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Delivery

Delivery methods

Where can I have the order delivered to?

Two delivery methods are proposed, depending on the flight information provided: pick-up at the airport upon departure and home delivery. These delivery methods are available for all passengers on flights departing or arriving at Charleroi Airport. Don’t forget your order confirmation and your ID card to collect your parcel.

Who delivers the package?

Delivery upon departure and arrival is ensured in our shops by International Duty Free teams. Home deliveries are ensured by Bpost.

Where can I collect my order and what do I need to bring to receive my order?

If you choose pick-up at departure: Terminal 1: you can pick up your order at the “Click & Collect” cash register in the Walkthrough shop of Terminal 1, located after the security check. Terminal 2: you can pick up your order at the “Click & Collect” cash register in the Walkthrough shop of Terminal 2, located after the security check. If you choose home delivery: Your order will be directly delivered to your home. Note that your address must be located in Belgium.

When will my order be delivered?

If you choose to pick up your order at the airport before your departure, your order will be ready for collection on the flight date provided when placing the order. Home deliveries happen from Tuesday to Saturday included, at the latest 72 hours after your date of departure or arrival. If no one is present when the delivery agent comes to deliver your order, he will drop off your order at a Bpost pick-up point close to you and leave a delivery slip in your mailbox. Your order will then be available for 14 days at this pick-up point.

My plane is late or cancelled. What should I do?

If your plane is delayed or cancelled or if you were not able to pick up your order on the date provided, please, send us an email as soon as possible at the following address: pickupdate@idfgroup.be.

What happens if I was not able to collect my order on the flight date provided?

If you choose to collect your order at your departure, your order will be automatically cancelled and you will be refunded without undue delay. If you choose to have you order delivered at home and no one is present when the delivery agent comes to deliver your order, he will drop off your order at a Bpost pick-up point close to you and leave a delivery slip in your mailbox. Your order will then be available for 14 days at this pick-up point.

Can I open my order which is packed in a sealed bag if I choose delivery at departure?

For security reasons and requirements, your order will be delivered in a sealed bag. International Duty Free strongly advises you not to open the sealed bag before arriving at your final destination. However, if you wish to open your sealed bag, International Duty Free will not be held responsible for any inconvenience or problem at the Customs and Security Control(s).

Which documents should I present to have my order delivered?

In order to collect your order, you must be able to present a proof of identity, a valid boarding card and your order confirmation. You can show us your order confirmation and boarding pass on paper or via your smartphone. Please note that we will not be able to deliver your order, should there be missing document(s).

Cancellation & returns

What happens if the order delivered does not match with what I ordered?

In case of wrong delivered product, please download and fill in our return form (download here). Then, send us back the wrong delivered product along with the return form duly filled in (you can also choose to send us an unequivocal written statement), according to the return instructions provided in the form. You have up to 14 days following the delivery of your order to inform us of a wrong delivered product. Please note that you will need to return the products in perfect condition, in their original packaging, and sealed (if applicable). You can contact our Customer Service:

  • via e-mail at ecustomerservice@idfgroup.be
  • via post at the following address: INTERNATIONAL DUTY FREE – Customer Service Vliegveld 132a 1820 Steenokkerzeel Belgium

What do I do if the goods delivered are damaged?

If the delivered goods are visibly damaged at the time of the delivery, please download our return form (download here). Then, send us back the damaged item(s) along with the return form duly filled in, according to the instructions provided on the return form. You have up to 14 days following the delivery of your order to return a damaged item. Please note that we might ask you to return us the damaged goods or to send us a proof of the damage. You can contact our Customer Service:

  • via e-mail at ecustomerservice@idfgroup.be
  • via post at the following address: INTERNATIONAL DUTY FREE – Customer Service Vliegveld 132a 1820 Steenokkerzeel Belgium
Please note that we might ask you to return us the damaged goods or to send us a proof of the damage.e.

What happens if I don’t receive one of the items I ordered

On rare occasions, one of the products you ordered may not be available anymore at the time we prepare your order. If you selected pick-up at departure, we will refund the missing item at the cash register. If you selected Home Delivery, we will proactively refund the missing item without undue delay. If, however, you notice that an item is missing, please inform the staff member in charge of the delivery (if you order was delivered at your departure airport) or send a written notice to our Customer Service in the 48 hours following the delivery of your order. You can contact our Customer Service:

  • via e-mail at ecustomerservice@idfgroup.be
  • via post at the following address: INTERNATIONAL DUTY FREE – Customer Service Vliegveld 132a 1820 Steenokkerzeel Belgium

I ordered a product by mistake. Can I return it?

You have a right to cancel your order, partially or in whole, for a duration of 14 days following the delivery of the products. To do so, download the return form (download here) and send us back the wrong delivered product along with the return form duly filled in, according to the instructions provided on the claim and return form. You can contact our Customer Service:

  • via e-mail at ecustomerservice@idfgroup.be
  • via post at the following address: INTERNATIONAL DUTY FREE – Customer Service Vliegveld 132a 1820 Steenokkerzeel Belgium
For this right of withdrawal to be valid, you will need to return the products in perfect condition and sealed (if applicable).

I have received a return parcel label in my package What should I do with it?

Depending on the selected delivery method and the products you ordered, a “return parcel” can be included in your package. Please keep this label, since it can be useful in case you need to return us some items. For security and hygiene reasons, no return is accepted for liquids, gels and food.

Can I cancel my order?

You can cancel your order at any time. Please, contact us at the following address: ecustomerservice@idfgroup.be.

Can I amend my order?

No, you cannot amend your order. If you no longer want to buy a product, we will refund this item at the cash register if you selected the pick-up at departure. For the others delivery methods, you will receive in your order a return label. Please download and fill in our return form (download here). Then, send us back the product along with the return form duly filled in (you can also choose to send us an unequivocal written statement), according to the return instructions provided in the form. Please note that you will need to return the products in perfect condition, in their original packaging, and sealed (if applicable). For security and hygiene reasons, no return is accepted for liquids, gels and food.

Any other issue?

Please contact our Customer Service via e-mail: ecustomerservice@idfgroup.be.