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 Mexico, South Africa, Russia and Ukraine) in the following manner:

The Compensation Clause on e-Express Service

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:

  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 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:

  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 articles lost (or in case of documents, the replacement cost);

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:

  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).

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