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FAQs

What credit cards are accepted?

Amex, Visa, MasterCard and Discover cards are accepted.

 Is there a maximum amount for reservation?

There is not a maximum amount for reservation but card payment on board is limited to $305 per passenger.


When will I receive my items?
The flight attendant will deliver the duty free purchase directly to your seat
on your flight. You will be asked to identify yourself.

In what currency will I be charged?
All credit card purchases are charged in US dollars. Your bank may charge you a
foreign merchant transaction fee at time of billing. Please contact your bank
for details. 

Will I have to confirm receipt of the merchandise?
The flight attendant will ask you to sign a receipt confirming that you received the product.

What if I receive the wrong product?
Return the product immediately to the flight attendant, and contact Duty Free Collection Customer Service immediately upon arrival at your destination.

From the United States (English and Spanish)

Email:  customerservice@dutyfreecollection.com
1-888-DUTYFREE (1-888-388-9373) Mon-Fri, 9:00 am to 4:30 pm EST

From Colombia (English and Spanish)

Email: servicioalclientebog@retaillatam.com

571-423-7770 extension 4366  Mon-Fri, 9:00 am to 4:00 pm

What is the return and refund policy?
We guarantee that every item is in good condition at the time of purchase. We will not accept liquids, gels and food products if they have been opened. Alcohol and cigarettes cannot be returned due to government regulations. If you are not satisfied, please return the item to us by registered post in its original condition and original packaging and accompanied by proof of purchase within 30 days of delivery, detailing the reason for return. We will refund the cost of the item to your credit card but will not refund or reimburse any postal, shipping or handling costs. All purchases using any form of vouchers are non-refundable and non-exchangeable. We will not entertain any returns or requests for refunds which do not comply with the above conditions.

How do I arrange a refund?
Please write to Customer Service at customerservice@dutyfreecollection.com to arrange for any returns/refunds.

Can I return the duty free item after I receive the item on board the aircraft?
Yes, you can return the product only on the flight where it was delivered and if the packaging is still intact.

Can I reserve liquids and/or gels?
There is no limit to the amount of liquid and gel you reserve if you are not connecting to another flight. And, there is no limit to the amount of liquid and gel you reserve if you have access to your checked baggage before you connect to another flight. If you are connecting, you are allowed to reserve 100ml of liquids and gels to a maximum of 1 litre. The packaging must fit in a 1 litre bag. If you have a connecting flight, please ensure you are aware of the country's securities regulations regarding the carrying of liquids and gels.

Can I reserve duty-free items if I do not have a trip booked with Avianca?
No, you cannot; duty free is delivered to your seat on the aircraft therefore you have to fly on an Avianca operated international flight to receive your pre order.

Can I reserve duty free items on an Avianca flight operated by an alliance partner?
Duty free items are only availablebe on flights operated by Avianca.

 


Inconsistency
This information is informative only and has no legal or binding effect. In the event of any conflict or inconsistency between the Conditions of Online Reservsation, and this Order FAQ, the Conditions of Online Reservation shall prevail.

We look forward to your reservation!