Covid-19 Update

Auckland orders are not being processed due to the suspension of the Trans-Tasman bubble

Frequently Asked Questions

 How can we help you?

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.

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 New Zealand or Autralian airport.

What currency am I charged in?

All our prices are in NZ or AUD dollars. Your credit card will be charged in NZ or AUD 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 Aelia Duty Free that attract import duty are sold free of that duty (ie. the price does not include any import duty).

Payments

What payment methods do you accept?

We currently accept credit card payments online, from Visa, Mastercard.

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 service@aeliadutyfree.co.nz or by toll-free phone on 0800 TAX FREE (0800 829 3733) . We will be happy to advise you if we have the product in stock.

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 New Zealand/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 0800 TAX FREE (0800 829 3733) if inside New Zealand and on +64 09 927 5460 if overseas. In the unlikely event that your arrival flight to New Zealand is diverted to another airport please make sure you have your arrivals sales docket stamped by New Zealand 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 (0800 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.

Returns

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 (0800 829 3733) or email service@aeliadutyfree.co.nz and we will refund your order.

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.

More answers...

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 (0800 829 3733). Our call centre is open on weekdays from 9am to 6pm and weekends from 9.30am to 5pm (excludes public holidays).

Can I buy my duty free at one of your stores instead?

Yes. You can visit Aelia Duty Free at Auckland International Airport at arrivals and departures.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.

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 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 0800 TAX FREE (0800 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 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 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.

What happened to Duty Free Stores New Zealand?

We have re-branded to our Aelia - our parent company. We're working hard behind the scenes to bring an exciting new approach to Duty Free shopping in NZ. Your account with Duty Free Stores New Zealand is still here and you can still access all of your existing orders.

I still need more information?

Simply email our friendly customer service team: service@aeliadutyfree.co.nz