Frequently Asked Questions
Explore our comprehensive collection of questions and answers designed to enhance your shopping experience at Lotte Duty Free. Read on to uncover valuable tips that will make your shopping experience as seamless as your travels.
Orders
Until when can I make my purchase?
When preparing for your next international trip you can pre-order duty free products online up to 60 days before you travel and conveniently pick it up at the airport on departure or arrival.
Minimum timeframes apply in each location as follows:
Brisbane: Order a minimum of 24 hours prior to collection in store
Minimum timeframes apply in each location as follows:
Brisbane: Order a minimum of 24 hours prior to collection in store
Who are eligible to use shop at duty free shops?
International travellers, over the age of 18 years, with a valid flight ticket.
NOTE: Age limits only apply to anyone purchasing liquor & tobacco.
NOTE: Age limits only apply to anyone purchasing liquor & tobacco.
What kinds of IDs do I need to shop at duty free shop?
Arrivals Travel Documents
The Regulation states that goods shall not be sold unless the intending relevant traveller first produces a ticket, or other approved travel document, to the inwards Duty-free Shop as evidence of travel.
For this purpose, approved categories of travel documents are detailed below
Table 1 – Inwards Duty-Free Shops Travel Documents
- Service Personnel: Travel or movement orders issued by the relevant service
- Crew: Airline or shipping company identification and documentation to prove that they are travelling overseas (for example, official rosters, itinerary or sailing orders)
- VIP Flights and Government Agencies: Evidence of travel issued by a government authority (for example, letter of authority issued by Prime Minister’s Department to members of the press)
- General public: An overseas ticket or boarding pass and valid passport.
Table 2 – On-Airport Outwards Duty Free Shops Travel Documents
- Service Personnel: Travel or movement orders issued by the relevant service
- Crew: Airline or shipping company identification and documentation to prove that they are travelling overseas (for example, official rosters, itinerary or sailing orders)
- VIP Flights and Government Agencies: Evidence of travel issued by a government authority (for example, letter of authority issued by Prime Minister’s Department to members of the press)
- General public: An overseas ticket or boarding pass and valid passport.
Off Airport Travel Documents
The Regulation states that goods shall not be sold unless the intending relevant traveller first produces a ticket, or other approved travel document, to the off-airport Duty-free Shop as evidence of intending travel.
For this purpose, approved categories of travel documents are detailed below
- Service Personnel: Travel or movement orders issued by the relevant service
- Crew: Airline or shipping company identification and documentation to prove that they are travelling overseas (for example, official rosters, itinerary or sailing orders)
- VIP Flights and Government Agencies: Evidence of travel issued by a government authority (for example, letter of authority issued by Prime Minister’s Department to members of the press)
- General public: An overseas ticket or boarding pass and valid passport.
- Organised Groups: Where passengers are travelling as part of a tour and tickets are arranged and held by the tour organiser, a list of tour members including full names, nationality and passport numbers. This document is to be on the tour organiser’s letterhead and signed by the organiser.
An 'agreement to sell' duty-free goods may be made to relevant travellers via the internet, facsimile, telephone or other technology. When stores advertise or offer duty- free sales through use of the internet, facsimile, telephone or other technology, the advertisements should clearly stipulate that such offers are in fact ‘agreements to sell’. The ‘agreement to sell’ must clearly stipulate that, where relevant travellers accept such offers through the placement of orders, the sale and transfer of title in the goods will only occur when the goods are delivered to the relevant traveller in the Duty-free Shop. This is necessary to ensure that such sales comply with the requirements of the Act that sales must take place in the Duty-free Shop.
The Regulation requires that Duty-free Shop operators must not enter into an ‘agreement to sell’ unless it meets the following criteria:
- The purchaser must be a relevant traveller at the time the sale will take place
- The purchaser must provide the Duty-free Shop operator with the details required to complete the duty-free sales invoice, a copy of which is attached to the goods. Details to be included on the invoice include flight or voyage details, date of departure, port of departure (for outwards duty free shops sales), flight number, name of ship or voyage number and ticket number or other authorised travel document details. The details may be provided by telephone, in writing by email, facsimile or other technology.
- For inwards Duty-free Shop sales, the sale must take place in the shop on arrival in Australia and before the entry control point. As discussed above, this is to be achieved through conditioning the ‘agreement to sell’ to reflect that the sale will be effected when the physical transfer of goods takes place in the shop.
When pre-sales occur using the internet, facsimile or telephone, the Regulation requires that the Duty-free Shop operator must not hand over the goods to the relevant traveller until the relevant traveller shows the operator his or her ticket or other travel documentation that confirms the details the relevant traveller previously provided. The Duty-free Shop operator must also ensure the relevant traveller signs the Traveller Declaration (see Attachment 1) which states the relevant traveller’s obligations concerning export of the goods purchased duty-free.
Inwards and outwards duty free shops may enter into an ‘agreement to sell’ goods through the internet, facsimile, telephone, email or other technology. When operators of inwards duty free shops enter into an agreement using these mediums, they are required to inform relevant travellers of concessional limits that apply to the entry of alcohol and tobacco products and any other conditions with which relevant travellers must comply.
Do I need a new receipt if my travel date changes?
If you are have purchased from our Downtown stores in Melbourne or Sydney and your flight has been changed but it is within the month of your departure no change is necessary. However, should your new flight be departing in a new month, please head to our store with your new itinerary and passport to adjust your receipt.
Pick Up
What should I keep in mind when picking up my goods?
For international arrivals, please remember to collect your items prior to clearing customs! All travellers must proceed to the collection counter with your order confirmation and passport.
How long will it take for my order to be ready?
Minimum timeframes apply in each location as follows:
Brisbane: Order a minimum of 24 hours prior to collection in store
I forgot to pick-up my order. What happens now?
Unfortunately, you will not to be able to pick-up your purchase. Please contact our customer service team 1300 388 937 (Australia), +61 1300 388 937 (International) or enquiries@lottedutyfree.com.au with your receipt and contact details to arrange a refund.
What happens if I arrive on a domestic flight instead?
Pre-purchased items will not be able to be picked up. Please contact our Customer service team on 1300 388 937 (Australia), +61 1300 388 937 (international) or enquiries@lottedutyfree.com.au to arrange a refund.
What happens if I forget to hand in my receipt to the duty free officer before departing?
If you have made a purchase at our Melbourne or Sydney downtown store, please post your receipt as soon as possible to:
Duty Free Security Co Ltd
PO Box 459
Alexandria NSW 1435
Duty Free Security Co Ltd
PO Box 459
Alexandria NSW 1435
Returns
What is your return policy?
Lotte Duty Free will gladly refund your purchases whilst in our Stores and before leaving Australia. Due to Regulations we are unable to exchange goods at our on-Airport locations once taken past the Customs Border Control points on entry into Australia.
Lotte Duty Free will 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. 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 yourself or a third party. Returns will not be accepted if the goods have been modified or tampered with in any way. Any refunds will not be processed until we receive the product/s in question from you.
Should there be a concern with any of our items you have purchased at our Stores including on-airport locations, please contact our Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia) or the Manager of the location to which you purchased the item(s) and we will gladly assist in resolving your concern.
How do I return my order?
Contact our Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia) or enquiries@lottedutyfree.com.au
Alternatively the Manager of the location to which you purchased the item(s) and we will gladly assist in resolving your concern.
I want to place a large order, how long will it take to arrive?
For larger orders please contact our customer service team 1300 388 937 (Australia), +61 1300 388 937 (International) or enquiries@lottedutyfree.com.au
Payments
What payment methods do you accept?
Payment can be made using the following credit cards: VISA, MasterCard, American Express, Diners and Union Pay.
Is it safe online to shop with my credit card?
The Lotte Duty Free web site adheres to latest web security standards by operating on HTTPS and SSL certificates to securely transmit information between with customer browser and the lotte duty free web server.
Is tax included in my order total?
No, all our sales for international flights are tax and/or duty free.
Need Assistance?
If you have any questions regarding your order with Lotte Duty Free, please fill out the form below or call us on
1300 388 937 (Australia)
+61 1300 388 937 (International)
enquiries@lottedutyfree.com.au
+61 1300 388 937 (International)
enquiries@lottedutyfree.com.au
