COVID-19 Update


30 March 2020

The Coronavirus pandemic has led to unprecedented challenges for all of us and we thank our customers and our staff for their continued understanding and support.

Lotte Duty Free is following the regulations issued by the Australian and New Zealand Governments and are working very closely with our airport partners. As a result our stores in Brisbane, Darwin, Canberra and Wellington Airports have temporarily closed. Operations for online order collections at these airports as well as in Auckland and Christchurch Airports have also ceased. These closures will be in place until such time as international travel resumes and the Government and health authorities give us clearance to do so.

Our Swanston Street store in Melbourne’s CBD remains open, however with reduced trading hours and is now open 11AM-5PM Monday-Thursday, 11AM-7PM Fridays, and 11AM-5PM Saturday & Sunday. Online orders for Lotte Duty Free Melbourne collections will continue to be available while the store remains open.

We understand that with these changes you may require a refund. Currently, the processing time for a refund request is 7 business days. Please get in touch with our customer service team via email using enquiries@lottedutyfree.com.au and supply your proof of purchase (e.g. order confirmation or invoice) or call us on +61 1300 388 937.

Please be aware that we are currently experiencing an unprecedented volume of phone and email enquiries. Rest assured that our team is working hard in responding to those enquiries. Your patience in this matter is much appreciated.

We are all in this together and we look forward to seeing you again in our stores soon.


20 March 2020

We understand that the situation resulting from Coronavirus is evolving daily and there are many uncertainties at this time relating to international travel.

Lotte Duty Free is working with our airport partners to ensure your health and safety when shopping at our stores in accordance with the guidance issued by the Australian and New Zealand Governments and the World Health Organisation.

In addition to our existing stringent cleaning and maintenance protocols, we have instated further measures to ensure our stores are clean and hygienic shopping environments for everyone. In an effort to continue to protect our customers and team members we have suspended all makeup and skincare applications until further notice.

We understand there has been significant disruption to international flights and you may require a refund. Currently, the processing time for a refund request is 7 business days. Please get in touch with our customer service team via email using enquiries@lottedutyfree.com.au and supply your proof of purchase (e.g. order confirmation or invoice) or call us on +61 1300 388 937.

Please be aware that we are currently experiencing unprecedented volume of phone and email enquiries. Please rest assured that our team is working hard in responding to those enquiries. Your patience in this matter is much appreciated.

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