RESERVE & COLLECT FAQS

1. Service

  1. Who can use the pre-ordering?

    All passengers travelling through the airport.

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  2. How does the service work?

    Simply browse the website, select your preferred articles and amazing offers, add them to your shopping cart; when checking out, tell us the date of your departure / arrival, along with your flight details and select the most convenient pick-up point. One of our sales associate will be expecting your visit to process your order.

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  3. Can I cancel my order?

    Yes you can cancel your order; log in to your account and change the status of your order any time before your flight departure / arrival. There is no mandatory transaction. If you decide to proceed with the purchase, the transaction is only concluded after picking up the goods in the selected pick-up point, located in the airport chosen.

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  4. Do I need to register?

    You do not need to register to browse our website and consult our product information. However, you will need to register to place a pre-order. Duty free shopping is only available for travellers; due to the duty free regulation, it is mandatory that we get your flight information.

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  5. Why are my flight details necessary?

    We need to know when you will be departing / arriving to manage your order accordingly; making sure your goods are ready and available for you to purchase.

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  6. Why my date of birth is necessary?

    Your age is mandatory for us to give our customers access to legally restricted categories such as alcohol and tobacco.

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

    Yes, except for alcohol and tobacco products.

    Warning - Under the Liquor Control Reform Act 1998 it is an offence to supply alcohol to a person under the age of 18 years (penalty exceeds $17,000), for a person under the age of 18 years to purchase or receive liquor (penalty exceeds $700).

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2. My pre-orders

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

    You can place your pre-order no earlier than 60 days and no later than 24hrs prior to your flight.

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  2. How many reservations can I make?

    There can be a limit on purchasing exclusive and/or limited edition products fro purchase caps on specific products, please get in touch with our Perth Customer Service team at Perth.CustomerService@au.dufry.com 

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  3. Can I cancel/modify my reservation?

    You can cancel an order, but you cannot modify it. To cancel, you just need to access your account by logging in. But you cannot modify a reservation; you would need to cancel it and place a new order.

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  4. Where can I track my reservations?

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

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

    Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our 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?

    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 secure?

    Be reassured 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?

    Paymen must be made at the time you place your order on the Perth Reserve and Collect web page. Your order will be processed, packed and prepared fro your collection in-store.

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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 goods?

    Your pre-ordered goods will be packed and ready for collection at the pick-up 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?

    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 can not pick up my order?

    If you do not pick up your good on the date of your flight, please get in touch with our Perth Customer Service tema at Perth.CustomerService@aududry.com. If your flight in delayed or you are travelling at a different time, we can arrange to have the collection date updated. Unfortunatelly we are unable to provide your order if you have forgotten to collect it, in this instance we will get in touch to confirm and issue a refund

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

    Due to local Customs regulations, picking up a product on behalf of someone else is strictly prohibited

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

    Returns need to be assesed on a case-by case basis. Please get in touch with our Perth Customer Service team at Perth.CustomerService@au.dufry.com to find out if you are elegoble for a return

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

    Due to sterile ariside location of our stores, we are unable to exchange for change of mind. You are able to request a return if the product is faulty and has not been used. Please get in touch woth our Perth Customer Service team at Perth.CustomerService@au.dufry.com to arrange next steps

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Under the Liquor Control Act 1988 it is an offence to sell or supply liquor to a person under the age of 18 years on Licenced or regulated premises; and for a person under the age of 18 years to purchase, or attempt to purchase, liquor on Licenced or regulated premises.
Licence No: 6090094136 Class of Licence: Special Facility-Tourism Package Liquor Licensee: The Nuance Group (Australia) Pty Ltd Address: Level 1, 2 George Wiencke Drive Perth Airport, WA 6105
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