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Delivery Policy

1. General Information

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of the missing product, using the original method of payment. No compensation will be paid.

2. Delivery Location

AIRPORT

All orders are delivered at the Mauritian Chamber of Commerce and Industry (MCCI) Tax Refund Counter at Sir Seewoosagur Ramgoolam (SSR) International Airport Departure, Plaisance, Mauritius.

Please visit the following link to view the airport map for the location of the MCCI counter: <www.godutyfree.mu/help>

SEAPORT

We may arrange for special deliveries in the Port Area, Port Louis. Please contact us for any delivery to the Passenger Cruise Terminal or to the custom steps for private yacht or charters.

Any shipments outside of Mauritius are not available at this time.

3. Delivery Time

We will deliver your order to the MCCI Tax Refund Counter, under Customs supervision, at SSR International Airport Departure, Plaisance, Mauritius, twenty-four (24) hours after your purchase but not earlier than five (5) days prior to your scheduled departure flight.

The MCCI Tax Refund Counter is open to service all scheduled flights.

  • Delayed flights: your order will remain available at the MCCI Tax Refund Counter for the new departure time as advised by your airline.
  • Cancelled flights: your order will remain available at the MCCI Tax Refund Counter for the new flights scheduled by your airline.
  • Missed or changed flights: please contact us immediately at <www.godutyfree.mu/contact-us> to confirm your new flight details and we will advise the MCCI Tax Refund Counter accordingly. Please note that if we do not hear from you within twenty four (24) hours after your scheduled departure time, the MCCI Tax Refund Counter will hand over your order to the Mauritius Revenue Authority at the airport.
  • Early flights: in the event that your flight is rescheduled with an early departure, please contact us immediately at <www.godutyfree.mu/contact-us>.

4. Delivery Instructions

After check-in, immigration and security, please proceed to the MCCI Tax Refund Counter with the following documents:

  • Your passport;
  • Boarding card and
  • Duty free invoice.

 5. Delivery Costs

Delivery is FREE OF CHARGE for any order of and above EURO twenty five (€25).

A delivery fee of EURO five (€5) will be charge automatically for any order below EURO twenty five (€25). 

6. Damaged Items in Transport 

We take pride in packing your order to ensure that it arrives in perfect condition. In the remote event that a parcel shows clear signs of damage or leakage at the time of delivery at the MCCI Tax Refund Counter, please do not take possession of the package and contact us immediately at <www.godutyfree.mu/contact-us>.

7. Questions

If you have any questions about the delivery and shipment or your order, please visit our website us at <www.godutyfree.mu/help>.

Refund Policy

Returns – Defective Products

We do not accept returns or exchanges.

However, if you received a defective item, please contact us at <www.godutyfree.mu/contact-us> with details and photo of the product and the defect.

If you are entitled to a refund, we will refund the purchase price of the defective product, using the original method of payment, within a reasonable period of time. No compensation will be paid.

Full Refunds

We will refund you in Full, using the original method of payment, in the following circumstances:

  • If your order has not been delivered to the MCCI Tax Refund Counter at the airport;
  • If the MCCI Tax Refund Counter is unable to find and deliver your order to you;
  • If, upon delivery, you find any broken product, which has caused further damages to all other items in the delivery bag, and do not take delivery of your order.

Part Refunds

We will refund you in Part, using the original method of payment, in the following circumstances:

  • If your order has been delivered by the MCCI Tax Refund Counter with a missing product, we will refund the full value of the missing product;
  • If, upon delivery, you find any broken product and take delivery of your order, we will refund the full value of the broken product;
  • In the above circumstances, no other compensation will be paid.


No Refunds

No refunds will be applicable in case of the following:

  • If the customer has redeemed his/her GoPoints in part or in full on activities or gifts, refunds won’t be applicable;
  • If the customer does not collect his order from the MCCI Tax Refund Counter at the airport departure;
  • If the customer misses or cancels his/her flight or change his/her itinerary. However, please refer to our Delivery Policy – Delivery Time for guidance to schedule a new delivery;
  • If the products are confiscated by authorities and/or airport security in a connecting airport or at arrival at the destination airport.

Cancellation Policy

To cancel your order, you must inform us on <www.godutyfree.mu/contact-us>. You will be entitled to refund as follow, within a reasonable period of time:

  • If cancellation is received five (5) clear days before your scheduled departure flight date, we will refund the order value, using the original method of payment, less a Cancellation Fee of ten percent (10%) of the order with a minimum fee of EURO ten (€10);
  • If cancellation is received within five (5) clear days from your scheduled departure flight date, we will refund fifty percent (50%) of the order using the original method of payment, subject to a minimum Cancellation Fee of EURO ten (€10);
  • If cancellation is received within twenty-four (24) hours after your scheduled departure flight time, you may be refunded fifty percent (50%) of the order using the original method of payment, subject to a minimum Cancellation Fee of EURO ten (€10) and provided that you submit the following documents along with the cancellation:
    • Cancellation letter where you submit that you allow Flemingo Duty Free (Mauritius) Ltd to start procedures with the Mauritius Chamber of Commerce and Industry and the Mauritius Revenue Authority (MRA) to reclaim possession of the goods, subject to the MRA’s approval;
    • Your passport copy;
    • Your flight details and boarding pass copy;
    • Your order invoice copy.
  • If cancellation is received twenty-four (24) hours after your scheduled departure flight time, your order will be handed to the MRA and no refund will be entertained.