Frequently Asked Questions

How can we help you?

About Changes to Auckland Duty Free

Why are you changing the name from Aelia Duty Free Auckland Airport to Auckland DutyFree?

We are entering into a new era and our refreshed customer proposition is about strengthening our connection to Auckland and New Zealand. We've always been proud to be part of the Auckland Airport experience, and this new name reflects our commitment to providing a world-class duty free offering that is uniquely tailored for this city and our customers. It also represents a new, refreshed direction for us.

Will the products and brands I love still be available?

Yes, and once our new stores are refurbished the range of brands will grow.

What happens to my existing online pre-orders?

Any existing pre-orders will transition seamlessly to the new Auckland DutyFree website. If you have a Click & Collect order ready for pickup, the process for collection at the airport is unchanged.

Will the website address change?

Yes, the new website address is aucklanddutyfree.co.nz. While a redirect will be in place for a short time, we recommend updating your bookmarks.

Will the customer service team be able to help with my previous Aelia Duty Free orders?

Yes, our customer service team is across the upcoming changes and will be ready to help. Our new customer service email is support@lagardere-tr.nz. For the first two months, any emails sent to the Aelia Duty Free NZ address will be redirected. We’re ready to assist with any questions or concerns you may have, whether it’s for an old or new order.

How can I stay up to date with Auckland DutyFree?

We encourage you to follow us on our new social media pages! You'll be able to like and follow Auckland DutyFree on both Facebook (@aucklanddutyfree) and Instagram (@auckland_dutyfree). This will be the best place for updates, promotions, and new product announcements.

Why do I need to re-subscribe to the newsletter?

As we've had a change in business ownership, and to ensure we comply with all data privacy regulations, we need you to provide your consent to continue receiving our newsletters. This is to protect your information and ensure you only receive communications you've specifically requested.

Will the physical stores at the airport be changing?

We're excited to share that we will be embarking on a full refurbishment of our four stores in 2026. This will create a stunning new shopping environment for you. Until the refurbishment begins, the physical stores will remain as they are, and you will see our new branding reflected on our website, social media, and other digital channels. Our stores are located in the same convenient spots you're used to: our Departures and Pier stores are past security and our Arrivals store is located before immigration in the International Terminal.

Will the in-store staff be different?

No, the friendly and knowledgeable staff you've come to know and trust is the same. We have the same commitment to providing excellent service and are excited to welcome you to our stores under our new brand name.

How does Auckland DutyFree fit with Auckland Airport?

We are the official duty free retailer at Auckland Airport, and we are committed to developing and evolving the DutyFree offer. Our new name, Auckland DutyFree, reinforces our commitment to serving all airport passengers and reflects our deep connection to the Auckland Airport community. You'll find our stores conveniently located within the airport terminals, just as before.

Is this a legitimate company? I'm worried it might be a scam or an unauthorized website.

We understand your concern, and we want to assure you that this is a legitimate and official change. We are the same trusted team behind Aelia Duty Free Auckland Airport, and our new name is a part of our evolution to better serve you. The website, aucklanddutyfree.co.nz, is our new, official online store. If you're shopping in person, you'll find our stores located in the same places you've always known within the Auckland Airport terminal.

What about my Aelia Club Travel Rewards?

The Aelia Club Travel Rewards Auckland program will officially end on 31 December 2025. Current Auckland members can use any remaining rewards until this date. Please note that no new sign-ups have been accepted since 1 July 2025. For more details, you can refer to the June 2025 official notice posted on our website. At Auckland DutyFree, our brand promise is to make every shopping experience rewarding. Instead of a points program, we are focused on providing everyday value and the best possible prices from the moment you shop with us, along with the great range and service you've come to expect.

Why are there so many different duty free stores in the airport? Are they all the same company?

While there may be other retailers at the airport, we are the official Auckland DutyFree stores. Our new brand name reflects our strong commitment with the airport, and we are dedicated to providing a wide range of products and services specifically for our passengers.

Orders

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.

How early can I place a click & collect order?

Pre-order timeframes vary across our network. Pre-orders can be placed from 12 hrs - 6 months prior to departure.

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 Auckland Airport.

Can I buy Duty Free on behalf of someone esle?

No. Due to Customs regulations, you cannot carry Duty Free on behalf of another person. The name on the Duty Free order must equal the traveller name. In addition the Duty Free goods must be paid by the traveller. The goods will incur duty and GST if you are found not to be meeting Customs regulations.

What currency am I charged in?

All our prices are in NZ dollars. Your credit card will be charged in NZ dollars. For foreign credit card holders your credit card provider will convert the transaction to your local currency at the current exchange rates.

Are all goods I order sold free of duty?

All goods sold at Auckland DutyFree that attract import duty are sold free of that duty (ie. the price does not include any import duty).

How much duty free can I buy?

Every country has different Duty Free Allowances. Make sure you are aware before you buy or goods could be confiscated. Please also be aware of regulations around Duty Free when transiting in another country.
New Zealand Duty Free Allowances

How do I know my order has been received?

As soon as we receive your order, a confirmation email will be sent, including pick up location, flight arrival / departure time and details of purchase. When the order has been packed and is ready for pick up, you will be sent another email confirming order is ready. Should any items be unavailable, you will receive a refund notification email.

What do I do if I can't find the product I am looking for?

If you can't find what you're looking for please contact us by email support@lagardere-tr.nz. We will be happy to advise you if we have the product in stock

Payments

What payment methods do you accept?

We currently accept credit card payments online, from Visa, Mastercard, AMEX, JCB, UnionPay, Google Pay, Wechat Pay, Alipay.

Collections

Where do I pick my goods from?

All collections can be made from within the Auckland DutyFree store at the airport you are arriving or departing from within Auckland. 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 customer service ASAP. Email us at support@lagardere-tr.nz. In the unlikely event that your arrival flight to Auckland is diverted to another airport please make sure you have your arrivals sales docket stamped by Auckland 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 contact Customer Service 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 Auckland DutyFree or yourself. If this happens please notify us via email support@lagardere-tr.nz and we will refund your order.

Returns

Carbon Click

Who is CarbonClick?

CarbonClick was born to make climate action simple and transparent for businesses and customers alike, supporting the planet and humanity through projects we all care so much about. At its core, Carbonclick provides a user-friendly and seamless way for people and companies to offset their carbon footprint through a range of sustainable projects and initiatives.

What are carbon emissions?

Carbon emissions is a generalised term to describe greenhouse gases being released into the atmosphere, which are often carbon-based such as carbon dioxide and methane (CH4). These gases have global warming potential, meaning they trap the sun’s heat in the atmosphere, contributing to global warming and climate change. Carbon emissions come from activities such as the burning of fossil fuels (carbon dioxide) and the digestion systems of livestock (methane).

What is carbon credit?

A carbon credit is a mechanism used to measure and support projects that fight climate change. For every tonne of CO2 that a project manages to absorb or otherwise reduce, a carbon credit is issued. Carbon credits are certified by international standards and held in registries like the Gold Standard registry (international credits) and can be purchased to reduce the carbon impact of an initiative or activity.

What is carbon offsetting?

Voluntary carbon offsetting is a way to compensate for unavoidable carbon emissions. To do this, organisations support projects that positively impact the environment and reduce or avoid carbon emissions that would have otherwise contributed to climate change. If the positive impact of this support negates the negative impact they have, i.e.: if the emissions avoided equal the original emissions of an activity, that activity is said to be “offset”. In most circumstances, the activity or product can now be classified as carbon neutral as far as you’ve offset. Alternatively, a business may be able to offset this themselves and claim carbon neutrality or net zero carbon.

Where does the money go? How do I know it has an impact?

To enable our unique track and trace feature, CarbonClick pre-purchases carbon credits. Our transparent reimbursement model means that you can immediately see the retirement certificates from the projects you are supporting and know your contribution is having a direct impact. A key feature of a carbon offsetting project is additionality, which means the project could not go ahead without the finance of carbon credits. We rigorously analyse our projects to ensure that additionality criteria are being met and your money is having a direct impact.

Can I get the CarbonClick offset refunded with the purchase refund?

Once a product has been purchased, the CarbonClick offset cannot be credited or refunded.

Do I earn Aelia Club Travel Reward points with the contribution on CarbonClick offset? Can I pay CarbonClick offset by Aelia Club Travel Reward points?

Unfortunately, Aelia Club Travel Reward points cannot be utilized for payment towards the CarbonClick offset. The contribution of CarbonClick offset does not qualify for earning Aelia Club Travel Reward points.

Can I contribute to carbon offsetting through all Aelia Duty Free Australia and New Zealand websites?

The option for CarbonClick offsetting is now exclusively accessible through the Aelia Duty Free Auckland website.

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