Frequently Asked Questions
Everything you need to know about shopping with Lotte Duty Free
How do I place an order for duty-free items?
You can browse products on our website and add them to your cart. During checkout, you must provide your passport information and flight details to confirm your eligibility for duty-free pricing.
Where do I pick up my purchased items?
Items purchased online can be collected at the designated Lotte Duty Free pick-up counters located at the airport after you pass through immigration and security.
What happens if my flight is canceled or changed?
If your flight schedule changes, please update your departure information in your account settings or contact our customer service. If your trip is canceled, we will process a full refund for your order.
Are there limits on how much I can buy?
Duty-free allowances vary by destination country. While we do not restrict the amount you purchase, you are responsible for any customs duties or taxes imposed by your arrival country if you exceed their limits.
Which payment methods are accepted?
We accept major credit cards (Visa, Mastercard, JCB), mobile payment solutions like Alipay and WeChat Pay, and Lotte L.Points.
Can I return or exchange items after pick-up?
Returns are generally accepted within 30 days of pick-up provided the items are unopened and in original condition. Please note that certain categories like food and cosmetics may have stricter return policies due to safety regulations.