HotEMA UK Collection Service
Local Door-to-Door Pickup Service Returning to UK EMA Warehouse
*Member ID: Notify Line Customer Service
*Service only available at the nearest UPS Drop Off Station to your location
*Door-to-door pickup service starts from 13/02/23 (collection)
A. Explanation of Pickup Fees
1. Each box weighing up to 25kg and (length + width + height less than 150cm) and one side less than 70cm
*UPS Drop Off Fee: 380 NTD
*UPS Collection Fee: 520 NTD
a. No pickup service on weekends and holidays
b. Deadline for form submission is before 17:00 Taiwan time
c. UPS Collection requires a prepayment of 200 NTD.
d. If collection arrangement is unsuccessful, please contact UPS customer service at + 44 (0) 3457 877 877 to arrange another pickup time. If UPS customer service requests payment, inform them that we use a corporate account for monthly settlements, not single payments. The driver will return for pickup.
e. If the driver has attempted to collect but was unsuccessful, the fee of 200 NTD is non-refundable.
Special Reminder: UK pickup times are challenging to control. We only provide the service and do not accept same-day or specified time slot requests. We cannot guarantee punctual door-to-door pickups. We recommend using Drop Off locations for easier time control.
2. For weights or dimensions exceeding (1.)
*Contact Line: @lgg6811g for assistance. Provide dimensions in cm, weight, and destination country for a quote.
3. Package Loss Insurance Fees:
*Basic insurance fee of 600 NTD for total package value up to 30,000 NTD
*For values exceeding 30,000 NTD, insurance fee is 2% of the total value
*Calculated per order, per package (box).
B. Operational Process Explanation: (One Pickup Form per Box, Two Boxes per Pickup Form...)
1. Fill out your address on the official website for local door-to-door pickup. We will find the nearest UPS Drop Off Station for you.
2. The advantage is: you can drop off your package anytime by yourself.
3. Our customer service Line will send you the tracking label. Print it out and paste it on the box.
4. Write your member number on the box. (Do not pay UPS directly)
5. The Red Sea system will automatically generate a pre stock in. Once received, it will automatically be stocked into your member account.
6. After arrival in the warehouse, fill out a new shipping order.
7. Once packaging is completed, the fees will be automatically calculated.
8. Navigate to "Payment" to check the fees and complete the deposit. Then fill in the amount in the system.
9. Payment will be automatically deducted before shipment, and arrangements will be made for prompt delivery to the recipient.
C. Important Regulations:
1. Each box must have one label attached.
a. Hand it to the pickup driver or drop it off at the station and take a photo of the order.
b. Ensure that the tracking number is entered into the UPS system on the spot.
c. Immediately check the status of the order in the courier company's system to confirm successful pickup.
d. Each box must have a label attached, even for multiple boxes.
2. Optional: Full insurance for packages with the courier company.
*In case of a lost package with insurance, we will assist you in reporting to the courier company with the required information and proof of purchase. The compensation amount will be confirmed by the courier company after final determination.
*Once the compensation amount is received by UK EMA, it will be transferred to the member within 3 working days.
3. If insurance for lost items with the courier company is not obtained, we will automatically provide NT$1,000 insurance per box for members.
4. No other claims for compensation will be entertained.
5. If other consolidated shipping companies cannot handle items such as perfumes containing batteries and require door-to-door pickup, please notify customer service for assistance in arranging pickup from their company. The fee is NT$500 per box (within 20kg, with three sides within 150cm). (If pickup is unsuccessful, UPS will charge NT$250). Please deposit NT$500 in advance. UPS number: +44 (0) 3457 877 877.
D. If you want to apply for insurance:
*You must provide the following information to customer service Line@lgg6811g.
*If compensation cannot be obtained due to insufficient information, the customer will be responsible. Additional fees must be quoted separately:
1. Provide the total value of the items (in GBP).
2. Receipts for the value of each item (in GBP) or order screenshots (must include prices).
3. Photos of each item and its brand, product name, material, the more detailed, the better. All information must be in English. It is recommended to take photos of each item.
*Clothing: Brand, product name, color, size, product number (e.g., Men's Polo pyjama top and bottoms set, size M, Navy Blue).
*Health or beauty products: Brand, product name, specifications (ml, g), container type (e.g., 5 Avon Sun + Sunscreen face lotion, SPF 40, 300 ml, yellow and red container) (e.g., 20 Vitacost Natural Vitamin E, 1,000 IU, 60 softgels).
*Books or stationery: Brand, product name, quantity, product number (e.g., 5 textbooks, 'Spectrum Science', paperback, brown cover, publisher: Frank Schaffe).
*Electronics: Brand, product name, model, product number, ID number, serial number (e.g., Lenovo IdeaPad 330 15.6" Laptop, Windows 10, Intel Core i3-8130U Dual-Core Processor, 4 GB RAM, 1 TB Hard Drive – Platinum Grey). (Note: The serial number must be provided! Compensation cannot be obtained without a serial number!)
4. Take photos of the outer box: 2 photos of each side of the outer box and 1 photo after affixing the shipping label. All the above information must be provided to customer service and saved by yourself. Photos must be in JPG, JPEG, or PNG format.
Special emphasis: When picking up, it must be confirmed that the driver has successfully scanned the barcode into the system and taken a photo of the driver taking the package. You can directly check the progress on the UPS website. If the package status is not updated, the customer must contact UPS customer service at +44 (0) 3457 877 877.