Auckland Airport’s online shopping experience

How can we help you?

To make your online shopping experience at The Mall as seamless as possible, we provide answers to our most popular questions below.

 

General Enquiries

What is The Mall?

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 or domestic travel, 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 exclusives and special pricing on your favourite items when you travel domestically on The Mall's domestic experience.

Who can shop at The Mall?

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.

Domestic: Anybody who is over 16 years old and has a ticket to fly domestically into or out of Auckland Airport can shop on The Mall's domestic 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).

Do I need to be a Strata Club member to shop on The Mall?

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 Strata Club special deals and on collecting Strata Club Points.

What is the traveller price?

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

Is it safe to purchase on The Mall?

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.

What payment methods do you accept?

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

Why was my payment declined?

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  • your credit card is no longer valid or has expired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.

Can I buy online before I leave to pick up when I return to Auckland Airport?

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. 

We have one Collection Point in the Domestic Terminal located before you pass through security, between 3 Wise Men and Travelex.

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

Why do I need to apply my flight 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
Why won't The Mall recognise my flight number?

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.

I didn't receive an order confirmation, what do I do?

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.

I forgot to log into my Strata Club when checking out, how do I get my points.

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

What do I do if my flight details change?

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

I missed my pick up time what do I do?

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.

Domestic: If you miss your pick up time, we will store your items for 3 days (from the original pick up time) to allow you more time to collect your items. If you are unable to collect then please get in touch to advise us so we can arrange a return to the retailer.

How do I request a return?

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.

Can you send a replacement item to my home address?

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

Domestic travellers: this will be reviewed on a case-by-case basis by the retailer the goods have been purchased from. 

How can I cancel my order?

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

 

The Mall Domestic

How soon in advance of domestic travel can I place an order?

You can order as early as six months and as late as 12 hours before your domestic flight departs.

Is the range online similar to that in-store?

The Mall domestic experience offers best selling items from a selection of Auckland Airport’s most popular retailers. The initial domestic range includes access to items from retailers who operate within our International Terminal. Only some of these items can be found in store in the Domestic Terminal.

Where do I collect my domestic order?

You'll find The Mall's Domestic Collection Point in the domestic terminal before you pass through security, located between 3 Wise Men and Travelex.

For maps of the The Mall's Domestic Collection Point see more information in our 'how to collect' section.

What hours is The Mall's Collection Point open in the Domestic Terminal?

The Mall's Collection Point is open from 5am to 10pm NZST.

What am I allowed to take with me on the plane?

Each airline has its own restrictions when it comes to what you can carry in your hand luggage on board your flight. For more information on what you can and cannot hand-carry on board your flight, please see our 'cabin allowances' section.

Do the LAGS restrictions apply to items I take on a domestic flight?

There are no restrictions on the number or size of liquids, aerosols and gels (LAGs) you can carry in your hand luggage on board a domestic flight, provided you comply with an airlines carry on limits.

 

The Mall International

How soon in advance of international travel can I place an order?

You can order as early as 6 months or as late as 12 hours before your international flight departs.

Is the range online similar to that in-store?

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.

What is the duty free price?

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.

Why are some items only tax free?

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.

Can I use the duty free allowances of those travelling with me?

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).

How much duty free can I carry with me on the plane?

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.

Do the LAGS restrictions apply to items I order on The Mall?

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.

When will my international order be ready?

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.

Where do I collect my international order?

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.

What hours is the Collection Point in the International Terminal open?

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.

Can someone else pick up my international order on my behalf?

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.

 

Strata Club

What is Strata Club?

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.

Why should I join Strata Club?

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.

How do I join Strata Club?

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

What is Strata Price?

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.

For full Strata Club frequently asked questions visit the Auckland Airport website.

Who should I contact if I need more information?

For information and help with ordering and collections please get in touch.

We are here to help 7am – 7pm, 7 days a week.

Get ready for an airport experience like no other.

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