Shipping Policy
Delivery Inquiries
How much do I need to pay for delivery?
Delivery fee is charged based on the type of delivery option you choose and it is charged on a per order basis (i.e. one delivery fee per order).
| Delivery Type | Delivery Fee |
|---|---|
| Club Shopping Delivery | Applicable to order with non-Rewards items only
|
| Merchant Delivery | Applicable to order with non-Rewards items only
|
| Club Shopping Consolidated Delivery | Applicable to order with non-Rewards items only
|
| E-voucher | Delivery and self-pick up not applicable for E-voucher. You can collect Rewards in person. Authorized persons collecting the gift on your behalf must complete the authorization form. |
| Merchandises purchased at Club Hope | Free Delivery and self-pick up at Collection Point are not applicable for merchandises purchased at Club Hope. You can collect Rewards in person. Authorized persons collecting the gift on your behalf must complete the authorization form. |
* Collection Point: We offer self-collection services at various pick up points operated by partners: CSL shop / 1010 Shop / HKT shop / Alfred e-Locker / Alfred point. This option may be limited by various factors, such as product size, value and weight, please refer to the checkout page for actual delivery options.
Some collection points are only accessible by residents of specific properties only. Please do not select these locations unless you have access to these collection points. Club Shopping is not responsible for collection failure resulting from erroneous selection.
Is my delivery fee charged on per item or per order?
Your delivery fee is charged on per order basis no matter how many shipments/items there are in your order.
But what if I buy 5 items in an order? Will I be charged 5 delivery fees? How do I know how many shipments to expect?
You will only be charged 1 delivery fee per order.
The number of shipments in an order is determined by the number of source warehouse(s) the items are shipped from.
Example: if 3 items purchased in 1 order and they are shipped from 2 source warehouses (i.e. 1 item is shipped from 1 merchant and 2 item are shipped from Club Shopping), then there are 2 shipments in your order.
When you are at the checkout page, depending on the number of source warehouses for the items, you will be notified the number of shipments to be expected before you confirm the placement of your order.
How can I enjoy free delivery?
Free delivery is available for orders include any Rewards items.
For orders contain only non-Rewards items;
Industrial / commercial building or Home Delivery:
Net value is HK$400 or above per order, you will be entitled to free delivery.
Collection Point at CSL / 1010 / HKT shop:
You will enjoy our free self-pick up service upon any purchase.
Collection Point at e-Locker:
Net value is HK$200 or above per order, you will enjoy our free self-pick up service.
The option of Collection Point may be limited by various factors, such as product size, value and weight, please refer to the checkout page for actual delivery options. Some collection points are only accessible by residents of specific properties only. Please do not select these locations unless you have access to these collection points. Club Shopping is not responsible for collection failure resulting from erroneous selection.
Net value:
- Refers to the total and final billed amount for a single purchase after deducting any value of coupon, gift voucher, rebate and other discount offers
- Include item with Merchant / Club Shopping / Club Shopping Consolidated Delivery
- Include the cash amount offset/redeemed by Clubpoints
- Exclude item with redemption e-mail, redemption QR code (virtual products), redemption letter
- Exclude merchandises purchased at Club Hope
When can I expect to receive my shipments?
| Delivery Type | Delivery Timeline |
|---|---|
| Club Shopping Delivery | This item is stored in Club Shopping logistics center. Once order confirmed, shipment will be arranged as soon as possible. Please be aware that more than one shipment may contain if this item is purchased together with item(s) from CLUB SHOPPING Consolidated Delivery or Merchant Delivery in a single order. |
| Merchant Delivery | The item(s) are shipped by merchant(s) directly. Shipment typically arrives within 2 to 3 business days, but may vary depending on merchant, please check related delivery information on the product detail page for specifics. |
| Club Shopping Consolidated Delivery | This item is picked up from merchant and grouped with other item(s) in Club Shopping logistics center. Please be aware that more than one shipment may contain if this item is purchased together with item(s) from CLUB SHOPPING delivery or Merchant Delivery in a single order. |
| E-voucher | E-voucher will be sent to your registered email after successful payment. |
How do I know if my order has been delivered to Collection Point?
CSL Shop / 1010 Shop / HKT Shop:
We will send you a pick up notification containing a QR code via email when the shipment has arrived in shop. Please pick up the shipment within 72 hours after receiving the message.
If you cannot pickup the purchased items within the pickup period, please contact our Customer Service, we will arrange redelivery and reserve the right of requesting you to pay an additional fee of HK$50.
Alfred e-Locker:
Our partner Alfred will send you a notification containing one-time password via SMS when the shipment has arrived in e-Locker. Please pick up the shipment from your selected e-Locker within 48 hours after receiving the message.
What is your delivery operating time? Do you deliver at night?
Home Delivery:
We perform deliveries from Monday to Saturday (9am – 11pm), except Sunday and public holidays.
Collection Point:
Please press here to read more details.
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
What is your delivery area coverage? I live on Lamma Island. (Q8A)
At this stage, we deliver to most of Hong Kong urban areas but do not deliver to some remote areas including Lamma Island. Please refer to the following table for areas that we do not provide delivery service.
| Deliveries cannot be made to | Lo Wu, Lok Ma Chau restricted area, Mai Po, Man Kam To, Tak Ku Ling, Grass Island, Mui Wo, Po Toi Island, Tai O, Tung Lung Island, Tung Ping Chau, Ping Chau, Lamma Island, Cheung Chau, Pui O, Kwai Chung Container Terminals areas, restricted areas and PO box address |
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
If the delivery address you provided is from one of the areas that deliveries cannot be made to, and if you cannot assign another address which leads to delivery failure, we reserve the right to cancel your order and charge you extra HK$80 for handling fee.
Is there any additional delivery surcharge as I live in Tung Chung?
Other than the exceptions as set out above, there will be no surcharge for other remote areas. However, deliveries can only be made to Tung Chung, Discovery Bay and Ma Wan. Please also refer to Q8A for areas that we do not provide delivery service.
Deliveries can be made to Discovery Bay on Tuesdays, Thursdays, and Saturdays.
Deliveries can be made to Tung Chung and Ma Wan, on Tuesdays, Thursdays, Friday and Saturdays.
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
What happens if I am not at home to receive my shipment? Will you redeliver and when?
Our delivery services offer up to 2 delivery attempts. If you are not available to receive the shipment, it would be considered as if the delivery attempt was executed (failed 1st delivery attempt). We will rearrange another time for 2nd delivery attempt.
If we cannot deliver the goods in 2 attempts, we will arrange redelivery and reserve the right by requesting you to pay an additional fee of HK$50 for each and every subsequent attempt. However, if we cannot deliver the goods to you after the specified time frame (being 30 days after the date of purchase unless otherwise specified), we shall have the sole discretion to dispose of the goods without further notice and without any liability and you will not be entitled to any refund or set off from us for any price paid.
Merchant Delivery for Rewards:
The delivery details of Rewards, please refer to the delivery details in Rewards description page.
I am travelling abroad but my sister is at home. Can she accept the shipment on my behalf?
We will arrange delivery to the address specified by you and the person who receives the shipment at the address specified by you will need to sign a confirmation of receipt of the shipment upon delivery as evidence of delivery. Delivery of the shipment to the address specified by you (whether the person who receives the shipment will be you or your family members) shall be deemed due and proper delivery to you. Whether the confirmation receipt is signed by you or any of your designated persons, the Goods will be deemed examined by you and received in good and satisfactory conditions once the receipt is singed. Please note that for delivery of shipment containing alcoholic beverages, the person receiving the shipment must be at least 18 years old. We reserve the right to ask him/her to sign a declaration or show a proof of age.
What happens to my shipment when Typhoon Signal 8 or Black Rainstorm Signal is hoisted?
Our delivery service will be suspended when Typhoon Signal No.8 or higher/ Black Rainstorm Signal is hoisted or affected by other weather or road and traffic conditions whereby delivery is considered unsafe. We will resume delivery service within 2 hours after cancellation/ lowering of the signal and the road and traffic conditions return to normal. Under these circumstances, shipments may be delayed, but we will resume normal operations as soon as possible.
If Typhoon Signal No.8 or higher/ Black Rainstorm Signal remain effective at 1 p.m., delivery service will resume on the next business day.
Can alternative arrangements to be made with the courier, for example for goods to be left in a safe location such as management office or neighbour? Does delivery require signature?
We will only arrange delivery to the address specified by you(means the address shown on the order) and the person who receives the shipment will need to sign a confirmation of receipt of the shipment. It is not our policy to leave the goods in the location not shown on the order and without your signature, if you insist our courier to leave the goods in other location, any risk of lost will be borne by you.
Can I arrange delivery to 2 different addresses for items purchased in 1 order? e.g Quarry Bay for one item and Shatin for another item in the same order?
Currently we do not support multiple delivery addresses. Please purchase the items in separate orders if you would like them to be delivered to separate addresses.
How can I change the delivery information for my existing order?
Change request in items of "Club Shopping Delivery" and "Club Shopping Consolidated Delivery" will result to reschedule and postpone the delivery time, and charge HK$50 handling fee every time. Please contact the Customer Service Officer at (852) 183 3900 if necessary.
In addition, Merchant Delivery items may have different handling fee and delivery arrangement, please refer to the product description page for details or contact the merchant.
What happen if I find one or more of the ordered items are missing or damaged inside the e-locker?
In case of damage or any item is missing, please contact our customer service representative within 7 days of receipt of shipment. Once the return request is approved, we shall refund to you by original payment method. Please also see our return policy here: https://shop.theclub.com.hk/how-to-return
What should I do If I do not receive the email confirmation and E-voucher on the day of transaction?
Please go to My Orders page, click view order and download the E-redemption letter.
Last Updated: August 16, 2022
