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 Mexico, South Africa, Russia and Ukraine) in the following manner:
Due to airlines' substantial reduction in flight frequencies arising from the COVID-19 pandemic, overseas postal administrations also notify Hongkong Post that normal delivery standards cannot be guaranteed as severe delays are expected in processing inbound mail. As such, e-Express items posted on or after 9 March 2020 would not be considered as a total loss even if the delivery status* is not yet displayed on the websites within two months from the date of posting, taking into account the above special circumstances.
On the other hand, in view of the easing of the epidemic and the gradual restoration of air transportation and postal operations in various regions, to balance the interests of senders and simplify the compensation procedures, after review, e-Express items posted on or after 26 April 2021 without delivery status* displayed on the websites within two months 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 receipt/invoice to substantiate the value of contents/the replacement cost 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.
You may choose for extra insurance coverage (except mail items destined for Mexico, South Africa, Russia and Ukraine) by paying a flat rate premium of HK$10 per item with a maximum coverage of HK$5,000.
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.
The sender may claim for indemnity from HKP for total loss of an item within two 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:
For more information about submitting compensation claims for e-Express Service items, please refer to the “Terms and Conditions”.