinet within the first 24 hours. SFHK will charge a service fee of HKD 10 for "SF Butler" every 24 hours thereafter. The fee will be accumulated on a per 24-hour basis.
Click here to view detailed SF service fees:
