1. Delivery Fee
We offer FREE delivery if you select “Collect in person”, “Redeem via MTR Mobile” or purchase up to HK$600 per order. If purchase amount less than HK$600, $45 delivery fee per order will be charged.
The delivery fee will include the courier service fee which is based on the charges of Kerry Express / S.F. Express and a handling fee of MTR Corporation Limited. Late pick up will incur late pick up charge. It will be charged by Kerry Express / S.F. Express directly when you pick up the goods.
2. Delivery / Redemption Services
After adding the items to cart, you can select your preferred ‘Delivery Method’ and choose your desired location for pick-up / input the delivery address, then proceed to make payment for your order. Once payment has been confirmed, you will receive an order summary email with the details of your order and collection point / delivery address.
We provide the following delivery/ redemption methods:
- Redemption in person
Once your order is ready for collection, a confirmation of redemption email will be sent to you. Please don’t arrive before you have received the confirmation of redemption email. To pick up the order, please present your confirmation of redemption email for collection. Normally, we will send you the confirmation of redemption email within 3 - 5 working days.
Please ensure all the item(s) ordered is/are collected in one go and within 30 days from the date of confirmation of redemption email issue. Partial collection is not allowed. We reserved the right to reject your redemption if you could not present the confirmation of redemption email. For item(s) which has/ have not been collected after the redemption deadline, you will be deemed to have given up your right for redemption. No refund will be made under such circumstances.
If you need to delegate the other person for collection, please complete the “Delegation for Collection”. The delegate must present the following items at the time of collection:
1) A signed Delegation Form
2) A print copy of “Confirmation of Redemption Email”
3) A print copy of subscriber’s personal identity document
4) Personal identity document of the delegate
- Order eVoucher / tourist ticket only
***This method is only applicable to specific items****
Once order confirmed, the ordered item(s) will be delivered to your MTR Mobile app in the next calendar day.
You can find your purchased item(s) under “My Reward – Gifts”. For details, please refer to the details of the item(s).
2) Tourist Ticket
Once order confirmed, the ordered item(s) will be delivered to your email in the next three working days.
- Kerry Express @ MTR Shops / Delivery Service / S.F. Express SF Locker / S.F. Express - Store Pickup / S.F. Express - S.F. - Business Station Pickup*
Each order can only be delivered to a selected locker location or one local address. We do not provide delivery service to overseas countries and territories at the moment. Please fill in recipient's full name and local mobile number (begin with +852) in Delivery Detail to facilitate smooth delivery.
After your order has been confirmed, we will dispatch your order within 3 – 5 working days to Kerry Express / S.F. Express normally. Once your ordered item(s) has/ have been dispatched, a dispatch email with a tracking number will be sent to you. MTR Mobile registered user can check the order status and tracking number in "Order" column under the user profile after logged in.
Kerry Express / S.F. Express will notify you with collection date and time by phone or SMS when the goods are ready to be picked up. Additional charge will be charged by Kerry Express/ S.F. Express directly for late picked up. About business hours of each pickup location, please refer to the official website of Kerry Express / S.F. Express.
*The crystal trains are fragile items and can only be redeemed in person at physical store. Delivery is NOT available.
3. Refund / Replacement of Damaged Item(s)
No refund or goods exchange for all goods after order confirmation. If you find your ordered item(s) is/are damaged upon delivery, please inform us by sending email to firstname.lastname@example.org within 3 days upon receipt of the item(s).
To refund or replace item(s) that is/are damaged upon delivery, you shall visit our MTR e-Store Shop in person with the damaged item(s) and related order information. Only damaged item(s) that is/are returned to us within 14 days of receipt will be accepted for return / exchange.
MTR e-Store - Admiralty Station
Shop 24, MTR Admiralty Station (near Exit B, unpaid area outside gate)
Business Hours: 08:00 a.m. - 08:00 p.m. Mon-Sun (Redemption Time: 11:00 a.m. - 7:00 p.m.)
Goods will be replaced once only. We reserve the right to reject any requests for refund or replacement after inspection of the returned damaged goods and the supporting documents.
Refund or replacement shall not arrange for any artificial damage.
< Back to FAQs