All customers who have already bought a flight ticket (as flight number is required to benefit from duty free).
Simply visit & browse on the website, select your preferred products as well as exclusive offers and add them to your shopping cart. When checking out, provide us your flight detail and select the most convenient collection point in the airport. One of our sales associates will be expecting you to handover your order, and help you proceed to the cashier.
Yes, you can cancel your order. Simply login to your account and cancel your order any time before your flight departure/arrival. If you decide to proceed with the purchase, the transaction is only concluded after picking-up the order in the selected collection point, located in the airport, and payment being made.
You do not need to register to browse in our website and refer to our product information. However, you would need to register to place a pre-order. The duty free shopping is only available for travelers with a valid flight ticket. Due to duty free regulation, it is mandatory that you provide your flight information.
We need to know when you will be departing/arriving in order to prepare your order accordingly. Making sure your order is ready and available for you to pick up & purchase.
Your date of birth is mandatory due to the legal restriction on categories such as Alcohol and Tobacco.
Yes, except for alcohol and tobacco products.
You can place a pre-order as early as 30 days and latest at 72hrs prior to your flight
There is no limit to the quantities of products in pre-order. However you should be mindful about the duty allowances and limits as specified on the specific airline, airport and destination. Please take note that you may have to pay additional duty and taxes if you exceed the specified limits.
A pre-order placed and confirmed cannot be modified. However, you can cancel an order. In order to cancel a pre-order, you would need to login to your account & cancel the order. You can then place the pre-order again according to the changes you would like to make.
You can follow up on your orders by accessing your online personal account.
Once you have placed your order, you will receive a confirmation email (with a bar code). If you do not receive a confirmation email, please contact our customer service either by phone +41 58 440 85 00 or by email CustomerService@ch.dufry.com.
The payment has to be made in store at the airport, when you pick-up the pre-order.
All standard payment methods are accepted.
No extra fees shall be applied to online prices.
Yes, prices are susceptible to change depending on our partners' price policies.
Your pre-order will be prepared and ready for collection at the collection point you selected when placing the order online. All details are available on our website.
Yes, you are welcome to add or remove any goods from your basket before proceeding to the payment.
As specified in this FAQ – pre-ordering online is not a binding transaction. If you do not pick-up your pre-order on the date specified (within 72hrs of your flight departure) it will simply be cancelled without any additional fees or consequences.
The customer needs to justify his identity when picking-up the pre-order to comply with airport shopping regulations.
The return policy applies equally to online as per in-store purchases. For further information please refer to our customer service regulation.
Returns or exchanges can be made up to 30 days after purchase at the airport. 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 received. If you have any questions, please contact our customer service either by phone +41 58 440 85 00 or by email CustomerService@ch.dufry.com.
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