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 shopping site?
- Who can buy duty free goods?
- What currency am I charged in?
- What methods of payment do you accept?
- What do I do if I can't find the product I am looking for?
- How long will it take to process and ship my order and is there a delivery fee?
- Where do I pick my goods from?
- What if my flight details change?
- What if there's been a mistake made with my flight details and my order is not at the airport when I arrive?
- 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)?
- What if prices change?
- How much duty free can I buy?
- What if I want to pay by phone instead?
- How do I Pay?
- Can I buy my duty free at one of your stores instead?
- How do I know if the products are in stock?
- Can I process my Departure and Arrival orders together?
- Can I order my duty free along with my partner's duty free?
- Can I buy more duty free if my kids are traveling with me?
- Can I take Duty Free containing liquids, aerosols or gels with me on a transit flight?
- Will we continue to get the members discounts?
- Is there a minimum spend to get free delivery?
- How much time do you need to get my order to the collection point?
- What happened to Duty Free Stores New Zealand?
- Where do I pick up my duty free now?
- I still need more information.
How secure is the duty free shopping site?
Our website uses 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 Australian airport (Gold Coast Airport International, Adelaide Airport International).
Security restrictions currently apply in some countries which might affect outbound passengers departing from Australia. For more information, click here.
What currency am I charged in?
All our prices are in AUD dollars. Your credit card will be charged in AUD dollars. For foreign credit card holders your credit card provider will convert the transaction to your local currency at the current exchange rates.
What payment methods do you accept?
We currently accept credit card payments online, from Visa, Mastercard, Amex. There is a 1.56% credit card surcharge for Amex payments.
What do I do if I can't find the product I am looking for?
Our stores offer a wide selection of products, however some items may not appear on our website. If you can't find what you're looking for please contact us by email firstname.lastname@example.org or by toll-free phone on 1800 TAX FREE (1800 829 3733) . We will be happy to advise you if we have the product in stock.
How long will it take to process and ship my order and is there a delivery fee?
We currently require at least 48 hours prior to your collection time. If you wish to place an order with shorter notice, contact one of our sales staff at 0800 TAX FREE (1800 829 3733) as some orders can sometimes be organised with a shorter notice.
Where do I pick my goods from?
All collections can be made from within the Aelia Duty Free store at the airport you are arriving or departing from within Australia.
Please note that duty free purchases must be collected prior to customs for arrivals and after customs for departures.
What if my flight details change?
If your flight details change please contact our sales staff. Call us on +64 09 927 5460 if overseas. In the unlikely event that your arrival flight to Australia is diverted to another airport please make sure you have your arrivals sales docket stamped by Australian Customs on arrival when you pass through immigration. This will allow us to distribute the goods to you after you have arrived. If you need to change the name of the person who is picking up the Duty Free order you must call us on 0800 TAX FREE (1800 829 3733) or +64 09 927 5460 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 Aelia Duty Free or yourself. If this happens please notify us on 0800 TAX FREE (1800 829 3733) or email email@example.com 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 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 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 (1800 829 3733). Our call centre is open on weekdays from 9am to 6pm and weekends from 9.30am to 5pm (excludes public holidays).NZ Time
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. You can visit Aelia Duty Free at Gold Coast Airport International, Adelaide Airport International.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 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 1800 TAX FREE (1800 829 3733) or +64 09 927 5460 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 (LAGs) on a Transit Flight?
Yes! Our Security Guarantee means you can purchase LAGs (such as liquor, perfume and liquid cosmetics) from us and travel with confidence. We automatically pack every pick-up on Departure order in an officially approved Sealed, Tamper Evident Bags (STEB) in accordance with the guidelines issued by the European Travel Retail Confederation (ETRC) - this ensures they pass airport security regulations. STEBs are added automatically to Departure orders (including those with stopovers and transiting) at a charge of $1 per order. This fee also ensures a FULL refund if your goods are confiscated by Aviation Security during your original journey. For more information about the Security Guarantee, click here.
Is there a minimum spend to get free delivery?
Delivery to one of our convenient collection points at the airport is free.
You can order up to 48hrs prior to collection.
Come into the Aelia Duty Free stores in Arrivals or Departures - we'll have your order ready for collection!
If you require further assistance, feel free to contact us at 1800-TAX FREE during office hours or email us at firstname.lastname@example.org