FAQs

What is The Mall?

The Mall is a new kind of shopping experience created by Auckland Airport exclusive to those travelling internationally. Buy duty free and tax free online before you fly and pick up in one convenient place on arrival or departure. Save time and be sure you have your order when you travel home or abroad allowing you to enjoy more time at Auckland Airport however you choose.

Who can shop at The Mall?

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 at The Mall.

Please note, travellers must be 17 years old or over to qualify for alcohol or tobacco duty free concessions, and 18 years old or over to purchase alcohol in New Zealand.

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 okay to checkout as a guest. However, you will miss out on earning Strata Club Points.

Is the range online similar to that in-store?

The Mall offers a range of best selling products from a selection of Auckland Airport’s most popular retailers. Our range includes beauty and fragrances, jewellery, clothing, spirits and wine and will continue to grow.

Are your prices the same as in-store?

All prices advertised on The Mall are the same as those advertised in-store, with the exception of Strata Prices, which are additional online-only savings for Strata Club Members. If you notice any other difference in price we would like to hear about it. Please contact us

Why do I need to apply flight information?

We require your flight information for two reasons: to confirm that you are travelling internationally and entitled to shop for duty free and tax free items, and to ensure that your order is ready and waiting at an Auckland Airport Collection Point in time for your arrival or departure.

What do I do if my flight details change?

If your flight details or time has changed please contact us so we can amend your order.

How soon in advance of travel can I make an order?

You can order through The Mall anytime from six months to 24 hours before your flight.

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

Absolutely. Simply choose to pick up on arrival when placing your order, and it will be waiting for you at the Collection Point in arrivals when you touch back down in Auckland.

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.

What do I do if my details change?

Simply sign in to Strata Club and follow the instructions to update your address, password and other personal details.

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

We recommend you check your duty free allowance limit for arrival into that country and cabin baggage allocations for your airline. 

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. See the Allowances & Information page for more details.

Do the LAGs restrictions apply to The Mall?

Yes. Due to airline safety regulations, there are certain restrictions on the amount of liquids and gels (LAGs) you can carry 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. 

See Allowances and Information for more details.

What is the traveller price?

The traveller price is the duty and/or tax free price offered by our retailers that every shopper on The Mall is entitled to.

What is the duty free price?

Certain items, like spirits and fragrances, attract import charges known as duties. Persons travelling internationally are entitled to buy limited amounts of these products without paying those duties.

What is Strata Price?

Strata Prices are special online only promotional prices on certain items on The Mall, which are only available to Strata Club Members.

Why are some items only tax free?

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

Why are some items not available for pick up on arrivals?

Some retailers are only authorised to sell items for pick up departing AKL International Airport. 

When will my order be ready, and where do I pick it up?

24 hours before your flight we will send you an email reminder to advise you that your order is Ready to Collect, including full instructions and a map to your Auckland Airport Collection Point. See map

If you’re departing Auckland Airport, we recommend that you come to the Auckland Airport Collection Point at least 60 minutes before your flight. On arrival into Auckland your order will be ready waiting for you once you've cleared immigration.

If you miss your pickup time, please let us know as soon as possible.

What hours is the Auckland Airport Collection Point open?

The Auckland Airport Collection Point is open while there are flights arriving or departing from Auckland Airport. If you need help please contact us by email help@themall.co.nz. We are here to help 7am – 7pm, 7 days a week.

Can someone else pick up my order on my behalf?

No, you will be required to collect your own order. Please have your passport handy for identification at the Auckland Airport Collection Point.

How do I return an item for a refund?

If you need to return an item, our team will help you complete a claims form, and provide information on returns. Each retailer is responsible for their own returns and refunds policy and we will keep you updated on the progress of your claim. Please read our Easy Returns page for full information. 

Can I cancel my order?

Absolutely. You can cancel your order by contacting us at help@themall.co.nz

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

Who should I contact if I need more information?

For information and help with ordering and collections please contact us at help@themall.co.nz 

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

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