CUSTOMER SERVICE

Shop with Confidence

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

Want to enquire 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@wdfg.com

Worldwide Money Back Guarantee

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

If the item you purchased from World Duty Free proves to have a manufacturing defect within one year of the original purchase, we will offer a full refund or a replacement item, providing you present a copy of your proof of purchase.

Terms and Conditions

Our Money Back Guarantee returns offer applies only to items returned within 60 days of purchase with a copy of the original receipt, and goods purchased within the first year which have a manufacturing defect.

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 condition as sold
  • Bespoke or specially ordered items, personalized 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@wdfg.com) with a copy of your proof of purchase (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 the 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 but were not received.

World Duty Free Group will only refund postage if the item you are returning has a manufacturing defect, however courier service fees will not be refunded.

We will contact you once we have received the item to arrange your postage refund in the scenario of returning an item with manufacturing defect.

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 returns offer, we reserve the right to refuse such a request and/or to request further information in order to establish the validity of the claim.