In general, product delivery and installation dates may not be scheduled on the same day.
The selected date is the earliest installation date. The actual installation date & time may be subject to change depend on various factors such as order delay, address, order number & manpower allocation. If the installation date changes, we will contact customer for rearrangement one day before the delivery date at the latest.
The delivery driver will place the goods outside the unit door, but there still needs to be a consignee at the delivery address to receive the goods.
*There must be someone at home to answer during the delivery process. If there is no one at home, delivery service will not be provided on the same day.
For details, please refer: https://www.fortress.com.hk/en/contactless_delivery
Since the delivery time is determined by the delivery location, you can also choose to pick up your order at the nearest branch.
For details, please refer: https://www.fortress.com.hk/en/store-locator
If no elevator service is available at the premises, we will additionally charge you a delivery fee for each floor except the ground floor. Regarding the charges of large products delivery and other additional charges, these shall be paid to the delivery staff directly.
For details, please refer to: Delivery & Pickup
The Fortress shipping fee arrangement only applies to orders that Fortress is responsible for delivering. For products delivered directly by the supplier, the supplier may charge a delivery fee for their direct delivery service, and Fortress or the agent will notify you separately.
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.
For orders to be delivered to Macau, after the items are ready for dispatch, they are typically shipped by sea from Hong Kong to the Macau warehouse 2-3 days prior to the scheduled delivery date, and then delivered by a third-party logistics company.
For all Macau delivery orders, the actual delivery date will be based on the Macau shipping timeline, and you may receive the items 2-3 business days after the scheduled delivery date. Please be mindful of the delivery notifications from the third-party logistics company.
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. 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.