Who can use our service?

All passengers with a valid boarding pass traveling through the airport may use our service.

Domestic Travelers can purchase everything except liquor and tobacco due to custom regulations, while International Travelers can purchase all items.

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How does the service work?

Before the day of the flight

1. Select the final destination of your flight (i.e. International or US) from your departure airport and a curated assortment will be displayed on the site.

2. Add items to cart.

3. Confirm departure date, time, and the flight number. Please select the correct terminal where your flight is gated if applicable. Please make sure you enter the correct flight number, otherwise, it may result in your order being cancelled.

4. Please provide your contact information in case we need to contact you regarding your order.

5. You will receive 2 mails from us. First 1 is when we receive your order and the second one is when your order is fulfilled and ready to be collected.

On Day of Flight

For Domestic passenger (fly within US)

1. Arrive at the airport and head to our store to collect your order from our associate.

2. Please have both boarding pass and government issued picture ID ready. Identification check is required for all order pickups. The name on your ID and boarding pass must match your order.

3. Sign & collect your order and have a good flight!

For International passenger (fly out of US)

1. Arrive at the airport and head to your gate, our associate will be meeting you at the gate during boarding time.

2. Please have both boarding pass and government issued picture ID ready. Identification check is required for all order pickups. The name on your ID and boarding pass must match your order.

3. Sign & collect your order and have a good flight!

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Can I cancel my order?

If you place an order with your credit card, there is no need to cancel your order. Only a pre-authorization has been taken at the time of order submission. If you do not pick up or collect your order, your order will be automatically canceled by our staff 24 hours after your indicated departure date and time. However, please allow 5-7 business days for the payment authorization on your payment method to be released.

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Do I need to register an account?

Please register your account, it allows you to access your previous purchase history with us.

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Why are my flight details necessary?

Flight Details are essential for us to display the correct assortment you are eligible to purchase as well as for our staff to properly prepare your order. This information is also needed for all in-store purchases. Failure to submit the flight information will result in your order potentially being cancelled or unfulfilled. Domestic passengers in US are not eligible to purchase liquor and tobacco products due to custom regulations.

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Why is my date of birth necessary?

Your DOB is needed for us to determine if you are eligible to purchase age restricted categories such as Liquor and Tobacco. (Only available for international destination flights)

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

Yes, you may purchase items except for age restricted items such as Liquor and Tobacco products. (Only available for international destination flights)

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How far in advance can I make an online order?

You can place your pre-order no earlier than 29 days and no later than 24 hours prior to your flight.

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Is there a limit to how much I can purchase?

There is no limit to what you can order, but you are responsible for ensuring you meet age limits as well as any allowance limits stipulated by the country in which you are traveling to. (See custom allowance here). Exceeding local limits may result in additional duty and tax differences upon arrival.

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Can I cancel/modify my reservation?

Currently, we are unable to modify an existing order as the order is based on the prices and availability as at the time the order is received in our system. If you do not pick up or collect your order, your order will be automatically canceled by our staff 24 hours after your indicated departure date and time. However, please allow 5-7 business days for the payment authorization on your payment method to be released.

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Where can I see the details of my order?

Orders can be viewed when you login to your account or the emails that are sent to you when your order is received by us and when your order is fulfilled and ready for collection. Be sure to have the order number when you collect your order.

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

Once an order has been placed, you will be sent an email notification stating that your order has been received. If you do not receive this email, please contact customer service.

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How do I subscribe to Dufry newsletters?

You can subscribe to our newsletter by either opting in to receive our email marketing communications, when you register your account or by accessing your Account Settings.

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Can you take me off your mailing list?

You can unsubscribe from our email marketing communications by accessing your Account Settings.

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What do I do if I have forgotten my password?

Utilize the “forgot your password” option, in the Sign-in menu and our system will send you a notification to update your password.

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How can I change my personal details?

You can change your personal information by accessing your Account Settings.

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Are my personal details secure?

Your personal information is kept private and confidential. For more information, please read our Privacy policy.

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When do I pay for my order?

Payment is taken only after your order has been collected. You may see a payment authorization when you place the order online. However, final payment is only charged based on the exact order you have collected.

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What forms of payment are accepted?

We accept VISA, Mastercard, American Express, Discover, and Apple pay

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What happens if my travel plans change?

We got you covered! If your flight schedule is changed, your order can still be available for you to collect. We understand travel plans can often change and please contact us as soon as you know your flight is changed.

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When do I need to place my order by?

You can place orders 29 days before and up to 24 hours before your departure date/time. Please make sure you have enough time to collect your order in the store or at the gate prior to your flight.

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Do I pay any additional taxes or fees on the prices visible on the website?

Only domestic travelers will see applicable local taxes applied on the purchase.

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What if prices change between when I order and when I pick up? Will it be adjusted?

You will be charged the price you see online when your order is submitted. If an adjustment is required, we will cancel your order and notify you and you can purchase the item in the store directly when you are at the airport.

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Where do I go to collect my goods? (For US domestic passengers)

Please head to the designated in-store check-in point in the store located in the terminal you are flying out of. Pick up store and terminal are determined by the terminal and flight information you have provided at the time of purchase. In the event that your flight schedule or gate changes, our staff will do our best to arrange for the item to be made available to you. Please give yourself enough time to head to our stores as we do need to verify your boarding pass and government issued picture ID.

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Where do I meet for Gate Pick-ups? (For International passengers)

Please head to your gate as our associate will be waiting after you scanned your boarding pass to board your flight. If you wish to come and visit the store, please visit at least 60 minutes before your boarding time.

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Can I modify my order at the airport?

Currently, we are unable to modify an existing order as the order is based on the prices and availability as at the time the order is received in our system.

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What happens if I cannot pick up my order?

We understand travel plans can often change! If you do not pick up or collect your order, your order will be automatically canceled by our staff 24 hours after your indicated departure date and time. However, please allow 5-7 business days for the payment authorization on your payment method to be released.

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Can someone else collect the order on my behalf?

No. As required by customs, we can only sell items to customers with a valid boarding pass and government picture ID that matches the name of the order. Failure to comply will result in a cancelled or unfulfilled order.

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Can I return some of the items I bought?

Please refer to in-store policies, as the online service follows in-store purchases policy.

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

Please refer to in-store policies, as the online service follows in-store purchases policy.

We reserve 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.

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