Frequently Asked Questions
- Where do I pick my order up?
- When do I pay for the items?
- What forms of payment do you accept in-store?
- What happens if my travel plans change?
- Can I cancel my order?
- Can I amend my order?
- What if I don't know my flight number?
- Why do you need know where I am flying?
- Can I place an order for someone else to pick up?
- I know you sell an item in your airport store, but couldn't find it on your site.
- What about stock availability?
- Which airports offer the Pre-order Service?
- Do you gift wrap?
- What is your returns policy?
- What's the Average High Street Price?
- What are Travel Retail Exclusives?
- How much can I pre-order?
- Do I need to take my goods with me?
- Are there any age restrictions?
Your order will be awaiting collection in the main Tax & Duty Free shop located in the Departure Lounge after security. After completing any additional purchases you may wish to make, simply locate till point which will be clearly identified as 'Pre-Order Collection Point'. Full details will be stated on the confirmation screen after placing the order and also on your confirmation email.
You don't need to pay for your items until you reach the airport. So if your travel plans change you don't need to worry about requesting a refund to your card.
We accept payment by Visa, Mastercard, American Express & Maestro. In addition we accept cash (pounds sterling) and foreign currency.
We will keep your pre-order prepared and ready for collection for 72 hours after your original departure date. So if you move to a later flight or plan to travel on the next day or two, your items will still available for pick-up. If you your travel plans change significantly, simply place another order. When you log in (using your email & password), you will be able to see your original order which you can use for reference. You can then cancel this original order and place a new order.
You can cancel your order at any time, even if your order status reads 'Order Picked', just log in using email address you registered with and your chosen password. Locate your order and click cancel.
If you want to amend your order you have several choices. If you want to add to your order, simply log in using your email address and chosen password and start a new order, all your personal details will be pre-populated, so you will only have to re-confirm your flight details. If you no longer want to pre-order certain items, don't worry you don't need to do anything. When you visit the store to pick up your pre-order, just tell the staff member which items you no longer require and they will omit them from your basket.
Don't worry this is not essential, the key bit of information we need is your destination airport.
Your destination determines which items you can purchase. On the whole, all passengers can choose from the full selection of pre-order products available at your departure airport - this includes all fragrance, cosmetics, Champagne, fashion, confectionery etc. Most of the spirits are available to all passengers too. For those flying to destinations outside the European Union these passengers can also purchase duty free spirits.
Yes, no problem. After selecting your items you should complete the order with the correct flight departure information of the person who is travelling, then use your personal details to create an account. On the final screen before completing your order, you have the opportunity to add the details of the person who is actually travelling. By including these details on your order, they will then be added to your pre-order paperwork and highlight to our staff who will be collecting the order. Your nominated traveller will be required to make payment in-store.
Some of our stores stock over 15,000 different products; however we have started with a smaller selection for our initial pre-order range. Our Customer Service team will endeavour to assist further in finding out if we sell the item in your selected airport of departure. So feel free to give them a call during office hours on +44 (0)1784 475509 or via email - email@example.com
We will be increasing this range in coming months. If there is a specific product you think we should stock in the future, then let us know via firstname.lastname@example.org we endeavour to include it in the next update.
We do our best to ensure availability of all our products. If, however, we are unable to supply an item, we will inform you when we pick your order. Our stores have daily deliveries and so the items which may be out of stock when your order is picked, may be back on our shelves when you actually travel, so it's worth having a look. If you're not sure where an item might be located in our store, simply ask a member of staff they will be more than happy to help locate the item for you.
There are currently two airports offering a pre-order service - Newcastle & Bristol. Watch this space for further updates
Currently, we do not currently offer a gift- wrapping service for pre-ordered items.
We want you to be totally satisfied with your purchases so if for any reason you change your mind about any of your items or if something goes wrong with your purchase don't worry.
With the WDF Returns Policy as long as the goods are in their original condition, you can return your item (from anywhere in the world) with proof of purchase within 60 days for a replacement or refund.
Any items need to be:
1. In the same condition in which they were bought
2. Purchased within the last 60 days (proof of purchase required)
If requested, we will endeavour to offer a replacement product if received within 60 days of purchase (subject to availability).
Simply download and print the PDF Returns Form, complete the relevant details and then return as instructed.
If your purchase is over 60 days old, please contact our Customer Support Team who will be able to advise you further. Contact us at email@example.com - alternatively call us on +44 01784 475 509
If you have any other queries regarding our products and services we can be contacted by email: firstname.lastname@example.org or call us on +44 01784 475 509 and we will be happy to help.
Customer Support team available from 9.00am to 5.00pm Monday to Friday (excluding Bank Holidays)
It's our pleasure to offer you exceptional value 365 days a year. To help achieve this we survey many of our products on the UK high street. An independent company travels the length and breadth of the country to find the products we stock at our airport stores in the shops you typically buy from week-in week-out. We use these observations to create an Average High Street Price. Where products are unavailable on the high street or were not sufficiently located, we typically then use the manufacturer's recommended retail price (RRP), where one exists. These two comparison prices are the ones we show our savings against.
Another one of the great things about shopping at the airport is that you can find products that you can't typically find on the high street. These could take form of bigger bottles, exclusive colours, travel sizes, value multi-packs and limited editions. Because they are unavailable on the high street typically we can not show a price comparison for these items, however many of these products offer exceptional value too. Click here to check out some our great Travel Exclusives.
For most travellers there is no limit to the amount you can pre-order, however non-EU destinations do have limits as to what can be taken into those countries, click here for more details . We will not restrict what you can take to those destinations, it is your responsibility to check prior to purchase. Our staff in-store will be happy to explain this further and direct you to the allowance board in-store if you are still unsure.
If you are travelling within the EU or UK you do not need to take your pre-order purchases with you as you can make use of our Shop & Collect on Return service. When you pay for the items you have pre-ordered and any additional items you may have selected in-store, simply tell the sales assistant serving you that you would like to use the Shop & Collect on Return service, they will help you complete the necessary paperwork (which include your return flight details) and you can leave your items behind ready to collect when you return to the airport.
If you are flying to a non-EU destination sadly due to customs policy you are unable to make use of this service and your items must be exported with you. On the bright side though, as a non-EU passenger you can make use of your duty free allowance including a wider range of great value spirits, plus cigarettes and tobacco.
The pre-order service is only available to passengers over 18 years old. As with any store selling alcohol, such products can only be purchased by passengers over the age of 18. To ensure we remain within the law we reserve the right to request proof of age (via your passport or valid photo id) for any traveller who appears to be under the age of 25, we trust you will respect this. If you are ordering for another passenger to pick up on your behalf, this passenger must also be over the age of 18 to collect and pay for your order.