[Hong Kong] Self collection guide for buyers
When your parcel is ready for collection, you will receive a notification from us via Updates and email. You can also track the parcel status from your Order details page.
SF Express will send you a separate link which you have to show them in order to collect your parcel.
Once a parcel is delivered to the collection point, you have 4 days to check your parcel and raise a return/refund request if your item is significantly not as described. Once you tap on ‘Order received’ your seller will be paid and you can no longer raise a dispute. The order will also be automatically completed 4 days after the parcel is delivered if you had not tapped on ‘Order received’.
Contents
How do I collect my item from SF Express?
What methods can I use to pay for delivery at SF Express collection points?
What are the additional charges if I don't collect my parcel on time?
How do I collect my item from SF Express?
SF Express will send a QR code to the mobile number that you have provided at checkout. You can open the QR code on your SF Express app or you can click the link sent to your SMS from SF Express.
Proceed to the collection point within 24 hours to avoid any additional charges. The collection point is indicated in your parcel collection guide.
What methods can I use to pay for delivery at SF Express collection points?
You do not need to pay for delivery at SF Express collection points, as the fee has already been covered when you checked out your order. In the event that there are additional charges due to late collection of parcel, additional packaging cost for the parcel etc you will be required to pay to SF Express directly. The payment methods supported by SF Express are AliPay, WeChat Pay, UnionPay QR code, UnionPay app, PayMe and Octopus.
What are the additional charges if I don't collect my parcel on time?
Additional charges starting at HKD $10 per day may apply for collections that occur beyond 24 hours. This late collection fee will be charged by SF Express to you and you will need to pay at the designated collection point. You may refer here for more information: https://htm.sf-express.com/hk/en/products_services/Express_Services/Value_added_Services/SF_Retention_Service/
Carousell will not be responsible for any extra charges, including retention fees, redelivery fees, or any additional service charges beyond the standard parcel delivery fees set by the courier.