Delivery: Unable to Receive Items in Person / Items Placed Outside the Door / Received by Building Management Office or Reception – HKTVmall FAQ

If you choose the delivery service, it is necessary to present the "Recipient Code" to the courier as proof of receipt. Simply follow the steps below to find the "Recipient Code" to complete the signing process:

1. Select "Order History" under "Account/Settings".
2. Choose the relevant order under "Processing Orders".
3. Select the order "Recipient Code".
4. Present the "Recipient Code" to the courier for verification when receiving the item(s).

[App Version]

About the "Delivery Remarks":

- Open the "Recipient Code" and you may find the "Delivery Remarks" below.
- Applicable to HKTVmall standard delivery orders.
- After placing your order and before the expected arrival of the courier, you can also choose your preferred receiving method in the "Delivery Remarks" section.
- If you select "Face-to-face delivery", you can further choose between "Do not ring the bell" or "Available for early delivery". If you choose "Put it in the doorway" or "Deliver to the management office," you cannot select "Do not ring the bell" or "Available for early delivery"at the same time.
- You cannot modify the delivery remarks once an order has been cancelled, delivered, or the courier is about to arrive.
- If your order contains frozen items, please store them in the refrigerator upon receipt. No refund or exchange will be accepted if the quality of the product is affected by improper storage.

In general, we require the recipient's signature to complete the delivery process. However, in the following situations, the recipient can also provide the "Recipient Code" in advance to the courier/representative for the signing process:

【Unable to Receive Items in Person】

If the recipient is unable to sign in person and has arranged for a representative to receive the item(s), please ensure to provide the "Recipient Code" to the representative in advance to authorize them and confirm that the item(s) are complete in both quantity and packaging.

Note: You can open the "Recipient Code" in the application and click "Share Code" below that code to share it with the representative.

【Request to place the items outside the unit's door】

If the recipient requests for the item(s) to be placed outside the unit door, you can choose "Put it in the doorway" in the "Delivery Remarks" after placing your order and before the expected arrival of the courier. Additionally, you can also send the "Recipient Code" of your order to the courier via WhatsApp to authorize and confirm that the item(s) are complete in both quantity and packaging.

Notes:

- Open the "Recipient Code" and you may find the "Delivery Remarks" below.

- If your order contains frozen items, please store them in the refrigerator upon receipt. No refund or exchange will be accepted if the quality of the product is affected by improper storage.

【Request to have the items received by the Building Management Office or Reception】

If the recipient requests for the item(s) to be placed at the building management office / reception, you can choose "Deliver to the management office" in the "Delivery Remarks" after placing your order and before the expected arrival of the courier. Please note that you need to communicate directly with the building management office / reception to confirm the arrangement for receiving the item(s). Additionally, you can also send the "Recipient Code" of your order to the courier via WhatsApp to authorize and confirm that the item(s) are complete in both quantity and packaging.

Notes:

- Open the "Recipient Code" and you may find the "Delivery Remarks" below.

- If your order contains frozen items, please store them in the refrigerator upon receipt. No refund or exchange will be accepted if the quality of the product is affected by improper storage.

- The courier may need to place the item(s) based on the actual on-site conditions or according to the instructions provided by the building management office / reception.

Please note:

1. If any loss or damage is incurred due to the customer's request to place the item(s) outside the unit door or to have them received by the building management office / reception, HKTVmall will not be liable for compensation.

2. The courier is responsible for ensuring that the recipient who receives packages containing intoxicating liquor is over 18 years of age. If the courier has any doubts about the recipient's age (potentially under 18), they must check the recipient's identification documents. If the recipient is under 18 years old or refuses to present their identification documents, we will not hand over the package to the recipient.

【Remarks】

HKTVmall is now proactively launching a pilot run on "Plastic-Free Culture" and will handle items accordingly based on their nature:

1. If the item(s) are delivered face-to-face with customers, the courier will not provide paper bags proactively;

2. If a customer requests to have the item(s) placed outside the unit door or at the management office, and the item(s) are not full case product(s) such as food or hygiene items (e.g., diapers/toilet paper), the courier will use bottom padding paper* or place the bulk item(s)# in a paper bag.

Notes: *Bottom padding paper will not be used for full case product(s).

Notes: #If there are other full case product(s) in the order, we will place the bulk item(s) directly on top of the full case product(s) as an alternative to bottom padding paper.