Frequently Asked Questions
Everything you need to know about your luxury duty-free experience.
How do I collect my duty-free purchases?
After completing your online order, you can collect your items at the designated pick-up desk located in the airport departure area. Please ensure you have your passport, boarding pass, and order exchange voucher ready for verification.
What are the purchase limits for duty-free shopping?
Duty-free allowances vary by your destination country's customs regulations. We recommend checking the specific import limits for alcohol, tobacco, and luxury goods for your arrival country to avoid additional taxes or confiscation.
When is the latest I can place an order before my flight?
Online orders must typically be placed at least 3 to 5 hours before your flight departure for airport pick-up. For some locations, orders can be placed up to 30 days in advance.
Are the products sold on Lotte Duty Free authentic?
Yes, we guarantee that all products sold through Lotte Duty Free are 100% authentic and sourced directly from the brands or their authorized global distributors.
Can I cancel or change my order after it has been placed?
Orders can be cancelled or modified through our website or mobile app up until the 'Preparing for Delivery' stage. Once the items are sent to the airport pick-up desk, you must visit the desk in person to process a cancellation.
What payment methods do you accept?
We accept major international credit cards (Visa, Mastercard, AMEX), as well as digital payment platforms including Alipay, WeChat Pay, and L.PAY.