RESERVE & COLLECT FAQS

1. Service

  1. Who can use Reserve & Collect Online Pre-Order service ?

    All passengers departing from the airport.

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  2. How does the service work?

    Simply browse the website, select your preferred articles and amazing offers and add them to your shopping cart. Before your check out, please fill in the date of your departure and your destination. A member of our staff, will be expecting you at the pick-up point, before your departure to collect your order.

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  3. Can I cancel my order?

    Yes, you can cancel your order any time before your departure. Simply, log in to your account and change the status of your order. Payment is only required upon the collection of your order, thus there is no mandatory transaction.

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  4. Do I need to register?

    You do not need to register to browse our website, consult our product information and place a pre-order. You can either register or proceed as a guest to complete your order. Nevertheless, it is mandatory to provide us with your flight information since,due to the duty free regulation, "Reserve&Collect" service is only available to travellers

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  5. Why are my flight details necessary?

    "Reserve & Collect" service is only available to travellers. Furthermore, we need to know when you are departing to manage your order accordingly; making sure the products are ready and available for you to purchase.

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  6. Why my date of birth is necessary?

    Your age is mandatory in order to provide our customers access to legally restricted categories.

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  7. Can I use the pre-order service if I am of minor age?

    Yes, you can.

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2. My pre-orders

  1. How far in advance can I place an order?

    You can place your order no earlier than 30 days and no later than 24hrs prior to your departure.

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  2. How many orders can I make?

    There is no limit to your orders, you should however keep in mind custom allowance restrections as specified here. Note that you may have to pay the additional duty and tax differences if you exceed those limits.

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  3. Can I cancel/modify my order?

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

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  4. Where can I track my order?

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

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

    Once you place your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact 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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  3. How do I know that all the products included in my order will be available the pick-up day ?

    Your order is prepared as soon we receive it. Nonetheless, in case a product is no longer available, customer service will contact you to let you know.

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6. Payment and taxes

  1. When do I have to pay?

    The payment is due in store at the airport, when you pick-up your pre-order.

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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 order?

    Your order will be available to be collected from the pick-up point the day of your departure. The pick-up points are located within Hellenic Duty Free Shops at the departures area, just after security control. You need to have your boarding pass and order confirmation with you for the collection. You may find more information, here.

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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?

    Nothing happens. Online pre-order service is not a binding transaction. If you do not pick-up your order, the day of your departure it will be simply cancelled without any additional fees or consequences.

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

    The customer needs to justify of its identify when picking up the goods to comply with airport shopping regulations.

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

    The return policy is the same for "Reserve and Collect" service and in-store purchases. Please find more information here or contact customer service.

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

    Returns or exchanges can be made up to 60 days after purchase at the airport; Please, contact our customer service regulation.The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase.

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  7. Is order home delivery available ?

    Only travellers have the exclusive right of purchasing from Hellenic Duty Free Shops. Based on current custom legislation we are unable to deliver your order to your door. It is imperative to present your Boarding Pass to complete your order transaction.

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  8. Can I use Red by Dufry when I pick-up my order?

    "Red by Dufry members qualify to use it when they pick up their order at the till to take advantage of the exclusive benefits, discounts etc. More information available here.

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  9. Can I use Aegean Miles+Bonus when I pick-up my order?

    "Aegean Miles+Bonus members have the right to earn or redeem miles.More information available here

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