Frequently Asked Questions

Reserve & Collect

 

Where do I pick my order up?


Your reservation will be ready for collection in the main World Duty Free shop which is located in the Departure Lounge after security – full details on where to find the collection point will be stated on the confirmation screen after placing an order, and also on your confirmation email. 

 

At the airport - after selecting any additional products you may wish to purchase in our store, simply locate the Reserve & Collect collection point where you can pay for your items altogether. Please ask a member of staff if you are unclear where this is. 

 

When do I pay for the items?


You don't need to pay for your items until you collect your order at the airport, so if your travel plans change you don't need to worry about requesting a refund.

 

What forms of payment do you accept in-store?


In the UK we accept card payment by Visa, Mastercard, American Express & all major UK debit cards. In addition we accept cash (pounds sterling) and selected foreign currency.

 

What happens if my travel plans change?


We will keep your reservation prepared and ready for collection for 48 hours after your original departure date. If you move to a later flight, or plan to travel in the next day or two your items will still be available for collection. 

 

If your travel plans change significantly simply cancel your original reservation and place another one. 

 

Can I cancel my order?


You can cancel your reservation at any time, even if your order status reads 'Order Picked', just log in using the email address you registered with and your chosen password. Simply locate your order in the Accounts section of the website and select 'Cancel'. 

 

Can I amend my order?


You are able to amend your order up until the to time we pick and pack your items - you will get an email when it's picked. Simply log on to the website using your email and chosen password, locate your order in the Accounts section and then edit your items. You can change the quantities or delete items, but you are unable to add new items to the order. 

 

If you wish to add items to your order, log in using your email address and chosen password and start a new order, all of your personal details will be pre populated so you will only need to re-confirm your flight details. 

 

If after your order has been picked and you no longer wish to purchase some of the items you don't need to do anything. When you visit the store to collect your order, just tell the staff member which items you no longer wish to purchase. 

 

What if I don't know my flight number?


Don't worry this is not essential, the key information we need is your departure airport, destination airport and date of travel.

 

Why do you need know where I am flying?


The destination you are flying to determines which items you are able to purchase. If you are an international passenger travelling outside of the European Union (EU) you are able to purchase a range of duty free spirits as well as the full selection of products that are available at your departure airport.

If you are travelling within the EU you are able to purchase everything in store except items that are designated as 'duty free' i.e for passengers flying outside the EU such as selected spirits, tobacco, cigarettes and cigars. 

 

 I know you sell an item in your airport store, but couldn't find it on your site.

Should a particular item that you are interested in not be shown on our website then a member of our Customer Service team will be able to assist you with finding out if we sell the item in your selected departure airport. Please feel free to give them a call during office hours on +44 (0)1784 475509 or email [email protected]

 

What about stock availability?


We do our best to ensure availability of all our products. If, however, we are unable to supply an item, we will inform you before you collect your order. 

Most of our stores do have daily deliveries and therefore items that may have been out of stock when your order was picked may be back on our shelves when you actually travel, so please check in store. If you cannot locate an item in store, simply ask a member of staff and they will be happy to help you locate it. 

 

Which airports offer the Pre-order Service?


Reserve & Collect is available at all UK World Duty Free, and Biza stores.

 

Do you gift wrap?


We do not offer a gift wrapping service for pre-ordered items ahead of purchase; however do ask in-store as a member of staff will be able to help you. 

 

Do I need to take my goods with me?


If you are travelling to a destination within the EU or UK then you may want to make use of our Collect on Return service (please note: the name of this service may vary between airports - Shop & Collect/Collect on Return). 

 

When you pay for your items, including any that you may have ordered via the Reserve & Collect website, simply tell the sales assistant that you would like to use the Collect on Return service and they will help you fill out the necessary paperwork, including flight details. You can then leave your items behind, where they will be kept safe and secure ready for you to collect on your return. 

 

If you are flying to a non-EU destination then unfortunately due to the customs policy you are unable to make use of this service as your goods must be exported with you. However, as a non-EU passenger you are able to make use of your duty free allowance including a wider range of great value spirits, plus cigarettes and tobacco. 

 

Are there any age restrictions?


The Reserve & Collect service is only available to passengers over the age of 18. As with any store selling alcohol, such products can only be purchased by passengers over the age of 18. To ensure that we remain within the law we reserve the right to request proof of age (via passport or valid photo I.D) from any passenger who appears under the age of 25. 

 

Can I buy from this website?

Whilst you are unable to buy directly from the World Duty Free website, you can use the site to reserve items which will be ready for collection and payment at selected airport locations. 

 

The World Duty Free website is designed to showcase the wide range of brands that we sell, indicating where they are sold and the price you would expect to pay when you visit our airport stores. Whilst browsing our site you can create a Wish List of your favourite items to either email to yourself as a reminder or print out to bring with you when you travel. 

 

How do I create a Wish List?

To create a Wish List from a page featuring multiple products simply hover the cursor over your chosen product and then click the heart icon located at the left hand side of the image, this will then turn red to indicate that the item has been added to your Wish List. 

 

The first time you try to add an item to your Wish List you may be asked to log in or to create an account, this will then allow you to recall your favourite items from your Wish List. 

 


GENERAL QUERIES

 

What is your returns policy?


We want you to be 100% satisfied with any purchase you make with us, but we know sometimes you may change your mind or buy the wrong item. This is why we offer the opportunity for you to return your item to us from anywhere in the world as part of our unique Returns Offer.

  

If the goods are in their original condition and you have your proof of purchase you can return your item within 60 days for a replacement or refund. For more details on our Returns Offer please visit our Returns and Refunds page. 

 

What are Travel Retail Exclusives?


One of the great things about shopping at the airport is that you can find products that aren't available on the high street. These products could take the form of bigger bottles, travel sizes, exclusive gift sets, value multi-packs and limited editions. We are unable to show a price comparison on these items because they are unavailable to buy on the high street, but many of these products do offer exceptional value too. 

 

Where are World Duty Free stores located?

World Duty Free is a Dufry company and it operates many stores in airports all over the world. Vist the Store Locations  page for more details. When you reach the airport our duty and tax free stores are typically located after security in the departure lounge or en-route to the gates. You are also able to purchase from stores located in the Arrivals area of some airports. 

 

Hasn’t duty free been abolished?


In 1999 intra-EU duty free purchases were withdrawn, this meant that passengers travelling within the EU could no longer take advantages of duty free prices. However, duty free does still exist for all passengers flying outside of the European Union. 

For those travelling within the EU & UK, there are still many products available to purchase including an extensive range of spirits, wine, champagne, fragrance, skincare, make up and confectionary with the exception of cigarettes, tobacco and a select range of spirits designated as 'duty free' for those passengers who are flying outside the EU. 

 

What is meant by duty free?

Duty Free is the term commonly used to describe products that are exempt of duty & tax; these are exclusively available to international passengers who are travelling outside the European Union. These items are identified in store with tickets that have a green box on them with the wording 'Only available to passengers flying outside the European Union'. These items include selected spirits, cigarettes, machine made cigars and rolling tobacco. 

 

How much can I expect to save in your stores?


Everyone can save at World Duty Free regardless of where you are flying to. We offer minimum saving of VAT equivalent discount vs the average UK High Street Price or RRP on our products, 365 days a year wherever you are flying to. There are some products that are exempt from this, please view our Pricing Policy for further information. 

 

What's the Average High Street Price?


We aim to offer our passengers exceptional value 365 days a year. To achieve this we survey our products that are available on the UK high street from a selection of different stores. The observations we find help to create the Average High Street Price. Where products are unavailable on the high street, or were not located, we then use the manufacturers recommended retail price (RRP), where one exists. These two comparison prices are the ones we show our savings agains both on our website and in-store. 

 


Are there restrictions on the amount I can buy?


If you are flying within the EU there are no restrictions on the amount you can purchase for personal use (there are some guidelines that exist for these amounts). 

If you are travelling outside the EU, customs allowances do apply and these vary  by destination. Our Customs Allowances page provides more details. When you make a purchase you will be asked to present your boarding card, this is to ensure the items purchased are applicable for your final destination. 

Whilst our staff may advise on the items and quantity purchased, it is always your responsibility to check if these are within the customs allowance quantity guidelines for your destination. 

 

What is Dynamic Currency Conversion?


The Dynamic Currency Conversion (DCC) is a convenient service that offers customers the choice to pay in their home currency at the point of payment. DCC provides customers with instant conversion to a familiar currency using competitive exchange rates sourced from Reuters Wholesale Interbank, a globally recognised supplier of foreign exchange rates. Exchange rate guarantee is available on all transactions. 

 

Do I need to book for the free beauty makeover / treatment?

There is no need to book although you may need to allow for additional time at the airport to make sure you don't miss out. When you reach the departure lounge simply visit the World Duty Free store and speak to the relevant beauty consultant to check availability . Remember to tell your consultant how much time you have before your flight so that any makeover/treatment can be time accordingly. 

 

Can I buy sunscreen all year round?


Yes – World Duty Free offers a wide selection of suncare products all year round.

 

What happens if I buy earrings, then decide they are not quite right – can I return them?


Unfortunately due to hygiene reasons earrings are exempt from our Refund Guarantee and are not able to be refunded, replaced or exchanged unless faulty. This does not affect your statutory rights.


What is the difference between parfum, eau de parfum (EDP), eau de toilette (EDT) and eau de cologne (EDC)?


These terms represent different concentrations of perfume essence. The greater the concentration, the longer it lasts. Many people still describe any fragrance as “perfume” regardless of the actual description.

 

Parfum: a concentrate of 15% to 30% perfume essence, the strongest fragrance available (lasts 5 to 6 hours)
Eau de parfum: lighter than perfume with 8% to 15% concentrate (lasts around 3 to 4 hours)
Eau de toilette: a more delicate fragrance with 4% to 8% concentrate (lasts round 2 to 3 hours)
Eau de cologne: traditionally a male fragrance, with 3% to 5% concentration of perfume (lasts 1 to 2 hours)


Do you stock children's sunglasses?


Yes, we stock a range of children’s sunglasses.  Please ask in-store to see locate the selection available.

 

 
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