Important Notice: New S.F. Express Pickup Guide & Switch to App Notifications

To provide a safer and more convenient delivery experience, please take note of an important update implemented by S.F. Express (Hong Kong).

To combat fraudulent SMS messages, S.F. Express has fully transitioned to using the "SFHK App" for push notifications, replacing traditional SMS for all self-pickup messages. This means that for your Private Structure orders, pickup notifications will be sent directly to your mobile app.

Don't worry, a few simple steps are all it takes to ensure you don't miss any pickup reminders.

Three-Step Setup Guide

Step 1: Download the "SFHK App"

• For Apple Users: Search for "SF Express" in the App Store and download.
• For Android Users: Search for "SF Express" in the Google Play Store and download.

Step 2: Enable Push Notifications

To receive timely alerts, please check and complete these two settings:

1. In your phone's "Settings," find the "SFHK App" and "Allow Notifications".
2. Open the SFHK App, go to "Me" > "Message Preference," and enable all relevant message types.

Step 3: Easy Pickup with QR Code

Once you receive the pickup notification, you can find the QR code in two ways:

• Method 1: From the "Track & Trace" Page
  Open the app's homepage, tap "Track & Trace," select your shipment, and the Pickup QR Code will be displayed.
• Method 2: From the Message Center
  Tap the "Message" icon in the top-left corner of the app, and open the pickup notification to find the QR code.

Simply present this QR code to the staff at the S.F. location or scan it at an S.F. Locker to collect your parcel.

Fee Information: Overdue Parcel Surcharges

? What is the "SF Retention Service" Surcharge?
This is a storage and administrative fee charged by S.F. Express for parcels that are not collected within the designated timeframe.

Fee Details:

• Pickup at S.F. Express Stores / Business Stations
  Free Storage Period: The first 2 working days* after the parcel arrives.
  Overdue Surcharge: HK$15 per working day* thereafter. *Working days are Monday to Friday, excluding public holidays.
• Pickup at S.F. Lockers
  Free Storage Period: The first 24 hours after the parcel is delivered to the locker.
  Overdue Surcharge: HK$15 per 24-hour period thereafter.

Please note: Service fees and terms are subject to the latest announcements from S.F. Express (Hong Kong).

Other Important Information

• Return Fee: If a parcel is returned due to customer-related reasons, an administrative fee of HK$30 will be charged.
• Reshipment Fee: If you request to have a returned parcel re-shipped, a new shipping fee of HK$40 will apply.
• Cost Responsibility: All additional fees incurred due to failure to collect a parcel on time (such as overdue surcharges, return fees, or reshipment fees) must be borne by the customer.
• Order Cancellation Policy: Please note that once an order has been shipped, we do not accept any cancellation requests due to logistics issues (including but not limited to failure to pick up on time or disagreement with related fees).

We are committed to ensuring a smooth shopping journey at Private Structure. If you have any questions about your order or the app setup, please feel free to contact us.

WhatsApp Customer Service: +852 5523 9610