All passengers travelling through the airport.

Simply browse the website, select your preferred articles and amazing offers, add them to your shopping cart; when checking out, tell us the date of your departure / arrival and select the most convenient pick-up point. One of our sales associate will be expecting your visit to process your order.

Yes you can cancel your order; log in to your account and change the status of your order any time before your flight departure / arrival. There is no mandatory transaction. If you decide to proceed with the purchase, the transaction is only concluded after picking up the goods in the selected pick-up point, located in the airport chosen.

You do not need to register to browse our website and consult our product information. However, you will need to register to place a pre-order. Duty free shopping is only available for travellers; due to the duty free regulation, it is mandatory that we get your flight information.

We need to know when you will be departing / arriving to manage your order accordingly; making sure your goods are ready and available for you to purchase.

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

Yes, except for alcohol and tobacco products.

You can place your pre-order no earlier than 30 days and no later than 48hrs prior to your flight.

There is no limit to your pre-orders, you should however keep in mind the allowance limits as specified here. Note that you may have to pay the additional duty and tax differences if you exceed those limits.

You can cancel an order, but you cannot modify it. To cancel, you just need to access your account by logging in. But you cannot modify a reservation; you would need to cancel it and place a new order.

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

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.

You can subscribe to our newsletter by either providing Big Five Duty Free with authorisation during the registration process or after, by accessing your personal account settings or by filling in our Newsletter Subscription forms.

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

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

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

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

The payment is due in store at the airport, when you pick-up your pre-order.

No extra fees shall be applied to online prices.

All standard payment methods are accepted.

No extra fees shall be applied to online prices.

Yes, prices are susceptible to change depending on our partners’ price policies.

Your pre-ordered goods will be packed and ready for collection at the pick-up point you selected when placing the order online. All details are available on our website.

You are welcome to add or remove any goods from your basket before proceeding to the payment.

Nothing, as specified in this FAQ – the pre-ordering is not a binding transaction. If you do not pick-up your goods on the date of your flight (till 24hrs after your flight departure) it will simply be cancelled without any additional fees or consequences.

The customer needs to justify their identify when picking up the goods to comply with airport shopping regulations.

The return policy applies equally to online or in-store purchases. Please contact our customer service representative.

Returns or exchanges can be made up to 60 days after purchase at the airport; Please contact our customer service representative. 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.