Duty free

[Collector]

I don't usually bother with duty free but decided to purchase my liquor allowance on departure to be collected on return from UK. I was through customs before I remembered(very tired) and was told at the shop that it should have been picked up before clearing through them and that subsequently I would not be able to claim it as customs would not allow this.
If this is the case, what happens to unredeemed goods? Since it was, presumably, in the duty free shop in the security area does that mean that the goods are retained by the retailer and put back on the shelf while pocketing the customers cash or are they confiscated by customs? The sales assistants words were: "you can buy it now and collect it here on your return". Any advice.

 

[NM]

Were you not offered a refund? I expect this happens on a very regular basis, either in similar circumstances to yours or as a result to changed arrival plans (diversion or re-route to another port etc). If this happened to me I would be seeking a refund of any pre-purchase amount paid. And if the retailer refused to refund, I would be asking my credit card company if there is any recourse from them to reverse the transaction since I had not received the good purchased.

This is the very reason that I have not pre-purchased duty-free for collection on arrival.

 

[mannej]

IIRC, First Duty Free do indeed offer a refund on items not collected before clearing customs etc.

4) Where do I collect my purchases once I have bought them on the internet?

Our collection desks are clearly signed in all our stores. Your purchases must be collected from the collection desk that you have nominated (airport name and departure or arrival). If you have nominated collection on departure from Australia you must collect your goods at the collection point prior to boarding your flight. The collection point is located in our store after you have cleared customs. Due to customs regulations, orders not collected prior to departing Australia cannot be collected upon your return, and a full refund of your product(s) will be provided instead. If you have nominated collection on arrival into Australia you must collect your goods in our store at the collection point prior to clearing customs. Due to customs regulations, orders not collected prior to passing through customs cannot be supplied to you, and a full refund of your product(s) will be provided instead. To collect your order you must present a printed copy of your purchase receipt and the relevant travel documents correlating with the flight details nominated on your order form. Please see our terms and conditions for further details.

F1RST Tax & Duty Free - FAQ's (Frequently Asked Questions)

 

[zig]

I have done the same thing as you, and forgotten to pick up pre-purchased duty free. They are quite happy to offer you a refund, or if you, or someone else you know is travelling again soon they will hold it for a later pick up (as long as the person has your receipt).

 

[Collector]

Thank you NM,Mannej andZig.
I certainly intend to claim a refund but it helps sometimes to hear of others experiences in situations like this. The person in the shop made no offer of a refund and I suspect the brusque attitude was deliberate, hoping to stifle any argument and request for refund. I was very tired and still had some travelling to do and although I was angry I thought it better to leave the matter till I could think clearly. This occurred at Perth and I won't be patronising the the store there again. Are these stores franchises or run by the company?

 

[mannej]

NP,

It would seem from the website, that Sydney Airport, Perth Airport, Melbourne, Brisbane and Cairns are run by the same group.

That sounds odd from the staff at Perth, as I have never had a problem there.

 

[Collector]

NP
It is unusual to encounter this kind of unhelpfulness but I wouldn't tar all the staff with the same brush. It was only one person and his attitude left a lot to be desired. There was no mention of a refund but this might have come if I had pushed a bit more. However one is better to be sure of where one stands before entering into a discussion and will now see what happens when I contact them. On the previous trip when checking through to depart Perth the bloke in front of me had to surrender two bottles of whisky at the customs checkpoint and there was certainly no redress available to him.
On a slightly different note, how many times have you had to put your cabin bag on the scales to be weighed and if so, where?

 

[mannej]

Perth!

I only get weighed if I bring my roll-aboard. I have never been checked if I choose to use my laptop bag (as it can fit a generous amount inside).