RESERVE & COLLECT FAQS

1. About our Service

  1. Who can use our service?

    All passengers with a valid boarding ticket travelling through the airport may use our service.

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  2. How does the service work?

     Before the Day of the flight

     1. Browse our products and selected preferred items depending on your final destination.

     2. Select items to cart.

     3. Confirm day and time of flight and flight numbers and select store most convenient for pick up.

     4. Ensure you get an Order is ready email from our systems. (No email means the order is not confirmed).

     On Flight Day

     1. Arrive at airport and head to the gate. Look out for our associate at the gate with your order.

     2. Have identification and boarding ticket to match to order (must match in order to collect).

     3. Pick-up order and have a good flight.

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  3. Can I cancel my order?

    As only a pre-authorized hold on your payment has been taken at the time of order submission, there is no need to cancel your order. If you do not pick up your item, your order will be cancelled by our staff. However, please allow 3-5 business days for the payment authorization on your payment method to be released.

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  4. Do I need to register an account?

    You can submit your order as a Guest. However, registering an account allows you to manage your order prior to day of pick up.

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  5. Why are my flight details necessary?

    Flight Details allows our staff to properly prepare your order. This information is needed as well when you purchase items in our stores. Failure to submit the flight information will result in order potentially being not fulfilled. (Liquor and Tobacco items requires flights to be going out of country.) 

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  6. Why is my date of birth necessary?

    Your age assists us to determine if you are of age to purchase legally restricted categories such as liquor and tobacco.

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  7. 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.

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2. About your pre-orders

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

    You can place your pre-order no earlier than 29 days and no later than 48 hrs prior to your flight.

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  2. How many reservations can I make?

    There is no limit to the items you can have in your pre-orders, but you are responsible to ensure you meet any allowance limits stipulated by the country in which you are travelling to. (specified here). Exceeding local limits may result in additional duty and tax differences upon arrival.

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  3. Can I cancel/modify my reservation?

    Orders can be cancelled in your account.  Unfortunately, we are unable to modify an existing order currently.  To make a change, please cancel the existing order and place a new order. We apologize for the inconvenience.

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  4. Where can I see the details of my order?

    Orders can be viewed in your account or the email that is sent confirming your order items.

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

    Once an order has been placed, you will receive an email notification of receiving your order.  If you do not receive this order, please contact 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.

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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?

    Utilize the forgot your password option and our system will send you a notification to update your password.

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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?

    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. Do I pay before picking up my item?

    No. Depending on your payment method and rules relating to their payment service, your payment information is collected and a pre-authorization is taken prior to you collecting your payment.  If debit related payments are used (debit cards), monies will be collected depending on how your payment provider handles pending transactions.

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  2. Which are the payment methods allowed?

    Refer to check out for information as payment methods are shown at the time of checkout.

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

    Depending on the local laws and regulations. All international travellers with a boarding pass flying internationally will not be charged taxes. Domestic travellers will have local taxes applied on the products at time of checkout. 

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  3. When do you take payment?

    Payment is only after you have collected the goods from our store or associate at the gate.  If there any issues relating to the payment after goods have been collected, we reserve the right to seek payment and will contact you if there are issues with your payment method.

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

    The price at the time of purchase and when we take payment will be the price that we will charge you for the item.  If adjustment to price occurs, you may cancel your order and purchase the item in the store directly.

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7. At the airport

  1. Where do I go to pick-up my goods?

    Please head to our store and ask for the collection point for online orders.  At the time of submitting your order – you are asked for your flight information and also the store which you would like to collect your item.  In case the store changes due to flight changing gates, our staff will do our best to arrange for the item to be available for you.  Please give yourself enough time to head to our stores as we do need to verify your information prior to handing the items to you.

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  2. Can I modify my order at the airport?

    Yes, you can remove items that you do not want when you are at the airport. However, please note that if you are substituting or changing the items, the pricing and promotions offered online will not be applied to these items as they will be treated as a separate order than the existing.

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  3. What happens if I cannot pick up my order?

    Where we hope that would not happen, there may be instances where you are unable to retrieve your order prior to your flight.  What we will do is cancel your order and release the pre-authorizing on your payment method (if pay in store: then this will not occur).  Please note that it will take at least 3-5 business days for your payment processor to cancel your pending charges.  We do not control the timing relating to payment processing.

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

    No. As we require identification to sell our products in store. the order name must match the boarding ticket and ID of the person.  Failure to comply will result in a cancelled or unfulfilled order.

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

    Please refer to instore policies as the online service follows in-store purchases.policy.  There are no ship return related options for our products.

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

    Depending on the airport store, please refer to in-store policies for this. 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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