Service FAQ’s (for R&C and Home Delivery)

1. General

1. Who can use the Home Delivery Service?

All customers with a valid UAE address including home, office and hotel are entitled for this service.

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2. Who can use the Pre-ordering? (reserve online and pick-up at store)

All passengers travelling through the airport.

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3. How does the service work?
• Simply browse the website
• Select your preferred products
• Add items to your shopping cart
• When checking out, select home delivery or pick-up from our store option.

For Home Delivery, fill in the delivery address and we can deliver to your UAE address. Payment can be processed online via credit card

For Pre-Order, select the day & time of your flight, and the store where you will be collecting your purchases from.

Payment can be processed online via credit card.

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4. Can I cancel my Home Delivery order?

Please contact customer services to cancel the order.

Email: Customer Service.AE@Dufry.com

0r phone:   +971 56 8999017 or +971 50 4625008

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Can I cancel my Pre-order?

Yes, you can cancel your order; log in to your account and change the status of your order any time before your flight departure. There is no mandatory transaction. If you decide to proceed with the purchase, the transaction is only concluded after picking up the goods in the selected pick-up point, located in the airport chosen.

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5. Do I need to register?

You do not need to register; you can check out as guest.

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6. Can I use the Online Shopping service if I am of minor age?

Yes

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2. My orders

1. How many Home Delivery orders or Pre-Order reservations can I make?

For Store Pickup orders - there is no limit to your pre-orders, you should however keep in mind the allowance limits as specified here. Note that you may have to pay the additional duty and tax differences if you exceed those limits.

For Home Delivery orders - there is no limit to your orders. However, there’s a limit to 5 pieces of Fragrances, Makeup or Skincare per order

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2. How far in advance can I make a Pre-Order reservation for pick up at airport?

You can place your pre-order no earlier than 30 days and no later than 24 hours prior to your flight.

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3. Where can I track my Pre-order?

You can follow up on your order status by accessing your online personal account. Registration is required.

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4. For Home Delivery, which carrier do you use to send the parcels?

We use Tawseel to ship orders.

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5. How can I track my order for Home delivery?

To Track your order, you may call Tawseel directly. Please provide them with your order number or mobile number so they can help you better.

PHONE +971 60 050 3321 - EMAIL  info@tawseel.ae

Or contact us at:

phone:   +971 56 8999017 or +971 50 4625008  - Email: Customer Service.AE@Dufry.com

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6. Do you ship internationally?

We regret to let you know that we do not provide any delivery service to overseas at this time.

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• How can I enjoy free delivery?

Currently we are offering Free Delivery for purchases over 200 AED within the UAE area. Delivery within 2 days.

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• How can I be sure that I placed my order properly?

Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

Email: Customer Service.AE@Dufry.com

0r phone:   +971 56 8999017 or +971 50 4625008

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3. Mailing List

1. How do I subscribe to Dufry newsletters?

After you register, you can subscribe to our newsletter by either providing the Dufry group with authorization during the registration process. Or any time after by accessing your personal account settings.

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2. Can you take me off your mailing list?

You can uncheck this option by accessing your personal account settings.

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4. Password

1. What do I do if I’ve forgotten my password?

You can ask for your password to be sent again by accessing your personal account settings.

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5. Personal Details

1. How can I change my personal details?

You can change your personal data information by accessing your personal account settings.

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2. Are my personal details secure?

Be reassured that your personal information is kept private and confidential. For more information, please read our Privacy policy.

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6. Payment and taxes

1. Which are the payment methods allowed?

Credit Card payment can be done online

If picking up from store, you can pay credit card or cash at time of pickup.

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2. Do I pay any additional taxes on the prices visible on the website?

No extra fees shall be applied to online prices. We pay VAT on your behalf.

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7. Exchange or return

1. How long do I have to make an exchange or return?

Return & Exchange Policy

• We accept returns of unopened products in their original condition with the exception of Food, Confectionary and Cosmetics
• Returns of Food, Confectionary and Cosmetics are not accepted due to Health and Safety reasons
• Products damaged upon delivery can be returned
• All Returns must be within 14 days of the date of invoice using nominated courier.
• Shipping costs of returns are borne by customers unless the items were damaged during delivery.
• Conditions of Return
• Original receipt must be provided by customer
• Goods must be in a re-saleable condition and in original packaging

Where is My Refund?

• If your refund is not showing on your credit card, and the processing time for your payment method has passed, contact us for further assistance (Customer Service.AE@Dufry.com) providing full details of your order.

How Refunds are issued?

• When returning an item, it will be refunded back to the original payment method.
• Once we receive the item/s, allow for up to 3 business days for us to process your return. After the return is processed it may take 5 to 7 business days for the refund to show up depending on your own bank’s policy.

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8. For customer service –

Email: Customer Service.AE@Dufry.com

0r phone:   +971 56 8999017 or +971 50 4625008

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