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Compensation Policy

Compensation Policy for e-Express+ Service Items

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:

Destination Website
Australia Australia Post Tracking
Austria Post AG/Austrian Post Tracking
Belgium bPost Tracking
Brazil (Compensation is not applicable) Brazil Post Tracking
Cambodia Cambodia Post Tracking
Canada Canada Post Tracking
Denmark Danish Post Danmark / Postnord Tracking
Finland Posti Finland Tracking
France La Poste Tracking
Germany Deutsche Post Tracking
Hungary Magyar Posta (Hungary Post) Tracking
Iceland Iceland Post Tracking
India India Post Tracking
Indonesia POS Indonesia Tracking
Ireland An Post Tracking
Israel (Compensation is not applicable) Israel Postal Company Tracking
Japan Japan Post Tracking
Latvia Latvijas Pasts (Latvia Post) Tracking
Lebanon (Compensation is not applicable) LibanPost (Libanon Post) Tracking
Luxembourg Post Luxembourg Tracking
Macao Macao Post Tracking
Mainland China China Post Tracking
Malaysia POS Malaysia Tracking
Mexico Correos de Mexico (Mexico Post) Tracking
Netherlands PostNL Tracking
New Zealand New Zealand Post Tracking
Norway Posten Tracking
Philippines Philippines Post Tracking
Poland Poczta Polska (The Polish Post) Tracking
Portugal CTT Post Office Tracking
Russia (Compensation is not applicable) Russian Post Tracking
Serbia Pošta Srbije (Serbia Post) Tracking
Singapore Singapore Post Tracking
Slovenia Pošta Slovenije (Slovenia Post) Tracking
South Africa (Compensation is not applicable) South Africa Post Tracking
South Korea Korea Post Tracking
Spain Correos Tracking
Sweden Swedish Posten / Postnord Tracking
Switzerland Swiss Post Tracking
Thailand Thailand Post Tracking
Türkiye (Compensation is not applicable) PTT Tracking
United Arab Emirates Emirates Post Tracking
United Kingdom Royal Mail Tracking
USA USPS Tracking
Vietnam (Compensation is not applicable) Vietnam Post Tracking
Italy Italy Post Tracking
Saudi Arabia Saudi Arabia Post Tracking
Chile Chile Post Tracking
Romania Romania Post Tracking
Morocco Morocco Post Tracking
Egypt Egypt Post Tracking
Greece Greece Post Tracking
Pakistan Pakistan Post Tracking
Malta Malta Post Tracking
Sri Lanka Sri Lanka Post Tracking
Lithuania Lithuania Post Tracking
Estonia Estonia Post Tracking
Croatia Croatia Post Tracking

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 Brazil, Israel, Lebanon, Russia, South Africa, Turkey 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:

  1. HK$1,000 (for any item weighing 500g or above); or
  2. HK$500 (for any item weighing less than 500g).

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 and postage refund if the mail item is subsequently delivered to the addressee or returned to the sender.


The amount of indemnity shall be:

  1. the item value declared on the shipping label; or
  2. the maximum amount of indemnity (i.e. (1) HK$1,000 (for any item weighing 500g or above); or (2) HK$500 (for any item weighing less than 500g)); or
  3. the value shown on the purchase invoice/ receipt, and/ or the transaction record of the article lost; in case of documents, the amount of indemnity shall be the replacement cost shown in invoice/receipt/record of replacement;

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 for Brazil, Israel, Lebanon, Russia, South Africa, Turkey 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:

  1. Application Claim Form for e-Express+ Service Item (The sender can download the Application Claim Form from the EC-Ship online portal or prepare his/her own claim application form, provided that the information on and the format of the self-prepared application claim form are the same as the one downloaded from the online portal);
  2. Original or copy of Declaration of Non-receipt of e-Express+ Service Item (The sender can download the Declaration from the EC-Ship online portal or prepare his/her own declaration form, provided that the information on and the format of the self-prepared declaration form are the same as the one downloaded from the online portal);
  3. Original of the Certificate of Posting downloaded from the EC-Ship Online Portal. The details of the post office as well as the date and time of acceptance of the item are shown on the Certificate of Posting; and
  4. A copy of the purchase invoice / receipt and / the transaction record (e.g. Paypal, eBay, Bank record). A stamped or signed invoice or an electronic invoice of the mail item with full description of the contents, quantity, value, merchant's name, merchant's address, merchant's telephone number, invoice number and invoice issuance date. The claimant should provide the relevant invoice/receipt to substantiate the value of the mail item, which should tally with the information stated on the shipping label. (if the above mentioned copy of the invoice or receipt is not available, please provide other documents that can substantiate the value of the mail content); and
  5. A copy of a valid Business Registration Certificate (for an item posted under the name of a company).

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.