Frequently Asked Questions

Standard Delivery (for orders delivered to a specified address)

Delivery Hours: Monday to Saturday, 9:00 AM – 10:00 PM (excluding Sundays and public holidays).

Orders of HK500 or more (HK350 for VIP members) qualify for free standard delivery. Orders below the threshold are subject to a delivery fee.

Additional charges may apply for selected delivery time slots.

Service is limited to fixed residential addresses in Hong Kong Island, Kowloon, New Territories, Tung Chung, Discovery Bay, Ma Wan, and Macau. Limited delivery services are provided for Lamma Island, Cheung Chau, and South Lantau. If the provided address is incomplete or if we are unable to provide delivery services to that address, the delivery may be delayed.

Not applicable to Peng Chau and Chi Ma Wan Peninsula, or any areas where trucks are prohibited from entering.

For delivery addresses without direct elevator access, an additional fee will be charged per floor (except for the ground floor). If the delivery address cannot accommodate the parking of a 5.5-tonne or larger truck, an additional fee will be charged depending on the actual situation. For exceptionally oversized items and other charges, fees will be collected in cash by the delivery personnel.

If delivery fails, we will contact you to arrange redelivery or in-store pickup.

Express Local Delivery

Delivery Hours: Monday to Saturday, 2:00 PM – 10:00 PM (excluding Sundays and public holidays).

Orders of HK500 or more (HK350 for VIP members) can enjoy free express local delivery service. Orders below the threshold are subject to a delivery fee.

Available only for selected goods — eligibility depends on product type, size, delivery address, or quota, as shown at checkout.

Delivery details cannot be modified after order confirmation. Scheduled times are estimates; actual delivery subject to logistics arrangement. If delivery fails due to incorrect information, unreachable recipient, or force majeure, we reserve the right to adjust arrangements — fees are non-refundable.

On delivery day, you may track your order via SF Express App using the tracking code. Upon receipt, verify goods and sign the delivery note.

Store Pickup Service

Please collect your order within 7 days from the store and date you selected during checkout.

When collecting your order, kindly have the following ready for verification:

• The unique QR code from your order confirmation email

• Original government-issued ID

• Your account login name

You or your authorized representative are welcome to collect the order. To protect your account and ensure secure delivery, our staff may ask for identity verification — if this cannot be completed, we regret that we may not be able to release the order.

Please note: Store selection, product color, style, or goods cannot be modified after order confirmation.

If the selected store is temporarily closed due to weather or other unforeseen circumstances, you’re welcome to collect your order on the next business day.

For your security, please keep your QR code confidential. Fortress shall not be held liable for any loss, damage, or additional costs resulting from lost, shared, or misused codes.

When collecting your order, please check that all goods and gifts (if applicable) are correct, then show or re-scan your QR code — this helps us confirm successful delivery on your behalf.

All pickup records are based on Fortress’s internal system data for accuracy and audit purposes.

Partner Collection Point Pickup

Orders of HK500 or more (HK350 for VIP members) qualify for free pickup at partner collection points. An additional fee applies for orders below the threshold.

Service applies only to eligible goods and designated locations — refer to product page or checkout for details.

After order confirmation, our partner will send an SMS with pickup reference number to the phone number provided. Fortress is not responsible for issues caused by incorrect information.

Collect your order within the timeframe stated in the SMS, either in person or via authorized representative, by entering the reference number into the smart locker or presenting it to staff.

One order = one collection point. Order consolidation is not available. Changes to pickup location, product style, or goods are not permitted after confirmation.

If uncollected within the specified period, the partner may retrieve and reschedule delivery, possibly charging additional fees. If uncollected for 5 days after arrival at the point, the order will be automatically canceled, and a 30% handling fee of the order value will be charged.
 

*For more information related to delivery services, please refer to : https://www.fortress.com.hk/en/delivery

Generally, delivery and installation can be completed on the same day, typically split into morning or afternoon slots depending on the area, route, and manpower.

Please note that your selected date is an estimate. Actual times may vary due to order volume and operational factors. We will confirm the specific delivery time on or before the delivery day. If there are any changes especially regarding the installation date, we will notify you at least one day in other advance.

Generally, all orders must be signed for by the recipient in person. If you choose to leave the items at your doorstep, with the property management/reception, or with a third party, you must enter the PIN via WhatsApp to authorize the delivery.

In such cases, the order will be considered successfully delivered. Fortress shall not be held liable for any loss or damage after the items are dropped off or collected by a third party.

If delivery cannot be completed due to building security restrictions or other reasons, we suggest choosing store pickup at a nearby location instead. To change your home delivery order to pickup at a nearby store, please contact our Smart Customer Services Assistant at least two working days before the scheduled delivery date. This option excludes large appliances and Apple products.

Delivery and Additional Charges

Additional Charges Notified Before Delivery

If your delivery address is in a remote area or requires special arrangements, we will quote the additional fee in advance. Delivery will be scheduled within 3 working days after your confirmation and payment of the fee.

Additional Charges Collected on Delivery Day

If no elevator service is available at the premises, we will additionally charge you a delivery fee for each floor except the ground floor. Additional fees may also apply if the location cannot accommodate a 5.5-tonne truck or above.

All extra delivery charges must be paid in cash to the delivery courier.

For details, please refer to: Delivery & Pickup

*The above shipping fee arrangement only applies to orders delivered by Fortress. For goods delivereddirectly by the supplier, the supplier may apply their own delivery charges. You will be notified separately by Fortress or the supplier.

In general, majority orders can be delivered according to the selected date and time slot. Meanwhiles, supplier will contact you to confirm delivery information before the delivery date. Individual supplier delivery order might be delivered by third-party vendors. Due to the delivery lead time, the order may be received within 2-3 working days. If your order delay or out of stock, we will notify you of the relevant arrangements via email within 4 working days from order date.

The SFHK APP is undergoing a security upgrade. The SFHK APP pickup notification function will replace SMS messages. Customers can enable push notifications on your mobile devices to avoid missing delivery reminders within the SFHK APP.

*Please do not respond to any suspicious calls, emails or SMS messages and please protect personal information carefully.

Once your Macau order is ready, it will be transported directly to Macau and delivered by a third-party logistics company. Shuttles run from Monday to Saturday. Generally, delivery takes 1–2 working days after ordering, though it can arrive as early as the next day if the order matches the shuttle schedule.

The actual delivery time depends on traffic, customs clearance, order volume, and routes. For orders containing regulated items or products requiring special permits (such as refrigerant-containing products), delivery may take longer. Please look out for delivery notifications from our third-party logistics partner.

Note: You can track the progress of your order through the order records or the tracking page.

If you have any queries about the order status, please contact our Smart Customer Services Assistant for assistance.

Please check the spam emails in your mailbox first if there is any related pickup email. In general, customer will receive a pickup email and pick up SMS, alternatively customers can also check updated order records when logging in to the Fortress APP, which also contains a QR code for order pickup. If none of the above channels work, please contact our Smart Customer Services Assistant. We will verify the purchaser's identity and resend the pickup SMS. To ensure the rights and interests of customers, when picking up the goods, our store staff will verify the identity of the recipient and confirm either one of the pickup email or pickup SMS or pickup QR code, and then the goods can be picked up.

For more information about self-pickup (In-store pickup & Partner pickup), please visit Delivery & Pickup

The instruction for forwarding service is as follows:

1. Register ShipEazy: Register an account with your phone number and get your "Dedicated Warehouse Address" from "User Profile".
2. Shop at Fortress: Select items, choose "Delivery" at checkout, and fill in the ShipEazy "Dedicated Warehouse Address".
3. Register Order: After payment, go to the "Register Items" page on ShipEazy to fill in the Fortress Order Number, item details, and your UK delivery address.
4. Confirm & Pay shipping fee: You will receive an SMS notification once the goods arrive. Please log in to your ShipEazy account to confirm details and pay the shipping fee within 24 hours to avoid delays.

Click here for details of forwarding service: ShipEazy FAQ.

The promotional offer is HK$78 for the first kg (Less than 1kg will be calculated as 1kg) and HK$39 for every subsequent 500g.

Please note that the final charge is subject to the following factors:

1. Calculation Criteria: If the volumetric weight exceeds the actual weight, shipping fees will be calculated based on the volumetric weight ((L x W x H) / 5000).

2. Final Verification: The Shipping Calculator on the website and the packaging data on the product page are for reference only. The actual shipping fee is subject to the final measurement by ShipEazy after the goods arrive at the warehouse, considering any necessary reinforced packaging (which may increase weight/volume).

3. Taxes: Shipping fees, UK import duties, and Value Added Tax (VAT) are collected directly by ShipEazy and are not included in the Fortress order amount.

Once receive the SMS notification from ShipEazy, please log in to your ShipEazy account to view the final amount and make payment.
 

Regarding battery products, plug-in appliances and products with built-in batteries (e.g., cooker, microwave oven) valued under HK$5,000 are generally eligible for shipping. However, power banks and rechargeable batteries are strictly prohibited.

If goods are identified as prohibited items at the Hong Kong warehouse, they cannot be shipped to the UK. In such cases, ShipEazy will contact you separately for further arrangements, and all related liabilities and costs shall be borne by the customer.

To avoid shipment interception, please be sure to check the Prohibited Items before purchasing.

Logistics tracking is divided into two parts. Please check via the following links respectively:

Hong Kong Leg (Fortress to ShipEazy Warehouse): Please visit Fortress Order Tracking.

Overseas Leg (ShipEazy Warehouse to UK): Please log in to your ShipEazy account for the latest status.

Warranty, repair, and after-sales services for products sold by Fortress are limited to Hong Kong only. Customers must assess the risks and after-sales arrangements for using products overseas.

For details, please refer to the Terms & Conditions of Forwarding.