What is the compensation policy?

HKP shall not be held liable to any person for any loss of postal items. Nevertheless, at HKP's absolute discretion, compensation on an ex-gratia basis may be payable in respect of total loss of postal items (except mail items destined to Brazil, Israel, Lebanon, Russia, South Africa, Turkey and Viet Nam) in the following manner:

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.

No investigation will be conducted by HKP and no compensation whatsoever will be payable by HKP to the sender in the following cases. The sender shall not make any claim for compensation in the following cases:

  1. confiscation of a postal item or long processing time resulting from customs clearance;
  2. delay in delivery or confiscation of a postal item resulting from payment of fine, charges or tax by the sender as requested by customs authorities;
  3. failure of customs clearance or seizure or detention of a postal item by customs authorities resulting from unclear description (e.g. only indicated as "sample" or "merchandise" without detailed description of the item), or false, misleading or incomplete declaration;
  4. loss of a postal item caused by disasters, political risks, strikes, nuclear explosions, wars, epidemic or any events beyond the reasonable control of HKP;
  5. a postal item containing any of the prohibited items listed in the Post Office Guide;
  6. damage of the partial or entire postal item during dispatch or delivery;
  7. delay in dispatch or delivery of a postal item;
  8. partial or entire content missing of a postal item during dispatch or delivery;
  9. return of a postal item for any reasons;
  10. incorrect delivery due to incorrect address or posting;
  11. loss or damage of a postal item during the return process.

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 HK$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;
  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:

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

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