RESERVE & COLLECT FAQS

1. Service

1. Who can use Reserve & Collect Online Pre-Order service?

   All travellers travelling through the borders of Greece.

   Back to top

2. How does the service work?

   Simply browse the website, select your preferred products, add them to your cart. When checking out, inform us about the date of your travel and select the pick-up point. On the day of your travel, proceed to the Pick-Up Point to pay and collect your order.

   Back to top

3. What are the specifics regarding the exclusive 20% discount applied to online orders?

   Click here for the Terms & Conditions of this offer. Please note that Red By Dufry members are eligible for 20% discount on their online orders through Reserve & Collect. Non-members of the Red By Dufry loyalty program receive 10% discount. The discount is valid only for full-priced products and does not apply to items already on discount or other promotion.

   Back to top

4. Can I cancel my order?

   Yes, you can cancel your order any time by contacting Customer Service team.

   Back to top

5. Do I need to register?

   Your registration is not required to browse the website, discover available products and offers, and place your order. You can complete your order either as a member or as a guest. However, please note that if you register and become a member, you are entitled to 20% exclusive discount on your online order. Non-members receive 10% discount on their order. Please note that your travel details are mandatory as "Reserve & Collect" service is available only to travellers.

   Back to top

6. 6. Why are my travel details necessary?

   "Reserve & Collect" service is only available to travellers. Furthermore, we need to know when you are travelling to manage and prepare your order accordingly; making sure the products are ready and available for you to purchase.

   Back to top

7. Why my date of birth is necessary?

   Your age is mandatory in order to provide our customers access to legally restricted categories.

   Back to top

8. Can I use the pre-order service if I am of minor age?

   Yes, you can.

   Back to top

2. My pre-orders

1. How far in advance can I place an order?

   You can place your order no earlier than 30 days and no later than 6hrs prior to your travel.

   Back to top

2. How many orders can I make?

   There is no limit to your orders, you should however keep in mind custom allowance restrictions as specified here. Note that you may have to pay the additional duty and tax differences if you exceed those limits.

   Back to top

3. Can I cancel/modify my order?

   You can cancel an order, but you cannot modify it. To cancel, you just need to contact Customer Service team To modify, you would need to cancel the order and place a new one.

   Back to top

4. How can I be sure that I placed my order properly?

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

   Back to top

3. Mailing List

1. How do I subscribe to Dufry newsletters?

   You can subscribe to our newsletter by either providing the Dufry group with authorization during the registration process or after, by accessing your personal account settings.

   Back to top

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.

   Back to top

5. Personal Details

1. How can I change my personal details?

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

   Back to top

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.

   Back to top

3. How do I know that all the products included in my order will be available the pick-up day?

   Your order is prepared soon after we receive it. Nonetheless, in case a product is no longer available, customer service will contact you to let you know.

   Back to top

6. Payment and taxes

1. When do I have to pay?

   The payment is due in store at the airport, when you pick-up your pre-order.

   Back to top

2. Which are the payment methods allowed?

   All standard payment methods are accepted.

   Back to top

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

   No extra fees shall be applied to online prices.

   Back to top

4. Can prices change between the moment I place an order and the day I pick up my goods?

   Yes, prices are susceptible to change depending on our partners' price policies.

   Back to top

7. At the store

1. Where do I pick-up my order?

   Your order will be available for you to collect from the pick-up point on the day of your travel.The pick-up points are located within Hellenic Duty Free Shops at the departures area, just after security control. You need to have your order confirmation with you for the collection. You may find more information, here.

   Back to top

2. Can I modify my order at the store?

   You are free to add or remove items from your basket before proceeding to checkout. However, the Reserve & Collect discount does not apply to items added to the basket in-store.

   Back to top

3. What happens if I cannot pick up my order?

   Nothing happens. Online pre-order service is not a binding transaction. If you do not pick-up your order, the day of your departure it will be simply cancelled without any additional fees or consequences.

   Back to top

4. Can someone else collect the order on my behalf?

   The customer needs to provide identification when picking up the order to comply with airport regulations.

   Back to top

5. Can I return some of the items I bought?

   The return policy is the same for "Reserve and Collect" service and in-store purchases. Please find more information here or contact customer service.

   Back to top

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

   Returns or exchanges can be made up to 60 days after purchase at the airport; Please, contact our customer service regulation.The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase.

   Back to top

7. Is order home delivery available?

   Only travellers have the exclusive right of purchasing from Hellenic Duty Free Shops. Based on current custom legislation we are unable to deliver your order to your door. It is imperative to present your Boarding Pass to complete your order transaction.

   Back to top

8. I am Red By Dufry member. Can I use the discount I am entitled to on my online order?

   Red By Dufry members are entitled to 20% discount on their online orders through Reserve & Collect service as an exclusive benefit. Non-members receive 10% discount. The discount is not combined with Red By Dufry membership tier discount. With purchases through Reserve & Collect, you accumulate Red By Dufry points. You can find more information here

   Back to top

9. Can I use Aegean Miles+Bonus when I pick-up my order?

   Aegean Miles+Bonus members have the right to earn or redeem miles.More information available here

   Back to top