- Discover Click & Collect by Air France Duty Free -
Online Order is now availaible on AirFrance flights*!
Do not weist time at the airport and buy your product on Air France dutyfree website. You will be delivered on board.
How does it work ?
1/ Choose your products,
2/ Pay online,
3/ Collect your order directly during your trip
In addition ?
Enjoy 10% OFF with the code AFDUTYFREE by choosing this type of delivery.
FAQ - CLICK & COLLECT
1/ MY ORDER
a/ How do I place my order ?
Step 1 : My cart:
Select your items and confirm your cart
Step 2 : Informations :
Enter your flight informations
Step 3 : Facturation :
Enter billing details
Step 4 : Order summary:
See a summary of your order
Step 5 : Payment :
Click to choose your payment method
Step 6 : Confirmation :
You will receive confirmation of your order and this will be the proof of purchase that you must present to the crew on board the aircraft in order to retrieve your products during your flight.
b/ How many product can I order?
You can order up to 4 of the same product and up to 10 items in all per flight in compliance with the customs regulations in your destination country.
For tobacco, the limit is 1 product per passenger and per flight depending on the customs regulations in force in your destination country.
c/ For how long prior to my flight can I place an order ?
Orders for flights departing from Paris Roissy and Paris Orly must be placed at least 3 days (72 hours) before the date of your flight.
Orders for flights arriving at Paris Roissy and Paris Orly must be placed at least 5 days (120 hours) before the date of your flight.
d/ For which flitghs can I place order ?
Air France Duty Free enables you to order duty-free goods before flights departing from and arriving at Paris CDG – Paris Orly.
These flights are long-haul flights as well as 12 medium haul destinations : Alger, Amman, Casablanca, Yerevan, Kiev, Marrakech, Moscow, Oran Rabat, St Petersburg, Tbilisi, Tel Aviv.
a/ When do I pay for my order?
Payment is made at the time of placing the order on the website. The website is a secure site. You can pay by bank card directly on the secure Ingenico ePayments site.
b/ What are the accepted means of payment?
--> The bank cards accepted are AMEX, Carte Bleue, JCB, Mastercard and Visa
2/ PICK MY ORDER
a/ How do I pick my order on board ?
Bring your order confirmation to the Air France CC (Cabin Crew) staff when sales are opened at the rear of the aircraft. At the time of delivery, CC staff will check your identity and have you sign a delivery slip. CC staff will then give you your sealed order.
b/ I change - cancel - miss my flight, what happens ?
If your flight is cancelled or changed, your order cannot be loaded on board your aircraft and it will be automatically cancelled. When your order is cancelled you will be automatically refunded within the times applied by your bank.
If you miss your flight, your order will not be delivered and will be cancelled. Failure to deliver and cancellation of your order result in it being automatically refunded within the times applied by your bank.
If you change the date of your flight, you must email Customer Service at the address firstname.lastname@example.org this service will change the date of delivery.
3/ AFTER SALES SERVICES
a/ Can I claim a refund if I am not satisfied with the product ?
An Order can be cancelled, exchanged or returned within a period of 14 days from the date of delivery (article L221-1) on condition the product has not been opened and used. The delivery date is the date of the flight entered in the order.
To exercise your right of withdrawal, you must first contact Customer service at the address email@example.com will validate and facilitate the return.
The order must be returned no later than 14 days of sending the notification of your intention to exercise your right of withdrawal.
The Customer will be refunded by a credit transfer in euros within 1 month following receipt of the products by Air France Duty Free, as when the Customer exercises his/her right of withdrawal and within the times applied by your bank.
The right of withdrawal is also exercised from the time the order is placed and before logistical processing.
In this case, you must first contact Customer service by email to cancel your order. You will be refunded by a credit transfer in euros within the times applied by your bank.
b/ What guarantee applies to the products purchased on board ?
The items purchased on board are guaranteed for one year from the date of purchase, only in the case of a proven manufacturing defect or improper functioning attributable to the manufacturer. If the product purchased meets one of these criteria, you can return it to our customer service in its original packaging, accompanied by the invoice and the guarantee slip.
c/ The goods received do not correspond to your order ?
It is incumbent on the Customer to check that the Products and quantities delivered comply with the order delivered on the flight. If a Product is defective, do not correspond to your order or missing, you must report this within 24 hours following the delivery to Customer service by email
d/ Who pays product return costs?
Product return costs are at the expense of the Customer. The Customer is responsible for product return carriage costs.
e/ How to contact Customer service?
By email : firstname.lastname@example.org
By phone : +331 34 29 69 17 Monday to Friday, 9 am to 4 pm, Paris time
By post : DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE CEDEX – France
*Click & Collect Sales is available on long-haul destinations and 14 medium-haul destinations: Algiers, Amman, Casablanca, Yerevan, Kiev, Marrakech, Moscow, Oran, Rabat, St Petersburg, Tbilisi, Tel Aviv and Tunis.