FAQ

• What is my Duty Free Allowances?

  • New Zealand Allowances

    3 x Bottles (Max 1.125L per bottle) of Spirits and
    6 Bottles of Wine, champagne or port and
    50g or 50 Sticks of Tobacco

    
    

    Australian Allowances

    2.25L of Spirits or Wine and
    25g or 25 sticks of Tobacco
    

    
    

    For more information on your Allowances click here

    
    

     

• What are LAG Restrictions?

  • Liquids, Aerosols and Gels (LAGs). There are possible restrictions depending on the country you are travelling to or from. If there is a restriction, it may restrict the quantities of LAGs that you may take on board an aircraft and/or purchase duty free.

    There are rules that restrict passengers on carrying LAGs past screening points, whether on their persons or in their hand luggage, with the following exemptions:

    Liquids in individual containers with capacity no greater than 100 millilitres packed in one transparent one-litre re-sealable plastic bag

    
    

    For more information on your Allowances click here

    
    

     

• What happens to my purchase if my flight is diverted to another airport within New Zealand?
  • In the unlikely event that your arrival flight to New Zealand is diverted to another airport within New Zealand, you may collect your order from another location provided that your Shop and Collect docket is stamped by New Zealand Customs on arrival when you pass through immigration. Please make contact with customer services to organize the collection of your order, this will have to be done by the person who bought the goods and travelled internationally. Customer service can be contacted on +64 9 9732670 or on email CustomerService@theloopdutyfree.co.nz
• Can I cancel my order?

  • Should you wish to cancel your order before collection, you can contact our Customer Service Team who will process a refund for you. If you have already collected your order, you will not be able to cancel it and will only be able to return the products subject to the order in accordance with our returns policy.

    PH: 09 973 2670 (+64 9 973 2670 from outside of New Zealand)

    Email: CustomerService@theloopdutyfree.co.nz

• How to Contact Customer service support?

  • PH: 09 973 2670 (+64 973 2670 from outside of New Zealand)

    Email: CustomerService@theloopdutyfree.co.nz

    Office Hours: Mon-Fri 9:00am-5:30pm

    Out of office Service hours: Sat-Sun

    For Outside Office hours please leave detailed Message on PH: 09 973 2670 (+64 9 973 2670 from outside of New Zealand)

    Office Hours: Mon-Fri 9:00am-5:30pm

    Out of office Service hours: Sat-Sun

    For Outside Office hours please leave detailed Message on PH: 09 973 2670 (+64 9 973 2670 from outside of New Zealand)

    .
• How can I send a compliment to your staff?

  • We are always interested to hear feedback on your experience in shopping with ARIA. We would be happy to receive by:

    Phone: +64 9 973 2670

    Email: CustomerService@theloopdutyfree.co.nz

• What is Click & Collect?
  • Our wonderful ‘Click & Collect’ service allows you to buy your airport shopping online between 3 months and 12 hours before your flight. Browse and buy your favourite brands online at a time that's convenient for you, then pick up your products at the airport before you board the plane or on your return - whichever is more convenient! Make sure you check our website regularly as new products and brands are added every week. Enjoy the same great prices as in store leaving you plenty of time to relax at the airport.
• What do I need to shop online?
  • You will need your Flight Details, Travel Date and Credit card details.
• Who can purchase online?

  • Passengers travelling Internationally inbound or outbound New Zealand who are over 16.

    For purchases of Alcohol and Tobacco Age Restriction, you must be over 18.

• What do I need to bring with me to pick up my order?
  • You will need your Flight Details, Travel Date and Credit card details.
• Are there any restrictions around when I can place an order?
  • Orders can be placed between 3 months and 12 hours before flight Departure or Arrivals.
• Can I buy Alcohol on this website?
  • Yes, you can. Wine and Spirits are restricted items which can only be purchased by those passengers over the age of 18 years. Should you wish to buy these items you will be asked to confirm that you are over 18 years of age on the website. You will be required to show proof of your age (using a valid passport or other photo identification) on collection.
• What products are available to buy through The Loop Duty Free?
  • You can buy a wide range of products including alcohol and confectionery.
• Does anyone else see the information I provide to The Loop?
  • We respect your privacy. The information you provide will only be disclosed in accordance with our Privacy & Cookies Policy.
• What payment mechanism can I use to purchase online?
  • We accept all major credit card providers.
• What currency am I charged in?
  • New Zealand dollars.
• What if my flight details change?

  • Please contact Customer Service and advise of Change flight details by:

    Phone: 09 9732670 or +64 9 9732670 from outside of New Zealand.

    If outside of office hours contact by email:

    Email: CustomerService@theloopdutyfree.co.nz

• I can’t find an item on the website, but have bought it in store at the airport before?
  • Our website carries a large selection of your favourite brands but please note that some items may not be available on our website and are available in store only. Please contact our Customer Service Team and they can confirm whether your item is available in store. Make sure you check the website regularly as new products and brands are added every week.
• What if the item I order isn’t in stock?
  • We work hard to ensure that our online product selection is available to purchase and in stock for your order. In the rare instance that your item is out of stock when we prepare your order, we will contact you by email to inform you that the item has been removed from your order and a refund will be processed. Between your order being placed and your departure, this item may come back into stock, so please do check in store at The Loop Duty Free before your departure. Our team will be happy to help you locate any item
• I have hand baggage only, will I be able to travel with my shopping?
  • When you purchase items either in store or online, your goods are packed in a special clear plastic bag so that they can pass through Customs. Once you fly, this packaging covers you for 24 hours travel, including connections (provided it remains sealed). If you intend on flying back with your liquid items, you will need to ensure that they comply with the liquid size restrictions. To avoid this scenario when shopping online, you can select to collect your purchases at Arrivals on the return leg of your journey. Alternatively, when shopping in store, you can use our ‘Shop & Collect’ service and store your shopping with us for collection on your return to Auckland.
• How do I create a Wishlist?
  • To create your Wishlist, you click on the heart icon under a product. If you are not already logged in, you will be asked to either login or register. Once you have logged in, you will then be able to add to your Wishlist, share it with your friends and family, or look up the Wishlist of someone you know (if they have made their Wishlist public).
• Do I need to be flying to use the ‘Click & Collect’ or the ‘Shop & Collect’ service?
  • Yes, you must be flying and in possession of a valid boarding pass to use these services.
• How do I reset my password online?
  • You can reset your password by clicking forgot password in My Account. You will then receive an email to reset your password.
• How far in advance can I purchase online before I travel?
  • You can purchase online between 3 months and 12 hours in advance of your flight. You can collect your purchases on your departure or on arrival back to Auckland.