Mail Redelivery Service
Terms and Conditions

    General Terms

  1. These terms and conditions (“Terms”) apply to the Postmaster General /Hongkong Post’s Mail Redelivery Service. By submitting an application for Mail Redelivery Service, the Customer accepts these Terms unconditionally.
  2. “Hongkong Post” is the trading name of the Hong Kong Post Office. It is also known as the Postmaster General which is a department of the Government of the Hong Kong Special Administrative Region. The Postmaster General or any duly authorised officer acting for and on behalf of the Postmaster General is referred to as “HKP”. A recipient of a postal item who intends to obtain or has applied for the Mail Redelivery Service is referred to as the “Customer”.
  3. Mail Redelivery Service is applicable to items meeting all of the following conditions:
    (a)they are inward EMS items, inward parcels (excluding inward insured parcels) or local parcels;
    (b)the delivery address on the mail item must be a correct and deliverable address ;
    (c)one delivery attempt was already made by HKP but was not successful because the addressees were not available at the time of delivery. Addressees are then informed to collect the items at Post Offices;
    (d)they are still awaiting collection by the addressees at Post Offices and not yet returned to the sender (if applicable) or treated as undeliverable and arranged for disposal at the time when the applications for Mail Redelivery Service are submitted;
    (e)they are not damaged;
    (f)they are not subject to any fees or surcharges ; and
    (g)they are not a EMS item or parcel to be returned to senders.
  4. With reference to Clause 3, Mail Redelivery Service is only available to EMS items, local and inward parcels. This Service is not available to other postal items and is also not available for:
    (a)items which are not given an initial delivery attempt; or
    (b)items with an initial delivery attempt but the delivery was not successful. The unsuccessful delivery was not due to the reason that the addressee was not present at the address. The unsuccessful delivery was due to other reasons such as incorrect address, rejection by addressee, etc.
  5. A mail item satisfying the criteria in paragraphs 3 and 4 could be entitled to be an item for which the Mail Redelivery Service may be applied (“Item”).
  6. “Working Day” means any day other than Sunday or a public holiday or the days when Black Rainstorm Warning or Tropical Cyclone Warning Signal No.8 or above are hoisted.
  7. “Charges” means the fee payable to HKP for provision of the Mail Redelivery Service.
  8. By submitting an application for Mail Redelivery Service, the Customer is deemed to accept all applicable terms of the relevant postal services in respect of each Item being offered the Mail Redelivery Service.
  9. The current version of the Terms is available on Hongkong Post’s website and/or the Post Office Guide.
    10. Application for Mail Redelivery Service

  10. Customers wishing to apply for Mail Redelivery Service should submit their applications and pay the Charges on Hongkong Post website (“HKP website”). HKP shall only accept applications via HKP website.
  11. For any item for which an application for Mail Redelivery Service has been submitted before and a redelivery attempt provided by HKP, no matter successful or not, Mail Redelivery Service will not be available again. Application for redelivery of such items will not be accepted by HKP.
  12. To apply for Mail Redelivery Service, the Customer must provide the following information:
    (a)the item number of the item he/she wishes to have Mail redelivery Service; and
    (b)his/her name and a local phone number.
  13. The Customer is invited to choose a preferred timeslot for the redelivery attempt. Nevertheless, the choice is for reference only and does not mean that HKP is committed to making the redelivery attempt in the timeslot chosen.
  14. The Charges must be paid by credit card. Only application with Charges paid in full by credit card will be given a transaction reference which means the application has been received by HKP.
  15. Once an application is received by HKP, a confirmation email containing the transaction reference will be sent to the email address if provided by the Customer in his/her application.
  16. The Customer shall take all steps to safeguard the email confirmation of application at all times. The Customer shall not disclose the transaction reference to any other person or allow any other person to gain access to the confirmation email. The Customer shall not disclose the transaction reference to anyone who claims to represent HKP or holds out as the authorised representative of HKP in any circumstances.
  17. An application submitted can be cancelled before LTA on HKP website. An application cannot be cancelled by the Customer after LTA and no refund of the Charges will be made by HKP.
    “Latest Time for Application (LTA)” is 1600 hrs (4 p.m.) on the same Working Day in which application for Mail Redelivery Service is made by a Customer being the latest time the Customer is permitted to cancel his/her application for Mail Redelivery Service with a refund of the Charges. An application which is not cancelled by LTA which will be processed for Mail Redelivery Service within four Working Days of the date of application. The LTA may be varied by HKP at its absolute discretion at any time. The new LTA will be effective immediately upon its posting on HKP website. The Customer is responsible for finding out the LTA from these Terms on HKP website each time before he/she submits an application for Mail Redelivery Service.
  18. Once the cancellation is confirmed, a confirmation email will be sent to the email address if provided by the Customer in his/her application. A refund will be issued within three months from the date of issue of the email confirmation of cancellation.
  19. The Customer shall provide to HKP the correct and current email address for the receipt of the email confirmation of application or cancellation (“email confirmation”). The HKP shall not be responsible for any failure or delay in sending the email caused by any inaccurate or incomplete information provided by the Customer.
  20. Neither the HKP, the Government, nor any of the internet service provider or email service companies which may be designated by the HKP for the purposes of providing the email confirmation, will be liable for any failure or delay in transmitting information to the Customer or any error in such information. In particular, neither the HKP, the Government, nor any such internet or email service companies shall be held liable for any of the consequences arising from any force majeure event or any other cause beyond the reasonable control of the HKP, the Government, or such internet service provider or email service companies including without limitation the failure of the Customer's equipment to receive information for whatever reasons, any internet breakdown, mechanical failure, path failure, malfunction, technical breakdown, interruption or accuracy of equipment or installation.
  21. The Customer shall provide to the HKP the correct and current local telephone number for HKP to contact him/her for arranging Mail Redelivery Service. The HKP shall not be responsible for any failure or delay in the provision of Mail Redelivery Service caused by any false, inaccurate or incomplete information provided by the Customer.
  22. HKP may without prejudice to HKP’s powers under the Post Office Ordinance, Cap. 98 and its Regulations, at its absolute discretion, reject any application for Mail Redelivery Service or withdraw Mail Redelivery Service from the Customer at any time without prior notice in any of the following circumstances:
    (a)any of his/her personal information given to HKP is false, incorrect, inaccurate, incomplete or out of date (or HKP has reasonable grounds to suspect that this is the case); and/or
    (b)HKP has reason to believe that he/she has used or will use the Mail Redelivery Service for illegal or improper purpose or not in accordance with these Terms.
  23. Any rejection of applications for or withdrawal from Mail Redelivery Service shall not affect HKP’s rights to recover from the Customer any unpaid or underpaid Charges, postages or fees.
    24. Performance of Mail Redelivery Service

  24. If an application is submitted before LTA, the item confirmed for Mail Redelivery Service will be processed for redelivery by HKP within four Working Days.
  25. HKP will call the Customer at the local telephone number provided in his/her application to appoint and confirm the actual timeslot of the redelivery. While HKP will endeavour to redeliver in the timeslot preferred by the Customer, under no circumstances is HKP committed to redeliver in the preferred timeslot.
  26. HKP will re-deliver the Item to the delivery address as shown on the Item. Under no circumstances HKP will accept any request for change of the delivery address as shown.
  27. If the Customer misses the appointed timeslot for redelivery of the Item and is not available at the appointed time at the address shown on the Item, HKP shall be considered to have discharged all its obligations for the Mail Redelivery Service under these Terms and no refund of any or all of the Charges shall be made regardless of whether the redelivery is successful.
  28. If HKP contacts the Customer by telephone in vain within four Working Days to appoint and confirm redelivery timeslot, due to reasons including but not limited to the telephone number provided by the Customer in his/her application being incorrect or the Customer fails to answer the call, HKP may attempt redelivery in the Customer’s preferred timeslot or in any other timeslots determined by HKP. Regardless of whether the redelivery is successful, HKP shall be considered to have discharged all its obligations for the Mail Redelivery Service under these Terms and no refund of any of the Charges will be made.
  29. Should the redelivery be unsuccessful, a notification card will be issued the addressee to inform him/her to collect at a Post Office.
    30. Compensation

  30. HKP is not liable for any delay in performing a redelivery. Requests for compensation or refund will not be accepted.
  31. The terms and conditions for compensation stated in Post Office Guide are applicable and are deemed to have been incorporated herein by reference.
  32. HKP gives no warranty or representation for and is not legally liable for the loss, damage, delay, non-delivery or misdelivery of anything sent by post, whether insured or not, or to pay compensation in respect of an insured packet (letter or parcel) or its contents.
  33. HKP is entitled to refuse to perform the Mail Redelivery Service if HKP considers or suspects the Customer commits or intends to commit a crime, or has intent to defraud HKP or any person in connection with the request for the Mail Redelivery Service, for instance, where the sender is suspected of acting in a way as to deceive payment of compensation from HKP.
  34. The decision of HKP on all questions of compensation shall be final and conclusive.
    35. Variation of Terms

  35. HKP is entitled to vary these Terms or suspend any of these Terms for such time as HKP thinks fit without prior notice. The amended Terms will be effective immediately upon its posting on HKP website. If a Customer’s application is confirmed and accepted by HKP AFTER the amendment, the Customer agrees to be bound by the amended Terms. The Customer shall keep himself/herself informed of any updates of these Terms by reviewing these Terms on HKP website from time to time.
    36. Contracts (Rights of Third Parties) Ordinance (Cap. 623)

  36. The parties agree that nothing in these Terms purports to confer on any third party including the sender of the Item any benefit. It is not intended that any provision of these Terms is enforceable by any third party including the sender of the Item despite that any provision may be construed as purporting to confer any benefit on a third party. A “third party” has the meaning as ascribed to it under section 2 of the Contracts (Rights of Third Parties) Ordinance (Cap. 623).
    37. Miscellaneous

  37. In these Terms, unless the context otherwise requires, the following rules of interpretation shall apply:
    (a)references to statutes or statutory provisions shall be construed as references to the laws of Hong Kong and to those statutes or statutory provisions as replaced, amended, modified or re-enacted from time to time; and shall include all subordinate legislation made under those statutes;
    (b)words importing the singular shall include the plural and vice versa; words importing a gender shall include every gender; references to any person shall include references to individual, firm, body corporate or unincorporate wherever established or incorporated); and
    (c)clause headings are inserted for convenience of reference only and shall not affect the construction of the Contract.