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Help

What should I do if I can’t find the product I am looking for?

The first thing to do is to go to the Search Engine (search store) at the top right hand page and enter the product name or brand name. If you still can’t find the product you require then you can call the Virgin Pre-Order team on Tel: +44 (0) 03445790055, Opening hours are Mon-Fri 8.30am – 5pm.

I am confused about how to place an order through the website – can I order over the phone?

If you have any problems placing your order via the website you can call the Virgin Pre-Order team on Tel: +44 (0) 03445790055. However, please note that only orders for in-flight delivery can be made through the Pre-order team. 

How do I know if my order has been successful?

When you place your order you will be sent a confirmation letter to your registered email address.  Once you have been sent this letter then we will have your order in hand.  If for any reason you don’t receive your confirmation letter then please call the Virgin Pre-Order team on Tel:+44 (0) 03445790055.

Can I redeem my flying club miles on the website?

Unfortunately you cannot spend any flying club miles currently on the Virgin Retail Therapy website.

Can I earn flying Club Points for online purchases?

Yes* All web and call centre purchases earn 2 Flying Club miles for every pound you spend when you pre-order duty free from Retail Therapy *minimum spend of £20 required. You can call Virgin’s Pre-Order team on Tel: +44 (0) 03445790055.

What happens if my flight plans change?

Just call Tel: +44 (0) 03445790055 and we’ll make sure you receive your order on the altered flight. However, we do need five days’ notice please.

How do I cancel my order? What if I’ve missed my flight?

Just call the Virgin Help Team on +44 (0) 03445790055 and they will refund your money.

Can I Pre-Order goods the day before I fly?

Sorry but you can only Pre-Order goods on the website 5 days before your flight date.  If you are wishing to order and are travelling in less than 5 days’ notice please contact the Virgin Pre-Order team on Tel:+44 (0) 03445790055.  Opening hours are Mon-Fri 8.30am – 5pm.

Can I Pre-order goods for my return flight?

Yes, please note that your collection date will be the departure date on your return ticket, NOT your landing date.

How will my Duty Free be delivered?

After placing your order online or through the Pre-Order Telesales team your goods will be delivered to you on the aircraft on the flight you specified. Please make sure you have your receipt with you for proof of purchase.

How do I return goods and what information do I need to provide?
Please refer to our Customer Returns Policy, which can be found in the ‘Contact us’ and Terms & Conditions section of the site. 

Why can’t I buy Tobacco online?

Virgin Atlantic is unable to offer Tobacco products for sale online. However they are available through the Virgin Pre-Order team on Tel: +44 (0) 03445790055 and on-board Virgin Atlantic flights.

Can I pay cash on delivery?

All payments will have to be made at the time of ordering online or through the call centre using Visa or MasterCard. It is not possible to arrange cash on delivery. 

Which credit cards are accepted?

Purchasing Duty Free online at Retailtherapyshopping.com;

We accept the following cards online: American Express, VISA, Mastercard, Diners Club, JCB cards.

Please note we do not accept online: Solo, Electron or pre-paid currency cards.

Purchasing Duty Free onboard from the Retail Therapy Brochure:

We accept the following cards and methods of payment onboard: A American Express, VISA, Mastercard, Diners Club, JCB cards for orders up to £550 with an alternative card to be accepted for an additional £500 for pre-order. Passports are required for all purchases. We accept Travellers cheques which are to be payable to DFASS UK LTD.

We do not accept the following onboard: Solo, Electron, personal cheques and pre-paid currency cards.

For onboard purchases, please note we may pass your address details to a third party company for them to contact you if there are any problems with processing your card transaction.