Earliest Pickup Time
  1. READY IN 3 HOURS
  2. 100% GENUINE GOODS
  3. 24/7 CUSTOMER SERVICES

Frequently Asked Questions

Account Management

Do I need to register as a member before shopping?
No. All you need is to provide us with your basic personal information and a valid email address so that we can send the order information to you.
What kinds of benefits do registered members enjoy?
As a registered member, you enjoy a more seamless and personalised shopping experience, and our latest promotional offers.
I forgot my account password. What should I do?
Click "Forgot Your Password?" under the password field on the "Log In" page and follow the instructions to reset your password.

Purchase and Payment

What should I pay attention to before making a purchase?
Note the tax exemption amount and any restrictions or aviation safety requirements that are relevant to countries you may be entering, including your final destination.
How do I make sure the items I bought can be taken into the country I am travelling to?
Different countries and territories have different restrictions, regulations and duties for food items, liquids, aerosols, gasses and dutiable goods. Customers should check with relevant regulatory departments before purchasing such items.
I am travelling with friends. Can we pool or transfer our tax exemptions?
No, you can’t. Tax exemption is not transferrable.
Are the products all genuine?
All items at the HKairport Shop are supplied by our retailers, with outlets at the Hong Kong International Airport. All products are guaranteed 100% genuine, allowing customers to shop with complete confidence.
What can I do to optimize my shopping experience?
Registering as a member will allow you to enjoy the re-order function and view your order history for a more seamless and efficient shopping experience.
When can I collect my order after checkout?
Order Time (HKT) Earliest Pickup Time (HKT)
08:00 – 19:59 3 hours after
20:00 – 23:59 11:00 on the next day
00:00 – 07:59 11:00 of the same day
For example:
1) If you placed an order at 10:00, the earliest pick-up time would be 13:00 on the same day.
2) If you placed an order at 22:00, the earliest pick-up time would be 11:00 on the following day.

If you are a departing passenger, please reserve sufficient time to collect your purchase and get to the boarding gate.
Which currencies can I use?
Payments are based on HKD; other currencies are for reference only. If you check out with a card which is not issued in Hong Kong, the exchange rate between your native currency and HKD will be determined by the issuing bank of your card.
What kinds of payment methods can I use?
You can pay by VISA, MasterCard, China UnionPay or AliPay (China).
How do I apply a promotion code?
1. Add your favourite products to the cart and proceed to checkout.
2. During checkout, enter your promotion code and click "apply".
3. The applied discount will be shown in the order summary.

Collection and Delivery

Where can I collect my purchase?
You can either collect your order at the airport or have it delivered to you.

There are 3 HKairport Shop Concierges for pickup at the airport; we will select the one nearest and most convenient to you based on your travelling information. Click for details.

Our local delivery service currently covers extensive service areas in Hong Kong.
Where are the HKairport Shop Concierges and what are their opening hours?
The HKairport Shop Concierges are open from 6am to 1am, Monday to Sunday. For their locations, please click .
What documents do I need to provide to collect my purchase?
You must present your pickup QR code for collection. Your boarding pass and passport will also be checked for the purchase of dutiable product(s).
What can I do if I am not able to collect my order at my selected pickup time?
Please contact our customer services team for appropriate arrangements.
Where can the order be delivered to? How much does it cost? How long does it take?
Currently, we partner with Hong Kong Post to provide delivery service to Hong Kong.
Local Delivery Service Delivery Lead-time* Shipping Fee (HKD) Free Delivery Service
Hong Kong 2-3 Postal Days $100 Spend over $1,000 to enjoy this service
*Please keep in mind that Delivery Lead-time should be used as a reference only. Shipping estimates are based on time from dispatch.
Can I track my purchase while it is being delivered?
You will receive an email with the parcel tracking number when your order is shipped.

Returns and Refunds

Can I return the item if there is a problem with it?
Yes, you can. We provide comprehensive after-sales services, including a 30-Day Returns and Refunds Guarantee. If you find that your product is defective, you may submit your return request to us within 30 days after you have received your products. Please visit for terms and conditions.
How do I apply for returns?
Please fill in the online form with the relevant information and photo(s) of your case. Our customer services team will contact you by the next business day to make further arrangements for you.
If I have submitted the form for returns, but have not received any update, what should I do?
You may contact our customer services team through the following methods:
How do I receive my refund after finishing the returns procedures?
Upon acceptance of the return request, you will receive an email notification. The refund amount will be credited to the credit/debit card account you used for payment. Please note that transaction times may vary across different banks.

Customer Services

How can I contact the customer services team for more information?
You may contact our customer services team through the following methods:
What are the operating hours for the Customer Services Hotline and Online Enquiry services?
Our customer services team is available 24 hours a day by Customer Services Hotline, Online Instant Chat, Email or through the Online Enquiry Form.
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