Terms & Conditions

TERMS OF USE

This website, Auckland DutyFree, is owned and operated by Lagardere Travel Retail New Zealand (hereinafter the “LTR NZ”), which operates retail outlets in public and restricted areas of Auckland Airport. The Site aims to enable travellers departing from airports where LTR NZ has retail outlets in a restricted area to familiarise themselves in advance with the range of products offered and to pre-order products before their departure. This facilitates a seamless purchase when they visit the retail outlet at their departure or arrival terminal (hereinafter the “Services”).

The User acknowledges and accepts that they cannot use the Services except for their own needs within the framework of a strictly personal, private, and non-commercial use. The Company reserves the right not to complete the Services for any legitimate reason, particularly if the quantity of products does not correspond to a strictly personal use.

These General Conditions of Use define the conditions under which the Company offers the Services to its Users, free of charge and without any obligation to buy. By accessing, browsing, shopping, or using any of the services on this website, you agree to these Terms and Conditions.

 

A. GENERAL

These Terms and Conditions are governed by, and will be construed in accordance with, the laws in force in New Zealand. Users submit to the non-exclusive jurisdiction of the courts of New Zealand. Auckland DutyFree may alter the Terms and Conditions from time to time without notice, and it is your responsibility to monitor amended Terms and Conditions. All changes are effective from the date of posting the revised Terms and Conditions on this website. Any updated version of the Terms and Conditions will immediately supersede any prior version.

You agree that you will not use this website for any purpose that is unlawful or prohibited under these Terms and Conditions. You agree that you will not use this website to spam, transmit, or upload any material that contains viruses or other harmful programs or that breach any laws, including intellectual property rights, defamation, or privacy rights. You also agree not to interfere with or disrupt this website or attempt to gain unauthorized access.

In order to use this website, it is your responsibility to procure access to the internet and to pay any costs associated with that access.

 

PURCHASING DUTY FREE GOODS

To purchase duty-free or tax-free goods, you must be travelling internationally, flying into or out of Auckland International Airport.

Any order placed by you on this website is an agreement by you to purchase a particular product for the price stated on this website at the time you place your order. You recognise that by making the order, you are agreeing to pay for the product(s) at the time of ordering and will collect that order from your nominated collection location.

To place an order on this website, you will need to input your contact details and your flight and travel details. You will also need to nominate a collection date and collection location at the relevant Airport for the product(s) ordered. If you do not supply any of the required details, we will not be able to process your order.

All pre-orders made through our website must be placed with at least 12 hours' notice before the date and time of your arrival or departure. Selected products can be purchased up to 3 hours before your flight, as indicated by the 3-Hour icon on selected products. You may pre-order up to 6 months in advance of your travel.

The online purchaser must be the traveller collecting the goods. When you pick up your duty-free order from our Airport store, you will be required to show your ID.

If your flight is diverted, you will be able to request Customs to stamp your Collection Docket and have the goods couriered to your address in New Zealand. Customs will not stamp your Docket for courier delivery to your New Zealand address for any other reason than a diverted flight.

If there has been a mistake made by Auckland DutyFree or by yourself and your order is either incomplete or not at your collection location at the specified time, your order will be refunded in full.

It is your responsibility to familiarise yourself with the allowances permitted for each country that you will be entering and clearing customs. We provide some guidance on this website in relation to the allowances applicable for the most-travelled destinations.

Liquor Purchases - You must be 18 years or over. Auckland DutyFree takes the responsible service of alcohol seriously. As part of our commitment to this, we enforce the checking of proof of age identification. We will only sell alcohol (both in-store and online) to customers aged 18 or over.

DRINK RESPONSIBLY - Auckland DutyFree promotes responsible drinking and aims to be the most responsible duty-free liquor retailer. We may refuse alcohol sales to an adult if we believe they are purchasing alcohol for a minor. Adults must be aware of their responsibilities regarding secondary supply.

Tobacco products (cigarettes, cigars, cigarillos, rolling tobacco) cannot be purchased online.

 

PRICES AND PAYMENT

All prices displayed on this website are in New Zealand Dollars and may be changed at any time without notice. The price payable for any product(s) is the price specified on this website at the time of placing the order.

Although we do our best to ensure prices stated on this website are accurate, errors do occur from time to time. Where a pricing error occurs, we will not be bound by the incorrect pricing stated and reserve the right to cancel your purchase.

Due to tighter security regulations, once your order has been confirmed, no further changes can be made to it. If your circumstances change, please contact our Customer Service Team for assistance.

Payment for product(s) must be made by a valid credit card using the ordering facility on the website. We accept Visa, Mastercard, American Express, JCB, Alipay, and China Union Pay. No other form of payment will be accepted.

All products must be paid for in full on the website before your order can be processed.

 

CREDIT CARD INFORMATION

For your security, Auckland DutyFree does not hold your credit card details on file and, therefore, they must be re-entered at the time of each purchase through the website and/or over the phone.

 

COLLECTION

Product(s) must be collected at the nominated collection point specified on your order confirmation.

If you are collecting on departure from New Zealand, you must collect your goods at the collection location before boarding your flight. If you are collecting on arrival in New Zealand, you must collect your goods from our store before clearing customs. Customs regulations stipulate that orders not collected prior to passing through customs cannot be supplied to you, and a full refund of your purchase price will be provided instead.

To collect your order, you must present a printed or electronic copy of your purchase receipt and passport identification. In the event that you are unable to print or provide an electronic copy of your receipt, please note your order reference number and provide passport identification when collecting the order.

You agree to inspect the product(s) immediately on collection. You must notify our collection staff immediately of any shortfall or incorrect orders.

 

SAFETY OF GOODS

Auckland DutyFree accepts the risk of loss of, or damage to, product(s) only up to the point of when the product is collected.

 

TRAVEL DELAYS OR CHANGES

It is your responsibility to contact Auckland DutyFree if there is a change in your date and time of departure or arrival, or a change in your airline. Please contact our Customer Service Team for any changes.

If an order is placed where passenger and flight details have been incorrectly inputted through the online ordering system, Auckland DutyFree will not be held responsible if the order is not available for pick up.

 

REJECTION AND CANCELLATION OF ORDERS BY AUCKLAND DUTYFREE

Auckland DutyFree may, at its absolute discretion, reject or cancel any order made by you at any time and for any reason, including but not limited to the following:

The cancellation of a credit card payment or if details are dishonoured.

When the passenger does not meet the concession or age requirements and restrictions imposed by New Zealand and Australian Customs.

Where Auckland DutyFree has unintentionally displayed any errors on the website, including incorrect prices, descriptions or illustrations, or typographical errors, and these errors are relevant to your order.

If we cancel or reject an order due to circumstances including those described above, the purchase price will be refunded to you. In this case, you will be informed by our Customer Service Team by email or phone call.

Any customer cancellation of orders must be directed to our Customer Service Team.

 

REFUNDS/RETURNS

We are happy to refund products should there be changes to your travel plans, you fail to collect your order, where incorrect products are supplied, or items are damaged or faulty. All refunds, whether they are for faulty items or not, must have proof of purchase supplied, such as a till receipt or an Online Order Reference Number.

Refunds will be made to the card used for the original purchase. If the card has expired, we will arrange an alternate payment method.

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 been subsequently caused by an accident, or by neglect or misuse, by either you or a third party.

Returns will not be accepted if you have modified or tampered with the product in any way.

Any faulty or damaged returned product(s) must be complete and include any accessories provided to you with the product.

Any refunds will not be processed until we receive the product(s) in question from you.

 

NEW ZEALAND CONSUMER GUARANTEES ACT 1993

If the goods [or services] we supply do not meet the above-mentioned acts, we will meet our obligations under these acts to provide a remedy. These guarantees are in addition to any warranty offered by a manufacturer, and you may have rights against the manufacturer directly.

The above act does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.

 

COMPETITIONS AND PROMOTIONAL OFFERS

From time to time, the website will present the opportunity to participate in competitions and promotional offers. These offers have separate terms and conditions. By participating in any competitions or promotional offers on this website, you agree to be bound by the relevant terms and conditions. Relevant terms and conditions for specific competitions and promotional offers will be listed on this site or a corresponding website.

 

LIABILITY

In no event shall the company be liable for any direct, indirect, special, punitive, incidental, exemplary or consequential damages, or any damages whatsoever, even if the company has been previously advised of the possibility of such damages, whether in an action under contract, negligence, or any other theory, arising out of or in connection with the use, inability to use, or performance of the information, services, products, and materials available from this site. These limitations shall apply notwithstanding any failure of essential purpose of any limited remedy. Because some jurisdictions do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of liability for consequential or incidental damages, the above limitations may not apply to you.

 

EXTERNAL SITES

This site may contain links to other sites on the Internet that are owned and operated by third-party vendors and other third parties (the "External Sites"). You acknowledge that the company is not responsible for the availability of, or the content located on or through, any External Site. You should contact the site administrator or Webmaster for those External Sites if you have any concerns regarding such links or the content located on such External Sites.

 

DISCLAIMERS

The information, services, products, and materials contained in this site, including, without limitation, text, graphics, and links, are provided on an "as is" basis with no warranty. To the maximum extent permitted by the law, the company disclaims all representations and warranties, express or implied, with respect to such information, services, products, and materials, including but not limited to warranties of merchantability, fitness for a particular purpose, title, no infringement, freedom from computer virus, and implied warranties arising from course of dealing or course of performance. In addition, the company does not represent or warrant that the information accessible via this site is accurate, complete or current. Price and availability information is subject to change without notice.

Auckland DutyFree will not be held responsible for any products that are:

Altered, reprocessed, tampered with, or repaired in any way other than by or through Auckland DutyFree.

Fitted or used in breach of the conditions of use or technical specifications, as may be included with the product and/or published from time to time.

 

COPYRIGHT

Any use of materials on this site, including reproduction for purposes, modification, distribution, or republication, without prior written permission of the company is strictly prohibited.

 

PRIVACY

The information provided by the customer is for the exclusive use of the company. The information will not be made available in any form to any other organization. You will receive email messages confirming orders placed. You may also receive messages via email or post from the company announcing special offers or promotions. Credit card information is not held by the company.

We improve our products and advertising by using Microsoft Clarity to see how people use our website. By using our site, you agree that we and Microsoft can collect and use this data. View our Privacy Policy for more details.

 

B. LOYALTY PROGRAMS

Aelia Club Travel Rewards

The Aelia Club Travel Rewards program will officially end on 31 December 2025.

It is no longer possible to create new members in the Travel Club Rewards Program.

Current members will not be able to earn new points on any orders.

Reward point expiration will change to 31 December 2025.

 

Points can be redeemed as normal until 31 December 2025. At that time, any unused points will be expired, and the Travel Club Rewards program will cease to operate on the Auckland DutyFree website.

1. General Terms From 1 July 2025, the program at Auckland will be operated by Lagardere Travel Retail NZ (LTR NZ).

1.1 Participation in the Program is considered acceptance of these Terms & Conditions.

1.2 Membership of the Program is entirely personal and non-transferable. The Operator reserves the right at any time, in its absolute discretion, to refuse or revoke membership of the Program.

1.3 The Operator's decision in relation to all matters arising under this program is final and binding.

2. Loyalty Points

2.1 Loyalty Points are not property and do not have any monetary value except in respect of the value assigned to them by The Operator. Loyalty Points may not be transferred or sold.

2.2 Loyalty Points can only be redeemed for rewards and are not convertible into cash. Loyalty Points are only used to record your entitlement to claim a reward.

2.3 The deadline for redeeming Loyalty Points is 31 December 2025.

3. Earning Points From 1 July 2025, points will no longer be earned by new or current members on any purchase on the Auckland website.

4. Redeeming Points

4.1 Reward redemptions used to purchase items cannot be used in conjunction with any other discount card or voucher (e.g., Crew, Airport Staff discounts).

4.2 The member is able to redeem up to 75% of the order value with Reward Points. The balance is to be paid with one of the usual payment methods.

4.3 Redemption of reward points on the Auckland website will only be available until 31 December 2025.

5. Points Expiry From 1 July 2025, points expiry will change.

5.1 Loyalty Points must be used by 31 December 2025.

5.2 Loyalty points that remain unused after 31 December 2025 will be expired.

6. Communication

6.1 The Operator will communicate important membership messages such as Program changes via the website.

6.2 For any inquiries regarding this Program, please email Customer Service.

7. Notice of changes

7.1 The Operator may at its discretion at any time update these Terms and Conditions, including changing the products eligible to earn reward points or that points may be redeemed to purchase, or amending the value of points, with reasonable prior notice and without liability. Updated Terms and Conditions will be published on the Operator's website.

7.2 The Operator may terminate the Travel Club Rewards program at any time provided that the Operator uses reasonable efforts to advise the member of such action. The Operator will notify you as soon as practicable of the termination and time period you may have in which to claim your rewards.

7.3 The laws of New Zealand apply to these Terms and Conditions and the Program, to the exclusion of any other law. Members submit to the exclusive jurisdiction of the courts of New Zealand.

8. Liability

8.1 To the extent permitted by law, The Operator makes no warranties or representations with respect to the type, quality, standard, fitness or suitability for any purposes of the rewards.

8.2 The Operator is not responsible for the loss, theft or destruction of rewards.

9. Disputes

9.1 The Operator will resolve disputes regarding eligibility for the Loyalty points. Any dispute in relation to the redemption or use of the Loyalty Points will be resolved by The Operator.

9.2 A member must submit their question or dispute in writing to support_nz@lagardere-tr.nz with relevant copies of invoices where applicable.

10. Privacy

The Operator collects personal information in order to conduct the Programme and may, for this purpose, disclose such information to third parties, including but not limited to agents, contractors and service providers. Participation is conditional on providing this information. The member authorises the Operator to use the personal information provided for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning the member. Members should direct any request to access, update or request the correct of personal information to the Privacy Officer at support_nz@lagardere-tr.nz.

 

C. AIRPOINTS

Update for Airpoints Members

From 1 July 2025, you will no longer be able to earn Airpoints Dollars In-Store or Online at Auckland DutyFree.