Self-Pickup Option

Where can I collect my purchase?

Self-pick-up collection is currently only available to Hong Kong SAR and Macau SAR.

You need to provide a mobile number (with Whatsapp for the Own Pickup Point / Hand-Delivery option) during checkout in order to receive notifications on the arrangements for picking up your order.

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 it works?  (SF Express Store option)

SF Express Store pickup option is only available to Hong Kong SAR and Macau SAR.

  1. Once you have finished adding items to your shopping bag, go to the checkout.

  2. Select SF Store option to search for a convenient collection location.

  3. Choose the location nearest you and enter your payment details to complete your order.

  4. 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.

  5. When collecting your order, please take your collection confirmation email and SMS with you.

  6. 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 it works?  (Own Pickup Point / Hand-Delivery option)

Own Pickup Point pickup / Hand-Delivery option is By Appointment only, only available to Hong Kong SAR.

  1. Once you have finished adding items to your shopping bag, go to the checkout.

  2. Select our Own Pick-Up Point / Hand-Delivery option to search for a convenient collection location.

  3. Choose the location nearest you and enter your payment details to complete your order.

  4. 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.

  5. When collecting your order, please bring photo ID and the collection confirmation email and SMS with you.

  6. 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 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 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.

Can I change the collection location for my order?

For Own Pickup Point 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 Hand-Delivery option, we are able to change the collection location free of charge provided that our staff is available to meet at the new place at the new time.

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 collection? 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 to avoid fraud and verify the identity of the person who collects the order, when collecting your order from our Own Pickup Point,

  • For an order paid by credit card, the name of your photo ID must match with the name of the credit card used in the order, or
  • For an order paid by FPS or bank wire transfer, either
    • We’ll send a message to the mobile number provided by you in the order to verify the person, who collects the order, is the mobile number’s owner. We are not responsible of your loss if someone unauthorized by you uses your phone to pick up the order, or
    • The name of your photo ID must match with the name of the credit card used in the order.

You must also bring your collection confirmation email or notification message in order us to release the item(s) to you.