RESERVE & COLLECT FAQS

1. Who can use this reservation and order service?

Passengers travelling Internationally or to the United States of America can use the service.  Travelers travelling domestically in Canada is not available to use this service at this time.

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1. How does the service work?

Simply browse the website, select your preferred articles and amazing offers, add them to your shopping cart; when checking out, tell us the date of your departure / arrival, select the most convenient pick-up point and complete your transaction by credit card. We will notify you when the order is prepared so that our sales associate will have your order when your visit the collection point to pick up your order.

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1. Can I cancel my order?

Yes, you simply don’t pick up your order will result in the order not being completed.  At the time of reservation, a pre-authorized hold will be made on the credit card (for debit, this will be an amount from your account). The Pending transaction on the credit card will be released if you do not pick up your order (please allow time for the payment processor and your bank to process this).

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1. Do I need to register?

You do not need to register to browse our website and consult our product information. Registration allows for more exclusive prices, but you are able to checkout as a guest as well.  As duty free shopping is only available for travellers; due to the duty free regulation, it is mandatory that we get your flight information.

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1. Why are my flight details necessary?

We need to know when you will be departing / arriving to manage your order accordingly; making sure your goods are ready and available for you to purchase. Please be sure to indicate the flight number that you are flying from the airport which you are collecting your order.

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1. Why is my date of birth necessary?

Your age is mandatory for us to give our customers access to legally restricted categories such as alcohol and tobacco.

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

Yes, except for alcohol and tobacco products and items that are age restricted.

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1. Why am I not able to see tobacco products on the Reserve & Collect website?

Unfortunately, we are not allowed to advertise or sell tobacco online in Canada.

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Reserving an Order

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

You can place your pre-order no earlier than 25 days and no later than 1 hr prior to your flight.

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1. How many reservations can I make?

There are no limit to your pre-orders, you should however keep in mind the allowance limits as specified here. Note that you may have to pay the additional duty and tax differences if you exceed those limits at your destination.

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1. Can I cancel/modify my reservation?

You can cancel an order, but you cannot modify it. To cancel, you just need to let the order lapse and not pick up the order.

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1. Where can I track my reservations?

You can follow up your orders accessing your online personal account. We send emails when staff has prepared the orders and it is ready for pick-up.

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1. How can I be sure that I placed my order properly?

Once you have placed your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact our customer service.

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1. How do I subscribe to Club Avolta newsletters?

You can subscribe to our newsletter by either providing the Club Avolta group with authorization during the registration process or after, by accessing your personal account settings.

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1. Can you take me off your mailing list?

You can uncheck the option in your Club Avolta account settings.

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1. What do I do if I’ve forgotten my password?

You can retrieve and reset your password at here ( use as link to “here” https://sso.clubavolta.com)

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1. How can I change my personal details?

You can change your personal data information by accessing your Club Avolta Account.  If its personal details for an order, please ensure you enter the right information at time of Checkout.

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1. Are my personal details secure?

Be reassured that your personal information is kept private and confidential. For more information, please read our Privacy policy.

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Payment and taxes

1. When do I have to pay?

Payment Authorization is collected upon the reservation of your products. For Credit Card payments, it is only finalized when the order is collected in the Airport.  (for other forms such as debit, payment authorization is completed when order is submitted)

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1. Which are the payment methods allowed?

All standard payment methods are accepted.

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

No extra fees shall be applied to online prices.

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1. Can prices change between the moment I place an order and the day I pick up my goods?

Yes, prices are susceptible to change depending on our price policies.

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At the airport

1. Where do I pick-up my goods?

Your pre-ordered goods will be packed and ready for collection at the collection pick-up point you selected when placing the order online. All details are available on our website.

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1. Can I modify my order at the airport?

You are welcome to add or remove any goods from your basket before proceeding to payment. Once payment has been received no modifications can be made to the order.

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1. What happens if I cannot pick up my order?

If you do not pick-up your goods on the date of your flight (up to 24hrs after your flight departure) the order will be released and the pending authorization of the order will be released within 5 days from the date of your original flight (pending your payment processor).

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1. Can someone else collect the order on my behalf?

No this is not possible at this time; The customer must prove its identify when picking up the goods to comply with duty free shopping regulations.

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1. Can I return some of the items I bought?

The return policy applies equally to online or in-store purchases. Please refer to our customer service regulation.

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1. How long do I have to make an exchange or return?

Returns or exchanges can be made up to 30 days after purchase at the airport; Please refer to our customer service regulation. The company reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in the same condition in which they were upon purchase.