Returns, Refunds and Exchanges

Lotte Duty Free will gladly refund your purchases whilst in our Stores and before leaving Australia. Due to Regulations it is not possible to exchange goods at on-Airport locations once taken past the Customs Border Control points on entry into Australia. 

For purchases of duty free goods that have not been taken past the Customs Border Control points, Lotte Duty Free will refund products that are damaged or faulty or where incorrect products are supplied within a reasonable time. All goods returned whether they are faulty or not must have proof of purchase. Subject to conditions we will either arrange for a replacement with an identical or comparable product/s, or issue a refund of the purchase price of the faulty/damaged product/s or repair the product/s. Returns will not be accepted if the damage to the product has subsequently been caused by an accident, or by neglect or misuse, by either yourself or a third party. Returns will not be accepted if the goods have been modified or tampered with in any way. Any refunds will not be processed until we receive the product/s in question from you. 

Should there be a concern with any of the duty free items you have purchased, please contact Lotte Duty Free Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia) or the Manager of the location to which you collected the item(s) and we will gladly assist in resolving your concern.