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What if I miss my flight, or my flight is cancelled?

If you miss your Flight
If you place a pre-order online and do not show for your flight, a refund will be offered minus a 5% (of your total order) handling fee upon contacting the Jetstar Duty Free Customer Service team on 1800 013 639 within Australia. If you would still like your Pre-order items sent to you, we are required by law to apply duty, taxes and relevant bond fees to all items delivered post-flight. Postage charges will also apply to purchases made after your flight. If you do not receive your pre-order due to a delay or cancellation in flight, we will refund you in full at no additional cost to you.

Selected items (excluding alcohol and Travel Exclusives) are available to purchase at an 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. 

Cancellation of your Flight
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.

Changes to your Flight
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 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. 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.