Compensation Policy

e-Express+ service items destined for other destinations are traceable on the websites of their postal administrations within six months from the date of posting:

e-Express+ service items destined for other destinations are traceable on the websites of their postal administrations or of HKP within six months from the date of posting. Instead of contacting HKP, the sender should trace his/ her items on the aforesaid websites within six months from the date of posting. HKP only accepts indemnity claims for total loss of an item (except mail items destined to Belarus, Brazil, Cuba, Iran, Israel, Lebanon, Libya, Myanmar, Russia, South Africa, Turkey, Ukraine, Venezuela (Bolivarian Rep.) and Viet Nam).

Besides, returned or undelivered item will be returned to the sender by ordinary mail service without tracking function. Sender may expect longer return time and no mail enquiry service will be provided.

The Compensation Clause on e-Express+ Service

e-Express+ items without delivery status* displayed on the websites within one month from the date of posting will be considered a total loss.

* Delivery status refers to the status of successful delivery or attempted delivery of an e-Express+ item to be displayed on the websites of destination postal administrations or that of HKP (whichever shows the latest).

If HKP is satisfied that the claimant has sustained direct loss as a result of the loss of the item, an indemnity up to the following limits is payable to the claimant:

The claimant should provide the purchase invoice/receipt, and/or the transaction record to substantiate the value of contents, or the invoice/receipt/record of replacement to substantiate the replacement cost in case of documents, which should tally with the information stated on the shipping label. No refund of postage shall be made to the claimant under any circumstances. Hongkong Post has the right to recover the full amount of the compensation if the mail item is subsequently delivered to the addressee or returned to the sender.

The amount of indemnity shall be:

whichever is the lowest among the three, but excluding any indirect loss or loss of profit. Under no circumstances will the postage be refunded to the claimant.

You may choose for extra insurance coverage (except mail items destined to Belarus, Brazil, Cuba, Iran, Israel, Lebanon, Libya, Myanmar, Russia, South Africa, Turkey, Ukraine, Venezuela (Bolivarian Rep.) and Viet Nam) by paying a flat rate premium of $11 per item with a maximum coverage of HK$5,000.

The sender may claim for indemnity from HKP for total loss of an item within one to four months after the date of posting. Late submission of claims will not be entertained under any circumstances. All claims should be submitted together with the following documents:

Please return the completed form and the required supporting documents as mentioned above to the Mail Tracing Office of Hongkong Post by any one of the following means:

(i) Login EC-ship Online Portal and fill in the Online Enquiry Form,
(ii) Email to: mto@hkpo.gov.hk ;
(iii)Send by post to: Mail Tracing Office, Hongkong Post, 12/F Kennedy Town Community Complex, 12 Rock Hill Street, Kennedy Town, Hong Kong; or
(iv) Fax to: 2543 0469 ;

For more information about submitting compensation claims for e-Express+ service items, please refer to the Terms and Conditions.