Terms and Conditions
1. ABOUT THESE TERMS AND CONDITIONS
1.1 This Website and Reserve and Collect are provided by WDFG UK Limited trading as World Duty Free, Alpha Airport Shopping and Biza Tax & Duty Free (“we/us/our”). We are a company registered in England and Wales (Company Number: 2872512) and our registered office is at 4 New Square, Bedfont Lakes, Middlesex, TW14 8HA. When we refer to “you” and “your” we mean the user of our Website and/or Reserve and Collect.
1.1 These are the Terms which apply to your use of our Website and your use of Reserve and Collect and by using our Website and/or Reserve and Collect you agree to be bound by these terms. If you do not agree to these Terms you must not use our Website or Reserve and Collect. Please read these Terms carefully and make sure that you understand them before using the Website or Reserve and Collect.
1.2 These Terms will apply to any contract between us which is formed when you access our Website and/or when you use Reserve and Collect.
1.3 These Terms only apply to your viewing of this Website. If you use one of the links on this Website to visit one of our partner websites, then please note that you’re viewing of these websites any purchases made through them will be subject to separate terms and conditions.
1.4 When the following words with capital letters are used in these Terms, this is what they mean:
“Products” any of the products featured on our Website or included in a reservation;
“Reserve and Collect ” the reservation service (offered by us via our Website (and as advertised in our store or on any of our websites as ‘Reserve and Collect’ ) which allows you to reserve Products for collection at our stores in airports in the United Kingdom;
“Website” our website at www.worlddutyfree.com.
1.5 Please read these Terms carefully and make sure that you understand them before using our Website and/or Reserve and Collect.
1.6 If you have any questions on these Terms, or would like to discuss a reservation made through Reserve and Collect please contact our Customer Support Team using the contact details in Clause 17 below.
1.7 When we use the words "writing" or "written" in these Terms, this will include e-mail unless stated otherwise.
2. RESERVE AND COLLECT
2.1 Reserve and Collect is available to all passengers travelling from participating airports in the United Kingdom where one of our stores is located. It is also available on selected P&O Ferries. You can find details of our stores and those ferries offering Reserve and Collect on the Website.
2.2 Payments for Products reserved via Reserve and Collect will be taken when you collect the Products from our store. Please see clause 11 below for further information on payment.
2.3 Reservations can only be commenced and finalised between one (1) month and twenty four (24) hours prior to the date and time of your departure. Reservations made any sooner or later than this will not be accepted by us. Products that cannot be reserved due to timing restrictions can still be added to a Wish List for future viewing.
2.4 After you make a reservation via Reserve and Collect, you will receive an email (“Confirmation Email”) from us acknowledging that we have received your request and we will assign you a reservation number. Please quote your reservation number in all subsequent correspondence with us relating to your reservation. Please note that the Confirmation Email is confirmation of your reservation only and does not mean it has been accepted. Our acceptance of your reservation will take place as described in clause 2.6.
2.5 Within seven (7) days of receiving your Confirmation Email, you should receive a separate email from us (“Reservation Email”); notify you whether or not the Products you have reserved are available and if they have been reserved for you. The Reservation Email will also include the date on which you can collect the Products. The email will also detail where the Reservation collection & payment point is located.
2.6 When using Reserve and Collect, please ensure that the reservation details are complete and accurate before you submit the request. As part of the reservation process, if you are collecting products from a store in an Airport, you will also be asked to provide the time, date, departure airport, destination of your flight and an optional flight number. If you are collecting products from a store on a P&O Ferry, you will be asked to provide the time, date and the name of the departure ship. Please take particular care to ensure this information is accurate as we will use it to determine your collection date and time. If, after placing your reservation request and before receiving your Reservation Email, you realise that you have provided us with any incorrect information or you wish to amend your reservation, you can do so via the Website by logging into your account (if a password has been previously set up by you when placing the order). If you realise that you have provided us with any incorrect information or you wish to amend your reservation after you have received your Reservation Email you should cancel your reservation and place a new reservation. Alternatively, please contact our customer support team using the contact details in Clause 17 as soon as possible.
2.7 Your reservation can be amended at any time until you receive the Reservation Email confirming that the Products are available and have been reserved for you.
2.8 The Confirmation or the Reservation Email is not a binding offer and by making a reservation you are only reserving the Products for collection in store in accordance with these Terms.
2.9 You can cancel your reservation at any time.
2.10 We reserve the right to cancel your reservation in whole or in part for any reason at any time. Where we cancel any reservation, we will try to notify you of this.
2.11 For the avoidance of doubt, neither the Confirmation Email nor the Reservation Email are binding offers. The completion of the contract between you and us will take place when you pay for and collect the Products in store. Title to any Products you reserve via Reserve and Collect shall pass to you when you collect and pay for the Products in store in accordance with the in-store terms of sale.
3.1 The images of the Products and any packaging (if applicable) on our Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products and/or packaging. The Products may vary slightly from those images.
3.2 The packaging of the Products may vary from that shown on images on our site.
3.3 All Products shown on our site are subject to availability and any duty free restrictions (see Clause 7). We will try to inform you via the Reservation Email if the Products you have reserved are not available. We take no responsibility if you are not informed by email.
3.4 The range of Products offered on our Website and in our stores (including any of the products that may have been confirmed to you as reserved) is subject to change without prior notice and we reserve the right from time to time, to withdraw or cease to make available any or all of the Products from our Website.
4.1 We take all reasonable care to ensure that the prices of Products are correct and up to date. However, if we discover an error in the price of the Products you reserved, please see clause 4.2 for what happens in this event. Prices for the Products may change from time to time but any changes will not apply to any reservation which we have confirmed in accordance with clause 2.6.
4.2 Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have reserved we will try to inform you in writing of this error and we will give you the option of continuing with the reservation of the Products at the correct price or cancelling your reservation. We will not reserve the Products until we have your instructions. If we are unable to contact you using the contact details you provided during the reservation process, we will treat the reservation as cancelled and notify you in writing.
4.3 Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.
4.4 We reserve the right to make changes to the prices of the Products from time to time but (except where the changes are due to incorrect pricing) such changes will not apply to any reservations which have been successfully placed, as confirmed by a Reservation Email.
4.5 The Reserve and Collect price promise guarantees you the best deal when purchasing Products from us. If, when you collect the Products, they are included in a promotional offer or have been discounted in the store on the date of collection, you will be charged the lower of
(a) the price of the promotional offer or discount; or
(b) the price stated in your confirmation email.
This only applies to Products that have been reserved and does not apply to products which have been added to the basket within the airport store.
You are solely responsible in all respects for all use of and for protecting the confidentiality of any username, email verification and password that may be given to you or selected by you for use on the Website. You may not share these with or transfer them to any third parties. You must notify us immediately of any unauthorised use of them or any other breach of security regarding the Website that comes to your attention.
6. CHANGES TO THESE TERMS AND CONDITIONS
6.1 We reserve the right to amend these Terms from time to time. Any such changes will take effect when posted on our Website and it is your responsibility to read the Terms each time you use our Website.
6.2 Every time you make a reservation with us, the Terms in force at that time will apply to the Contract between you and us.
6.3 Your continued use of our Website shall signify your acceptance to be bound by the latest Terms.
7. AVAILABILITY OF THE PRODUCTS AT TIME OF COLLECTION
7.1 Your reservation shall automatically be cancelled and the Products returned to the store for general sale if you do not collect the Products within 24 hours of your collection date stated in your Reservation Email.
7.2 To ensure the availability of Products in store which are included in promotional offers, there may be restrictions on the number of certain promotional Products you can reserve. Where any such restriction applies, this will be stated on the Website and you will not be able to reserve more than the permitted number of Products.
7.3 Availability of Products varies from store to store and details of Products available for reservation (where Reserve and Collect is operating) are shown on the Website.
7.4 When you collect the Products, we reserve the right to limit the number of a particular product we sell to you or to cancel your reservation if the products are not available at the time of collection.
7.5 We shall not be liable to you where circumstances arise whereby the Products you have reserved are not available or cannot be purchased on the date of your collection.
7.6 The Products will be your responsibility once you have collected them and you will own the Products once we have received payment in full.
7.7 We can cancel your reservation at any time.
7.8 When making a reservation for collection on a P&O Ferry, you will be asked to state the name of the departure ferry, if P&O change your departure ferry prior to your departure, we will be unable to fulfil your reservation and it will be cancelled.
8.1 Some of our Products have a minimum age requirement (for example those containing alcohol), and by reserving any of these Products you confirm that you are the required age. We are not allowed by law to supply these restricted products to you if you do not satisfy the age requirements. If you are underage please do not attempt to reserve these Products. You or any person nominated by you may be required to provide proof of your age when you collect the Products.
8.2 You are unable to purchase more than 10 of the same product or more than 100 products in any one transaction. Please note that there may be additional restrictions on the amount of a particular product/brand you are able to purchase, and we reserve the right to limit the amount of products we sell you at the time you collect your reservation.
8.3 All reservations are subject to any applicable customs regulations and/or duty free or duty paid. Adherence to any customs regulations are your responsibility. If you reserve Products which exceed the relevant customs regulations, you may be advised to purchase only the number of Products within the limits set by the applicable customs regulations. You can find out more information on customs regulations and allowances here.
8.4 In accordance with HMRC Export Shop regulations, we must ensure that the person collecting the Products at the stores in the Airports, is the same person who originally placed the order. Therefore, a valid boarding card and proof of identification (passport or National ID card) must be presented when collecting and paying for the Products otherwise your reservation will be cancelled and you will be unable to purchase the Products. Proof of identification may be required when collecting Products from our stores on a P&O Ferry. We reserve the right to deny purchase of the Products which are not available for purchase for the destination stated on the boarding card.
8.5 You are responsible for boarding your flight on time, therefore please allow sufficient time to collect your order.
If you are collecting a large order, we recommend that you collect your order at least 60 mins prior to your boarding time. Our staff are unable to sell products to passengers who do not depart from the UK, therefore our staff reserve the right not to process your order if they believe that processing your order could result in you missing your flight
8.6 If, for whatever reason, you are unable to pass through airport security into the departure area, we will be unable to fulfil your reservation and your reservation will be cancelled.
8.7 When purchasing alcohol in our stores on a P&O Ferry on an overnight journey to the UK, you will be unable to take your products from the store, they can only be collected when you disembark the Ferry.
9. Please note that due to customs regulations, we are unable to deliver any uncollected Products to an alternative address outside of the relevant airport departure lounge and the Products can only be collected from the designated collection point at that airport.
9. IF THE PRODUCTS ARE FAULTY
As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
If you are unhappy with the Products for any reason, you may return them to us in accordance with our sixty (60) day Returns Offer, a copy of which is available here.
11.1 You are not obliged to purchase any of the Products you have reserved with us using Reserve and Collect. If you change your mind when you come to collect the Products you may choose to replace the Products with any other items which are currently available in store. You will pay the price shown in-store for these items and production of a valid Boarding Pass (if collecting products from one of our stores in an Airport). If you no longer wish to purchase the Products, you can cancel your order via the Website prior to your departure date or by informing a member of staff at the store.
11.2 We accept payment in store in various currencies. If you wish to pay in a currency other than UK pounds sterling, the conversion rate into the currency you wish to pay in will be determined in accordance with our in-store terms of sale a copy. Provided we can accept your type of credit or debit card, please be aware that if you are paying by credit or debit card, your card provider may charge a different conversion rate or conversion fees than any shown on the Website. The currency conversion shown on the Website is for indicative purposes only and is based on a third party exchange rate feed, as such may differ from that in-store exchange rate which is determined in accordance with our in-store terms of sale.
12. LIMITATIONS ON WARRANTIES AND LIABILITY
12.1 Subject to clause 12.4, we will use reasonable endeavours to verify the accuracy of any information on the Website but we make no representation or warranty of any kind, express or implied, statutory or otherwise regarding the contents or availability of the Website or that it will be timely or error-free, that defects will be corrected, or that the Website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability and of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website and we accept no liability for any kind of loss or damage from action take or taken in reliance on material or information contained on the Website.
12.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the contract between you and us.
12.3 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12.4 We do not in any way exclude or limit our liability for:
(a) death or personal injury caused by our negligence; and
(b) fraud or fraudulent misrepresentation.
13. USE OF OUR WEBSITE
13.1 You are solely responsible for all activity whilst using our Website and for the security of your computing systems. You assume all liability for losses and damage incurred by us, except where such losses are due to a third party who is not known to you who deliberately misuse your log-on details.
13.2 We reserve the right to terminate your Website registration where you do not comply with these Terms or any applicable laws and regulations relating to the use of our Website. You may amend or cancel your Website registration at any time via the Website or by contacting our customer support team using the contact details in Clause 17 below.
13.3 You must not use the Website for any unlawful or fraudulent purposes. You must not misuse the Website by introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful. In particular, you must not access without authority, interfere with, damage or disrupt the Website or any part of it; any equipment or network on which the Website is stored; any software used in connection with the provision of the Website; or any equipment, software or website owned or used by a third party. You must not attack the Website via a denial of service attack.
13.4 Without prejudice to its other rights or remedies, we reserve the right to take legal proceedings against you for reimbursement of all costs or losses (on an indemnity basis) resulting from your breach of clause 13.3, and to disclose such information to law enforcement agencies as we reasonably believe is necessary.
14. EVENTS OUTSIDE OUR CONTROL
14.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control.
14.2 An Event Outside Our Control means for the purpose of this clause any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, supplier default or delay, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
14.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a contract between you and us we will notify you as soon as reasonably possible.
15. YOUR RESTRICTIONS ON USE OF OUR WEBSITE
Subject to clause 16 below, you may not download, copy, use, make derivative use of or exploit for commercial purposes any proprietary or other information or content on our Website, including, but not limited to, any images, pricing or descriptions of the Products or any brand trademarks, trade names or logos. This includes any copies or derivative created for the benefit of a third party. Use of data mining, robots or any other kind of data gathering and/or extraction tools is strictly prohibited.
16. INTELLECTUAL PROPERTY AND PROPRIETARY RIGHTS
All intellectual property and other proprietary rights (i) in our Website and its content, and (ii) in any trademarks, trade names, domain names and product names used in our Website, are owned and expressly reserved by either the World Duty Free Group, its licensors or brand owners providing the Products. Any use of such rights without express written consent of the WDFG UK Limited or the relevant brand owners is strictly prohibited.
17. HOW TO CONTACT US
If you have any questions about your reservation you can refer to your account or order details, refer to the FAQ pages or if you have any complaints, please contact our Customer Support Team. You can contact our customer support team by telephone on 01784 475509, by e-mail at firstname.lastname@example.org or by post at World Duty Free Group, Customer Support, 1215 Windsor Road, Egham, Surrey TW20 0AE UK.
18. HOW WE MAY USE YOUR PERSONAL INFORMATION
19.1 We welcome your comments and feedback regarding our Website, our services and as Product reviews. By submitting information in this way, you are expressly granting us an irrevocable and unrestricted licence to use, modify, reproduce, display and distribute such information for any purpose whatsoever at our sole discretion. You also waive any and all moral rights in such information. Unless required by law, we will not attribute such information to you without your prior written consent.
20. OTHER IMPORTANT TERMS
20.1 We may at our sole discretion transfer our rights and obligations under these Terms to another organisation.
20.2 Any contract concluded pursuant to these Terms is made between you and us. No other person shall have any rights to enforce any of its terms.
20.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
20.4 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
20.5 The Terms, as amended from time to time, constitute the entire agreement between you and us regarding your rights and obligations in respect to your access to our Website and use of Reserve and Collect we may provide you.
20.6 These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.