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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 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


Click to check MTR e-Store location

  • Order eVoucher / tourist ticket only
    ***This method is only applicable to specific items****

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.


  • 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. 


    ​Please note the delivery service will be provided by Kerry Express / SF Express and subject to a separate contract between you and Kerry Express / SF Express. Your personal data will also be provided to Kerry Express / SF Express to which the Corporation has no right of control or access. Before you choose the delivery service provided by Kerry Express / SF Express, you should therefore read carefully the terms and conditions at or and the privacy policy at or of Kerry Express / SF Express. The Corporation is not a party to the contract between you and Kerry Express /SF Express and will not have any responsibility or liability arising out of the delivery service provided by Kerry Express /SF Express. If you have any enquiries arising out of the delivery service, please contact to Kerry Express / SF 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 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.



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