Frequently Asked Questions

Reserve & Collect


Where do I pick my order up?

Your order will be awaiting collection in the main World Duty Free shop located in the Departure Lounge after security – full details will be stated on the confirmation screen after placing the 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 pick up point that will be clearly identified as 'Pre-Order Collection Point'.

 

When do I pay for the items?

You don't need to pay for your items until you reach the airport and collect your order. 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 pre-order prepared and ready for collection for 48 hours after your original departure date. So if you move to a later flight or plan to travel on the next day or two, your items will still available for pick-up.

 

If you your travel plans change significantly simply cancel your original order and place another order.

 

When you log in (using your email & password provided when you created your order), you will be able to see your original order which you can use for reference. You can then cancel this original order and place a new order.

 

Can I cancel my order?

You can cancel your order at any time, even if your order status reads 'Order Picked', just log in using email address you registered with and your chosen password. Locate your order in the Accounts section of the website and click ‘cancel’.

 

Can I amend my order?

You can amend an order until the time when we pick and pack your items.  Simply log on the website, locate your order in the Accounts section and edit the items.  You can change the quantities or delete items, but you can not add new items to the order.

 

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

 

If after your order has been picked you no longer want to purchase certain items, don't worry you don't need to do anything. When you visit the store to pick up your pre-order, just tell the staff member which items you no longer require and they will omit them from your basket.

 

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?

Your destination determines which items you can purchase. On the whole, all passengers can choose from the full selection of pre-order products available at your departure airport - this includes all fragrance, cosmetics, Champagne, fashion, confectionery etc. Most of the spirits are available to all passengers too. For those flying to destinations outside the European Union these passengers can also purchase duty free spirits.

 

Can I place an order for someone else to pick up?

Yes, no problem. First start by completing the correct flight departure information of the person who is travelling, then as you start to add items to your basket use your personal details to create an account. On the final screen before completing your order, you will have the opportunity to add the details of the person who is actually travelling. By including these details on your order, they will then be added to your pre-order paperwork and they will receive email notifications about the order.  Also our in-store staff will be aware that the nominated traveller will be collecting the order on your behalf.  Remember, as payment is taken in-store your nominated traveller will be required to pay for the reserved items on collection.

 

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

Some of our stores stock over 15,000 different products; however we have started with a smaller selection for our initial pre-order range.  Should a particular item that you are interested in not be featured on this site, then our Customer Service team will endeavour to assist further in finding out if we sell the item in your selected airport of departure. So feel free to give them a call during office hours on +44 (0)1784 475509 or via email customerservices.uk@wdfg.com

We will be increasing this range in coming months, so do visit the site again before you next fly.

 

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 pick up your order. Our stores have daily deliveries and therefore the items that may have been out of stock when your pre-order was picked may be back on our shelves when you actually travel, so it's worth having a look. If you're not sure where an item might be located in our store, simply ask a member of staff they will be more than happy to help locate the item for you.

 

Which airports offer the Pre-order Service?

For the launch of the new Reserve & Collect service (June 2015) the sites that are participating include: Düsseldorf in Germany plus selected airports in Spain.  More locations will be added over the coming months.  Why not sign up to our new eNewsletter to find out when new locations are added.

 

Do you gift wrap?

Currently, we do not offer a gift-wrapping service for pre-ordered items ahead of purchase.  However, do ask in-store as member of staff may be able to assist you with this.

 

How much can I pre-order?

For most travellers there is no limit to the amount you can pre-order, however non-EU destinations do have customs allowance restrictions with regard to what and how much can be taken into those countries, click here for more details. We will not restrict what you can take to these destinations as it is always your responsibility to check prior to purchase. Our staff in-store will be happy to explain this further and direct you to the allowance board in-store if you are still unsure.

 

Do I need to take my goods with me?
If you are travelling within the EU or UK you do not need to take your pre-order purchases with you as you can make use of our Collect on Return service (the name of this useful service can vary between airports – Shop & Collect / Collect on Return).

 

When you pay for your items, including any you have pre-ordered via this website, simply tell the sales assistant serving you that you would like to use the Collect on Return service, they will help you complete the necessary paperwork (which include your return flight details) and you can leave your items behind, where they will be kept safe and secure ready for you to collect when you return to your departure airport.

 

If you are flying to a non-EU destination sadly due to customs policy you are unable to make use of this service as your items must be exported with you. On the bright side though, as a non-EU passenger you can 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 pre-order service is only available to passengers over 18 years old. As with any store selling alcohol, such products can only be purchased by passengers over the age of 18. To ensure we remain within the law we reserve the right to request proof of age (via your passport or valid photo id) for any traveller who appears to be under the age of 25, we trust you will respect this. If you are ordering for another passenger to pick up on your behalf, this passenger must also be over the age of 18 to collect and pay for your order.

 

Can I buy from this website?
Whilst you cannot buy directly from the World Duty Free website, you can use the site to reserve items for collection at selected airport locations.

 

The site is designed to showcase many of the brands we sell, indicate where they are sold and the price you should expect to pay when you visit our airport stores.  To make the online to in-store journey easier you can create a Wish List of your favourite items to either email to yourself as a reminder, share with a friend or print out to bring with you when you travel.

 

How do I create a Wish List?
To create a wish list on a page featuring multiple products simply hover the cursor over your chosen product and then click the heart icon located on the image, this will turn red to indicate this 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 create an account, this will allow you to recall your favourite items from your wish list later.

 


GENERAL QUERIES

 

What is your returns policy?

We want you to be 100% satisfied with any purchase you make with us, but we know that sometimes you may change your mind or that things can go wrong. 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 proof of purchase you can return your item within 60 days for a replacement or refund.  For more details – visit our Customer Services page.

 

What are Travel Retail Exclusives?

Another one of the great things about shopping at the airport is that you can find products that you can't typically find on the high street. These could take form of bigger bottles, exclusive colours, travel sizes, value multi-packs and limited editions. Because they are unavailable on the high street typically we can not show a price comparison for these items, however many of these products offer exceptional value too.

 

Where are World Duty Free stores located?
World Duty Free Groups operate many stores in airports all over the world.  For a full list of these locations visit the Store Locations page for more details.  When you reach the airport our duty &tax free stores are typically located after security in the departure lounge or en-route to the gates.  We also have a number of stores located in Arrivals – you are able to purchase from these stores also.

 

Hasn’t duty free been abolished?
No, not for everyone.  Back in 1999 intra-EU duty free purchases were withdrawn, this meant that passengers travelling within the EU could no longer take advantage of duty free prices.  However, duty free does still exist for all passengers flying outside the European Union.

 

The good news for those travelling within the EU & UK, there are many products still available to purchase including an extensive range of spirits, wine, champagne, fragrance, skincare and confectionery – in fact everything is available to purchase with the exception of cigarettes, tobacco and select range of spirits designated as ‘duty free’ for those passengers flying outside the EU.  Additionally, unlike duty free purchases, there are no allowance restrictions on the amount that can be purchased for personal use.

 

What is meant by duty free?
Duty Free is the term commonly used to products that are exempt of duty (& tax); these are exclusively available to international passengers who are travelling outside of the European Union.  In-store these items are identified with tickets which 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. View our Pricing Policy for further information.

 

What's the Average High Street Price?

It's our pleasure to offer you exceptional value 365 days a year. To help achieve this we survey many of our products on the UK high street. An independent company travels the country to find the products we stock at our airport stores in the shops you typically buy from week-in week-out. We use these observations to create an Average High Street Price. Where products are unavailable on the high street or were not sufficiently located, we typically then use the manufacturer's recommended retail price (RRP), where one exists. These two comparison prices are the ones we show our savings against both on this website and in-store.

 

Do I need to take my goods with me?

If you are travelling within the EU or UK you do not need to take your pre-order purchases with you as you can make use of our Collect on Return service (the name of this useful service can vary between airports – Shop & Collect / Collect on Return).

 

When you pay for your items, including any you have pre-ordered via this website, simply tell the sales assistant serving you that you would like to use the Collect on Return service, they will help you complete the necessary paperwork (which include your return flight details) and you can leave your items behind, where they will be kept safe and secure ready for you to collect when you return to your departure airport.

 

If you are flying to a non-EU destination sadly due to customs policy you are unable to make use of this service and your items must be exported with you. On the bright side though, as a non-EU passenger you can make use of your duty free allowance including a wider range of great value spirits, plus cigarettes and tobacco.


Are there restrictions on the amount I can buy?

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

 

If you are travelling outside the EU, customs allowances do apply and these vary by destination.  Details of these can be found on our Customs Allowances pages.  When making purchases you will be asked to present your boarding card, one of the reasons we do this is to ensure the items purchased are applicable for our 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?

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?
You don't have to book for your makeover, though you may need to allow for additional time at the airport to make sure you don’t miss out.  As you reach the departure lounge you should 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 you fly so any makeover/treatment can be timed accordingly.

 

Can I buy sunscreen all year round?
Yes – World Duty Free offer a wide selection of suncare products, 365 days a year.

 

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