Frequently Asked Questions
Find answers to common questions about our reserve & collect service
How does Shop Before You Fly work?
Browse our online catalog, add items to your cart, and place your reservation. Your items will be prepared and ready for collection at our airport shop after you pass through security. Simply present your confirmation and pay at the time of collection.
When do I pay for my order?
You pay when you collect your items at the airport. No payment is required at the time of reservation — you only pay once you've seen your items and are ready to take them.
How far in advance should I order?
We recommend placing your reservation at least 4 hours before your flight departure time to ensure your items are prepared and ready for collection. For busy travel periods, earlier reservations are recommended.
What payment methods are accepted?
We accept all major credit cards (Visa, Mastercard, American Express), debit cards, and cash at our airport locations. Payment options may vary by location.
Can I cancel or modify my order?
Yes, you can cancel or modify your reservation at any time before collection. Simply log into your account or contact our customer service team. Uncollected orders are automatically cancelled with no penalty.
What happens if a product is out of stock?
While we make every effort to ensure product availability, reservations are subject to stock levels at the time of collection. If an item is unavailable, our staff will offer alternatives or remove the item from your order.
Where do I collect my order?
Your order will be available at the designated collection point shown in your confirmation email. This is typically located in the duty-free shopping area after you pass through airport security.
Do I need to show ID when collecting?
Yes, please bring a valid photo ID and your boarding pass. For age-restricted products like alcohol, you must meet the minimum age requirements.