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About Delivery, Redemption and Replacement of Damaged Item(s)
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 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 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:
1) eVoucher
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.
*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 contact us by sending email to estore@mtr.com.hk within 3 days upon receipt of the item(s). Please state the order number, item(s) name, details of the item(s) problem, and relevant photos in the email for verification by the relevant departments. Once the application has been processed, we will notify you of the result of the return by email.
If the application is approved, you are required to bring along the damaged item(s) and the receipt to the MTR e-Store Shop in person for return / refund. Only damaged item(s) that is/are returned to us within 14 days of receipt will be accepted for return / exchange.
MTR e-Store – Hong Kong West Kowloon Station
Shop B2-13, Arrival Concourse, Hong Kong West Kowloon Station
Business Hours: 10:00 a.m. - 07:00 p.m. Mon - Sun (Lunch Time: 02:00 p.m. - 03:00 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.