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Help/FAQ Page

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 tab (search for products, brands or categories) on the left side of the page and enter the product name or brand name. If you still can’t find the product you require then you can call the Retail Therapy 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 Retail Therapy Pre-Order Team on Tel: +44 (0) 03445790055. 

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 Retail Therapy Pre-Order Team on Tel:+44 (0) 03445790055.

Can I redeem my Virgin Points on the website?

Yes, you can redeem Virgin Points for e-vouchers to shop with us online or over the telephone, for more information on how to do this, please visit

Can I earn Virgin Points for online purchases?

Yes, all web and call centre purchases earn 2 Virgin Points for every pound you spend when you pre-order duty free from Retail Therapy. You can call the Retail Therapy Pre-Order Team on Tel: +44 (0) 03445790055.

What happens if my flight plans change?

Just call Tel: +44 (0) 03445790055 and we’ll be able to amend the flight details on your order. 

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

Just call the Retail Therapy Pre-Order Team on +44 (0) 03445790055 and they will refund your money.

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

Please note orders to / from Heathrow require 3 working days' notice and flights to / from Manchester, require 5 working days notice. For Edinburgh, Glasgow and Belfast please contact the Call Centre on +44(0)344 579 0055 at least one month prior to departure.

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 Retail Therapy Pre-Order 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. 

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 credit or debit card. It is not possible to arrange cash on delivery. 

Which credit cards are accepted?

Purchasing Duty Free online at

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 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.