Dufry will honor the brand assistance. For defects covered under the manufacturer’s warranty, customers should contact the manufacturer directly.

We kindly ask you to contact the Customer Service here, providing a copy of your sales receipt and if possible, also a picture of the broken bottle.

Dufry does not refund products that are sold before their expiry date.

Mold leaves a stain when it’s removed, but plume comes off without a mark. Plume (or Bloom) is good; essentially this is solidified oil, which usually is a sign that your cigars are aging well. Mold is a sign that your cigars are in too humid an environment.

We kindly ask you to contact the Customer Service here, providing a copy of your sales receipt informing us of the reason of confiscation.

You can use our Reserve & Collect service directly at www.shopdutyfree.com, selecting the airport where you would like to shop.

Red by Dufry is the leading duty-free loyalty program. You can earn points in almost all of our stores when you travel, and use them to benefit from in-store discounts and great rewards. Please apply here.

We kindly ask you to e-mail us here, providing a copy of the receipt and your Red by Dufry card number.

This is something that Dufry absolutely aims to avoid and if this has happened, we apologise. If you paid by card, the transaction is cancelled the same day. However, if you paid by cash, we kindly ask you to contact Customer Service here, providing a copy of your sales receipt informing the reason of confiscation.

We are able to retrieve receipt copies up to 60 days after the purchase. Please contact the Customer Service here, providing information relating to your purchase.

Dufry’s Customer Service team will gladly help you to find a solution. We kindly ask you to contact us here, providing a copy of your sales receipt explaining the reason of your contact. 

For hygiene and other reasons, the following items cannot be refunded or exchanged: underwear/lingerie, swimwear, earrings, in-ear headphones, books or catalogues, expired items that expire after the date of purchase, bespoke or specially-ordered  items, personalized items, or items altered/adjusted after the original sale.

Dufry is not responsible for shipping costs, or any bank fees charged by the customer's bank that may apply in connection with refunds or exchanges of non-defective products.

If you ask for a refund via Dufry’s Customer Service team (not directly in the store where you made the purchase), you will receive your refund via international wire transfer, because it is the safest option. There are regulations for international wire transfers that all wire transfer services follow. You can thus be sure that the best safety procedures are being carried out so that your money can safely reach its beneficiary.

If you received the refund transaction receipt, all you have to do is to wait for your card to process the refund. For details of how long this should take, please contact your bank as this varies according to where each customer has their account. For any other queries regarding your refund, please contact us here.

Dufry’s policy is to hand over lost items to the Lost & Found office of the relevant airport. In order for us to help you locate your lost item, we kindly ask you to contact the Customer Service here, providing a copy of your sales receipt and giving any relevant details. If you didn’t purchase anything, please give us as much information as you can so that we to try to identify the store.

Our Customer Service team is able to communicate in English, Spanish and Portuguese.

You can contact Dufry’s Customer Service team here   

To ensure that we answer you as quickly as possible, you may receive a response from different people. All of our staff are fully trained, and have your full contact history, so no matter who contacts you, you will receive the most efficient, seamless response.

Send your proposal/portfolio directly to us here, informing us of the country you are interested in. In case of interest you will be contacted directly.