RESERVE & COLLECT FAQS

1. Service

1. Who can use the Home Delivery Service?

   All customers with a valid Hong Kong and Macau addresses including home, office and hotel are entitled for this service.

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2. How does the service work?

   Simply browse the website, select your preferred products and amazing offers, add them to your shopping cart; when checking out, fill in the delivery address and we can deliver to your Hong Kong and Macau addresses.

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3. Why my date of birth is necessary?

   Your age is mandatory for us to give our customers access to legally restricted categories such as alcohol and tobacco.

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4. For Home Delivery, Which carrier does you use to send the parcels?

   We use S.F. Express to send our parcel.

   For the tracking, you may call the tracking hotline of S.F. Express at (852) 2730 0273 or go to http://www.sf-express.com/hk/en/ by entering your tracking number

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5. How can I track my order for Home delivery?

   For order tracking, you may call the tracking hotline of S.F. Express with the valid tracking number at (852) 2730 0273 or visit their website http://www.sf-express.com/hk/en/

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6. Do you ship internationally?

   We are regretted to let you know that we do not provide any delivery service to overseas at present.

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7. How can I enjoy free delivery?

   Currently you need to purchase over HKD $1000 to entitle free Hong Kong and Macau local delivery service. Otherwise, HKD $100 delivery fee will be charged.

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8. Can I cancel my order?

   Please contact customer services to cancel the order.

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9. Can I send to hotel addresses in Hong Kong and Macau?

   SF Express can send the goods you ordered to the hotel addresses in Hong Kong and Macau, but can only be sent to the hotel lobby, signed by the hotel concierge service or signed by you personally. For assistance, please contact our customer service.

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10. Can I use the Home Delivery service if I am of minor age?

    Yes, except for alcohol and tobacco products.

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2. My orders

1. How many orders can I make?

   There is no limit to your orders.

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2. Where can I track my order?

   You can follow up your orders accessing your online personal account.

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3. How can I be sure that I placed my order properly?

   Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

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3. Mailing List

1. How do I subscribe to Dufry newsletters?

   You can subscribe to our newsletter by either providing the Dufry group with authorization during the registration process or after, by accessing your personal account settings.

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2. Can you take me off your mailing list?

   You can uncheck this option by accessing your personal account settings.

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4. Password

1. What do I do if I’ve forgotten my password?

   You can ask for your password to be sent again by accessing your personal account settings.

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5. Personal Details

1. How can I change my personal details?

   You can change your personal data information by accessing your personal account settings.

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2. Are my personal details secure?

   Be reassured that your personal information is kept private and confidential. For more information, please read our Privacy policy.

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6. Payment and taxes

1. Which are the payment methods allowed?

   All standard payment methods are accepted.

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2. Do I pay any additional taxes on the prices visible on the website?

   No extra fees shall be applied to online prices.

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7. Exchange or return

1. How long do I have to make an exchange or return?

   Returns or exchanges can be made up to 60 days after purchase; Please refer to our customer service regulation. The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase..

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