Lotte Duty Free - Frequently Asked Questions
Everything you need to know about duty-free shopping, collection, and orders.
How do I collect my duty-free purchases?
After completing your online purchase, you can collect your items at the designated Lotte Duty Free pick-up desk at the airport. You must present your passport, boarding pass, and the exchange voucher (mobile or print) at least 1-2 hours before your flight departure.
Can I shop duty-free if I am not traveling abroad?
Duty-free shopping is exclusively available to international travelers with a valid passport and confirmed flight details. However, we do offer a curated 'Lotte Duty Free Global' selection that can be shipped directly to your home in certain regions, subject to local import taxes.
What is the deadline for placing an online order before my flight?
For most international airports, orders must be placed at least 3 to 24 hours before your flight departure, depending on the specific pick-up location and product category. Please check your specific airport's cutoff time during checkout.
Are the products sold on Lotte Duty Free authentic?
Yes, Lotte Duty Free is an authorized retailer for all brands listed on our platform. We guarantee 100% authenticity for all luxury goods, cosmetics, electronics, and liquor, sourced directly from the manufacturers.
What happens if I miss my flight or cancel my trip?
If you are unable to collect your items due to a flight cancellation or change, you can request a full refund through our customer service center. Please note that items not collected within 30 days of the scheduled departure date will be automatically cancelled and refunded.
What payment methods are accepted?
We accept a wide range of payment methods including major international credit cards (Visa, Mastercard, AMEX), mobile wallets like Alipay and WeChat Pay, and L.POINT for members.