Frequently Asked Questions
Everything you need to know about shopping with Lotte Duty Free
How do I place an order for duty-free items online?
You can shop online up to 30 days before your departure. Simply enter your flight details and passport information during checkout, and pick up your items at the designated airport pickup counter.
Where can I pick up my purchased items?
Items must be collected at the Lotte Duty Free pickup desk located in the departure area of the airport after you pass through immigration. Please bring your passport and exchange voucher.
What happens if I cancel or change my flight?
If your flight schedule changes, please update your departure information in your account settings at least 24 hours before your new flight. If you cancel your trip, you can request a full refund through our online customer center.
Are there limits to how much I can purchase?
Yes, duty-free purchases are subject to the customs allowance of your destination country. Please check the specific import limits for alcohol, tobacco, and perfume for your arrival location.
Can I return or exchange an item after pickup?
Returns are accepted within 15 days of pickup provided the items are unopened and in original condition. Exchanges must be processed via mail or at our physical duty-free locations depending on local customs regulations.
Which payment methods do you accept?
We accept major international credit cards (Visa, Mastercard, JCB), mobile payment platforms like Alipay and WeChat Pay, and Lotte L.POINTs.