About Travelshop

What is Travelshop?

Travelshop is a Hong Kong-based peer-to-peer platform that connects shoppers and travellers.  

As a shopper, all you have to do is post a shopping request and we will find the right traveller to deliver that item to you - it can be anything you want!  

As a traveller, you will be rewarded for helping shoppers buy and bring back goods from overseas.

In which countries and/or cities does Travelshop operate?

As a shopper, you can count on us wherever you are.  

As a traveller, you can be part of our community of travellers as long as you have a bank account in Hong Kong.

How do I sign up?

Joining Travelshop is easy! You can create an account by using your Facebook profile or by using your email.

How much does the service cost? 

The app is FREE.  However, to cover our overheads, we charge shoppers a 7% service fee on the total transaction consideration.

How do I reach you?

Just drop us an email at support@travelshop.io


How to shop

How do I post a shopping request?

You have three options:

a) create your own shopping request by posting a new request;

b) browse through what's trending in recent requests; or

c) select an item you like from our list of carefully curated staff picks.

Make sure the information you provide is complete and accurate before submitting your post. Your request will go live and travellers will then be able to respond by making an offer to help.

What is the item price?

This is how much you expect your requested item to cost, factoring in the price of the item, as well as any customs duties that might be applicable in your country of origin. Travellers may contact you using our in-app messaging function to negotiate a higher item price (for example, where the item price does not cover applicable customs duties). If they do, you should edit your request to reflect the new item price.

What is the traveller reward? 

This is how much you are willing to pay a traveller to buy and deliver an item to you. The higher the reward, the more travellers that will offer to help. Travellers may contact you using our in-app messaging function to negotiate a higher reward. If they do, you should edit your request to reflect the new traveller reward.

Is there a minimum transaction amount?

Yes, the minimum transaction amount is HKD 100 (or its equivalent in other currencies).

How do traveller offers work?

When you receive offers from travellers, you’ll be notified through our app. You can then contact them using our in-app messaging function to agree on the details. Once you find a traveller that's right for you, you can accept her offer.

I've accepted a traveller's offer. What happens next?

Once you accept a traveller's offer, you'll be taken to the payment page where you'll be asked to provide your credit card details - making payment guarantees your purchase! We accept Visa, Mastercard and American Express.  

Does the traveller pay for the requested item first?

Yes. Your traveller will use her own funds to buy your item. Don't worry, your money will only be released to your chosen traveller once you confirm receipt of your item. Pending this confirmation, your money will be safe with our payment provider.  If for any reason the transaction falls through, we'll give you a full refund.

I've accepted a traveller's offer to help and made payment.  Where is my item?

For information on the status of your request, you will find updates on our item tracker. There are four possible statuses:

  1. Shopping in progress: you have accepted a traveller's offer to help
  2. Item bought: your traveller has already bought your requested item
  3. Item ready for collection: your traveller is ready to hand over the item to you
  4. Transaction complete: you have confirmed receipt of your item through our app

How do I contact my traveller?

You can chat directly with your traveller using our in-app messaging function.  All communications between you and your traveller should take place on our platform.  This will allow us to verify what's been agreed upon in the event of a dispute.

You will also find updates on the status of your request on the item tracker.

How do I collect my item?

There are currently two collection methods available to you:

  1. In person: contact your traveller using our in-app messaging function to agree on a time and (public) place to meet for her to give the requested item to you.
  2. Pickup: the requested item will be available for pickup at one of the collection centres of our logistics partner. To collect it, simply produce a photo of the waybill provided by your traveller.

I have received my requested item, how do I confirm completion of the transaction?

  • If you have opted to collect your requested item in person, you will be asked to scan the QR code displayed on the traveller's phone to confirm successful receipt of the item.
  • If you have opted to collect your requested item at one of the collection centres of our logistics partner, click on confirm item received as soon as you pick it up - don't forget!
  • That's it!

How to deliver

Where do I find shopping requests?

You can browse all shopping requests on our traveller homepage. You can also view additional details regarding each request. If you have any queries or concerns, simply contact the shopper using our in-app messaging function. Once you've found the right match, click on offer to help.

My offer to help has been accepted, what happens now?

You're all set to start shopping! You'll have to use your own funds to buy the requested item first, but we'll release full payment (of the item price, traveller reward, and any customs duties applicable at the shopper's country of origin) to you once your shopper confirms receipt of the requested item.

How do I contact my shopper?

You can chat with your shopper directly using our in-app messaging function.  All communications between you and the shopper should take place on our platform. This will allow us to verify what's been agreed upon in the event of a dispute.

Don't forget to use the item tracker to update your shopper on the status of her request! Let her know when you've purchased item, and when you're ready to hand it over.

How do I hand over the requested item to my shopper?

If your shopper has opted to collect the requested item in person, contact her using our in-app messaging function to agree on a time and (public) place to meet.

If your shopper has opted to pick up the requested item at one of the collection centres of our logistics partner (a full list is available here), simply drop the item off at one of the collection centres together with a completed waybill.

Make sure that all information on the waybill corresponds to that found on your shopper's request. Remember to send your shopper a photo of the waybill!

How do I complete the transaction?

If your shopper has opted to collect the requested item in person, ask her to confirm receipt of the item by scanning the QR code displayed on your phone.

If your shopper has opted to pick up the requested item at one of the collection centres of our logistics partner, the transaction will be completed as soon as your shopper confirms receipt of the item on our app.

How and when do I get paid? 

The item price and your traveller reward will be credited to your bank account shortly after the transaction completes.

Don't worry, to guarantee a purchase, your shopper is required to make full payment (of the item price and traveller reward) when she accepts your offer to help.  These funds will be released to you by our payment provider as soon as your shopper confirms successful receipt of the requested item.


Troubleshooting for shoppers

Can I cancel the shopping request I posted?

Yes. If you change your mind, you can cancel your shopping request at any time before you accept a traveller's offer to help. Once you have accepted an offer, you will be committed to complete the transaction.

Can I still cancel my shopping request after accepting a traveller's offer to help?

No, you may not cancel your shopping request after you have accepted a traveller's offer to help. This is to ensure that travellers can proceed to purchase an item without fear that their shopper might back out at the last minute, or after they have already bought the item.

If the traveller has not yet bought the item, you can contact her using our in-app messaging function to ask whether she would agree to a cancellation.

Why haven't I received any traveller offers for my shopping request?

Sometimes, you may not receive a traveller's offer to help for a number of reasons.  These may include the following:

  • there are no travellers visiting the country where your requested item is available;
  • the deadline set for delivering your item may be too soon;
  • your requested item may be difficult to find or to heavy to carry;
  • your traveller reward may not be high enough to cover the time and logistics costs of a traveller to find and deliver your item.

Feel free to contact us if you are not receiving any traveller offers and we will do our best to find you the right traveller match!

Does Travelshop store my credit card details?

No, Travelshop does not store your credit card details.  All credit card details entered into the app are released directly and only to our payment processor.  Neither Travelshop nor any of its employees have access to your credit card details.

Our payment processor ensures the security of your credit card details. For more information, visit our payment processor's FAQ, available here.

The item I received is not what I requested for/ is damaged. What should I do?

Contact us at support@travelshop.io.

We will contact the traveller on your behalf to understand what happened. If we conclude that the traveller has delivered the wrong item or has delivered a damaged item, your payment will be refunded in full.

Don't forget to explain why the item received does not match the description you provided/ describe how the item is damaged. In either case, photos would be helpful too.

I still haven't received my item, what should I do?

Contact us at support@travelshop.io

We will contact the traveller on your behalf to understand what happened. If we conclude that the traveller is responsible for losing your item or has failed to perform her commitment to deliver your item to you, your payment will be refunded in full.


Troubleshooting for travellers

Can I withdraw or cancel my offer to help?

Yes. You can withdraw or cancel your offer to help at anytime before a shopper accepts it. Once a shopper accepts your offer, you will be committed to complete the transaction. 

How do I know the item I have purchased is safe to bring through customs?

Before making an offer to bring back a shopper's item, make sure it is safe and legal to bring through customs into your destination country.  You can do so by doing a simple search in Google.  

It is your responsibility to ensure that what you are purchasing or bringing back is not a prohibited, controlled or restricted item under the laws applicable in the country of origin or destination, or any other jurisdiction through which such item will be transported.

What if I am charged customs duties upon arrival at my destination country?

Before making an offer to bring back a shopper's item, make sure that you are aware of the applicable customs duties and that the traveller reward is sufficient to cover these charges.  You can do so by doing a simple search in Google.

If the reward does not cover the applicable customs duties, please contact us at support@travelshop.io. We will ask your shopper to edit her request with a traveller reward that covers these charges.