KE Consol - FAQ

Free door-to-door delivery will only be offered if there is lift access and the trolley can fit in the lift at the delivery address.

Consignee guarantees that its Shipment is suitable for transportation. However, Shipment is deemed unsuitable for transportation if:

  • It is classified as hazardous material, dangerous goods, prohibited or restricted articles by any applicable government department or other relevant organization or under any laws of any relevant jurisdiction.
  • KE Consol decides it cannot transport any item of any Shipment safely or legally (such items include but are not limited to: fragile or perishable items, animals, currency, bearer form negotiable instruments, negotiable papers, securities or other valuables, artwork, passports / other identification documents, or samples, precious metals and stones, firearms, parts thereof and ammunition, human remains, pornography and illegal narcotics/drugs).

KE Consol shall not be liable for loss of, damage to or delay in delivery of the above items, which is included in Consignee’s Shipment whether the Consignee has informed KE Consol about such items or not. If KE Consol suspends its service in respect of any Shipment which is deemed unsuitable for transportation pursuant to this Section 1, then the Consignee shall not be entitled to any refund of transportation fee paid by Consignee to KE Consol in respect of such Shipment.

When submitting a consolidation order, members should fill in the description of the item correctly in Chinese. Parcels may be inspected, detained and/or seized by the customs authorities if items therein are prohibited or not correctly declared. We disclaim all liabilities arising from your failure to comply with this clause and reserve the right to recover from you all losses and damages incurred.

Cut-off time is 2:00 p.m., parcels will be dispatched on the same day (except Saturdays or public holidays) provided that order is received by us before the cut off time and full payment is made. It will subject to system records.

China Warehouse receive parcels at 9:00 a.m. - 6:00 p.m. everyday.

Remarks:

  • Parcels that arrive at the warehouse before 12:00 noon will be put-away in storage on the same day.
  • Parcels may be signed as received by the courier in the e-commerce platform system upon pick-up of the parcels before they physically arrive at the warehouse. In case of inconsistency between status of your parcel shown at the e-commerce platform and our system, please try again later.

9:00 a.m. - 6:00 p.m. From Monday to Saturday
Except for Public holidays, days when Black Rainstorm Warning Signal or Tropical Cyclone Warning Signal No. 8 or above are hoisted.

9:00 a.m. to 6:00 p.m. from Monday to Friday (Lunch Hour: 1:00 p.m. to 2:00 p.m.)
9:00 a.m. to 1:00 p.m. on Saturday
Except for public holidays, days when Black Rainstorm Warning Signal or Tropical Cyclone Warning Signal No. 8 or above are hoisted.

  1. In the event of special events (e.g. double 11 and double 12 shopping festivals) and China statutory holidays, the time of dispatch and delivery will be subject to change. Please refer to our announcement from time to time.
  2. The Hong Kong or China customs do not prescribe the time required for the parcels to be seized, and we will not be responsible for any compensation or liability.
  3. If consignee declares the parcels do not match the actual product/ prohibited/ sensitive goods, Hong Kong and China customs can seize the individual guest shipment and will not notify the time of return.
  • The maximum number of packages that may be combined under a consolidation order is 60.
  • Free time at the China warehouse is 30 calendar days and thereafter storage charges will apply.

Shipping rate is determined according to the actual weight or the volumetric weight of the parcel, whichever is greater.

Remarks:

  • The minimum unit weight per item is 0.1kg. Any weight less than 0.1kg will be rounded up to the nearest 0.1kg. 
  • The volumetric weight of the parcel is determined by the actual dimension measured by the warehouse.
  • In respect of weight of parcels after consolidation, any weight less than 1kg will be rounded up to the nearest 1kg.

Volumetric weight formula:

Length (cm) X Width (cm) X Height (cm) ÷ 6000 = Volumetric Weight (kg)

Example:
Dimension of parcel is 30cm ×50cm ×60cm
Volumetric weight of parcel is 30cm ×50cm ×60cm ÷6000=15kg,
Actual weight of parcel is 5kg

As the volumetric weight is greater than the actual weight, the shipping rate will be calculated based on the volumetric weight (i.e. 15kg).

You can check whether the parcels have arrived at our warehouse in our website or APP.

If the information of your member account is correctly shown on the delivery note, our system will register the parcel to your account automatically and you do not need to register the parcel in our system manually.

However, if your courier record indicates that the parcel is received at our warehouse but no record can be found in your “Consolidated” after 1 working day, please enter the courier no. in “Claim” register your parcel manually.

Reasons why your parcel cannot be automatically registered include:

  1. The delivery note does not show your member number.
  2. The delivery note is not clear or broken.

Payment can be made by:

  • Alipay HK/CN;
  • Wechat Pay HK/CN
  • Credit Card
  • PayMe
  1. Membership Registration
    Free to register as a member of KE Consol.
  2. Shopping
    You can use KE Consol consolidation service in any e-commerce platform in China. Please set the default shipping address in the e-commerce platform as follows and (XXXXX) will be a set of number that system generate automatically. You can copy from “Address of China Warehouse” in the KE Consol website / APP after you login.
    Province:廣東省
    City:東莞市
    District:虎門鎮
    Address:赤岗巨峰恒鑫產業園C棟2樓(HKXXXXX)
    Attention:王子傑(XXXXX)
    Tel:17520174434
  3. Consolidate items
    When your parcel is dispatched by the seller of the e-commerce platform, please notify us by registering the relevant shipment order no. in our system under the following path:
    KE Consol Member Centre > Consolidation > Choose parcel > Click “Consolidate Now” > Choose shipment receipt method > Confirm Order
    KE Consol APP > Consolidation > My Hub > Choose parcel > Click “Submit” > Choose shipment receipt method > Confirm Order
  4. Payment
    Upon successful submission of the order and verification by KE Consol, you should pay our fees as follows:
    Order > Unpaid > Choose the unpaid order > Choose payment method > Click “Pay Now”
  5. Delivery to Hong Kong
    In general, orders submitted and paid before 2:00 p.m. (subject to system records) will be dispatched at that night and arrive Hong Kong warehouse on the next day.

Business hours of each pick-up point may vary.

Fee: HKD$9 for the first kilogram, and HKD$6 for each additional kilogram.

The weight limit is 20kg, and any side of a single piece of cargo cannot exceed 180 cm.

Free time at most self-pick up point is 3 working days (some of self-pick up point is 2 working days), start from the parcel arrive day.

Category Weight First 1 kg Each additional kg Unit
Normal Parcel 1-99 kg HK$16 HK$6 1 kg
Heavy Parcel 100 kg or above HK$3.6 HK$3.6 1 kg

Remarks:

  1. Surcharge of HK$160 will apply if either side of the each individual parcel exceeds 160cm or the actual weight is over than 30 kg. This is not include Heavy Parcel.
  2. Parcels will be delivered to your door without additional charge if there is lift access and the trolley can fit in the lift at the delivery address. There are surcharge of stair if we need to delivery by stair as there are no lift or the parcel cannot fit to entry the lift. The parcel still cannot fit for delivery through stair, it must be delivery to ground floor.
  3. Surcharges for delivery to remote areas (e.g. outlying islands) will apply. Please refer to relevant rate table.
  4. Surcharges (e.g. stair charges, parking fee etc.) will apply for any parcel. Consignee shall pay such additional charges to our courier by cash.
  5. If we are required to carry the parcels through staircases either up or down, stair charges will apply (stair charges will be waived if the total number of steps is not more than 5). Stair charge will be HKD$30 per parcel per floor (not more than 20 steps) or every 20 steps (up to a maximum of 8 floors. This only apply on either each individual parcel should not more than 30kg or the side of the each individual parcel should not exceed 160cm.
  6. If the driver is required to park its vehicle at paid carpark, we will notify the consignee who may choose either delivery to door or delivery to ground floor. Relevant parking fees will be charged to the consignee at cost.
  7. No delivery to restricted areas will be provided.
  8. Special Area Delivery Schedule:
    • Discovery Bay, Ma Wan, Chek Lap Kok (including HK International Airport) and Hong Kong Disneyland
      Every Tuesday, Thursday and Saturday
      (Afternoon Delivery is not available to Ma Wan)
    • Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau and Lamma Island
      Only on Saturday
  9. We will not be liable for any delay or non-delivery caused by accidents, traffic conditions, weather conditions or other circumstances beyond our control.
  10. All services will be suspended when Black Rainstorm Warning Signal, Typhoon Signal No. 8 or higher is hoisted. Relevant orders will be delivered on another date.

Non-Commercial Areas or Residential Areas HKD$20

Outlying Island (1): HKD$90

Including Ma Wan, Chek Lap Kok (including HK International Airport), Hong Kong Disneyland

Outlying Island (2): HKD$300

Including Discovery Bay, Ngong Ping 360, Cheung Chau, Lantau Island, Mui Wo, Tai O, Peng Chau, Lamma Island

Outlying Island delivery service for smaller shipments with a weight of 8kg below and the total length of each item cannot exceed 105cm.

  • The consignee shall consolidate the parcels arrived at our China warehouse within 30 calendar days. Free time at the China warehouse is 30 days and thereafter storage charges at HKD$1 per day per parcel will apply. Parcels stored for more than 90 days will deemed to be abandoned. We will clear that parcel record in our system and dispose of the parcel at our sole discretion without further notice and compensation to the consignee.
  • Free time at most self-pick up point is 3 working days (some of self-pick up point is 2 working days), start from the parcel arrive day. Overdue order will be charged a storage charge HKD$10 per parcel and per calendar day. If the order overdue more than 14 calendar days, self-pick up point can settle the parcels by themselves without further notice and compensation.
  • Parcels stored for more than 14 calendar days at our Hong Kong warehouse / self-pick up point, as we cannot get contact with consignee or else, will deemed to be abandoned. We will clear that parcel record in our system and dispose of the parcel at our sole discretion without further notice and compensation to the consignee.

Shipment protection plus service fee is determined according to the actual value of all items under the delivery order. The maximum declared value of each delivery order is HKD$4,000 (exclusive of delivery fees).

Our fee for this service is 2% of total declared value subject to a minimum fee of HKD$20

  1. Only one claim can be made for each consolidation order.
  2. We will compensate based on declared value or actual loss, whichever is lower, provided however that the maximum compensation shall be HKD$4,000 per consolidation order.

For more details, please refer to the Terms and Conditions of Shipment Protection Plus Service.

  1. Our responsibility for the parcels commence when the parcels arrive at our warehouse and end upon delivery of the parcels to delivery address or pick-up point designated by the consignee.
  2. We disclaim liability for any loss or damage of the parcels during the delivery from the seller to our warehouse.
  3. If the items that inside the package do not match with the name and contents of the items on KE Consol, no compensation will be offered
  4. All compensation will be calculated by comparing the declared value of item on KE Consol and the price on the official invoice, whichever is lower.
  5. Upon receipt of sufficient information to substantiate your claim, we will make the compensation up to a maximum of HKD$500 per consolidation order.
  6. Any claim of loss must be submitted to our customer services representatives by email within 7 calendar days, failing which claims will not be entertained.
  7. Any claim of loss must be submitted to our customer services representatives by e-mail within 7 calendar days, failing which claims will not be entertained.
  8. You are advised to take out additional insurance coverage at your own costs if our compensation is considered insufficient.
  1. Please keep the original packaging and take photos of the parcel in different angles.
  2. If you suspect that the package is damaged or has been opened before, please put in remarks upon signing of the delivery note, failing which no claim will be accepted.
  3. No compensation will be offered if parcel is seized by the customs authorities (e.g. due to containing of any counterfeit goods or restricted or prohibited goods) and we reserve our rights to recover from you all losses and damages incurred.
  4. All of the following must be provided in order to proceed with the claim:
    • KE Consol delivery note
    • Consignee contact number
    • KE Consol Account
    • Photos of inner and outer packaging of the parcel (clear order number must be shown ) (only applicable to cases other than lost shipment)
    • Valid proof of authenticity (for example, official invoices issued by shops, handwritten receipts are not accepted)
  5. We will make the compensation within 14 working days after verification and acceptance of your claim.
  6. All compensation will be settled in Hong Kong Dollars and returned to your KE Consol Wallet.
  7. Any claim must be submitted to our customer services representatives by email within 7 calendar days after signing of the delivery note.
  8. In case of any disputes on a claim, we reserve the rights to make the final decision.
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