CUSTOMER SERVICE

Shop with Confidence

Our Customer Service team is here for you, both in-store and after-sales.

Want to inquire about a product in stock, give feedback about your shopping experience or need to speak to an advisor about an item you purchased? We are available from Monday to Friday 9am to 5pm; contact our Customer Service team today.

Phone: +1.877.253.3272

Email: cc.vancouver@dufry.com

Worldwide Guarantee

If the item you purchased is in the same new condition as sold, you can return it to us within 60 days from the date of purchase with a copy of your original receipt.

If the item you purchased from World Duty Free proves to have a manufacturing defect within 60 days from the date of purchase, we will gladly assist with product replacement with a copy of your original receipt. Should the defective product be repaired or replaced by the brand, the warranty or authentication card must be presented at the time of claim.

Terms and Conditions

Our return policy applies only to items returned within 60 days of purchase with a copy of the original receipt.

Please also note for hygiene and non-resale reasons, unless proven faulty, the following items are non-refundable:

  • Earrings
  • In-ear headphones
  • Goods which are not returned in the same new condition as sold
  • Personalized items, specially ordered items, or items that are altered or adjusted after the sale.

Returns

To arrange a return of your item, simply complete the Return Request Form and all the relevant sections and email it to our Customer Service Team (cc.vancouver@dufry.com) with a copy of the original receipt and credit card slip, if applicable. For damaged and faulty goods, if possible, please also attach a photo.

A member of our Customer Service team will follow up regarding next steps.

Postage

When returning the items, please ensure you send via a secure method of postage, which allows you to track your item while it is on its way to us. World Duty Free does not accept any responsibility for items that may have been mailed and not received.

World Duty Free will only reimburse the cost of shipping if the item you are returning has a proven manufacturing defect.

We will contact you once we have received the item to arrange your postage reimbursement in the scenario of returning a manufacture defective item.

Please note that this exclusion does not affect your statutory rights, nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant retailer at the relevant airport.

Should you request a refund via our return policy, World Duty Free reserves the right to decline and/or to request further information in order to confirm the claim.