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Delivery Information

As a customer, you have the option to choose the courier service provider for your online order that works best for you. We provide courier delivery and pick-up services at physical shop. Customers are not required to pay any delivery charge when choosing the pick-up service at physical shop. For courier delivery service, there is a shipping fee that depends on your selected courier service provider, destination, weight and parcel dimensions. 

DELIVERY TIME
 
International shipping is welcomed. As we aim to dispatch your order as soon as possible, orders are typically shipped out to our delivery partners within 5 working days upon confirmation of order. It is not within our absolute control to guarantee the timely arrival of your packages.  To reduce the possibility of the late arrival of a shipment, allow sufficient time! 

Domestic Delivery
Local courier services are provided by S.F. Express. In Hong Kong, orders are delivered 5 days a week, excluding Saturdays, Sundays and statutory Public Holidays.

International Delivery 
We use airmail for all of our international orders. International courier services are provided by DHL and FedEX. Most orders are delivered between Monday to Friday, subject to the delivery times in your country. In general, most international orders can be expected within 20 workings days upon the receipt of our Delivery Note e-mail advising you that the order is shipped. However, there is no guarantee the timely arrival of your packages. 

SHIPPING FEE
 
Shipping fee is charged based on the selected shipping option, destination, weight, and parcel dimensions. For shipping purposes, some items which weigh less still incur a greater shipping charge is because of their bulk. All of our designated courier service providers allow you to check the delivery status and requires a signature upon delivery. 
DHL (International Shipping)
FedEx (International Shipping)
S.F. Express (Mainland China, Hong Kong, Macau and Taiwan only)

TRACE AND TRACK THE ORDER

By referring to the Delivery Note which is sent to you once your order is with our delivery partners, a tracking number of your order and a tracking link, which leads to our delivery partners’ tracking site, are available on the e-mail for you to check the status of your delivery. 


PICK-UP AT SHOP

To add convenience and flexibility to your shopping experience, you can make the order online and opt to personally pick up at the physical shop during business hours (except during promotion period). Simply select the “Pick-up at Shop” option on the shipping page at checkout.

To pick up your order, please present your invoice which is sent to your e-mail when you placed the order and your photo ID to pick up at the physical shop after 2 working days of the purchase date. For urgent collection, please call the physical shop for possible arrangement.

Orders will be kept in the physical shop for 3 months from the date available for pick up. If customer cannot pick up the order during the keeping period, we have the right to dispose of the products without notice and incurring any liability. The keeping period shall be calculated based on the time recorded in the system.

Pick-Up Address and Opening Hours:

Address
HKUST Souvenir Shop 
G/F at the Piazza, The Hong Kong University of Science and Technology, Clear Water Bay, Kowloon. 

Opening Hours
Monday to Friday – 11am to 6 pm
Closed on Saturday, Sunday and Public Holidays 

CHANGE MAILING ADDRESS
 
If you’ve just finished placing your order, please call us and we’ll try to modify your order if it is not yet sent to the courier service. You may have to pay for the extra cost incurred. Once the order is dispatched to the carrier, we cannot accept any request for the change of delivery address. If you like to change to pick up at the shop, we may arrange for that only if the order has not been dispatched. However, the paid delivery charge will not be refunded. In this case, please call us for further assistance as soon as possible. You can reach us at +852 2623 1222 or e-mail us at souvenir@ust.hk.

TAXES AND DUTIES
 
Import duties and/or taxes may be levied by the local country's authorities if good are received outside Hong Kong. Payment of these charges is necessary to release your order from customs. Our courier will contact you locally with details of any import duty to pay. Please note that the Site has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As the recipient, you will be responsible for all import duties, customs and local sales’ taxes levied by the country you are shipping to. Please consider to contact your local customs office for current charges before you order. We will not accept order cancellation due to the customs charges levied on the orders. 

CONFIRMATION OF RECEIPT

You need to sign a confirmation of receipt of the products when the products are collected and by doing so, you accept the responsibility for the products ordered from that moment on. If the recipient or collector is not the original purchaser, or in case of delivery of a gift, then you accept this signature as an evidence of delivery and fulfilment of your order by the Site. You also accept the associated transfer of responsibility in the same way. The Site reserves the right to update its shipping terms at its sole discretion without prior notice.