Purchase and Payment
GENERAL
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.
If I am departing Hong Kong, what is the limit of duty-free liquor am I allowed to bring as a departure passenger?
Different destination countries would have different duty-free allowance regulations. You are suggested to check the regulations of respective countries here.
If I am arriving Hong Kong, what is the limit of duty-free liquor am I allowed to bring as an arrival passenger?
Please refer to the latest liquor regulations as specified by Hong Kong Customs here.
What should I pay attention to when purchasing traveler-only products and choose local delivery as collection method?
For some traveler-only products, it is required to verify your eligibility to purchase. After you place an order, you will receive an email requesting for a proof of a valid boarding pass. Please provide your full boarding pass (electronic copy) to us within 5 days of your flight departure. Once verification is completed, the order will be arranged for shipment.
How do I know if a product is a traveler-only product and require boarding pass as proof?
For traveler-only products, there will be a message ‘Local Delivery (For Traveler Only) – Boarding Pass Required’ shown on product detail page.
How do I make sure the items I bought can be taken through security points, on board, or 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.
What kind of items should I beware of as a passenger at Hong Kong International Airport?
You should beware if you are carrying the LAGs items including:
- drinks, including water, soup, syrup, jams, stews, sauces and pastes and liquor/alcoholic drinks
- food in sauces or containing a high liquid content
- creams, lotions, oils, perfumes, cosmetics, including mascara, lip gloss, lip balm etc
- sprays and pressurised containers, including shaving foam and spray deodorants
- pastes, including toothpastes
- gels, including hair and shower gel
- liquid-solid mixtures
- powder, including face powder
- any other items of similar consistency at room temperature
For the examples, exemptions or item handling of related items at Hong Kong International Airport, please refer to the Hong Kong International Airport Security guidelines for details.
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 HKairportShop.com 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.
When can I collect my order at retail store after checkout?
Order Time (HKT) | Earliest Pickup Time (HKT) |
07:30 – 21:00 | 90 minutes after |
21:01 – 23:59 | 09:00 on the next day |
00:00 – 07:29 | 09:00 of the same day |
For example:
1) If you placed an order at 11:00, the earliest pick-up time would be 12:30 on the same day.
2) If you placed an order at 22:00, the earliest pick-up time would be 09:00 on the following day.
If you are a departing passenger, please reserve sufficient time to collect your purchase and get to the boarding gate.
If I choose the ‘Gate Delivery’ service, when can I collect my order at boarding gate after checkout?
Our Concierge Team will meet you at your boarding gate 45 minutes before your flight departure time (only for flights depart from HKT 09:45 to 23:15). The service charge for each order is HK$100, or you can enjoy a complimentary Gate Delivery service upon spending HK$1,000 for each order.
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, American Express, China UnionPay, WeChat Pay (China), WeChat Pay (Hong Kong), AliPay (China) and AliPay (Hong Kong).
How do I apply a promotion code?
- Add your favourite products to the cart and proceed to checkout.
- During checkout, enter your promotion code and click "apply".
- The applied discount will be shown in the order summary.
How can I earn Airport e-Coupons during promotions?
- Log in to your account
- Add your favourite products to your shopping cart and proceed to checkout
- The Airport e-Coupon(s) you are entitled will be distributed to your account once your order is picked up or delivered
- All Airport e-Coupon(s) will be shown in your account under My Coupons
How can I convert Reward Points to Airport e-Coupons?
- Log in to your account at HKairport Rewards and go to Privileges and Rewards
- Simply redeem Airport e-Coupons at ‘Rewards Choices’
How do I use an Airport e-Coupon?
- Log in to your account
- Add your favourite products to your shopping cart and proceed to checkout
- During checkout, select the eligible Airport e-Coupon(s) you would like to use
- The coupon discount will be shown in the order summary
Can I use a promotion code and Airport e-Coupon(s) at the same time?
Conditions for Airport e-Coupon usage may vary. For more details, please refer to the respective programs’ and coupons’ terms & conditions.
What web browsers work best with HKairportShop.com?
To make sure you have best experience possible, we recommend using the most up-to-date version of one of the following browsers:
- Google Chrome
- Mozilla Firefox
- Safari
- Microsoft Edge
LUXURY CONCIERGE
How can I enjoy Luxury Concierge service?
Luxury Concierge is a personalized service offering you a hassle-free purchase of your desired luxury products with a few simple steps:
- Discover – Get inspirations from luxury brands’ product catalogues and bring your coveted pieces home
- Chat – Can’t find what you want? Chat with our Concierge Team for any shopping request and get connected with luxury brand representatives directly (for selected brands) to purchase/ reserve luxury pieces via a secured link at HKairportShop.com
- Collect – pick-up your order at luxury retail store or boarding gate at your preferred time, or have the order delivered to your address
What is the service hour?
Our Concierge Team will be at your assistance from 06:00 to 01:00 daily (HKT).
Is this service for departing passengers only?
We welcome all types of passengers to enjoy our service.
How do I make payment/ reservation?
You may purchase the Luxury Concierge products directly on HKairportShop.com.
For selected items, confirmation of stock availability with our Concierge Team and luxury brand representative in WhatsApp/ WeChat 3-party chat is required. Upon confirmation of your order, our Concierge Team will share a secure payment/ reservation link with you via WhatsApp/ WeChat. You may check out at HKairportShop.com by clicking the ‘Buy now’/ ‘Reserve now’ button within 48 hours.
For selected items, confirmation of stock availability with our Concierge Team and luxury brand representative in WhatsApp/ WeChat 3-party chat is required. Upon confirmation of your order, our Concierge Team will share a secure payment/ reservation link with you via WhatsApp/ WeChat. You may check out at HKairportShop.com by clicking the ‘Buy now’/ ‘Reserve now’ button within 48 hours.
What should I do if I do not have a WhatsApp/ WeChat account?
You may contact our Concierge Team via live chat by clicking the “live chat” icon. We will provide all necessary assistance.