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Voyage Duty Free: Terms & Conditions

These Terms and Conditions govern your use of the Voyage Duty Free website and your purchases from our stores at Dunedin and Hamilton Airports. By accessing, browsing, shopping, or using any services on this website, you agree to these terms.

General

  • These terms are governed by New Zealand law.
  • We may change these terms at any time without notice. It's your responsibility to review any updates.
  • You agree not to use this website for any unlawful purpose, to transmit viruses, or to interfere with the site's operation.

Purchasing Duty Free Goods

  • To purchase duty-free goods, you must be traveling internationally, departing from or arriving at Hamilton Airport or Dunedin Airport.
  • Placing an order is your agreement to buy the product(s) at the stated price and to collect them from your nominated airport.
  • You must provide accurate contact, flight, and travel details, including your collection date and location. We cannot process orders without this information.
  • The online purchaser must be the traveler collecting the goods. You will need to show your ID (passport) and boarding pass/travel itinerary when collecting your order.
  • If your flight is diverted, you must request Customs to stamp your docket when you arrive in New Zealand for courier delivery within New Zealand. Without a stamped Customs docket we cannot release your duty free goods to you and you will be provided with a full refund.
  • If there's a mistake with your order (incomplete or not at the collection location at the specified time), you'll receive a full refund for any items not supplied.
  • It's your responsibility to know the duty-free allowances and security restrictions on liquids for the countries you are entering.
  • For liquor purchases, you must be 18 years or over. We will check ID upon collection, and if you cannot provide proof of age, a refund will be issued instead.

Prices and Payment

  • All prices are in New Zealand Dollars and may change without notice.
  • While we strive for accuracy, errors can occur. If a pricing error happens, we reserve the right to cancel your purchase.
  • Once an order is confirmed, no changes can be made due to security regulations. Contact Customer Service for assistance with changes.
  • Payment must be made in full by valid credit card (Visa, Mastercard, American Express) or bank transfer before your order can be processed or collected.

Collection

  • Products must be collected at the nominated collection point specified on your order confirmation.
  • On departure: Collect goods before boarding your flight.
  • On arrival: Collect goods from our arrival store (Dunedin) or collection booth (Hamilton. Both are located after New Zealand Customs.
  • You must present a printed or electronic copy of your purchase receipt, passport identification, and boarding pass/travel itinerary to collect your order.
  • Inspect your product(s) immediately upon collection and notify staff of any discrepancies.
  • We are responsible for loss or damage only until the point of collection.

Travel Delays or Changes

  • It is your responsibility to contact Voyage Duty Free if your travel details (date, time, airline) change.
  • We are not responsible if your order is unavailable for pick-up due to incorrectly entered passenger or flight details.

Order Rejection and Cancellation

  • Voyage Duty Free may reject or cancel any order at our discretion, including for:
    • Cancelled or dishonoured credit card payments.
    • The passenger not meeting Customs requirements (concession or age).
    • Website errors (e.g., incorrect prices, descriptions).
  • If we cancel your order, the purchase price will be refunded, and we will notify you by email or phone.
  • To cancel an order yourself, contact our Customer Service Team.

Refunds/Returns

  • We offer refunds for changes to travel plans, uncollected orders, incorrect products supplied, or damaged/faulty items.
  • Proof of purchase (receipt or online order reference number) is required for all refunds.
  • Refunds will be made to the original payment card.
  • We will replace, refund, or repair faulty/damaged products, provided the damage wasn't caused by misuse, neglect, or modification by you or a third party.
  • Returned items must be complete with all accessories.
  • Refunds will be processed once we receive the returned product(s).
  • Your rights under the New Zealand Consumer Guarantees Act 1993 are upheld.

Privacy

  • Your personal information is for Voyage Duty Free's exclusive use and will not be shared with other organizations.
  • You may receive order confirmations and promotional messages from us.
  • We do not store your credit card details; we use Stripe as our payment processor and they may offer to store your credit card details for any future purchases.
  • We use Google Analytics to improve our website. By using our site, you agree to this data collection. Refer to our full Privacy Policy for more details.