Quick Tip:
Products that arePlease select your flight to shop", are usually unavailable as they are for arrivals or departure only - use the filter to help find products available for you.

Help Centre

 

About BNE Duty Free
What is BNE Duty Free?

BNE Duty Free is an online marketplace managed by Brisbane Airport where international passengers can purchase duty free products from participating retailers located at the International Terminal, using a 'Click and Collect' service. BNE Duty Free acts as a facilitator between the buyer and the retailer, and any purchasing agreement is solely between the buyer and the retailer.

Who is eligible to use BNE Duty Free?

While you are free to browse the BNE Duty Free website, travel regulations state that only relevant travellers with a current international flightticket, or other approved travel document, can purchase duty free goods. Certain goods available also have minimum age requirements, such as alcohol and tobacco. If you wish to purchase such items, you will need to provide proof of ID at the collection point when picking up the goods. It is strictly prohibited for individuals under the age of 18 to purchase alcohol and tobacco via BNE Duty Free. 


NOTE: Age limits only apply to anyone purchasing liquor & tobacco. 

Is the range available via BNE Duty Free similar to that in-store?

The BNE Duty Freerange of duty freegoods are currently available through Brisbane Airport’s retailer Lotte Duty Free. Items that are available online can generally also be found in store, noting that no guarantees are made as to availability. 

View all
Purchasing on BNE Duty Free
How does the Click & Collect service work?

Once you are ready to purchase, enter your flight number* & your date of departure from / arrival to, where prompted. Once you have placed your order, you will receive confirmation of when it is ready for pick-up at Lotte Duty Free. To collect, simply present your passport & flight ticket & an attendant will retrieve your order for you. 

* Please note, that in order for your flight number to be recognised, you must be travelling internationally from / to Brisbane Airport. You will not be considered to be travelling internationally from / to Brisbane Airport if you transfer through another airport in another Australian capital city. 

Are there any time restrictions on when I need to place an order?

If you are pre-orderingat BNE Duty Free, you can shop duty free goods online up to 30 days before you travel, however you must order a minimum of 24 hours prior to collection in store. 

Is tax included in my order total?

At the moment, for duty free goods tax and/or duty free are excluded. 

Are there discounts & promotions?

Yes. Lotte Duty Free will on occasion run promotions or discounts offers. Discounts are applicable to specific products only and product exclusions may apply in all cases. To determine the discount applicable to the products you are purchasing, please check the applied discounts at checkout. Some products may carry multi-buy discounts, these discounts are applicable when purchasing the stated number of products. Products that carry a pricing discount will be presented with the original price marked down and the discounted price shown on both the product tile as well as in the cart. The price you pay at checkout is the final price and no further discounts or reductions may be applied. 

When and where will I see the promotional discount applied to my purchases?

Lotte Duty Free regularly publishes discounts and promotions on products, which will be advertised on the BNE Duty Free website. 


Products that carry a pricing discount will be presented with the original price marked down and the discounted price shown on both the product tile as well as in the cart. If you have purchased a product to which a promotional discount applies, the application of the discount will be shown on the checkout page, in the order confirmation email and also on the receipt.


Multi-buy discounts are applicable when purchasing the stated number of products only & only applicable to the products stated in the promotion. The price you pay at checkout is the final price and no further discounts or reductions may be applied.

I didn't receive an order confirmation email, what do I do?

Please check your email ‘Junk’ or ‘Spam’ folders first. If your order confirmation email is not there, please get in touch with the relevant VendorIf you have purchased a Lotte Duty Free item, please contact dutyfree@bne.com.au 

Is it safe to online shop via BNE Duty Free?

All payments for goods purchased through the BNE Duty Free web site are made via Stripe, one of the world’s largest and most trusted payment gateway and e-Payments platformStripe also specialises in Chinese mobile payment services and accepts payments made through AliPay and WeChat Pay. 

Cyber Monday Promotion Terms and Conditions

$50 off promotion valid for one day only from 1:00am Monday 27 November 2023 to 23:59pm Monday 27 November 2023. Discount will automatically be applied to the shopping cart once value has reached $500. Offer available online only and cannot be used in conjunction with any other offer. La Prairie products not included.

View all
Travel Limits
What quantity of duty free purchased items can I take with me if I am leaving Australia?

Duty free and customs allowances vary depending on where you are travelling to and may also be changed from time to timeYou are solely responsible for checking the duty free / customs allowances for all destination countries that you are travelling to. Neither Brisbane Airport nor any retailer is responsible in the event your purchase does not comply with any applicable custom regulations and/or duty-free regulations and we will not be responsible for the consequences of you purchasing more goods than permitted by applicable regulations. 

Are there restrictions for how much duty free items can I bring into Australia?

Yes. For information about Duty Free restrictions when arriving into Australia, you find out about Duty Free allowances by visitingDuty free (abf.gov.au) Please note that you are solely responsible for checking duty free / customs allowances and restrictions, noting that these may be changed from time to time. 

Do the LAGS restrictions apply to items I order on BNE Duty Free?

Yes, restrictions apply to the carriage of liquids, aerosols, and gels (LAGS)  in your carry on luggage and items not meeting carriage restrictions will need to be forfeited. You are responsible for ensuring that you understand and comply with all carriage restrictions. 

Can I place a large order?

Due to restrictions, there may be limitations for how much you can purchase. For larger orders please contact Lotte Duty Free customer service team 1300 388 937 (Australia), +61 1300 388 937 (International) or dutyfree@bne.com.au 

View all
Collecting Your Order
Do I need ID to collect my duty free purchase?

Yes. The Regulation states that goods shall not be sold unless the intending relevant traveller first produces a ticket, or other approved travel document, to the inwards Duty-free Shop as evidence of travel.  

For this purpose, approved categories of travel documents are detailed below:

Inwards Duty-Free Shops Travel Documents  

  • Service Personnel: Travel or movement orders issued by the relevant service  
  • Crew: Airline or shipping company identification and documentation to prove that they are travelling overseas (for example, official rosters, itinerary or sailing orders)  
  • VIP Flights and Government Agencies: Evidence of travel issued by a government authority (for example, letter of authority issued by Prime Minister’s Department to members of the press)  
  • General public: An overseas ticket or boarding pass and valid passport.  

On-Airport Outwards Duty Free Shops Travel Documents  

  • Service Personnel: Travel or movement orders issued by the relevant service   
  • Crew: Airline or shipping company identification and documentation to prove that they are travelling overseas (for example, official rosters, itinerary or sailing orders)   
  • VIP Flights and Government Agencies: Evidence of travel issued by a government authority (for example, letter of authority issued by Prime Minister’s Department to members of the press)   
  • General public: An overseas ticket or boarding pass and valid passport.  
How do I pick up my order?

All travellers must proceed to the collection counter with your order confirmation and passport & your international travel documentation.  

What happens if I arrive on a domestic flight instead?

If you are travelling domestic, you are ineligible for duty free. If you have pre-purchased duty free items, you will not be able to be picked up. Please contact the Lotte Duty Free Customer service team on 1300 388 937 (Australia), +61 1300 388 937 (international) or dutyfree@bne.com.au  

My flight details have changed, what should I do?

If you have purchased Lotte Duty Free goods, please contact Lotte Duty Free Customer service team on 1300 388 937 (Australia), +61 1300 388 937 (international) or emaildutyfree@bne.com.au.

View all
Returns, Refunds and Exchanges
What is the return policy?

Lotte Duty Free will gladly refund your purchases whilst in our Stores and before leaving Australia. Due to Regulations it is not possible to exchange goods at on-Airport locations once taken past the Customs Border Control points on entry into Australia. 

  

For purchases of duty free goods that have not been taken past the Customs Border Control points, Lotte Duty Free will refund products that are damaged or faulty or where incorrect products are supplied within a reasonable time. All goods returned whether they are faulty or not must have proof of purchase. Subject to conditions we will either arrange for a replacement with an identical or comparable product/s, or issue a refund of the purchase price of the faulty/damaged product/s or repair the product/s. Returns will not be accepted if the damage to the product has subsequently been caused by an accident, or by neglect or misuse, by either yourself or a third party. Returns will not be accepted if the goods have been modified or tampered with in any way. Any refunds will not be processed until we receive the product/s in question from you. 

  

Should there be a concern with any of the duty free items you have purchased, please contact Lotte Duty Free Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia) or the Manager of the location to which you collected the item(s) and we will gladly assist in resolving your concern.  

How can I cancel my order?

If you need to cancel your order, send an email to dutyfree@bne.com.au, ensuring you quote your order number & the items you wish to have cancelled. 

How do I return my order?

For any duty free goods, contact Lotte Duty Free Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia) or dutyfree@bne.com.au 

Alternatively the Manager of the location to which you collected the item(s) and we will gladly assist in resolving your concern. 

View all
Contacting BNE Duty Free
Who do I contact about my order?

Should there be a concern with any of the duty free items you have purchased, please contact Lotte Duty Free Customer Service Team on 1300 388 937 (within Australia) or on +61 1300 388 937 (outside Australia), email dutyfree@bne.com.au or speak to the Manager of the Lotte Duty Free location to which you collected the item(s) and they will gladly assist in resolving your concern. 

 

View all