Terms and Conditions

This website is owned and operated by Duty Free Stores Wellington Limited at 20 Barnes Street, Seaview, Wellington, New Zealand.

By accessing, browsing, shopping or using any of the services on this website, you agree to these Terms and Conditions.

Purchasing Duty Free Goods

To purchase duty free or tax free goods, you must be travelling internationally. To buy duty free goods from this website you must be flying into or out of Auckland, Rotorua, Christchurch, Dunedin or Queenstown International Airports. The online purchaser must be the traveller collecting the goods. You may pre order up to 6 months in advance of your travel.

Products and Online Orders

All products advertised on this website are subject to availability.

·        Any order placed by you on this website is an agreement by you to purchase a particular product for the price stated on this website at the time you place your order. You recognize that by making the order, you are agreeing to pay for the product (s) at the time of ordering and will collect that order from your nominated collection point.

·        To place an order on this website you will need to input your contact details and your flight and travel details. You will also need to nominate a collection date and collection location at the relevant airport for the product(s) ordered. If you do not supply any of the required details requested we will not be able to process your order. If your flight is diverted you may be able to request Customs to stamp your Collection Docket and have the goods couriered to your address in New Zealand.

If there has been a mistake made by Duty Free Stores New Zealand or by yourself and your order is either incomplete or not at the Collection Point at the specified time your order order will be refunded in full. Customs will not stamp your Docket for courier delivery to your New Zealand address for any other reason other than a diverted flight.

·        All pre-orders made through our website must be placed with at least two working days notice (Monday to Friday) before the date of your arrival or departure.

·        For orders outside of this time frame you must contact our Customer Service Team, our team then hold the right to process or refuse an order on a situational basis at their discretion.

·        Orders on this website can only be placed by a person who will be departing from or arriving into New Zealand on an international flight, whether as a passenger or a member of flight crew.

·         ‘Frequent Buyer’ orders must be placed by the person travelling and the account must be held by the person who will be collecting the order.

·        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.

 
Transit Passengers

·        Passengers on transit flights must contact the Customer Service Team before placing an order, as some transit flights cannot be serviced by Duty Free Stores New Zealand.

Cruise Ships

·        Duty Free Stores New Zealand does not service cruise ships.

Prices and Payment

Although we do our best to ensure prices stated on this website are accurate, errors do occur from time to time. Where a pricing error occurs we will not be bound by the incorrect pricing stated, and reserve the right to cancel your purchase.

• Due to tighter security regulations, once your order has been confirmed no further changes can be made to it. If your circumstances change please contact our Customer Service Team on 0800 829 3733 and we may be able to either refund and/or create a new order for you.

• All prices displayed on this website are in New Zealand Dollars and may be changed at any time without notice. 
• The price payable for any product(s) is the price specified on this website at the time of placing the order.
• Payment for product(s) must be made by a valid credit card using the ordering facility on the website or via the Call Centre. We accept Visa, Mastercard, American Express and Diner’s Club.  No other form of payment will be accepted. 
• All products must be paid for in full on the website or over the phone before your order can be processed. 

Credit Card Information

For your security, Duty Free Stores NZ does not hold your credit card details on file and therefore they must be re-entered at the time of each purchase through the website and/or over the phone.

Collection

·        Product(s) must be collected at the nominated collection point at the relevant airport specified on your order:

·        If you are collecting on departure from New Zealand you must collect your goods at the collection point before boarding your flight. Customs regulations stipulate that orders not collected prior to departing New Zealand cannot be collected upon your return, and a full refund of your purchase will be provided instead.

·        If you are collecting on arrival to New Zealand you must collect your goods from our collection point before to clearing customs. Customs regulations stipulate that orders not collected prior to passing through customs cannot be supplied to you, and full refund of your purchase price will be provided instead.

For Collection Point locations please see (stores-opening%20hours-collection%20points). 

·        To collect your order you must present a printed copy of your purchase receipt and passport identification. In the event that you are unable to print a copy of your receipt, please note your order reference number and provide passport identification when collecting the order.

·        You agree to inspect the product(s) immediately on collection. You must notify our collection staff immediately of any shortfall or incorrect orders.

Delivery

Duty Free Stores New Zealand provides free delivery to all serviced airports within New Zealand (Excluding Wellington) on orders over $50; any order under $50 will incur a $6 freight fee. Arrival and Departure orders may not be combined in order to avoid this fee.   Availability of products may change without notice. In case of delivery of incorrect products or failure to deliver goods in time, please contact our Customer Service Team. The Allowances for different countries are updated as and when required.

Safety of Goods 

Duty Free Stores New Zealand accepts the risk of loss of, or damage to, product(s) only up to the point of where the product is collected. 

External Sites

This site may contain links to other sites on the Internet that are owned and operated by third party vendors and other third parties (the "External Sites"). You acknowledge that the company is not responsible for the availability of, or the content located on or through, any External Site. You should contact the site administrator or Webmaster for those External Sites if you have any concerns regarding such links or the content located on such External Sites.

Travel Delays or Changes

• It is your responsibility to contact Duty Free Stores NZ if there is a change in your date and time of departure or arrival, or a change in your airline. Please contact our Call Centre on 0800 388 937.
• If an order is placed where passenger and flight details have been incorrectly inputted through the online ordering system, Duty Free Stores NZ will not be held responsible if the order is not available for pick up in which case the purchase price will be refunded in full.
  
  

Rejection and Cancellation of Orders by Duty Free Stores New Zealand

Duty Free Stores NZ may, at its absolute discretion, reject or cancel any order made by you at any time and for any reason, including but not limited to the following:

·        The cancellation of credit card payment or if details are dishonoured.

·        When the passenger does not meet the concession or age requirements and restrictions imposed by New Zealand Customs

·        Where Duty Free Stores NZ has unintentionally displayed any errors on the website including incorrect prices, descriptions or illustrations or typographical errors and these errors are relevant to your order. 

If we cancel or reject an order due to circumstances including those described above then the purchase price will be refunded to you. In this case you will be contacted by a Customer Service Team Member for further detail.

Cancellation of Orders by the Passenger

 Any cancellation of orders must be directed to our Call Centre on 0800 829 3733.

Refunds/ Returns

We are happy to refund products that are damaged or faulty or where incorrect products are supplied within a reasonable time. All goods returned whether they are faulty or not must have proof of purchase supplied such as a till receipt or an Online Order Reference Number.

Subject to conditions we will either arrange for a replacement with an identical or comparable product(s), or issue a refund of the purchase price of the faulty/damaged product/s, or repair the product(s).

• Returns will not be accepted if the damage to the product has subsequently been caused by an accident, or by neglect or misuse, by either you or a third party.
•  Returns will not be accepted by if you have modified or tampered with the product in any way.
• Any faulty or damaged returned product(s) must be complete and include any accessories provided to you with the product. 
• Any refunds will not be processed until we receive the product(s) in question from you.