Frequently Asked Questions
What is Duty Free?
Duty free is the system of retail outlets that are exempt from the payment of certain local or national taxes and duties, which allows to reduce the price of represented goods. According to Eurasian Customs Union Customs Code, goods cannot be imported to the domestic market and can be sold only to the customers, who are leaving the territory of Eurasian Customs Union (countries-members of EACU are Armenia, Belarus, Kazakhstan, Kyrgyzstan, Russia).
Who can buy the duty free goods?
To purchase items in Duty Free you, need to be a passenger departing abroad.
I have a transfer flight. Can I pick up my pre-order at the transfer airport?
According to Eurasian Customs Union Customs Code, goods cannot be imported to the domestic market and can be sold only to the customers, who are leaving the territory of Eurasian Customs Union (countries-members of EACU are Armenia, Belarus, Kazakhstan, Kyrgyzstan, Russia). So you can use our servise only in case your final destination is outside the Eurasian Customs Union.
How do I make a pre-order?
To make a pre-order at our website you need to select items from any category. Mydutyfree.net offers the most popular products from the duty free shops. To order the items you are interested in you need to select them to the Shopping cart. When you select and add all the products to the Shopping cart, you will see all the items with a total price. To pre-order products, click the "Continue" button, fill in the simple form with your flight details and your contacting information. You will receive an email letter with the information on your order and the link to confirm the relevance of the order. 24 hours before your flight you will receive an email, notifying the order. The employee of duty free will contact you if there are any further questions.
Can I buy something for my friends?
If your friends want to ask you to bring them something from duty-free, you can use our “shared shopping cart” feature. Invite a friend to add goods to your purchase, and tell him/her your order number. Your friend can choose products on mydutyfree.net, add them to the cart, select the “Add to friend's order“ option on the checkout page, and enter the number of your order along with his/hers name. Your will receive an e-mail with information about the added goods. You can pick up the shared order at MyDutyFree pickup point at the airport before your flight.
Do I need registration to make a pre-order?
You don’t need to register on mydutyfree.net to use the service. But if you register using your e-mail or login with your Facebook/Vkontakte account, you’ll be able to look through your previous pre-orders, cancel pre-orders you’ve made, create wishlists. Registration also simplifies pre-order making procedure.
Can I get other advantages?
You can also enjoy the advantages of our special offers. We do our best updating the range of arrivals, putting them in a separate category for your convenience.
How can I save my money?
Mydutyfree.net provides discounts up to 10% on all products displayed on the site (for special offers goods discounts are not cumulative).
Have DF any restrictions on goods import?
Kindly note that different countries have different restrictions on the import of various goods, so take them into consideration when making your order online. You may see the constraints of the different countries by following the link: http://www.worlddutyfree.com/information/customs-allowances.html
How can I receive my order?
You can pick up your order and pay for it at a special duty free spot at the airport. You can receive your order only if you are a passenger of an international flight, you’ve come to the airport and passed passport control.
At what airport can I pick up my order?
MyDutyFree service is available at international airports Kazan (Terminal 1A, Ufa (Terminal 2), Irkutsk (Internalional Fligts Terminal), Minsk and at Baku Heydar Aliyev airport. You can pick up your order if you departure from these airports.
Can I pay in cash?
In duty free stores we accept all major currencies: EUR, USD, RUB. Prices shown on this website may slightly differ from the actual prices in the duty free shop due to the fact that the exchange rate is constantly fluctuating, and the exchange rate of The Central Bank of the Russian Federation may differ from domestic rate of the shop. We apologize for this inconvenience.
What credit cards do you accept in Duty Free stores?
We accept all major credit cards: Visa, Master Card, Maestro. When paying for goods by bank card, the card will be charged with rouble equivalent of purchase.
What do I need to have with me to get my order at Duty Free pickup point?
You need to have an ID and your boarding pass.
How can I cancel my order?
You can use our customer service for this matter, just fill in the message form. You may also send an email to our support mail support@mydutyfree.net 2 hours before your flight.
How can I change something in my order, i.e. add or remove goods from my pre-order?
If you want to remove some goods from your order you can send an email with this updated information to our support mail 2 hours prior to your flight. If you want to add extra products to your pre-order list, simply select these products at our website and make another order, or contact us and we will help you change your order also 2 hours prior to your flight.
How do I return goods?
Concerning Return Policy please write to dtf-kazan@mail.ru.
All information is indicated on the receipt of the product you purchased.
***You should take into account the fact that the products featured at our site are in limited quantity in the warehouse and in the duty free shop, and some items may not be available when collecting the order.
If you pre-ordered less than one day prior to your flight, MyDutyFree may not be able to contact you and inform about the absence of a product.
In case of technical problems on the site please contact with our support team
support@mydutyfree.net