FAQ's : (frequently asked questions)
1) I can't find the specific product that I’m after on this website, does that mean that you don’t stock the product?
Make sure that you use the search facility located on the top left hand side of the home page, to search for the product that you are after. This website carries a broad range of products in all categories and our best sellers.
If you still cannot find what you are after then please call one of our friendly customer service consultants during business hours on 1800 733 000
(free within Australia) or +61 2 9384 4799
from outside Australia. Alternatively, arrive a little earlier at the airport and have fun browsing our full range in-store. You’ll find plenty of items for yourself, friends and family all at great prices.
2) Why do I have to give my flight details to search for products?
There are a variety of reasons, all designed to make sure that you are only able to see the products that you can buy. The website will only show products that are available at your specified collection location so that you can be sure your purchases will be waiting for you.
There are different allowances depending on where you are travelling to and who you are travelling with. The website uses the information that you provide to warn you of possible allowance restrictions. With Duty Free allowance laws into Australia - everything is now available for collection on your return to Australia (subject to Australian Customs allowance limits).
3) Why must I submit separate orders for arrivals and departures orders?
There are different rules for duty free shopping, governed by Australian Customs, which apply to travellers departing Australia and travellers arriving into Australia. To avoid any breaches of these rules departures and arrivals orders need to be submitted separately. We apologise for any inconvenience caused.
4) Where do I collect my purchases once I have bought them on the internet?
Our collection desks are clearly visible in all our stores. Your purchases must be collected from the collection desk that you have nominated (ie. airport pickup point whether on departure or arrival). If you have nominated collection on departure from Australia you must collect your goods at the collection point prior to boarding your flight. The collection point is located in our store after you have cleared customs. Due to customs regulations, orders not collected prior to departing Australia cannot be re-purchased upon your return, and a full refund of your product(s) will be provided instead. If you have nominated collection on arrival into Australia you must collect your goods in our store at the collection point prior to clearing customs. Due to Australian Customs regulations, orders not collected prior to passing through customs cannot be supplied to you, and a full refund of your product(s) will be provided instead. To collect your order you must present a printed copy of your purchase receipt and the relevant travel documents correlating with the flight details nominated on your order form. Please see our terms and conditions for further details.
5) What if your store is closed when I want to collect my purchases?
Don’t worry! Our airport stores are open to meet all departing and arriving flights, whatever the time of day or night. Your goods will be Ready for Collection on the day that you have specified.
6) What happens if my flight itinerary changes?
Please notify us as soon as possible by calling 1800 733 000
in Australia or +61 2 9384 4799
if you are outside Australia.
7) Do you offer a home delivery service?
No. Because your purchases are tax and duty free (and therefore great value!) they have to be collected either once you have cleared Customs on departure from Australia or prior to clearing Customs on arrival into Australia.
8) What items can I purchase tax and duty free on departure from Australia?
All products categories listed on this website are available for purchase on departure from Australia. It is your responsibility to familiarise yourself in respect of the allowances permitted for each country that you will be entering and clearing customs. We provide some guidance on this website in relation to the allowances applicable for the more travelled destinations. Please see our terms and conditions for further details.
9) What items can I purchase tax and duty free on arrival into Australia?
With Duty Free allowance laws into Australia - everything is now available for collection on your return to Australia (subject to Australian Customs allowance limits). So shop now and carry less!
Remember: If you exceed your duty free concession you will be charged the full duty on ALL products in that concession category. Including gifts, souvenirs, cameras, electronic equipment, leather goods, jewellery, watches and sporting goods. NOTE: Family members (maximum two adults) who reside in Australia the same address may pool Duty Free concessions if travelling together.
10) Who is allowed to purchase tax and duty free goods on arrival into Australia?
Everyone! All nationalities are eligible to purchase tax and duty free goods on arrival into Australia, not just Australians. Please note that age restrictions apply to certain product categories and that Australian Customs allowance restrictions apply to all. Please see our terms and conditions for further details.
11) What is my tax and duty free allowance Outbound?
Tax and duty free allowances vary by jurisdiction. For further information please see the Allowances section on this website. Whilst every effort is made to ensure that the allowance information is correct, Customs regulations can change without notice. Please check with our staff or with the local Customs Authority prior to travelling. Passengers should ensure that prior to travelling they are aware of the Customs allowances for countries they intend to visit.
12) Where can I find a full list of terms and conditions for use of this website?
Please click here for our terms and conditions