Frequently Asked Questions |
A list of frequently asked questions is given below. Please also have a look at the instructions for using this website. If your query is still not answered, please feel free to contact us.
- How secure is the shopping site?
- Who can buy duty free goods?
- What currency am I charged in?
- What do I do if I can't find the product I am looking for?
- How much time do you need to process and ship orders?
- Where do I pick my goods from?
- What if my flight details change?
- How much duty free can I buy?
- What if I want to pay by phone instead?
- How do I Pay?
- Can I buy my duty free at one of your stores instead?
- How do I know if the products are in stock?
- Can I process my Departure and Arrival orders together?
- Can I order my duty free along with my partner's duty free?
- Can I buy more duty free if my kids are traveling with me?
- I still need more information.
How secure is the shopping site?
Our website users a secure server for all transactions. This means information cannot be read even if it is intercepted. Our checkout page (where we accept your credit card details) is a secure page. Any information exchanged between our server and your web browser, is encrypted, ensuring the safety of your details.
Who can buy duty free goods?
To buy duty free or tax free goods, you need to be travelling internationally. To buy duty free goods from this website you must be internationally flying into or out of an Australian airport. If you are travelling through an international airport apart from Adelaide or Gold Coast, you will still need to collect your sealed bag purchase from either Adelaide or Gold Coast Airports.
Please note that security restrictions currently apply in some countries which might affect outbound passengers departing Australia. Please click here for more details.
What currency am I charged in?
All our prices are in Australian dollars. Your credit card will be charged in Australian dollars. For foreign credit card holders your credit card provider will convert the transaction to your local currency at the current exchange rates offered by your credit card provider or bank.
What do I do if I can't find the product I am looking for?
Our stores offer a selection of over 10,000 products, however our website concentrates on only our top selling lines. If you can't find what you're looking for please contact us. We will be happy to advise you if we have the product in stock and how you can go about purchasing it. It is also possible that we may be able to order in particular products just for you. This is particularly true of the electronics category where there are a large number of products we do not normally carry but can order in if required.
How much time do you need to process and ship orders?
We usually need 24 hours to process and pack all internet orders. If you wish to place an order with less than 24 hours notice, contact one of our sales staff over the phone during business hours as orders can sometimes be organised with a shorter notice.
Where do I pick my goods from?
We have arrivals and departures collection points at Gold Coast and Adelaide airports in Australia. We can also organise sealed bag sales that can be collected at either of these airports. Please note that sealed bag customers must take the duty free sealed bag with them through customs when they travel internationally and declare the goods to customs.
What if my flight details change?
If your flight details change please contact our sales staff with your new flight details.
How much duty free can I buy?
Every country has a different limit to the amount of duty free that can be brought in. Click here for to see a list of allowances for different countries.
What if I want to pay by phone instead?
If you prefer shopping over the phone we are happy to take your order over the phone. Our offices are open during normal business hours. Please have your flight details and credit card details handy when placing your phone order.
How do I Pay for the goods?
We accept all major credit cards including American Express, MasterCard, Visa and Diners Club.
Can I buy my duty free at one of your stores instead?
Yes. If you prefer you can wait until you get to any of our stores to make your purchase. Click here to see a complete listing of our stores and opening hours. The regular prices displayed on this website are the same as those in our airport stores. However, internet specials can sometimes vary from in-store specials.
How do I know if the products are in stock?
Our database is updated frequently to ensure that all the products on this website are always in stock. If an ordered item becomes unavailable after it is ordered, we will notify you as soon as possible offering substitutes or the opportunity to cancel your order.
Can I process my Departure and Arrival orders together?
No. Since the flight details will be different for the departure and arrival orders you will need to complete two separate orders.
Can I order my duty free along with my partner's duty free?
As long as the order is being picked up at the same time from the same location, then we can process orders for more than one person as a single order. Please enter only one person's name on the order form, and enter the other person's name under "Special Instructions". Remember that each person will need to claim their own allowance when passing through customs.
Can I buy more duty free if my kids are traveling with me?
We can only sell alcohol and tobacco products to customers over 18 years of age. Duty Free can be purchased for all customers who are flying internationally and are over 18 years of age.
I still need more information.
If you require further assistance, feel free to contact us via phone or email.
