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 duty free shopping site?
Our website users a secure server for all credit card transactions. This means that your credit card information cannot be read even if it is intercepted. Our checkout page (where we accept your credit card details) is a secure page. All credit card information exchanged between our server and your web browser, is encrypted, ensuring the complete safety of your payment details.

Moreover, your credit card details are only stored on the web server until your purchase is processed by us. As soon as your purchase has been processed by us and your credit card has been charged (usually the same or the following business day), your credit card details are deleted from the server for additional security.

Who can buy duty free goods?
To buy duty free or tax free goods, you need to be traveling internationally. To buy duty free goods from this website you must be flying into or out of a New Zealand airport (please note that we no longer service Wellington airport).

Security restrictions currently apply in some countries which might affect outbound passengers departing from New Zealand. For more information, click here.

What currency am I charged in?
All our prices are in NZ dollars. Your credit card will be charged in NZ dollars. For foreign credit card holders your credit card provider will convert the transaction to your local currency at the current exchange rates.

What do I do if I can't find the product I am looking for?
Our stores offer a selection of products, however our website concentrates on only our top selling lines. If you can't find what you're looking for please contact us by email service@dutyfreestores.co.nz or by toll-free phone on 0800-TAX FREE (0800 829 3733). We will be happy to advise you if we have the product in stock.

How much time do you need to process and ship orders?
We usually need two working days (Mon - Fri) to process and ship the orders to the required destination. If you wish to place an order with less than two working days notice, contact one of our sales staff at 0800-TAX FREE as some orders can sometimes be organised with a shorter notice. We accept pre-orders up to six months in advance of your travel and will have your order waiting for you to collect at the airport collection point.

Where do I pick my goods from?
We have arrivals and departures collection points at every international airport in New Zealand (excluding Wellington Airport). Orders can be picked up from Duty Free Stores New Zealand stores at Dunedin, Rotorua, Queenstown and Hamilton Airports or from collection points located at Christchurch and Auckland airports. Click here to view information about our Duty Free collection points. Please note that duty free purchases must be collected at the international airport where you arrive into New Zealand or depart from New Zealand.

What if my flight details change?
If your flight details change please contact our sales staff. Call us on 0800 829 3733 if inside New Zealand and on +64 4 380 7500 if overseas. In the unlikely event that your arrival flight to New Zealand is diverted to another airport please make sure you have your arrivals sales docket stamped by New Zealand Customs on arrival when you pass through immigration. This will allow us to distribute the goods to you after you have arrived. Please note that only the person named on the Order Form or under the Special Instructions area of the Order Form can pick up the Duty Free order. If you need to change the name of the person who is picking up the Duty Free order you must call us on 0800 829 3733 or +64 4 380 7500 to arrange a name change (you will need to allow 2 working days notice although we do our best to accommodate late changes). Should we be unable to whatever reason to change the name on the order form we will refund your order.

What if there's been a mistake made with my flight details and my order is not at the airport when I arrive?
If your order is not at the airport for whatever reason your order will be refunded in full.

What if there's been a mistake made and my order is incorrect (e.g missing products or not at the Collection Point at the specified time)?
Due to Custom regulations we will not be able to send out your order if there has been a mistake made by either Duty Free Stores New Zealand or yourself. If this happens please notify us on 0800 829 3733 or email service@dutyfreestores.co.nz and we will refund your order.

What if prices change?
The price payable for any product(s) is the price specified on this website at the time of placing the order and are not subject to change.

How do I change my Frequent Buyer Club Details (e.g. my email address)?
You will need to contact the Call Centre on 0800 829 3733 or email service@dutyfreestores.co.nz.

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 on our toll free number, 0800 TAX FREE (0800 829 3733). Our call centre operates from 9am to 5pm from Monday to Friday. Please note that we might require up to two business days (Mon - Fri) to organise duty free orders.

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. However, please note that the prices displayed on this website may vary from prices at our Airport and City stores. Some of the specials promoted on this website might also be available only through this website or over the phone.

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". Please also edit the number of travelers from 1 to 2 (on the checkout page). Remember that each person will need to claim their own allowance when passing through customs. Please note that all dutyfree orders must be in the name of the person traveling to uplift their Duty Free order. If you need to change the name of the person who is picking up the Duty Free order you must call us on 0800 829 3733 or +64 4 380 7500 to arrange a name change (you will need to allow 2 working days notice although we do our best to accommodate late changes). Should we be unable to change the name for whatever reason, we will refund your order

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.

Can I take Duty Free containing liquids, aerosols or gels on a Transit Flight?
Please note that most Duty Free goods containing Liquids, Aerosols or Gels (LAGS) purchased through us can NOT be taken through Transit flights. If you are not flying directly to your destination and your purchase contains LAGS; these goods will be confiscated by Aviation Security at most Airports as you change planes. If you are on a transit flight, please ensure you are able to take your goods with you to your final destination before you complete this order - if you are unsure, please contact us and we can advise you further. Please note that recent changes in Australian means that you will be able to take your Duty Free goods containing LAGS through Australian Airports if they are in a sealed bag which we will supply when you place an order online. Please note that we do not reimburse customers who have their Duty Free confiscated by Aviation Security.

I still need more information.
If you require further assistance, feel free to contact us at 0800-TAX FREE during office hours or email us at service@dutyfreestores.co.nz

Frequently Asked Questions

To see the lowest possible price you're entitled to (including Twin and Triple Packs) please enter your Frequent Buyer Number or Discount Code at the top right hand side of the page.