香港跨境電商送貨/服務政策（含全球送貨）
本政策依據香港《貨品售賣條例》（第26章）、《進出口條例》（第60章）、《服務提供（隱含條款）條例》及《保護瀕危野生動植物物種條例》（第586章）等相關法例制定，同時符合香港電商行業慣例及國際跨境物流規範，旨在明確本平台香港境內及全球範圍內跨境送貨服務的相關規定，保障客戶與平台的合法權益，確保送貨服務合规、有序、高效。
This policy is formulated in accordance with the Sale of Goods Ordinance (Cap. 26), Import and Export Ordinance (Cap. 60), Supply of Services (Implied Terms) Ordinance and Protection of Endangered Species of Animals and Plants Ordinance (Cap. 586) of Hong Kong, as well as the conventions of Hong Kong’s e-commerce industry and international cross-border logistics norms. It aims to clarify the relevant provisions of the cross-border delivery services of this platform within Hong Kong and globally, protect the legitimate rights and interests of customers and the platform, and ensure that the delivery services are compliant, orderly and efficient.
一、適用範圍（Scope of Application）
1. 本政策適用於所有在本平台購買跨境商品、送貨地址為香港境內（包括香港島、九龍、新界及各離島）及全球其他國家和地區的客戶，以及本平台委托的跨境物流合作方。
1. This policy applies to all customers who purchase cross-border goods on this platform with delivery addresses within Hong Kong (including Hong Kong Island, Kowloon, New Territories and all outlying islands) and other countries and regions around the world, as well as cross-border logistics partners entrusted by this platform.
2. 跨境商品指由海外發貨、經香港海關清關後送達香港客戶手中，或由香港/海外發貨、經目的地國家/地區海關清關後送達全球其他客戶手中的商品，不包括香港本地自營商品（本地商品送貨政策另行規定）。
2. Cross-border goods refer to goods shipped from overseas and delivered to Hong Kong customers after customs clearance by Hong Kong Customs, or shipped from Hong Kong/overseas and delivered to other global customers after customs clearance by the customs of the destination country/region, excluding locally operated goods in Hong Kong (the delivery policy for local goods is specified separately).
3. 客戶完成訂單支付，即視為已閱讀、理解並同意本送貨/服務政策的全部條款，平台與客戶之間的送貨服務關係自此成立。
3. Once the customer completes the order payment, it shall be deemed that the customer has read, understood and agreed to all the terms of this Delivery/Service Policy, and the delivery service relationship between the platform and the customer is established.
二、送貨方式與合作物流（Delivery Methods and Cooperative Logistics）
1. 平台主要采用香港郵政e-Express+服務（覆蓋全球6大洲超200個目的地）及經香港海關、目的地國家/地區海關認可的正規跨境物流合作方（如順豐速運、DHL、FedEx等）提供送貨服務，所有物流合作方均具備合法跨境運輸資質，可提供在線物流跟蹤服務。其中香港郵政e-Express+服務專門為電商商家設計，以經濟的郵資提供可跟蹤服務，適用於重量不超過2kg的輕便物品，目前已新增131個目的地，具體可參考平台公告。
1. The platform mainly uses Hongkong Post e-Express+ service (covering more than 200 destinations across 6 continents) and formal cross-border logistics partners recognized by Hong Kong Customs and the customs of the destination country/region (such as SF Express, DHL, FedEx, etc.) to provide delivery services. All logistics partners have legal cross-border transportation qualifications and can provide online logistics tracking services. Among them, Hongkong Post e-Express+ service is specially designed for e-commerce merchants, providing trackable services at economical postage rates for lightweight items up to 2kg, and 131 new destinations have been added so far, for details, please refer to the platform announcement.
2. 根據商品性質（如體積、重量、是否為受管制物品），平台有權選擇合適的送貨方式：普通跨境快遞（適用於常規商品）、專業冷鏈運輸（適用於需保鮮的食品類商品，嚴格遵循《食物業規例》（第132X章）的溫度控制要求）、特殊物流（適用於大件商品或特殊商品）。
2. According to the nature of the goods (such as volume, weight, whether they are controlled items), the platform has the right to choose an appropriate delivery method: ordinary cross-border express (for regular goods), professional cold chain transportation (for perishable food products, strictly complying with the temperature control requirements of the Food Business Regulation (Cap. 132X)), and special logistics (for large items or special goods).
3. 所有物流合作方均需遵守香港《進出口條例》、目的地國家/地區相關進出口法規及國際物流公約，嚴格執行受管制物品的運輸規定，未經許可不得運輸禁運物品，否則將承擔相應法律責任。同時需遵守香港工業貿易署關於進出口管制及簽證的相關要求，對於受管制物品需按規定提交相關許可證件。
3. All logistics partners must comply with Hong Kong’s Import and Export Ordinance, relevant import and export laws and regulations of the destination country/region and international logistics conventions, strictly implement the transportation regulations for controlled items, and shall not transport prohibited items without permission, otherwise they shall bear corresponding legal responsibilities. At the same time, they must comply with the relevant requirements of the Hong Kong Trade and Industry Department on import and export control and visas, and submit relevant permits for controlled items in accordance with regulations.
三、送貨時間與收貨安排（Delivery Time and Receipt Arrangement）
1. 送貨時間計算：自客戶訂單支付完成、平台確認訂單並提交物流後開始計算，不包含商品海外發貨準備時間、香港海關清關時間（清關時間通常為1-3個工作日，特殊商品或海關查驗時可能延長）。
1. Calculation of delivery time: It starts from the completion of the customer’s order payment, the platform’s confirmation of the order and submission to logistics. It does not include the overseas shipping preparation time of the goods and the Hong Kong Customs clearance time (customs clearance usually takes 1-3 working days, which may be extended for special goods or customs inspection).
2. 預計送貨時限： （1）香港境內：常規跨境商品，主要地區（香港島、九龍市區、新界主要城鎮）預計3-7個工作日送達；離島及偏遠地區預計5-10個工作日送達；冷鏈商品及特殊商品預計7-14個工作日送達（具體以物流跟蹤信息為准）。 （2）全球其他地區：常規跨境商品，亞洲鄰近國家（如新加坡、馬來西亞等）預計7-14個工作日送達；歐美、大洋洲等地區預計10-25個工作日送達；非洲、南美等偏遠地區預計15-30個工作日送達（具體以物流跟蹤信息為准）。 上述時限參考香港郵政e-Express+服務標準，不含周末、香港及目的地國家/地區公眾假期，且受航班情況、海關清關、航空安檢及不可抗力等因素影響可能延長。其中發往法國、德國的e-Express+物品，自2025年12月29日起最高重量限制調整為2kg。
2. Estimated delivery time: (1) Within Hong Kong: For regular cross-border goods, it is expected to be delivered within 3-7 working days to major areas (Hong Kong Island, Kowloon Urban Area, major towns in New Territories); 5-10 working days to outlying islands and remote areas; 7-14 working days to cold chain goods and special goods (subject to logistics tracking information). (2) Other regions around the world: For regular cross-border goods, 7-14 working days to neighboring Asian countries (such as Singapore, Malaysia, etc.); 10-25 working days to Europe, America, Oceania and other regions; 15-30 working days to remote regions such as Africa and South America (subject to logistics tracking information). The above time limit refers to the standard of Hongkong Post e-Express+ service, excluding weekends, public holidays in Hong Kong and the destination country/region, and may be extended due to flight conditions, customs clearance, aviation security checks and force majeure. Among them, the maximum weight limit for e-Express+ items sent to France and Germany has been adjusted to 2kg since December 29, 2025.
3. 收貨安排： （1）香港境內：客戶需提供真實、準確的送貨地址及聯繫方式，以便物流人員送貨；送貨時物流人員會提前聯繫客戶，若客戶無人接聽或無法當面收貨，可協商二次送貨時間，或安排送至指定代收點（需符合香港物流行業慣例）。 （2）全球其他地區：客戶需提供真實、完整、符合目的地國家/地區郵政規範的送貨地址及聯繫方式（含當地聯繫電話）；物流送達時，需由收件人本人或授權代理人簽收（部分國家/地區支持代收）；若無人簽收，物流方將按當地慣例安排二次送貨或留置，二次送貨產生的費用由客戶承擔。
3. Receipt arrangement: (1) Within Hong Kong: Customers need to provide a true and accurate delivery address and contact information to facilitate delivery by logistics personnel; logistics personnel will contact the customer in advance when delivering goods. If the customer does not answer the phone or cannot receive the goods in person, the second delivery time can be negotiated, or the goods can be delivered to a designated collection point (in line with Hong Kong logistics industry conventions). (2) Other regions around the world: Customers need to provide a true, complete and postal-standard delivery address and contact information (including local contact phone number) in line with the destination country/region; when the goods are delivered by logistics, they need to be signed for by the recipient in person or an authorized agent (some countries/regions support collection by others); if no one signs for the goods, the logistics party will arrange a second delivery or detention in accordance with local conventions, and the fees incurred for the second delivery shall be borne by the customer.
4. 若因客戶提供的地址錯誤、聯繫方式不暢，導致商品無法送達或延遲送達，產生的二次送貨費用、滯留費、退回費等相關費用由客戶承擔；若超過7個工作日（香港境內）或15個工作日（全球其他地區）客戶未配合收貨，平台有權視為客戶自願放棄收貨，按相關規定處理商品。
4. If the goods cannot be delivered or are delayed due to incorrect address or poor contact information provided by the customer, the relevant fees such as secondary delivery fee, detention fee and return fee incurred shall be borne by the customer; if the customer fails to cooperate in receiving the goods within 7 working days (within Hong Kong) or 15 working days (other regions around the world), the platform has the right to deem that the customer voluntarily abandons the receipt and handle the goods in accordance with relevant regulations.
四、送貨費用（Delivery Fees）
1. 送貨費用計算標準：根據商品的實際重量、體積、送貨地址（香港境內/全球其他地區）及送貨方式計算，具體費用在客戶下單時，系統會自動核算並顯示（含香港海關及目的地國家/地區海關相關費用預估），客戶確認支付後即完成送貨費用繳納。其中香港郵政e-Express+服務自2026年1月1日起，額外保險費調整為9港元。
1. Calculation standard of delivery fee: It is calculated according to the actual weight, volume, delivery address (within Hong Kong/other regions around the world) and delivery method of the goods. The specific fee will be automatically calculated and displayed by the system when the customer places an order (including the estimated fees related to Hong Kong Customs and the customs of the destination country/region), and the delivery fee payment will be completed after the customer confirms the payment. Among them, the additional insurance premium for Hongkong Post e-Express+ service has been adjusted to HK$9 with effect from January 1, 2026.
2. 優惠政策：平台會不定期推出送貨費優惠活動（如滿額免送貨費、送貨費減免等），具體優惠條件及時間以平台公告為准；香港郵政e-Express+服務的臨時郵資優惠（如2026年2月28日前發往巴西、加拿大、意大利等國的郵資優惠），平台會同步更新並惠及客戶。
2. Preferential policies: The platform will from time to time launch delivery fee preferential activities (such as free delivery fee for full amount, delivery fee reduction, etc.). The specific preferential conditions and time are subject to the platform announcement; the temporary postage discount of Hongkong Post e-Express+ service (such as the postage discount for items sent to Brazil, Canada, Italy and other countries before February 28, 2026) will be updated synchronously by the platform and benefit customers.
3. 特殊費用：若商品屬於超大件、超重或特殊商品（如冷鏈商品、易碎品），需額外收取特殊運輸費用，具體費用會在商品詳情頁及下單頁明確標示，客戶下單即視為同意支付該費用。
3. Special fees: If the goods are oversized, overweight or special goods (such as cold chain goods, fragile goods), an additional special transportation fee will be charged. The specific fee will be clearly marked on the product details page and the order page, and the customer’s order shall be deemed as consent to pay the fee.
五、商品驗收與問題處理（Commodity Inspection and Problem Handling）
1. 驗收要求： （1）香港境內：客戶收貨時，應當面檢查商品的外包裝是否完好、商品數量是否齊全、商品外觀是否有損壞（不影響商品質量的輕微外包裝磨損除外）；若發現外包裝破損、商品短缺或外觀嚴重損壞，應當場拍照留存證據，並拒絕簽收，同時及時聯繫平台客服處理。 （2）全球其他地區：客戶收貨時，應當面檢查商品外包裝及商品狀態，若發現外包裝破損、商品短缺、外觀損壞或不符，需在簽收時注明問題並拍照留存證據，同時在24小時內聯繫平台客服處理；未注明問題且簽收後提出外包裝或外觀損壞問題，平台將不予受理（除非能提供充分證據證明損壞發生在運輸過程中）。其中香港郵政e-Express+服務的物流跟蹤信息，可在投寄日起六個月內在香港郵政或目的地郵政部門網站查詢，期間不提供其他郵件查詢服務。
1. Inspection requirements: (1) Within Hong Kong: When receiving the goods, the customer shall check on the spot whether the outer packaging of the goods is intact, whether the quantity of the goods is complete, and whether the appearance of the goods is damaged (except for slight outer packaging wear that does not affect the quality of the goods); if the outer packaging is found to be damaged, the goods are missing or the appearance is seriously damaged, the customer shall take photos on the spot to retain evidence, refuse to sign for receipt, and contact the platform customer service in a timely manner for handling. (2) Other regions around the world: When receiving the goods, the customer shall check the outer packaging and the status of the goods on the spot. If the outer packaging is found to be damaged, the goods are missing, the appearance is damaged or inconsistent, the customer shall indicate the problem when signing and take photos to retain evidence, and contact the platform customer service within 24 hours for handling; if no problem is indicated and the problem of outer packaging or appearance damage is raised after signing, the platform will not accept it (unless sufficient evidence can be provided to prove that the damage occurred during transportation). The logistics tracking information of Hongkong Post e-Express+ service can be inquired on the website of Hongkong Post or the destination postal administration within six months from the date of posting, and no other mail inquiry service is provided during this period.
2. 驗收後問題：若客戶已簽收商品，其後發現商品存在質量問題（符合《貨品售賣條例》中“無可商售品質”的界定），香港境內客戶需在簽收後7個工作日內、全球其他地區客戶需在簽收後14個工作日內聯繫平台客服，提供商品問題照片、訂單編號及物流跟蹤信息，平台將會同物流合作方核實，核實屬實後按相關規定處理。
2. Problems after inspection: If the customer has signed for the goods and later finds that the goods have quality problems (in line with the definition of “no merchantable quality” in the Sale of Goods Ordinance), customers in Hong Kong shall contact the platform customer service within 7 working days after signing, and customers in other regions around the world shall contact the platform customer service within 14 working days after signing, providing photos of the goods problems, order number and logistics tracking information. The platform will verify together with the logistics partner, and handle it in accordance with relevant regulations after verification.
3. 香港法例說明：根據香港《貨品售賣條例》，出售後的貨品僅在“沒有可銷售的品質”（即貨品素質有問題）時，客戶才可要求更換或退貨；平台不接受客戶因“改變主意”而提出的退貨或換貨要求，除非平台另有明確承諾。
3. Explanation of Hong Kong laws: According to Hong Kong’s Sale of Goods Ordinance, customers can only request replacement or return of goods after sale if they “have no merchantable quality” (i.e., the quality of the goods is problematic); the platform does not accept customer requests for return or exchange due to “change of mind”, unless the platform has other clear commitments.
4. 物流損毀處理：若商品在運輸過程中因物流原因造成損毀、丟失，平台將根據物流核實結果，為客戶辦理退款、補發商品或相應賠償（具體賠償標準參照物流合作方的賠償規定及平台相關條款）；若因不可抗力（如天災、政治風險、罷工、疫情等）導致商品損毀、丟失，平台不承擔相關責任，但會協助客戶與物流方協商處理。
4. Handling of logistics damage: If the goods are damaged or lost due to logistics reasons during transportation, the platform will handle refund, reissue of goods or corresponding compensation for the customer according to the logistics verification result (the specific compensation standard refers to the compensation regulations of the logistics partner and the relevant terms of the platform); if the goods are damaged or lost due to force majeure (such as natural disasters, political risks, strikes, epidemics, etc.), the platform shall not bear relevant responsibilities, but will assist the customer in negotiating with the logistics party.
六、受管制與禁運物品說明（Explanation of Controlled and Prohibited Items）
1. 客戶確認，所購買的商品均符合香港《進出口條例》、《保護瀕危野生動植物物種條例》、目的地國家/地區相關法規及國際公約要求，不包含任何禁運物品（如危險藥物、武器、受管制化學品等）及未經許可的受管制物品（如受《瀕危野生動植物種國際貿易公約》管制的物種、未附衛生證明書的進口肉類等）。同時遵守香港工業貿易署關於儲備商品、戰略物品等的進出口管制要求，如需相關許可證件需提前辦理。
1. The customer confirms that the purchased goods comply with the requirements of Hong Kong’s Import and Export Ordinance, Protection of Endangered Species of Animals and Plants Ordinance, relevant laws and regulations of the destination country/region and international conventions, and do not include any prohibited items (such as dangerous drugs, weapons, controlled chemicals, etc.) or uncontrolled controlled items (such as species controlled by the Convention on International Trade in Endangered Species of Wild Fauna and Flora, imported meat without health certificates, etc.). At the same time, they shall comply with the import and export control requirements of the Hong Kong Trade and Industry Department on reserve commodities, strategic items, etc., and relevant permits shall be handled in advance if necessary.
2. 若因客戶購買禁運物品或未經許可的受管制物品，或未按規定辦理相關許可證件，導致商品被香港海關、目的地國家/地區海關沒收、罰款或其他法律責任，所有損失由客戶自行承擔，平台不承擔任何責任，並有權終止與該客戶的服務關係。根據香港《進出口條例》，違反法例規定輸入或輸出貨物，可能被判罰款及監禁，還可能受到行政制裁。
2. If the goods are confiscated, fined or subject to other legal liabilities by Hong Kong Customs or the customs of the destination country/region because the customer purchases prohibited items or uncontrolled controlled items, or fails to handle relevant permits in accordance with regulations, all losses shall be borne by the customer, the platform shall not bear any responsibility, and has the right to terminate the service relationship with the customer. According to Hong Kong’s Import and Export Ordinance, violating the provisions of the ordinance to import or export goods may result in fines and imprisonment, as well as administrative sanctions.
3. 客戶需配合平台及物流方，如實申報所購商品的詳細信息（包括品名、數量、價值、用途等），虛假或誤導性申報可能導致商品被香港海關、目的地國家/地區海關扣留、沒收或罰款，相關損失由客戶自行承擔。根據香港法例，任何人士均須在輸入／輸出貨物後14日內向香港海關呈交準確及完整的進／出口報關單（豁免物品除外）。
3. The customer shall cooperate with the platform and the logistics party to truthfully declare the detailed information of the purchased goods (including product name, quantity, value, purpose, etc.). False or misleading declaration may lead to the goods being detained, confiscated or fined by Hong Kong Customs or the customs of the destination country/region, and the relevant losses shall be borne by the customer. According to Hong Kong laws, any person shall submit an accurate and complete import/export declaration to Hong Kong Customs within 14 days after importing/exporting goods (except for exempted items).
七、服務責任與免責條款（Service Liability and Disclaimer）
1. 平台盡力保障送貨服務的準時性和商品的安全性，但因物流合作方的操作失误、香港海關及目的地國家/地區海關查驗、國際運輸延誤、不可抗力、客戶自身原因等非平台可控因素導致的送貨延遲、商品損毀、丟失等問題，平台不承擔直接責任，但會盡力協助客戶與物流方協商解決。
1. The platform shall make every effort to ensure the timeliness of delivery services and the safety of goods, but the platform shall not bear direct liability for delivery delays, goods damage, loss and other problems caused by non-platform controllable factors such as operational errors of logistics partners, inspection by Hong Kong Customs and the customs of the destination country/region, international transportation delays, force majeure, and customer’s own reasons, but will try its best to assist customers in negotiating with logistics parties.
2. 平台所提供的送貨服務僅限於商品從香港/海外發貨、經香港海關及目的地國家/地區海關清關至客戶指定送貨地址的過程，不包含商品安裝、调试、關稅代繳（除非平台另有明確約定）等增值服務；全球送貨服務不包含目的地國家/地區的境內稅費（如增值稅、關稅等），該部分費用由客戶自行承擔，具體金額以目的地海關核定為准。香港作為自由港，進口或出口貨物均毋須繳付關稅，但部分貨品的進口及／或出口必須領證。
2. The delivery service provided by the platform is limited to the process of goods being shipped from Hong Kong/overseas, cleared by Hong Kong Customs and the customs of the destination country/region to the customer’s designated delivery address, and does not include value-added services such as goods installation, commissioning, and tax payment on behalf of customers (unless the platform has other clear agreements); the global delivery service does not include domestic taxes (such as value-added tax, customs duties, etc.) in the destination country/region, which shall be borne by the customer, and the specific amount shall be determined by the destination customs. As a free port, Hong Kong does not require payment of customs duties for imported or exported goods, but import and/or export of certain types of goods must be licensed.
3. 客戶需在本政策規定的時間內提出服務投訴或問題反饋（香港境內7個工作日內，全球其他地區14個工作日內），超過時限未提出的，平台有權不予受理。
3. The customer shall submit service complaints or problem feedback within the time specified in this policy (within 7 working days in Hong Kong and 14 working days in other regions around the world). If not submitted within the time limit, the platform has the right to refuse to accept it.
八、政策修訂與查詢（Policy Revision and Inquiry）
1. 本政策可根據香港相關法規更新、行業慣例調整及平台業務發展需要，進行修訂。修訂後的政策將在平台官網、APP等顯著位置公告，公告發布後7個工作日起生效，客戶繼續使用平台送貨服務，即視為同意修訂後的政策。
1. This policy may be revised according to the update of relevant Hong Kong laws and regulations, adjustment of industry conventions and the needs of the platform’s business development. The revised policy will be announced in prominent positions such as the platform’s official website and APP, and will take effect 7 working days after the announcement is released. If the customer continues to use the platform’s delivery service, it shall be deemed that the customer agrees to the revised policy.
2. 客戶若對本送貨/服務政策有任何疑問，或需要查詢訂單送貨進度，可通過平台客服熱線、在線客服、電子郵件等方式聯繫平台，平台將在24個工作日內予以回復；全球送貨相關查詢，平台會協助聯繫對應國際物流合作方處理，回復時限可能適當延長（不超過48個工作日）。
2. If the customer has any questions about this Delivery/Service Policy or needs to inquire about the order delivery progress, the customer can contact the platform through the platform’s customer service hotline, online customer service, email and other methods, and the platform will reply within 24 working days; for inquiries related to global delivery, the platform will assist in contacting the corresponding international logistics partner for handling, and the reply time limit may be appropriately extended (no more than 48 working days).
九、其他（Others）
1. 本政策的中英雙語版本具有同等法律效力，若兩個版本存在歧義，以中文版本為准。
1. The Chinese and English versions of this policy have the same legal effect. If there is any ambiguity between the two versions, the Chinese version shall prevail.
2. 本政策未盡事宜，按照香港相關法律法規、目的地國家/地區相關法規、國際物流公約及行業慣例處理；全球送貨服務若涉及香港與其他經濟體簽訂的自由貿易協定相關貨物貿易安排，按對應協定規定執行。
2. Matters not covered in this policy shall be handled in accordance with relevant Hong Kong laws and regulations, relevant laws and regulations of the destination country/region, international logistics conventions and industry conventions; if the global delivery service involves the goods trade arrangements under the free trade agreements signed between Hong Kong and other economies, it shall be implemented in accordance with the corresponding agreement provisions.