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FAQ

ABOUT DUTY FREE ORDERS

 

  •          What is a Duty Free order?

It is an order for the Duty Free product(s) placed on the site https://dutyfree.airfrance.com/ and that will be delivered directly to you on the flight operated by Air France.

  •          How does it work?

You place your order on the site https://dutyfree.airfrance.com/ by filling in your flight number, departure and arrival points, the date of departure and the additional information related to your flight (reservation number, class).

Your order will be prepared by our teams and put on the trolley on the flight concerned.

During your flight, you must present your invoice to the Air France flight crew. You will need to sign a delivery confirmation and then you will be given your order.

  •          What are the advantages of ordering before your flight?

You can prepare the order in the comfort of your own home. Your order will be waiting for you on board. You have a wider range of products on offer than that available on board and you can benefit from an exceptional reduction of -10% when you enter the AFDUTYFREE code on the totality of your order (excluding tobacco).

  •          Are there any special conditions required to order?

You must travel on a flight operated by Air France offering in-flight sales (long-haul destinations and medium-haul destinations that offer in-flight sales to: Algiers, Amman, Casablanca, Yerevan, Kiev, Marrakech, Moscow, Oran, Rabat, St Petersburg, Tbilisi, Tel Aviv and Tunis). The deadline for ordering for a flight departing from Paris Roissy and Paris Orly is 3 days (72 hours) before the date of your flight and 5 days (120 hours) before the date of a flight arriving in Paris Roissy and Paris Orly. You must present your invoice and confirm your identity so the crew can give you your order on board.

  •          What is the meaning of the term "Duty Free"?

The term "duty free" refers to any goods free of the tax to which they are usually subject. So a consumer buying goods "duty free" does not pay the tax that is usually attributed to the purchase.

  •          Who can benefit from "duty free” prices?

Only passengers travelling outside the EU or to French overseas possessions (DOM-TOM) can benefit from duty free prices. When you buy a product on our site or on board an Air France flight offering in-flight sales, no formalities are required, the tax deduction is automatic.

  •          What does the term “Travel Exclusive” mean?

"Travel Exclusive" refers to the products that are available only in points of sale in areas outside customs (aircraft and airports).

 

PLACING AN ORDER

  •          How to place an Order?

Browse through our catalogue of products and select your favourite ones.

Fill out the information on your flight to have your order delivered.

Fill in the AFDUTYFREE code to benefit from a reduction of 10%.

Pay for your order.

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.

  •          What date must I enter for my booking?

You must enter the date indicated on your booking, regardless of the time difference and the country you are leaving from.

  •          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.

  •          How many products 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.

  •          What is the maximum amount authorised per order?

The maximum amount authorised per order is that corresponding to the limit of your means of payment and bank card.

  •          How can I cancel my order?

If you want to cancel your order, you must contact Customer service by email at the address relationclient@dutyfly.com and this service will refund you depending on your bank's credit transfer times.

  •          How can I change my order?

If you want to change your order, you must contact Customer service by email at the address relationclient@dutyfly.com and this service will cancel your order enabling you to place a new order. Orders cancelled are fully reimbursed.

  •          Will I get confirmation?

You will receive order and payment confirmation within 2 hours after placing your order. If you do not receive confirmation, please check the email address entered and your spam folder. If you still have no trace of your confirmation, we would ask you to contact Customer Service at the address relationclient@dutyfly.com.

An email will be sent to you when preparing the order for delivery on your flight.

  •          How do I benefit from the reductions?

Air France Duty Free offers you a 10% reduction when you use the in-flight delivery service. To benefit from this reduction just indicate the promo code AFDUTYFREE when validating your basket.

The special offers available during an Air France long-haul or medium-haul flights are not systematically offered on the site https://dutyfree.airfrance.com/.

Legislative provisions in force prevent any special offers with respect to tobacco sales.

  •          How do I pick up 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.

  •          For which flights can I place an 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 14 medium haul destinations (Algiers, Amman, Casablanca, Yerevan, Kiev, Marrakech, Moscow, Oran Rabat, St Petersburg, Tbilisi, Tel Aviv, Tunis).

  •          What happens if my flight is cancelled / changed?

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.

  •          What happens if I miss or change the date of my flight?

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 relationclient@dutyfly.comand this service will change the date of delivery.

  •          I cannot place my order. Why?

- You cannot find your flight number or destination: we would ask you to contact Customer Service at the address relationclient@dutyfly.com. Indeed, it may be that your flight is not eligible for orders. Only Air France flights offering in-flight sales are eligible for orders.

- Orders cannot be placed less than 3 days prior to the flight departing from Paris CDG/Orly. (72 hours)

- Orders cannot be placed less than 5 days prior to the flight returning to Paris CDG/Orly. (120 hours)

  •          What happens if I change my mind on board?

If you do not wish to retrieve your order, you must refuse the delivery by Air France CC staff. Only a total delivery can be refused. Non-delivery will result in an automatic refund on condition the products have not been opened.

Any product opened and used will not be eligible for a refund. Products are only refunded in compliance with the terms of the T&C and in the framework of the guarantee.

  •          What do I do if my order is not available during the flight?

There may be several reasons and cases of force majeure that are the cause of your order not being available during the flight. The reasons for an order being absent are mentioned in the T&C.

If your order is not available on board, it will be cancelled and you will be automatically refunded within the times applied by your bank. If your order is not on board the flight, no home deliveries will be carried out for customs reasons.

 

PRODUCTS AND STOCK

  •          How are the products sold on board selected?

The products selected include best-sellers, travel accessories and some exclusive duty free products.

The range of products available for sale is updated every month.

- Some items in the range may not be available to order for your flight's date.

- Price variations may also take place on a monthly basis. In this case, the applicable price will be the one in force at the time of payment.

  •          Is there a risk of unavailability when I place an order?

It may happen that a product becomes unavailable when preparing your order due to stock shortfalls. It will therefore not be available for order.

In this case, we would ask you to re-order later or to select similar products that are available on board.

  •          Can a product that I ordered on my flight be confiscated by customs on my return flight?

On flights into the European Union from countries outside the EU, the following duty-free purchases are possible:

-          1L of alcoholic beverages having alcohol volumes in excess of 22%

-          2L of alcoholic beverages having alcohol volumes that do not exceed 22%,

-          4L of wine and 16L of beer

-          200 Cigarettes,

-          100 Cigarillos

-          50 Cigars

-          €430 of other products

Any overrun must be declared at customs. Please check with the customs Service: www.douane.gouv.fr. If you have to change flights on your trip, liquids purchased on board an aircraft in the European Union must be placed by the seller in a sealed bag – along with the proof of purchase – until you reach your final destination. In all other cases, the liquids purchased will be removed.

  •          Does the reduction of 10% apply to my entire order?

The reduction applies to your entire order with the exception of products in the tobacco category and can be obtained by indicating the AFDUTYFREE promo code.

 

PRICES

  •          How are the savings made calculated?

The calculation of the savings made on the purchase of a product on board is based on the average of the prices usually found in France.

  •          The price of the product advertised on the web site is different from the one communicated on board?

The range of products available for sale is updated every month. Also between the date of your order and the date of your flight, price changes may have occurred. In this case, the applicable price will be the one in force at the time of payment.

 

PAYMENT

  •          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 

-          The bank cards accepted are AMEX, Carte Bleue, JCB, Mastercard and Visa

When picking up the goods, payment will already have been made and Air France CC staff have just to hand over your order to you.

  •          What are the accepted means of payment?

Authorised means of payment:  Visa, Mastercard, AMEX, JCB

Means of payment refused: prepaid gift cards, on line, debit, wallet cards, Nickel account card, Diners Club and Union Pay. 

  •          Is online payment secure?

Online payments are made on the secure Ingenico ePayments platform and the transaction is fully encrypted and secure, in accordance with the PCI DSS 3 standard.

Please note: Depending on the authentication, the organisation may need to contact you to identify supporting documents enabling your payment to be certified.

No data regarding the means of payment (Bank card No. or card verification code) is retained by Dutyfly Solutions.

  •          When will you be debited?

If you pay by bank card, the payment is debited according to the terms agreed upon with your bank: immediate or deferred debit. Your order will be prepared immediately and the delivery will be carried out during the flight indicated in your booking.

 

AFTER-SALES SERVICE

The after-sales service is managed only through the contact section of the website. Air France CC staff do not manage the after-sales service.

 

  •          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. The right of withdrawal is also exercised from the time the order is placed and before logistical processing. In this case, the order is simply cancelled. To cancel your order, you must first contact Customer service by email at the address relationclient@dutyfly.com. The order must be returned no later than 14 days of sending the notification of your intention to exercise your right of withdrawal. Similarly, to exercise your right of withdrawal, you must first contact Customer service at the address relationclient@dutyfly.comwho will validate and facilitate the return.

In order to facilitate the processing of the return and the related refund, any return must first be authorised in advance by Dutyfly Solutions. You will be sent a return number. Return costs will be at your expense. In addition, the products must be returned accompanied by a copy of the invoice issued by email and present in your order. The products may be exchanged or refunded. The products returned must not have suffered damage: full products in their original packaging and in perfect condition.

Return costs are at your expense and returns must be sent to the following address:

DUTYFLY SOLUTIONS – SAV Air France Duty Free

ZAC du Moulin

6 rue du meunier BP17014

95722 Roissy CDG Cedex

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 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 missing, you must report this within 24 hours following the delivery to Customer service by email at relationclient@dutyfly.com.

It is only by following these procedures that the Product can be speedily replaced. In the absence of a claim made under the above conditions, the Goods delivered will be deemed to be compliant and accepted by the Customer. Any complaint concerning Product delivery conditions must be emailed to relationclient@dutyfly.com without delay.

  •          You have accepted your order and a product is missing.

Check your delivery slip and compare the articles delivered with those listed on the delivery slip.

If one or more items listed on your delivery slip have not been delivered, you must contact Customer Service:

-          Either by email: relationclient@dutyfly.com

-          Or by phone at + 331 34 29 69 17 from Monday to Friday, from 9:00 a.m. to 4:00 p.m., Paris time

Specify the reference of your order and the item(s) missing.

The Customer Service will carry out the necessary investigations. If an item is missing, the Customer Service will refund this item. No item may be returned for customs reasons, only a refund may be made.

  •          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 at the following address:

DUTYFLY SOLUTIONS – Site AF DUTY FREE – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE – CEDEX – FRANCE.

  •          What is the procedure if the product I purchased is defective?

If the product you purchased is defective, we would ask you to return it to our Customer service in its original packaging, accompanied by the invoice and the guarantee slip at the following address:

DUTYFLY SOLUTIONS – Site AF DUTY FREE – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE CEDEX – FRANCE.

  •          Who pays product return costs?

Product return costs are at the expense of the Customer. The Customer is responsible for product return carriage costs. A return will only be accepted on condition that the product has not been opened and is in its original packaging.

If the product cannot be returned by post, the Customer may call on any carrier of his/her choice.

 

You have other questions.

For any other question concerning the After-Sales Service, you can contact Customer Service:

-          Either by email: relationclient@dutyfly.com

-          Or by phone at + 331 34 29 69 17 from Monday to Friday, from 9:00 a.m. to 4:00 p.m., Paris time

-          Or by post: DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE CEDEX – FRANCE