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Terms & Conditions

JETSTAR DUTY FREE TERMS AND CONDITIONS

1. PROVISION OF DUTY FREE

Jetstar Duty Free On-board and Jetstar Duty Free Pre-order are provided by Alpha Flight Services Pty Ltd ABN 89 064 142 418.

2. AVAILABILITY OF DUTY FREE

2.1 Jetstar Pre-order

Pre-order of items is available to order at least 2 working days prior to Jetstar-operated international flights to and from Sydney, Melbourne, Cairns, Gold Coast (Coolangatta) and Brisbane (excluding flights between Cairns & Denpasar (Bali), between Australia & New Zealand, and between Australia & Fiji).

3. PAYMENT
Pre-order duty free items can be purchased on this website with a Credit Card or with PayPal. We accept Visa, MasterCard and AMEX. Purchases will be charged in Australian Dollars (A$). Purchases may not appear on your bank statement for approximately 30 days after your purchase was made. 

4. PRICING AND PRODUCTS

All 'recommended retail prices' are the price at which the product is generally available in Australia, and are correct at  April 2015 . Please note that illustrations do not necessarily show the actual size of the items. Prices are shown in Australian dollars (A$).

5. ALCOHOL ON-BOARD AND PRE-ORDER's

You must be over 18 years old to pre-order alcohol. If you pre-order alcohol, your age must be verified onboard and a flight attendant will ask to see your passport and boarding pass before delivering your duty free alcohol purchase. We are unable to deliver duty free alcohol without verifying your age. Please note that due to responsible service of alcohol requirements, duty free alcohol pre-orders cannot be consumed onboard.  

6. DUTY FREE ALLOWANCES AND SECURITY REQUIREMENTS FOR LIQUIDS, AEROSOLS AND GELS

Please note that duty free allowances differ between Countries. A guide to Australian duty free limitations can be found on the this website under 'Duty Free Limitations'. For full information about duty free concessions into Australia visit www.customs.gov.au.

For full security information regarding Liquids, Aerosols and Gels and transiting through Australia, please visit www.travelsecure.infrastructure.gov.au.  

It is your responsibility to ensure the products you pre-order meet all duty free allowances and security requirementsfor your planned trip. By completing pre-orders online it will be deemed that you have accepted all requirements, terms and conditions listed on this website. 

7. RECEIPT OF DUTY FREE PRE-ORDER ITEMS

To receive your duty free pre-order items on your flight, you will be required to bring a printed copy of your receipt of purchase on-board. You will receive this receipt via email, after you have placed your order online. If you forget to bring your receipt on-board, you will be asked to show your passport and boarding pass. Upon delivery of your pre-order, you will be required to sign the pre-order report as confirmation of receipt of the item(s).

8. CHANGES TO PRE-ORDER

Please contact the Jetstar Duty Free Customer Service team on 1800 013 639 or email  jqipreorder@alphaflight.com.au to change your pre-order. Changes to your pre-order are permitted prior to departure provided that you give a minimum of 2 working days notice of any changes. However, all changes will incur a 5% handling and processing fee of your total order. Changes to your pre-order requested with less than 2 working days prior notice to departure may result in cancellation of your pre-order. 

9. CANCELLATION OF YOUR PRE-ORDER

For cancellation of your pre-order please contact the Jetstar Duty Free Customer Service team by emailing jqipreorder@alphaflight.com.au. A cancellation fee of 5% of your total order will apply. This covers all handling and processing costs. In cases where your flight has been cancelled by Jetstar, we will refund you in full at no additional cost to you. 

10. FLIGHT CHANGES AND PRE-ORDER

In the event that you change your flight details after an order has been placed, you must contact the Jetstar Duty Free Customer Service team on 1800 013 639 or email jqipreorder@alphaflight.com.au to advise us of your new flight details. Flight changes will be treated in the same way as other changes to your pre-order and the above terms and conditions under the heading ‘Changing your pre-order’ will also apply to flight changes. Failure to notify us of flight changes will lead to non-delivery and cancellation or delivery charges. In cases where your flight details have been changed by Jetstar, we will fulfil your pre-order (time permitting) or refund you in full at no additional cost to you. 

11. PURCHASING ITEMS POST-FLIGHT / HOME DELIVERY

If you are not flying on an eligible international flight^ or you have missed out on pre-ordering your favourite item, we offer selected items (excluding alcohol and items marked Travel Exclusive) listed on the current Jetstar Duty Free website which are available to you via our home delivery service. Home delivery items are only available from the current catalogue and can only be delivered to customers residing within Australia.

Selected items (excluding alcohol and Travel Exclusives) are available to purchase at the adjusted price to include any applicable duty 5%, GST 10%, and a $A25 postage fee. As the items carried by Alpha Flight Services on behalf of Jetstar Duty Free are carried 'underbond', we are required by law and Australian Customs to apply duty, taxes and relevant bond fees to all 'underbond' items delivered post-flight. Please note that ‘bonded’ items will require an additional $A45 Australian Customs release fee. 

For Home Delivery enquiries please contact:

Jetstar Duty Free Customer Service
P.O Box 1006 Mascot, NSW 2020, Australia 
Monday to Friday 9am – 4pm AEST / AEDT
Phone 1800 013 639 within Australia 

^ An eligible international flight is a  Jetstar-operated international flights departing Sydney, Melbourne, Cairns, Gold Coast (Coolangatta) and Brisbane (excluding flights between Cairns & Denpasar (Bali), between Australia & New Zealand, and between Australia & Fiji). 

11.1 Home Delivery of Pre-order items

If you place a pre-order online and do not show for your flight, a refund will be offered minus the 5% handling fee of total order upon contacting the Jetstar Duty Free Customer Service team. Postage charges will also apply to home delivery of Pre-order items. Please contact the Jetstar Duty Free Customer Service team to find out what additional fees and charges may apply. 

12. RETURNS, REFUNDS AND EXCHANGES

Jetstar Duty Free purchases come with a ‘money back’ guarantee. All products, except where required by law, must be returned: 

-Within 28 days of purchase with proof of purchase, unused, undamaged and with the original wrapping. 

Where applicable, please direct returns to Jetstar Duty Free Customer Service 

Jetstar Duty Free Customer Service

P.O Box 1006 Mascot, NSW 2020, Australia 

If you change your mind, return postage of unwanted products is at your own cost and will not be reimbursed by Jetstar or Alpha Flight Services. If you request an exchange; then duty, taxes and a A$25 handling fee will apply. 

For faulty products, we will happily organise a refund (in the form of your initial payment method) or a replacement, in which case we will pay all duty, taxes and postage.  

Please note that it is your responsibility to ensure that returned products are adequately packaged to prevent damage during transit. Make sure to retain your proof of purchase for postage as Alpha Flight Services cannot accept responsibility for any items that are lost in transit. 


13. WARRANTY OF PRODUCTS

All products are covered by a minimum one year warranty from date of purchase. Receipt must be shown as proof of purchase. 


14. YOUR DUTY FREE ALLOWANCES
COUNTRY ALCOHOL PERFUMES
Australia 2.25 Litres A$900 limit on all other goods
China 2 Litres Reasonable quantity
Fiji 2.25 Litres Reasonable quantity
Hong Kong 1 Litre 250 EDT
Indonesia 1 Litre Reasonable quantity
Japan 2.25 Litres 2oz or 60g of perfumes
New Zealand 1.125 Litres Reasonable quantity
Philippines 2 Litres Reasonable quantity
Singapore 1 Litre Reasonable quantity
Thailand 1 Litre Reasonable quantity
USA 1 Litre US$400 limit
Vietnam   1.5 Litres Reasonable quantity

The list above is a guide only and does not provide complete information for each country listed. Amounts shown per passenger are correct at September 2014 but are subject to change without notice. Passengers should make their own enquiries as to the applicable duty free allowances in their country of destination. Please note that passengers under the age 18 years (21 years for USA), are not entitled to an alcohol allowance and must show proof of age identification on board. Some beauty products exceed 100ml, and all liquor items are 700ml or over. If you are transiting into Australia, then your liquid purchases will now need to be packed into a Secure Tamper Evident Bag - STEB. Please ask your flight attendant for one. Present this, along with your proof of purchase for security screening on arrival at your gateway airport.

For full information about duty free concessions into Australia visit www.customs.gov.au.

For full security information regarding Liquids, Aerosols and Gels and transiting through Australia, please visit www.travelsecure.infrastructure.gov.au.  

 15. LIMITATION OF LIABILITY

The information contained on this site is provided in good faith. To the best of our knowledge, the information is accurate and current. However, Alpha Flight Services Pty Ltd ABN 89 064 142 418 (“Alpha”), Jetstar and their related bodies corporate (as defined in the Corporations Act 2001), any of their directors, officers, employees, consultants or shareholders do not make any warranty as to the accuracy or completeness of the information on this site or that any of the products will meet your requirements. To the fullest extent permitted by law, Alpha and Jetstar exclude all warranties implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose and non-infringement.

Any liability of Alpha, Jetstar or their related bodies corporate (as defined in the Corporations Act 2001) in connection with this site and any goods supplied to you will, to the maximum extent permitted by law, at our election, be limited to: (i) the replacement of the goods or the supply of equivalent goods; or (ii) the payment of the cost of replacing the goods or of acquiring equivalent goods. Age recommendations for toys shown are supplied by the manufacturer or supplier and are not the responsibility of Alpha Flight Services or Jetstar.