1.Services

1.1 Who can use the online booking service?

All passengers who are international passengers at Bogota's El Dorado Airport

1.2 How does the service work?

It's as simple as accessing the website, selecting your preferred items and adding them to the shopping cart. Once you have finished selecting your products, at checkout you will have to select the date and time of your flight and the most convenient pick-up point for you. Our team will notify you by email of the status of your order. On the day of your flight, you pay and pick up your reservation at the selected pick-up point.

1.3 Is registration required?

You do not need to register to browse our website and view information about our products. However, you will need to complete certain information if you wish to make an online reservation so that we can process your order.

1.4 Why is flight information necessary?

Duty free shopping is only available for international passengers. Due to duty free shopping regulations, we need to collect information about your flight. We need to know your departure/arrival date and time in order to process your order in a timely manner.

2.My orders

2.1 When can I book in advance?

You can make your reservation online between 30 days and 24 hours before your international flight.

2.2 How many reservations can I make?

There is no set limit for pre-orders, but you should be aware of the permitted limits specified on the website and be aware that you will likely have to pay any additional tax and duty differences if you exceed these limits.

2.3 Can I cancel the order?

Yes, you can cancel your order. There is no mandatory transaction. Please contact our Customer Service Department to request cancellation of your order. If you decide to continue with the reservation, the transaction will only be completed after you have paid for and collected the items at the selected pick-up point, located at the airport of your choice.

2.4 How can I be sure that I have placed my order correctly?

Once you have placed your order, you will receive a booking confirmation email. If you do not receive the booking confirmation email, please contact our Customer Service.

 2.5 How do I find out if there are updates to my reservation?

Our team will be sending you the corresponding notifications via the email you entered when making the reservation. If we do not have stock of a product, you will be notified via that channel.

3.Payment and Fees

3.1 When should I pay for my order?

Payment for the reservation is made in our stores when you pick up the reservation on the day of your international flight.

3.2 Can I pay in Colombian pesos?

Although the prices of our products are expressed in US dollars, at the time of payment, the conversion of US dollars to pesos is made. Said conversion will be made using the selling exchange rate of the Bank of the Republic of Colombia at the close of operations on the immediately preceding business day.

3.3 What payment methods are allowed?

We accept US dollars, euros, Colombian pesos, credit and debit cards.

3.4 What cards can I use to purchase?

We accept American Express, Mastercard, Visa and Diners Club credit cards. We also accept Maestro debit cards and Visa debit cards.

3.5 Can prices vary between the time the order is placed and the day the items are collected?

Yes, prices are subject to change depending on pricing policies. However, if the reservation was made correctly, the price on the invoice made on the day of the reservation will be respected.

4.At the airport

4.1 Where do I pick up my items?

Your online reservation will be ready for collection at the collection point in our stores that you selected when placing your order. More information at Collection Points, please check carefully the point where you choose to collect, we have points at international departures and arrivals.

4.2 How do I make a change or refund once I withdraw the reservation?

To carry out this process, please contact our Customer Service. The company reserves the right to refuse returns sent or notified after the return period limit, or to refuse items that are not in the same condition as at the time of purchase. See more information in Privacy Policy

4.3 Can I modify my online reservation at the airport?

You can add or remove items from your online reservation before making the payment. If you add products in the store, the exclusive discounts of the online channel will not be applied nor will the promotions applied on the day of the reservation be honored: The special offers, promotions or discounts announced on the website will be applicable only to the products that are reserved, on the dates indicated or while stocks last.

4.4 What happens if I don't pick up my order?

Nothing, as specified in this FAQ. Online booking is not a binding transaction. If you do not withdraw the reservation on the date of your flight (up to 72 hours after the departure of your flight), the order will simply be cancelled without any consequences or additional charges for you.

4.5 Can someone else pick up the order on my behalf?

The customer must prove his/her identity when picking up the reservation in order to comply with airport purchasing regulations.