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FAQ

Duty Free Shopping at Arlanda

  1. Who is eligible for Duty Free Shopping?

    All passengers flying abroad from Stockholm Arlanda airport. When travelling inside European Union, liquor cannot be purchased.

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  2. Can I return goods I purchased?

    We will accept goods returned for refund within a period of 30 days from the date of purchase, provided that the product has not been used, it is in perfect condition and is returned in its original packaging together with all original items it came with. No refunds will be granted for sunglasses, pharmaceutical goods, alcoholic beverages, tobacco and discounted items. Proof of purchase must be presented in all cases.

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  3. What forms of payment do you accept in-store?

    We accept card payment by Visa, Mastercard, American Express, Diners, China Union Pay & all major debit cards. In addition we accept cash (SEK) and following foreign currencies in notes only: EUR, DKK, NOK, GBP, CAD, JPY, CHF and USD. If you pay with foreign currency, you get change in SEK.

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  4. What's legal age for tobacco and liquor purchases in Sweden?

    Legal age for purchasing tobacco in Sweden is 15 years and for liquor 20 years.

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  5. Why do you want to know my final destination?

    We ask your destination to check your eligibility for duty free prices. If the airport where you are flying from Arlanda is not your final destination but you continue your journey with another flight, please inform us about it. All liquids and items over 100 ml must in this case be packed in a sealed bag.

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Preorders

  1. Who can use the duty free pre-ordering?

    All passangers travelling through the airport. Exception are domestic flights in Sweden.

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  2. Is the pre-ordering a binding transaction?

    No, this is only pre-ordering, it is not binding transaction, the transaction is only concluded after picking up the goods and paying in the store, at the airport.

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  3. How does the service work?

    It’s very simply, simply browse around the website, find articles and offers suiting your expectations, add them to the basket, when checking out tell us the date of your departure and select the most convinient pick-up point. Come and pick up your order at the airport, on your way to the flight.

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  4. Do I need to register?

    No, you can submit an order as a guest.

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  5. Why my flight details and my date of birth are necessary?

    The duty free products are only available for travellers flying internationally, therefore by asking you for the flight destination we make sure we can actually process the transaction. Birth of date helps us to determine if we can allow minor users to pre-order liquor and tobacco products.

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  6. Can I use the reservation service if I am minor age?

    Yes, except for liquor and tobacco products.

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  7. How far in advance can I make a reservation?

    You can place your pre-order earliest 30 days before your flight.

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  8. How many reservations can I make?

    Generally, there is no limit to your pre-orders, you should however keep in mind the allowances limits as specified here. Note that you may have to pay the additional duty and taxes differences if you exceed those limits.

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  9. Can I cancel/modify my reservation?

    Cancellation is possible, you can do it from your account, after logging in. Other types of modifications are not possible.

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  10. Where can I track my reservations?

    You can do it in your user account.

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  11. When do I have to pay?

    The payment is happening in the store, at the airport, when you pick-up your pre-order.

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  12. Do I pay any additional taxes on the prices visible on the website?

    No, the prices you see here are final, there are no taxes added on them.

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  13. Can the price change?

    No, the prices on the website and on your pre-order confirmation will be exactly the ones you will be charged in the store, when you will be picking-up your goods.

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  14. Where do I pick-up and purchase my reservations?

    Your pre-ordered goods will be packed and ready for collection at the pick-up point you selected when placing the pre-order. You can see the location on your pre-order confirmation, if you have difficulties finding the pick-up point give us a call or ask anyone of our sale staff in the duty free shop, they will be happy to assist you to your pick-up point.

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  15. Can I amend my reservations at the airport?

    You are welcome to add any goods you find in the store to your pre-order and pay for everything together.

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Questions about Red by Dufry Loyalty Programme

  1. What is Red by Dufry?

    Red by Dufry is the leading Duty Free loyalty program. You can earn points almost everywhere you travel, and use them to benefit from in-store discounts and great rewards.

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  2. Who is eligible to register in the programme?

    Everyone who has an email address and smart phone for downloading the app.

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  3. How do I download the App?

    The Red by Dufry app is available in Google Store and Apple Store.

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  4. Is the App free to download and use?

    Yes, there is no cost whatsoever to download and use the app.

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  5. In which languages can I use the App?

    You can select the language for the sign up form and for future communication, but the app is currently in English only.

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  6. How do I sign up in the programme?

    Signing up is easy! After downloading the app fill in the following details: country of residence, email address and password. If you have already created an account for Reserve & Collect, use your Reserve & Collect login details to login to the App.

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  7. Dufry is not operating in my country of residence. Can I still register in Red by Dufry programme?

    Yes, you can – although you will only be able to use the RED by Dufry discounts and benefits in those countries in which RED by Dufry is available/operating. As we are rolling-out our loyalty program very quickly across the 63 countries where Dufry is operating, we advise you to check the app for updates on new locations / benefits where to use our RED by Dufry program.

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  8. What kind of content do you offer at the App?

    In the App you can check your points and membership level. You can read the latest Terms and Conditions, Privacy Policy and Cookie Policy for the programme. You have access to view Customer Allowances for different countries. In addition you can amend your personal data via the App. You can also check our airport-exclusive benefits for RED by Dufry members and the contact details for local customer service team.

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  9. What are the different levels of membership?

    There are three levels of membership: Silver, Gold and Platinum. When you sign up you automatically reach the Silver status. The more you purchase the more points you accumulate and upgrade your membership to next level. As a Silver member you get 5 % loyalty discount, as a Gold member you get 7 % discount and as a Platinum member you get 7 % discount of your purchases at Dufry stores. Note that loyalty discount may vary in different countries. In addition we offer airport-exclusive benefits for RED by Dufry members. Complete list of these benefits can be found in the App or at www.redbydufry.com.

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  10. How are my purchases in foreign currency converted into Red by Dufry points?

    Our program currency is euro. Transactions in foreign currency are converted to euros based on the Dufry corporate exchange rate. For each euro spent you earn 5 points.

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  11. In which Duty free stores in Sweden can I earn points and get loyalty discounts?

    In Sweden you can benefit of Red by Dufry in Duty Free Stores at following airports: Stockholm Arlanda, Göteborg Landvetter, Bromma, Malmö, Luleå and Umeå. Please note that tobacco, pharmacy products and electronics are excluded in the program in Sweden.

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  12. How much do I have to spend at Dufry to reach Gold membership?

    Threshold for Gold Tier is 2 000 points which equals shopping with 400 euros in 12 months period.

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  13. How much do I have to spend at Dufry to reach Platinum membership?

    Threshold for Platinum Tier is 5 000 points which equals shopping with 1 000 euros in 12 months period.

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  14. Can I get the loyalty discount on all purchases I do at Dufry Stores globally?

    The loyalty discount cannot be applied to products that are already on promotion or subject to a discount, nor can it be combined with any other promotional campaigns. There may also be country specific legal restrictions and some stores may have been excluded in the programme. At some airports, there may also be limitations on the number of transactions allowed per customers.

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  15. Can I get loyalty discount if I submit a preorder?

    Yes - you can still obtain discounts and points when you use our Reserve and Collect services, just remember to scan your QR code when you collect and pay for your reservation in store.

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  16. Can I share my membership number with someone else?

    Red by Dufry membership is personal. The name on the boarding pass and on the application must be the same to benefit from the exclusive RED by Dufry offers.

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  17. Do the points expire?

    Yes, points expire after 12 months from the date they have been registered at your account.

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  18. Can I remove the App from my phone?

    You can delete the app at any time from your phone.

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  19. What should I do, if I forgot my password?

    If you forgot your password, go either to https://sso.dufry.com/forgot at desktop or select Personal Data at the App and click the "forgot your password" link in the bottom of the login page. Follow the instructions and you will receive an email explaining how to retrieve your password.

  20. How do I change my password?

    You can change your password at any time by going either to https://sso.dufry.com/register?login at desktop or select Personal Data at the App. After logging in fill in the new password, confirm and save it.

  21. I can't access my QR code - what should I do?

    Please follow any of these steps:

    1. Close and re-open the application;
    2. Turn your phone off and back on again;
    3. Verify on the Apple App Store or Google Play Store (depending on your device type) that you have the latest version of the application
    4. If none of the above options work, please contact our local customer service team. The full list of customer support numbers and emails can be found in the application under Help & Support.

  22. I am moving to another country. Can I update my country of residence in Red by Dufry App without losing my points and tier? Or do I have to create a new account?

    Yes - you can update your country of residence by going on your profile (click the button on the top left corner of the app) then go to the PERSONAL DATA section, log in if necessary and you'll be able to change/update your location there.

  23. Why haven't my points been credited to my account?

    It can take up to 7 days to credit your account with the points earned at the time of purchase. If your points are not credited past that period of time, please contact our customer support attaching a copy of the till receipt for the purchase and including your account number.

  24. I want to speak to customer services, how do I contact them?

    Within the app, go to your profile (icon on the top left corner) and select Help and Support + Contact Us and contact the appropriate Customer Service team.

  25. I have met the Gold Tier spend, but my app does not reflect this?

    It can take up to 7 days for your status to be updated. If the issue still remains after 7 days, please contact the relevant customer support.

  26. How can I terminate my Red by Dufry membership?

    Contact your local customer service team providing your account number will be helpful to accelerate the process.

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