RESERVE & COLLECT FAQS

1. Service

  1. Who can pre-order Duty Free?

    All passengers travelling internationally through Melbourne Airport.

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  2. How does this service work?

    Simply browse the website, select your preferred articles and amazing offers, add them to your shopping cart; when checking out, tell us the date of your departure and select the most convenient pick-up point.

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  3. Can I cancel my order?

    You can cancel your order more than 24 hours before your flight. Please contact our customer service line to have your refund processed. Please note that refunds can take up to 10 business days.

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  4. Do I need to register?

    You do not need to register to browse our website and consult our product information. However, you will need to register to place a pre-order. Duty free shopping is only available for travellers; due to local duty free regulations, it is mandatory that we get your full name and flight information.

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  5. Why my date of birth is necessary?

    Under the Liquor Control Reform Act 1998 it is an offence to supply alcohol to a person under the age of 18 years. Please note that a valid ID will need to be checked at the collection point before you can take you pre-ordered goods.

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  6. Can I use the reservation service if I am of minor age?

    Yes, except for alcohol and tobacco products.

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2. My pre-orders

  1. How far in advance can I make a reservation?

    You can place your pre-order no earlier than 30 days and no later than 24hrs prior to your flight.

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  2. How many reservations can I make?

    There is no limit to your pre-orders, you should however keep in mind the allowance limits as specified here. Please be aware of the allowance for the country you are travelling to, as you may have to pay the additional duty and tax differences / fines if you exceed those limits.

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  3. Can I cancel/modify my reservation?

    You cannot modify an order once it has been placed; you would need to cancel it and place a new order. Please contact our customer service team to arrange this for you.

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  4. Where can I track my reservations?

    You can follow up your orders accessing your online personal account.

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  5. How can I be sure that I placed my order properly?

    Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

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3. Mailing List

  1. How do I subscribe to Dufry newsletters?

    You can subscribe to our newsletter by either providing the Dufry group with authorization during the registration process or after, by accessing your personal account settings. You can also sign up to our newsletter by registering on RED by Dufry (available on the app store).

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  2. Can you take me off your mailing list?

    You can uncheck this option by accessing your personal account settings.

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4. Password

  1. What do I do if I’ve forgotten my password?

    You can ask for your password to be sent again by accessing your personal account settings.

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5. Personal Details

  1. How can I change my personal details?

    You can change your personal data information by accessing your personal account settings.

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  2. Are my personal details secure?

    Be reassured that your personal information is kept private and confidential. For more information, please read our Privacy policy.

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6. Payment and taxes

  1. When do I have to pay?

    You must pay for your order at our web checkout before it is valid.

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  2. Which are the payment methods allowed?

    All standard online payment methods are accepted.

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  3. Do I pay any additional taxes on the prices visible on the website?

    No extra fees shall be applied to our online prices. However be aware of the local duty free allowances for the country you are travelling to.

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  4. Can prices change between the moment I place an order and the day I pick up my goods?

    Yes, prices are susceptible to change depending on our partners' price policies.

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7. At the airport

  1. Where do I pick-up my goods?

    Your pre-ordered goods will be packed and ready for collection at the pick-up point you selected when placing the order online. All details are available on our website.

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  2. Can I modify my order at the airport?

    Modifications to your order must be done 24 hours before the collection time, so you cannot change your order once you have reached the airport. However you are more than welcome to shop in store in addition to your online order provided you do not exceed your duty free allowance.

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  3. What happens if I can not pick up my order?

    In the case of cancelled or diverted flights please contact our customer service who can make a suitable arrangement. Please see our store maps for collection points prior to travelling so you know where to collect your order as you pass through the store.

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  4. Can someone else collect the order on my behalf?

    Only the customer whose name is on the pre-order can collect it.

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  5. Can I return some of the items I bought?

    The return policy applies equally to online or in-store purchases. Please refer to our customer service regulation.

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  6. How long do I have to make an exchange or return?

    Returns or exchanges can be made up to 60 days after purchase at the airport; Please refer to our customer service regulation. The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase.
    Due to the nature of a lot of our products we are unable to return or exchange via the post, or courier service. Please contact our customer service to arrange an appointment at the airport  during business hours (Weekdays 9:00am – 5:00pm).

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Warning - Under the Liquor Control Reform Act 1998 it is an offence to supply alcohol to a person under the age of 18 years (penalty exceeds $17,000), for a person under the age of 18 years to purchase or receive liquor (penalty exceeds $700). Licence No: 32024408 Class of Licence: Late night (packaged) Liquor