Delivery Methods
1. Causeway Bay self-pickup point (Service is suspended from the 1st day to the 9th day of the Lunar New Year every year)
- Orders will arrive the pick-up shop within 1-5 working days, typically.
- When customers pick up the orders at the self-pickup point, they need to provide the phone number or order number filled in the order.
- Available for pick-up during business hours: 10:00 - 19:30, Monday to Sunday.
- Customers must pick up the orders within 30 working days after we notify them of the pick-up date. Failure to pick up after the time will be regarded as an automatic abandonment of the order, and we will not make other pick-up arrangements or refunds.
- If the pick-up deadline falls on a non-open day, the deadline will be extended.
2. S.F. Express
- Our store uses plastic bags for delivery by default. If customers wish to use cartons, please inform us before delivery.
- Please record a video when you open the parcel. If customers claim any missing items / damages of the items, they must provide the video for evidence. Otherwise, no compensation shall be offered.
- Customers can pick up orders at S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations. For details. please refer to: S.F. Store Location / S.F. Locker / S.F. Service Partner Location.
- Please select "S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations" in the order address column, and select the appropriate S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations.
- Please enter a valid mobile phone number in the contact number field of the order to receive a notification SMS from S.F. Express containing the pick-up information.
S.F. HK has reduced the sending of SMS text messages since April 14, 2025. All pick-up message notifications will be pushed through the official mobile application "SFHK APP" to reduce the risk of customers being defrauded by fake messages. Customers are advised to download the SFHK APP in advance and enable push notifications on their mobile phones to avoid missing out on express delivery reminders. At the same time, customers can check the latest status of their express shipments at any time through the "SFHK APP": including waybill number, delivery route, consignee and sender information, and fee details, etc.
- It will take about 2-3 working days for the orders to arrive at the selected S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations. Please refer to the arrangement of S.F. Express and the notification message sent by S.F. Express for the actual date. After the orders arrive at the S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations, gelly felly will not be responsible for the subsequent arrangements by S.F. Express, and does not need to bear any responsibilities.
- Customers are required to pick up the orders at the service points within 1-3 days after the SMS notification message sent by S.F. Express. Overdue orders will be collected by S.F. Express and extra fees may be collected. Customers need to call S.F. Express customer service hotline (+852 2730 0273) to reschedule pick-up by themselves.
- If customers have not picked up the orders within 5 working days after the product arrives at the service points, gelly felly has the right to take back the orders and cancel the orders without further notice. If it is necessary to reschedule the delivery, the customers shall be responsible for all subsequent costs.
- When customers pick up packages at S.F. Store Locations / S.F. Lockers / S.F. Service Partner Locations, staff will need to check the recipient's information before picking up the orders.
- gelly felly reserves the right to amend the terms and conditions at any time. In case of any dispute, the company reserves the right to the final decision that cannot be overturned.
- Our store uses plastic bags for delivery by default. If customers wish to use cartons, please inform us before delivery.
- Please record a video when you open the parcel. If customers claim any missing items / damages of the items, they must provide the video for evidence. Otherwise, no compensation shall be offered.
- If customers wish to check the courier information after the package has been sent out, please click on the relevant tracking link and fill in our contact number 5334 4513 in the phone number column.
- We generally use e-Express+ to send out parcels, which has an online tracking function; it is limited to parcels with a total length of no more than 90 cm and 2 kg or less.
- If the total length of the three sides exceeds 90 cm or the weight of the package exceeds 2 kg, it may be sent out as 2 or more packages.
Shipping Policies
1. After orders are placed (excluding the day of ordering), they will be shipped within 0-5 working days, excluding public holidays.
2. For pre-ordered products, they will be shipped within 3-7 working days according to the expected shipping date listed on the product descriptions. If there is any delay, no prior notice will be given.
3. If an order contains in-stock items and pre-order items, the order will be dispatched only when the pre-order items are ready. For customers who wish to receive the in-stock items earlier, please place separate orders.
4. The delivery time is determined by S.F. Express / local couriers for overseas orders. If customers need to change the delivery time, they need to contact S.F. Express / local couriers by themselves.
5. Shipments may be delayed when there are excessive orders during festivals, natural disasters, and other inevitable situations.
6. Please record a video when you open the parcel. If customers claim any missing items / damages of the items, they must provide the video for evidence. Otherwise, no compensation shall be offered.
