FAQs

The Mall is Auckland Airport's online shopping experience. We have partnered with the Airport's most popular retailers to provide travellers with the ability to shop leading international and local brands online ahead of international, with easy pick up at the airport. 

Take advantage of duty and tax free pricing on The Mall's international experience when you travel internationally and access to airport travel exclusives.

International: Anybody who is over 16 years old and has a ticket to fly internationally into or out of Auckland Airport within the next six months can shop on The Mall's international experience.

Please note, travellers must be 17 years old or over to qualify for alcohol duty free concessions (international travel only), and 18 years old or over to purchase alcohol within New Zealand (valid photo identification will be required if alcohol has been purchased).

You don’t have to be a Strata Club Member to shop on The Mall – it’s perfectly OK to checkout as a guest. However, you will miss out on collecting Strata Club Points.

The traveller price is the price offered by our retailers that every shopper on The Mall is entitled to.

Yes, The Mall has partnered with Paymark, New Zealand’s largest and most trusted payment gateway and ePayments, a leading payment provider specialising in Chinese mobile payment services. Learn more about buying safely on The Mall in our secure payment section.

The Mall accepts Visa, Mastercard, Union Pay, Alipay and WeChat pay.

If your payment is declined, it means your card has not been charged. Please check with your bank or payment institution as it may be that:

• your card hasnt been enabled for 3D secure authentication
• your credit card is no longer valid or has expired
• the payment exceeds your daily spending limit
• the payment is larger than the maximum transaction allowed for your account
• the charge is larger than you would usually put on your card

It is likely you will be able to request the bank or payment institution to adjust your daily spending limit or the maximum transaction size. Most institutions can make these changes immediately and allow you to complete the payment.

Absolutely. As you place your order on The Mall you will choose where you would like to pick it up as you depart or arrive into Auckland Airport.

We have two Collection Points in the International terminal, one in departures after you have passed through security and one in arrivals in the baggage claim area. 

Please see our 'how to collect' section for maps and further information.

The Mall requires your flight information for two reasons:

• to match your order to your flight and ensure that its order is ready and waiting for you to pick up

• to confirm that you are entitled to shop for duty free and tax free items if you are travelling internationally

Sometimes, your flight may not be recognised if it is a chartered flight or code share flight. If your flight number is not being recognised when you add it in the cart, please get in touch so we can help you.

Promo codes can only be applied to full priced items.

If you are applying a promo code in your cart and receive an error message please check you have :

• typed the promo code correctly
• included a full priced item in your cart
• reviewed any specifc terms and conditions for the promotion (e.g. that may require a minimum spend level or only be valid for a certain time period).

If you need any further help, please get in touch.

If you haven't received your order confirmation email, its a good idea to check your spam or junk folder just in case. Alternatively, please get in touch so we can resend to you.

Please contact us with your Order ID and we will be able to advise the Strata Club team of your missed points.

If your flight details have changed please get in touch so we can amend your order for you.

International: If you miss your pickup time, please get in touch as soon as possible so we can notify the retailer to arrange a return and refund.

Please visit our 'returns & refunds' section for more information. It is important to note that returns are subject to our retailer's individual policies accessible from our 'retailers' section.

If you have any issues or further questions, please get in touch, we're happy to help.

International travellers: due to Customs regulations for duty free and tax free goods a replacement item cannot be sent to your home address.

If your travel plans change and you would like to cancel your order, please get in touch.

From 1 June 2023, Auckland Airport moves to one Duty Free operation led by Aelia Duty Free to provide the best Duty and Tax-free shopping experience for all New Zealanders and travellers at Auckland Airport. 

The move will enable Aelia Duty Free to deliver a much broader range and variety of brands, as well as a higher quality, more innovative duty-free offering overall for travellers, bringing the best of New Zealand and the world to Auckland Airport. There will be the same favourite international and local brands as well as new brands, products and experiences for our travellers not seen at Auckland before. The offer will be that is no less competitive than you would have seen when travelling through the Airport before.

You will still be able to collect your order from The Collection Point, located in the baggage hall opposite carousel 3 as per usual. 

For any enquiries with products that you wish to claim back (including product warranty) please contact The Loop customer service at customerservice@theloopdutyfree.co.nz for any collection before 31st May 2023. 

For all orders collected after 31 May 2023, your orders will be fulfilled by Aelia Duty Free. Please contact The Mall's customer service at help@themall.co.nz for any help with after sale services.

If you are departing Auckland, you can browse the range and shop online. We will have your items ready and waiting for you to pick up at the Departures Collection Point in the International Terminal.

If you are arrivng into Auckland and travelling quarantine free from the Cook Islands, Niue or Australia you can shop online before you fly and pick up your items at our Arrivals Collection Point in the International Terminal.

For all other travellers arriving into Auckland from other destinations that require a transition into Managed Isolation and Quarantine facilities, unfortunately due to different border processes shopping on The Mall is not available.

You can order as early as 3 months or as late as 6 hours before your international flight departs.

Yes. The Mall offers best selling products from a selection of Auckland Airport’s most popular retailers. The international range includes technology, spirits, beauty, NZ products and more and will continue to grow. Items that you see online can also be found in store, except for those items that are exclusive to The Mall.

Certain items, like spirits and fragrances, attract import charges known as duties. People who are travelling internationally are entitled to buy certain amounts of these products without paying those duties. This price then reflects the duty free price.

Not all items for sale at The Mall's international experience have customs duties attached. These items are sold tax free which means they are exempt the 15% GST.

No, it is not possible to use someone else's duty free allowance for your own personal purchase.

If two people are travelling together, it is acceptable (for convenience) to place a single order that covers both people's duty free entitlements. However, on collection, it must be declared that the goods are for two separate people despite being a single transaction.

Both people need to be present when collecting the items, and you cannot purchase a single item and attribute the duty free allowance across two people (e.g. you cannot purchase a single camera for NZ$1,400 and split the duty free allowance of NZ$700 per person across two people).

There are legal limits on the amount of duty free alcohol and other goods travellers can travel with. These amounts can also vary depending on the country you are flying into.

For more information, please see duty free allowances.

Yes. Due to airline safety regulations, there are certain restrictions on the amount of liquids, aerosols and gels (LAGs) you can carry in your hand luggage onboard the plane. When you collect your purchase from the Collection Point, you will already have passed through Auckland Airport security, meaning that you’ll be able to board without a problem. However, if your journey includes a stopover or transit at another airport, other restrictions may apply.

For more information, please see our 'duty free allowances' section.

At least 12 hours prior to your international flight, you will receive a Ready to Collect email reminder to let you know that your order is ready and waiting. This email includes full instructions on how to collect as well as a map of your chosen Collection Point.

If you’re departing Auckland Airport, we recommend that you collect your order at least 60 minutes before your flight.

If you choose to collect on your departure, you'll find the Collection Point once you have cleared immigration and security screening, just past The Loop and Aelia Duty Free stores.

If you choose to collect on your arrival, you’ll find the Collection Point after clearing immigration, in the baggage claim hall, opposite baggage belt 3.

For maps of the Collection Point, see more information in our 'how to collect' section.

The departures Collection Point is open from 4:30am to 1:30am NZST.

The arrivals Collection Point is open from 5:30am to 2:30am NZST.

No, you will be required to collect your own order. Please have your order confirmation email and passport handy for identification at the Collection Point in the International Terminal.

The access code is a 5 digit number provided in your order confirmation email or the ready to collect email.

Check your text message or ‘ready to collect’ email to confirm you entered the same code you have received and try again. If second attempt didn’t work call our technical team for help at 021 184 2922.

Try re-entering your access code. If second attempt didn’t work call our technical team for help at 021 184 2922.

No the locker door should shut automatically after a short time.

Your pick-up code is still valid for 15 minutes, try re-entering. If this didn’t work call our technical team for help at 021 184 2922.

If you find item(s) is different to one(s) ordered or faulty, please place the item(s) in question in the same locker from which you picked it from. The refund request will be initiated the following morning and our customer service team will be in touch with further details.

If you find missing item(s) please get in touch with us on help@themall.co.nz with your name, item missing and best contact phone number and we’ll get back to you to process the refund request for you.

Strata Club is Auckland Airport's reward and recognition programme. Strata Club recognises you when you shop online on The Mall's international or domestic experience, book Strata Lounge or Auckland Airport parking or make purchases at participating shops, cafes and bars in both the Domestic and International Terminal. Every time you spend you are recognised and rewarded with points and benefits.

Strata Club recognises and rewards you when you book or shop online before you get to the Airport and then when you spend with Strata Club Partners at the Airport.

Each time you spend you collect Points that can be converted to Vouchers, so you get more out your time at the Airport. You will then have access to member only benefits such as increased free Wi-Fi, parking upgrades, discounted passes to Strata Lounge and complimentary food and beverage offers. 

Join Strata Club to make your journey easier when you visit Auckland Airport, regardless of which airline you are travelling.

Just go to the Auckland Airport website, sign up to Strata Club and you're ready to go!

Strata Prices are special online-only prices on certain items on The Mall's which are only available to Strata Club members. Make sure you sign in to Strata Club before you shop to qualify for the Strata Price.

An eSIM is like having a SIM card built directly into your device by the manufacturer. You don't have to physically insert it into your smartphone, and it can be programmed remotely. It works just like a regular SIM card, but setting up the eSIM profile and activating it is a bit different. Please note: Not all devices are compatible with eSims - see full list here.

Essentially, an eSim profile comprises data that guarantees your device's operation (which would typically be stored on a SIM card). This profile is digitally stored on your eSim card.

You have the option to load multiple eSim profiles onto your eSim, such as one for making calls and another for data usage. The maximum number of eSims you can upload varies depending on your smartphone. However, only one of the loaded eSim profiles can be operational at any given moment.

Once you have purchased your eSim, you need to scan your QR code on your compatible phone. The activation of the eSim takes place immediately after the activation request.

Iphone

In “Settings” select “Cellular Data”.

Select “Add a cellular package”.

Scan the QR code and register the eSim.

Please see the following guide for a more detailed explanation
https://esimmy.com.au/pages/install-esim-iphone
 

Android

Go to “Settings” and then select “Connections”.

Select “SIM card manager”.

Select “Add a Mobile plan”, then “Add via QR Code”.

Scan the QR Code and register the eSIM.

Select “OK” at the end of the profile download.

Please see the following guide for a more detailed explanation
https://esimmy.com.au/pages/install-esim-android
 

Please remember to enable data roaming for your eSim to get the full benefits within all covered countries.

Your eSim will activate instantly upon your arrival at your destination.

If you're still abroad, please install the eSim using the provided QR code either after reaching your destination or shortly before your flight, as the validity period only begins from the time of installation.

Upon purchasing your eSim, you'll promptly receive an email confirmation containing the QR code. If you haven't received the email, kindly check your spam folder.

If you still cannot find the email, please contact eSimmy customer support at https://esimmy.com.au/pages/contact

The eSim activation code can be found in the attached PDF file included in your order confirmation email.

If you're unable to scan the provided QR code, you can manually install the eSIM by entering the necessary details. This includes the SM-DP+ Address and Activation Code, both of which are included in the eSIM confirmation details provided after purchase.

Please refer to eSimmy guides for step-by-step instructions on how to manually install an eSIM.
https://esimmy.com.au/pages/install-esim-iphone

The validity period for an eSIM begins on the day it is downloaded and activated on a smartphone. It's important to note that eSIMs have a specific validity period, after which they can no longer be used.

Unfortunately, eSimmy do not offer this service as data plans are pre-paid. If the plan expires, you will need to purchase a new eSim plan and reinstall the eSim.

eSimmy eSims are data only plans. You can use other services like WhatsApp or Skype to make/receive calls with your eSim plan.

Not all devices are compatible with eSims - see full list of compatible devices here.

Just like with a physical SIM card, if necessary, you'll need to replace it with a new one.

Depending on the eSim you've purchased, you can re-scan it onto your device by using the QR code provided.

Please contact eSimmy at: support@esimmy.com.au

eSimmy travel SIM Cards ensure that no roaming fees are incurred. Experience seamless connectivity at local rates and take control of your mobile expenses while traveling.

Upon purchasing your eSim, you will promptly receive a confirmation email containing the QR code. Please be aware that the eSim, being a digital product, cannot be intercepted once dispatched via email. Consequently, refunds or returns are not feasible post-purchase, except in explicitly specified circumstances:

Customers retain the right to request a refund or exchange if the eSim cannot be activated due to a technical issue originating from eSimmy or its telecommunications provider.

Otherwise:

Refunds cannot be issued if an incorrect email address is provided. While we can redirect the eSim to a different email address, we cannot guarantee its non-utilization by the recipient of the incorrect email address.

Refunds are not possible if the device is incompatible with eSim. eSimmy provides a list of compatible devices on its website, and customers can inquire about compatibility by contacting eSimmy.

Refunds cannot be issued if a change of mind occurs or if the eSim is no longer required. Once the eSim is dispatched, its usage cannot be prevented, thus precluding reimbursement.

Please note that: Refunds are not applicable in cases not explicitly specified on this page.