Customer returns policy
Our wide range of international brand name products ensures superior standards. We are therefore able to offer competitive prices, highest quality and guaranteed satisfaction. Should you not be satisfied with your purchase due to it not fulfilling the description in the magazine, kindly return it to our Duty Free Supplier within 28 days of purchase and we will gladly refund you the purchase price.
Goods must, however, be returned unused and in the same condition as purchased. All goods carry a 12-month international guarantee from date of purchase, which covers faulty goods (but not accidental damage after purchase). Any goods fitting this criteria will either be repaired or replaced by the Duty Free Supplier.
All goods must be returned in their original packaging to the UK-based Duty Free Supplier. Please return all unused or faulty goods by registered post to: DFASS UK, LTD. c/o Gate Gourmet, Viking House, Perimeter Road South, Gatwick, United Kingdom, RH6 0PE, enclosing your full name, address, email address and phone number together with written details of complaint and a copy of proof of purchase.
Non/partial delivery of goods If all or part of your pre-ordered items are not delivered to you during your flight, please email us at: firstname.lastname@example.org or phone:+44 (0) 03445790055 during UK business hours Mon-Fri, selecting option 3 (‘non-delivery of pre-ordered goods’), stating your flight details, pre-order reference number and details of the missing goods. We will gladly issue a refund of items not delivered onboard. Due to customs restrictions we regret no goods can be sent to customers from Virgin Atlantic Airways Ltd or the Duty Free Supplier once the flight has landed.