RESERVE & COLLECT FAQS

1. Service

1. Who can use the Reserve and Collect Service at Hong Kong Duty Free at West Kowloon Station?

   All customers with valid Hong Kong High Speed Rail Ticket can use the Reserve and Collect preorder service and collect in our Duty Free stores for this service.

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2. How does the service work?

   Simply browse the website, select your preferred products and amazing offers, add them to your shopping cart; when checking out, select the pickup date , time and pick up points.

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3. Why my date of birth is necessary?

   Your age is mandatory for us to give our customers access to legally restricted categories such as alcohol and tobacco.

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4. Can I cancel my order?

   Please contact customer services to cancel the order.

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5. Can I use the Home Delivery service if I am of minor age?

   Yes, except for alcohol and tobacco products.

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2. My orders

1. How many orders can I make?

   There is no limit to your orders.

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2. Where can I track my order?

   You can follow up your orders accessing your online personal account.

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3. How can I be sure that I placed my order properly?

   Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

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3. Mailing List

1. How do I subscribe to Dufry newsletters?

   You can subscribe to our newsletter by either providing the Dufry group with authorization during the registration process or after, by accessing your personal account settings.

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2. Can you take me off your mailing list?

   You can uncheck this option by accessing your personal account settings.

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4. Password

1. What do I do if I’ve forgotten my password?

   You can ask for your password to be sent again by accessing your personal account settings.

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5. Personal Details

1. How can I change my personal details?

   You can change your personal data information by accessing your personal account settings.

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2. Are my personal details secure?

   Be reassured that your personal information is kept private and confidential. For more information, please read our Privacy policy.

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6. Payment and taxes

1. Which are the payment methods allowed?

   All standard payment methods are accepted.

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2. Do I pay any additional taxes on the prices visible on the website?

   No extra fees shall be applied to online prices.

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7. Exchange or return

1. How long do I have to make an exchange or return?

   Returns or exchanges can be made up to 60 days after purchase; Please refer to our customer service regulation. The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase..

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