Delivery or Pickup Information / Exchange Policy

1. Delivery Service

Customers will receive a confirmation email within 24 hours after payment. A separate email containing a tracking link will be sent once the order has been shipped.
Orders are processed within five (5) working days after payment confirmation. All deliveries are shipped through SF Express.
Delivery service is currently available to addresses within Hong Kong, Macau, Taiwan and the Chinese Mainland.
Delivery fees are determined and collected directly by SF Express. Customers can read the item descriptions to learn about the estimated item weight. For more information on delivery fees, please visit SF Express price query.
In accordance with air transportation regulations and customs regulations, the following souvenir items cannot be shipped to destinations outside of Hong Kong:
- Electronic and magnetic products; or
- Products made of crystal.
If you wish to purchase these items, please visit the University Bookstore.
PolyU is not responsible for any delays or loss resulting from incorrect or incomplete delivery information provided by the customer. Furthermore, PolyU shall not be liable for any loss or damage that occurs during transit after the order has been dispatched. For delivery inquiries, please contact SF Express directly.

2. Duties and Taxes

For orders delivered outside Hong Kong, the destination government may levy import duties, taxes, and other customs charges. The recipient is responsible for paying these fees to collect the items.
PolyU does not charge or collect any customs duties or taxes. SF Express will contact the customer directly to collect any applicable import duties, customs fees, and local sales taxes.
PolyU has no control over these charges and cannot provide advice on the exact amounts. Customers are advised to contact their local customs office for the latest information on taxes and duties before placing an order.
Order cancellation due to customs charges will not be accepted.

3. Self-Pick-up at PolyU (Available for PolyU community members only)

Customers will receive an email notification when the order is ready for collection. Individual orders must be collected within five (5) working days, and PolyU departmental orders within three (3) working days, after receipt of the notification.
Orders not collected within the said period will be cancelled and no refund will be provided.
Pickup Location:
Room M1604, Li Ka Shing Tower (Core M), PolyU
Service Hours:
Monday to Friday: 10.00 a.m. – 6.00 p.m.
Saturday, Sunday and Public Holidays: Closed
Email: eshop.souvenir@polyu.edu.hk
The pickup location is strictly for order collection only. If you wish to purchase items directly, please proceed to the University Bookstore or our vending machine located at the Core L Podium.
Family and friends of PolyU members who need to enter the campus for pick-up must apply for a QR code in accordance with campus regulations. For details, please refer to the Campus Access Arrangement.
Please present the order confirmation email for verification upon collection.

4. Exchange policy

Once an order is confirmed, refund requests due to personal reasons or man-made damage (misuse) will not be accepted.
If a product is damaged, defective, or has faulty workmanship, you may apply for an exchange within seven (7) working days of receipt. Please email eshop.souvenir@polyu.edu.hk with your order details and a description of the defect.
Approved exchanges must be handled in person at Room M1604, Li Ka Shing Tower (Core M) during service hours. An appointment is required if you wish to complete the exchange on the same day.
Items for exchange must be unused, in their original packaging, and accompanied by the order confirmation. All applications will be reviewed on a case-by-case basis.
PolyU reserves the right to inspect and verify the condition of the items before any exchange is processed.

The Hong Kong Polytechnic University reserves the right of final decision regarding the above shipping terms and conditions, and may make changes to this website at any time without prior notice. If you have any questions, please contact us at eshop.souvenir@polyu.edu.hk.