RESERVE & COLLECT FAQS

1. Service

1. Who can place a pre-order?

   All customers who have already bought a flight ticket (as flight number is required to benefit from duty free).

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2. How does the pre-order service work?

   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.

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3. Can I cancel my order?

   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.

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4. Is registration required in order to place a pre-order?

   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.

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5. Why are my flight details necessary?

   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.

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6. Why do I have to provide my date of birth during registration?

   Your date of birth is mandatory due to the legal restriction on categories such as Alcohol and Tobacco.

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7. Can I use the pre-order service if I am a minor?

   Yes, except for alcohol and tobacco products.

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2. My pre-orders

1. When can I make a pre-order?

   You can place a pre-order as early as 30 days and latest at 72hrs prior to your flight

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2. How many pre-order can I make?

   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.

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3. Can I cancel/modify my pre-order?

   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.

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4. Where can I track my reservations?

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

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5. How do I know if my pre-order is placed & confirmed?

   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.

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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 the authorization during the registration process or after, by accessing your personal account settings.

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2. Will I be able to be excluded from the 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 & data secure?

   Please be rest assured 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?

   The payment has to be made in store at the airport, when you pick-up the pre-order.

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2. Which are the payment methods allowed?

   All standard 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 online prices.

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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 pre-order?

   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.

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2. Can I modify my order at the airport?

   Yes, you are welcome to add or remove any goods from your basket before proceeding to the payment.

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

   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.

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

   The customer needs to justify his identity when picking-up the pre-order to comply with airport shopping regulations.

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

   The return policy applies equally to online as per in-store purchases. For further information 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 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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