REFUNDS & RETURNS
Refunds & Returns - Shop with Confidence
We want you to be 100% satisfied with purchases you make with us, but we know that you may change your mind or that sometimes things can go wrong. This is why we offer the opportunity for you to return your item to us from anywhere in the world as part of our unique Returns Offer.
Have you changed your mind or bought the wrong item?
If you decide that the item you purchased isn't for you, our Returns Offer means you can send the item back to us.
If the items are in the same, unused condition as sold, you can return them to us within 60 days of the date of your purchase with a copy of your proof of purchase to either exchange it for another item (stock dependent), or receive a full refund.
Has something gone wrong?
If your item has developed a fault, we are able to offer a full refund, a replacement or an exchange for another item (stock dependent) within one year of the date of purchase. As long as you can provide us with a copy of your proof of purchase, we can help you.
How do I return?
Complete the RETURNS FORM and attach a copy of your receipt.
Send us your unwanted or faulty item to the address to:
WDFG Customer Support
1215 Windsor Road
Please note that the Returns Offer does not apply to (and therefore no refunds, exchanges or otherwise are or will be available for – unless faulty) the following:
- Goods that are not returned in the same condition as sold
- All Liquor and Tobacco
- Pharmaceutical products
- In-ear headphones
- Perishable goods (including food)
- Swimwear and underwear
- Bespoke or specially ordered items, personalised items, or items altered / adjusted after the sale
- Motoring products purchased in a World Duty Free store on a P&O Ferry
- Any other products designated as non-refundable at the time of purchase
What can I do if I cannot find my receipt?
Don't worry, we are able to locate your receipt from our system providing you note down the following information on your returns form:
- Date of transactions
- Item(s) of concern
- Total amount of transaction GBP
- Payment type of transaction
- Last four digits of card number (if applicable)
Returns from within the UK
We recommend that if you are posting from within the UK and, your item was over £30 that you return it to us using Royal Mail Special Delivery service. If the item was under £30, we recommend you use the Royal Mail Recorded Delivery service. This means that you are able to track the item during its journey to us.
Returns from outside of the UK
If you live outside of the United Kingdom, please send the item using a recorded method of postage, so that you can track this item whilst it is on our way to us.
Once our Customer Service team receive your item, they will make contact with you via email within 4 working days to discuss next steps.
Please note all high value items costing £2,000.00 or more will take a little longer to process. This can take up to 30 days from the date the team receive the item, to provide an adequate period of time to authenticate the product.
Please note that we are unable to refund these postage costs unless the item is faulty. We will contact you once we have received the item to discuss this. World Duty Free are not liable to pay the duty and associated import taxes on the item/s returned – unless faulty.
Get in touch
If you have any further queries or wish to speak to an advisor, please call the Customer Support Team who will be more than happy to clarify anything for you.
Terms and Conditions of the Returns Offer
The Returns Offer applies to purchases in the UK, Jersey & France (Eurotunnel) from stores operated by WDFG UK Ltd, these include the following: World Duty Free, Biza Tax & Duty Free, Alpha Airport Shopping, Glorious Britain, World of Whiskies, Collection, Beauty Studio, Sunglasses, Sunglasses Boutique, MAC, Jo Malone, Bobbi Brown, Bulgari, Hermes and purchases made in our stores on P&O Ferries operated by WDFG Ferries Limited.
Please note that the 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. WDFG UK Ltd does not accept any responsibility for items posted but not received by us.
If 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.