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FREQUENTLY ASKED QUESTIONS

If you have any queries, please refer to the list of Frequently Asked Questions below or you may contact us.

General Enquiries

1. How do I shop on www.caribbeanairlinesdutyfree.com?

Browse through the various products by clicking on any product category shown on the left of the home screen or search via the “Quick Find” bar at the top left of any page within www.caribbeanairlinesdutyfree.com, add the products you would like to purchase to your cart*,(what does this asterisk refer to check-out and make your payment through one of the credit card payment options available on www.caribbeanairlinesdutyfree.com.

  • Departure orders: proceed to the Caribbean Duty Free Store located at your departure terminal at least 60 minutes before your flight. Present your Collection Slip email (or display the Collection Slip via your mobile device), passport and boarding pass to collect your purchases.
  • Arrival orders: proceed to the Caribbean Duty Free Store after clearing immigration to collect your Alcohol or Beauty purchases.

* Please take note of your destination country’s security and customs allowances before you make a purchase.

2. Who can buy on www.caribbeanairlinesdutyfree.com?

All bona fide passengers traveling through Piarco International Airport may purchase on www.caribbeanairlinesdutyfree.com. However, you can only purchase alcohol products if you are 18 years old or above.

  • Departure orders: you must be departing from or transferring through Piarco International Airport on an international flight. Please take note of your destination country’s security and customs allowances before you make a purchase.
  • Arrival orders: you must be arriving at Piarco International Airport from an international flight. Please take note of Trinidad’s customs restrictions when pre-purchasing arrival orders.

3. What considerations should I make prior to my purchase?

Points to consider when making a purchase include: the customs allowances at your final port of call, country specific restrictions, and aviation security and/or biosecurity regulations. Different countries and territories have specific restrictions and regulations for Liquids, Aerosols and Gas (LAGs) and dutiable products. To avoid any inconveniences, please take note of any of such restrictions when making your purchase.

5. My friends and family are travelling with me, may I order using their Duty Free/Customs allowances?

No. Unfortunately, we will require every customer to purchase under their name as Customs allowances are non-transferable

6. When can I start shopping?

You can make your purchase 30 days prior to your flight, up to 2 hours before your flight’s departure from/into Piarco International Airport. You may also combine both your departure and arrival orders in one checkout, subject to the same timeframe.

Please note that the www.caribbeanairlinesdutyfree.com service is only able to cater to the following flight timings:

1.Departing flights (all product types): No timing restrictions

2.Arriving flights (Beauty & perfumes products): 0600-2359

3.Arriving flights (Wine & Spirits & Cigarettes & Chocolates): No timing restrictions

6.1.      Can I make purchases less than 2 hours before departure/arrival?

We are unable to accept orders online within 2 hours of your departure/arrival because time is needed to process your order. Orders can be placed directly at the duty free store at Piarco up to one (1) hour before departure or upon arrival

6.2.      How long will it take to process my order?

We will need at least 2 hours to process your order. We accept orders up to 2 weeks in advance of your flight’s departure/arrival and will have your order(s) awaiting your collection 2 hours before your departure time, or upon your arrival. You will receive an email notification when the transaction is completed.

6.3.      What if my flight details change?

1. Rescheduled flight timings (earlier or later) by airlines:

Our systems will be updated accordingly. Therefore, continue to check-in and enter the immigration area at the revised timing before proceeding to the Caribbean Duty Free Store at your departure terminal to collect your purchases.

2. Change in flight details (earlier or later) by customer:

If you have rescheduled your flight, please send us an email at customerservice@caribbeanairlinesdutyfree.com and include your order details and updated flight details.

3. Change in passenger name:

Unfortunately, we are unable to accommodate a change in passenger name. Should you (the purchaser) cancel your flight, you can cancel your order and we will refund the amount paid.

7. Liquids, Aerosols, and Gels (LAGs) Restrictions:

7.1.   What are LAGs?

LAGs include, but are not limited to, the following items:

  • Drinks, including water and juices,
  • Soups and sauces,
  • Perfumes and deodorants (liquid or liquid-solid mixture),
  • Creams, balms, lotions and oils,
  • Cosmetics such as mascara and lip gloss,
  • Pastes, including toothpaste,
  • Pressurized foams and sprays, including shaving foam, hairspray and spray deodorants,
  • Gels, including hair and shower gels,
  • Contact lens solution
  • Canned food with liquid content, and
  • Any other items of similar consistency.

 

7.2.   How will LAGs policy affect my shopping on www.caribbeanairlinesdutyfree.com?

LAGs policy would only affect your order if you are collecting your order on departure out of Piarco International Airport. For liquids, aerosols, and gels bought from www.caribbeanairlinesdutyfree.com or Piarco International Airport that are not more than 100ml each:

  • Your purchase will be placed in a transparent re-sealable plastic bag with a maximum capacity not exceeding 1-litre. Each passenger is allowed to carry only one transparent re-sealable plastic bag. These re-sealable bags will be provided by the retailers operating www.caribbeanairlinesdutyfree.comor in Piarco International Airport
  • For liquids, aerosols, and gels bought from www.caribbeanairlinesdutyfree.com or Piarco International Airport that are more than 100ml, our retailers will place your purchase in sealed tamper-evident bags (STEB), with the receipt clearly displayed in the sealed bags. You should only break or open your STEB after clearing immigration at your final destination country.
  • Chocolate, jewelry, watches, accessories and electronics products are not affected by LAGs restriction.

 

7.3.   Can I clear Trinidad and Tobago’s security screening with my www.caribbeanairlinesdutyfree.com purchase?

Yes! You may purchase LAGs from us and travel with confidence. Our retailers will pack and seal your orders in approved sealed tamper-evident bags (STEB) in accordance with international guidelines. This will ensure that your purchase will pass security regulations at the boarding gates in Trinidad and Tobago.

8. Pricing and Payment:

8.1. What currency am I charged in?

All our prices are in US dollars (USD) and your credit card will be charged in US dollars. For foreign credit card holders, your credit card provider will convert your payment based on the bank’s current exchange rates.

8.2. What payment modes does www.caribbeanairlinesdutyfree.com accept?

You can make payment for your www.caribbeanairlinesdutyfree.com purchases with the following credit cards:

  • Visa
  • MasterCard
  • American Express

9. Collection of the order:

9.1.   Where do I collect my order?

 

  • Departure orders: for collection of orders on departures, please proceed to the Caribbean Duty Free Store located in the duty free area. Some orders can be collected at the gate – please contact us for details
  • Arrival orders: for collection of orders on arrival, please proceed to the Caribbean Duty Free Store located on the left; just past immigration check point, to collect your purchased items:

 

9.2. What are the operating hours of the Caribbean Duty Free Store?

Our Caribbean Duty Free Store operates 24 hours daily.

9.3. What documentation do I need to collect my order at Caribbean Duty Free Store?

Please bring along:

  • Your Collection Slip email (or display the Collection Slip via your mobile device) for your order,
  • Passport, and
  • Boarding pass for identification purposes.
  • What about credit card verification is this necessary?

We are committed to making your purchase seamless and stress-free. However, passengers who are unable to produce the required photo identity and travel itinerary will be denied collection and a full refund will be processed at our discretion.

9.4. How far in advance of my departure flight can I collect my duty free order?

You must collect your order a minimun of 60 minutes to a maximum of 4 hours before departure of your flight.

9.5. Why do I have to collect 60 minutes before departure?

By collecting your order 60 minutes before departure, you can minimize the rush to the departure gate, thus giving yourself a stress-free experience at the airport.

9.6.   How long is the processing time at the Caribbean Duty Free Store?

It will take about 5 minutes for our Caribbean Duty Free Store to process your order after verification of your documents.

9.7. How do I know if my order is confirmed?

An email acknowledgement will be sent to your account upon confirmation of your order. It will contain your order details.

9.8.   What happens if I am unable to collect my order?

In the event you are unable to collect your order, we will initiate the no-show policy and process a refund for your uncollected purchases. (to where? and how long will it take)

9.9. Can I delegate a family member or partner to collect on my behalf?

No. Unfortunately, we are constrained by existing regulations and can only release the order to the passenger who has placed the order.

9.10.      Can my order be delivered to my home?

We are unable to accommodate local or overseas deliveries. Our products sold are tax and duty free and they have to be collected at the Caribbean Duty Free Store.

10. Exchanges and Returns

 

10.1.      What’s www.caribbeanairlinesdutyfree.com return policy?

If you are not satisfied with your purchase, you may request a full refund within 30 days of collection. Please indicate your order number and send your request to:

Products must be in its original condition, with all tags attached, and must be returned in the original undamaged box and/ or packaging. Once your request is processed, you will receive the refund via the same mode of payment you used to make the purchase.

10.2.      What if my item is damaged?

Please inform us via email at customerservice@caribbeanairlinesdutyfree.com, include your order details and we will get back to you as soon as possible.

11. Cancellation and Refund

11.1.      Can I cancel my order?

Please email us at customerservice@caribbeanairlinesdutyfree.com with your order details.

Alternatively, you may also request a full cancellation at our Caribbean Duty Free on the day of your departure or arrival.

11.2.      Can I get a refund if I used a promotional discount for my transaction?

If the promo code used entitles you to a discount with a minimum spend condition within a transaction, you can request for a partial refund at Caribbean Duty Free Store which will be processed as follows:

(a) If the net spend (after deducting the partial refund) is above the minimum spend stipulated for that particular promotion, the full value of the partial refund will be returned to you, the Customer;

(b) If the net spend falls below the minimum spend, in such a case, the discount value will be deducted from the partial refund.

12.   Privacy and Security

12.1.         How secure is to shop on www.caribbeanairlinesdutyfree.com?

The transmission of your personal information is encrypted when completing your online transaction to protect your personal information. Our servers are also protected by firewalls and access to information on these servers is restricted to authorized personnel only.

12.2.         How is my personal information used?

We may use your personal information for marketing purposes to provide you with the latest promotion details. Please refer to our Privacy Policy.