• 1. If you wish to cancel your orders, immediate cancellation or cancellation request can be made at My Account> My Orders or Order Details. However, If product arrive at the pickup area, customers must request for cancellation through the Customer Service Center.
  Orders that customs declaration has been made cannot be cancelled immediatly and will be proccessed in accordance to the Customs Cancellation Procedure.
  • - Orders in ‘Order Complete’ or ‘Preparing Product’ status can cancelled directly through the website.
  • - Orders in ‘Transferring Product’ or 'Arrived at Pickup Area' status can only be cancelled by contacting the customer service center.
  • - Even if the order status is 'Order Complete' or 'Preparing Product', the following cases cannot be cancelled immediately and will be processed through cancellation request.
    • ① the amount of LDF PAY available is less than the amount of LDF PAY that should be withdrawn when an order is cancelled.
    • ② an order paid using PayPal is cancelled 365 days after the date of order.
• 2. If the order date and cancellation date is the same, it can be cancelled on the same day. If the order date and the cancellation date is different, it will be processed after 4~7 days depending on the card company.
  • -Cancellation may not be possible during 23:50~00:10 hours due to closing maintenance.
• 3. The reinstatement of coupons. LDF PAY points, and others redeemed for an order is contingent upon the order's status, whether it is in "Instant Cancellation" or "Order Cancellation Request".
  • -L.POINT are restored 20 minutes after the cancellation is complete.
  • -Cash L.Points used for a partially canceled order will be refunded in the same form as originally redeemed.
• 4. Please note that any expired coupons or LDF PAY points will not be reinstated or redeemed.
  • -Coupons or LDF PAY points reinstated due to order cancellation may not be redeemable for future orders, depending on their type and applicable conditions.　
• 5. Once quantity discount is applied to an order, the order is eligible for full cancellation or refund ONLY.
• 6. Product may go out of stock when re-purchasing after cancellation. Customer benefits such as discount rate, exchange rate, coupons events, may change. Please check before requesting for cancellation.
• 7. Participated events or gift events will not be counted when orders are cancelled.

※ Please contact the Customer Service Center for further inquiries. (Lotte Online Duty Free Customer Service Center +82-1688-3020)


 

Exchanges/Refunds

• 1. Exchanges or refunds are available within 15 days from the date of product pickup. (Processing time may vary depending on the policy)
  However, exchanges or refunds are not available in case of the following.
  • - If goods are destructed or damaged due to the user's responsibility. (However, if the package of the product is damaged in order to check the product condition to a condition which it can be reproduced, exclusions apply.)
  • - If the value of goods decreased strikingly due to usage or partial consumption of the user.
  • - If the value of goods decreased strikingly unavailable for re-sales due to elapsed time.
  • - If the package of product is damaged to where it is unvailable to reproduce.
• 2. If the product is different from the marked advertisement or the contract, exchanges or refunds can be made within 3 months from the date of product pickup (within 30 days from the date of recognition or the date with the possibility of recognition).
• 3. Exchanges/Refunds of duty free items are processed in accordance to the Customs Law.
  • - Over US$800 of exchanged/refunded items:
    ● please ship the purchases to Korea via air or sea using international mail or other shipping services OR
    ● bring the purchases into Korea and contact Lotte Duty Free directly. Please note that exchanges or refunds will be available only after the customs declaration for the purchases is completed
  • - Under US$800 of exchanged/refunded items: Exchanges and refunds may be requested in accordance with the procedures established by Lotte Online Duty Free, without returning the item by international mail or undergoing customs declaration and holding procedures for personal belongings.
• 4. When refunding, it will be refunded to the same payment method used during checkout.
  • - If the order date and cancellation date is the same, it can be cancelled on the same day. If the order date and the cancellation date is different, it will be processed after 4~7 days depending on the card company.
  • - When cancelling after debit card payment, refund to the linked account will take about 7 days.
• 5. If a customer submits a cancellation request for an order that is not eligible for cancellation due to exceeding the deadline, the refund will be credited to the Korean bank account provided during the cancellation request submission (this may take up to 14 business days or longer).
  To receive your refund in cash points, please ensure that a Korean bank account is added under 'My Account >Points>Cash Points from Refunds>Refund before submitting your refund request.
• 6. If you failed to pickup the product when leaving or arriving in Korea, you can apply for cancellation or receive it when leaving or arriving in Korea again.
  • - Orders that are not picked up on the scheduled flight date, and for which no request for order cancellation or flight schedule change has been submitted, will be automatically canceled 15 days after the scheduled flight date.
  • - If the order cancellation causes the order to no longer meet the requirements of any promotions it had participated in, any awarded coupons　and free gifts must be returned.
  • - In the case of a partial cancellation, refunds not processed to the original payment method will be credited to a Korean bank account.
  • - Refund requests to be credited to a Korean bank account will take approximately 14 business days.
  • - If you wish to cancel before that, you can directly apply for cancellation at My Account > Order History.
• 7. When returning an online exclusive product(products not on sale in Lotte Duty Free offline store) after pickup, please contact the Customer Service Center.

※ Please contact the Customer Service Center for further inquiries. (Lotte Online Duty Free Customer Service Center +82-1688-3020)

Duty Free Store Shopping Guide

• 1. Customers (having or not having Korean citizenship) who arrive in or leave Korea can shop in Lotte Duty Free. (Please note that customers scheduled to depart from and arrive in Korea including Jeju Island are not eligible for duty free shopping.)
• 2. Only traveling passengers are eligible to shop at Lotte Online Duty Free, and they must place duty-free orders using their own membership account.
  You cannot pick up your orders unless your information (including nationality, date of birth, gender, name in passport, and passport number) matches the information you entered when creating a Lotte Duty Free account.
• 3. Purchased products must be picked up at the designated pickup area on the departure or arrival date.
• 4. According to the Article 15 of the Specialized Credit Finance Business Act, if the name of the individual placing orders does not match the name of the individual holding the credit card used for payment, the orders may be subject to cancellation.

Flight information updates

• 1. After a period of 150 days from the initial order date, any changes to the flight date cannot be accommodated, considering the product expiration and quality maintenance.
• 2. For orders not picked up, customers may request a flight date update or order cancellation. Online orders not picked up will be automatically canceled 15 days after the scheduled flight date, while in-store orders not picked up must be manually canceled by contacting the store where the orders were placed. Any free gifts or LDF PAY points awarded for the order must be returned.
• 3. Changes to the flight date can be accommodated exclusively when the order is in 'Order Complete' or 'Preparing Product' status.
• 4. Customers can change their flight dates at My account > My orders > departure or arrival date update. This can be done up to 3 days before the scheduled flight date and the new flight date must be within 150 days from the date of the original order. Please note that the ability to update the flight date may be restricted based on the exchange bill status. To cancel orders that are not eligible for cancellation, please contact our customer service center at +82-1688-3020.
  ※ Customers using the pickup counters upon arrival must also adhere to the above conditions, based on their arrival date rather than their departure date.

Lithium Battery (Power Bank) Allowance & Regulations

• - Highly explosive or flammable substances classified as dangerous goods must be transported by air in accordance with International Civil Aviation Organization (ICAO) regulations and applicable national aviation laws, including proper packaging, declaration, and acceptance procedures.
• - Lithium-ion batteries (Power banks) are prohibited in checked baggage.
• - Lithium-ion batteries (power banks) permitted in carry-on baggage

Item	Restrictions (Battery Capacity)	Checked Baggage	Carry-on Baggage
Portable Electronic Devices (PED) containing lithium-ion batteries	Not exceeding 160Wh	O	X
Spare lithium-ion batteries (Power banks)	Not exceeding 100Wh	X	O (Maximum 5 per passenger)
	Over 100Wh but not exceeding 160Wh	X	O (Maximum 2 per passenger)

Passport Information

• 1. Orders must be placed using the Lotte Duty Free account created with the name and passport information of the travelling passenger.
  (If orders are made with the expired or an incorrect passport number, you cannot receive the product.)
• 2. Passport information can be updates at My Page > Membership Information. (Direct update is availble on the website once a year. When updating for more than one time, please request for the update after uploading the image of the new passport.)
  Due to the '1 passenger, 1 passport number' policy of Lotte Duty Free, same passport numbers cannot be registered on a different account(ID).
• 3. If you wish to update the passport information on the exchange bill, please contact the customer service center 3 days before departure or arrival.

Purchase, Carrying Limitations / Restrictions

Purchase, Carrying Limitations / Restrictions

Category	Koreans	Foreigners
Duty free item purchase limit when departing	No limitations	No limitations
Tax-exempt amount per traveller when arriving	$ 800 (Total amount of all items purchased duty-free and price of products purchased overseas)	$ 800 (Total amount of all items purchased duty-free and price of products purchased overseas)

• 1. Items purchased in the duty free store are tax-exempt products.
  You can purchase on terms of using or consuming it overseas or as a gift for relatives abroad.
• 2. When carrying all tax-exempt items purchased at the duty free store(including products produced in Korea) back in to Korea, you must make Customs declaration if the total purchased amount, including products purchased overseas, exceeds US$800. If not declared, additional surtax will be imposed on non-declared items on top of taxes, and if it was not declared with an intention or if false declaration was made, you can be severely punished in accordance to the Customs Law. Personal information, purchase history, or other information of the customer who purchased duty free items is recorded and handled in the data system run by the Customs Office. Travelers who purchased more than US$800 amount of duty free items will be inspected by the Customs when entering Korea based on the data collected by the Customs Office.
• 3. Substituted purchase of duty free item is illegal in accordance with the Customs Law. When violated, the purchaser and the client can both be punished.
• 4. If false orders and cancellations are made to obstruct Lotte Online Duty Free’s service operation, restrictions may apply when using the website.

Notes on Carry-on and purchasing

Carry-on restrictions for international flights

Please note the following requirements when making purchases of duty free items.
The following requirements are effective for passengers departing Korea after 06:00 on March 1st, 2007.

- Under the ICAO recommendations, the security restrictions on liquids, aerosols, and gels are effective for all international flights departing from Korea (including non-stop, direct, and connecting flights) after 06:00 on March 1st, 2007. Please read the following requirements carefully.

※ Prohibited items : Liquid and gels (cosmetics, perfume, red ginseng extract, beverages, toothpaste, hair gel, shampoo, mascara, lipstick, sprays, fountain pens, water-soluble pens, etc.)

- Customs duties or penalties may apply if items exceed the duty-free allowance of the destination country. In particular, items such as liquids, gels, solids, or flammables (cosmetics, perfume, diffusers, red ginseng extract, beverages, toothpaste, hair gel, shampoo, mascara, lipstick, sprays, etc.) and battery-integrated devices may be subject to confiscation or disposal at international transfer points depending on local security regulations.
To avoid any potential restictions and ensure a smooth and hassle-free travel experience, we highly advise all passengers to thoroughly review the customs clearance regulations of each destination country, as well as the security regulations for connecting flights, by contacting the Korea Customs Service Overseas Clearance Support Center or the respective airlines.

Restrictions on carrying duty free items on airplanes (for passengers departing from Korea)

- After passing through airport security or making purchases at the duty free stores in downtown, you are allowed to carry liquids, gels, and aerosols such as alcohol and cosmetics on board when:
- All items are packed in a security tamper-evident bag.
- All receipts for your orders are in or on the security tamper-evident bag (the staff will put all receipts in or on the bag).
- All security tamper-evident bags are sealed until you are on the plane to your final destination.

※ l passengers must meet all above requirements.

※ Passengers should inform officers of medically necessary liquids, medications, formula, breast milk, and baby food in quantities greater than 100ml.

Transit passengers with duty-free merchandise

- You can be restricted to purchase liquids or gels from duty free stores according to carry-on restrictions of airports you are passing through. Please contact the airline for more information about baggage rules and restrictions.
- Please note that Lotte Duty Free is not responsible for liquids and gels seized due to violation of carry-on restrictions.
- Liquids and gels may be seized according to carry-on restrictions of countries you are passing through. Please contact the airline for more information about baggage rules and restrictions.
- If you plan on returning to Korea with restricted items such as liquids and gels, please have them in your checked luggage before boarding.

Regulations for carry-on items

Capacity: up to 100ml per container and up to 1L per passenger.
- Store liquid in containers and place the containers in a 20cm x 20cm (or smaller) transparent re-sealable plastic bag with a capacity of 1L or less.
- You are not allowed to carry on improperly sealed bags on board.
- Limit one bag per passenger.
- Please note that all passengers are required to undergo x-ray scanning.

※ All passengers must meet all above requirements.

※ Passengers should inform officers of medically necessary liquids, medications, formula, breast milk, and juice in quantities greater than 100ml.

Notes

Only leaving or arriving passengers who placed orders using their own Lotte Duty Free account can pick up their orders. Orders can be picked up from designated duty free zones (e.g. airports, ports, and pickup counters) only.

※ Duty free orders cannot be shipped to your address.

• 1. Orders picked up when departing
  • - To account for any unexpected delays, please arrive at the pickup counter at least 1 hour prior to departure.

  ※ You must pick up your orders before boarding, and there is no long-term storage service for duty free items. (passengers arriving in Korea cannot pick up any duty free items).

  2. Orders picked up when arriving
  • - Travelers entering Korea through the Port of Busan can pick up their orders at the designated pickup counters.
  • - Customers arriving via Busan Port are not permitted to pick up alcoholic baverage orders.
  • - Customs Duty Information for Travellers Entering Via Busan Port International Passenger Terminal
    * Personal exemption: USD $800
    * Special Duty-Free Allowance: A total of up to 2 liters of alcoholic beverages with a maximum value of 400 USD (no limit on the number of bottles), 200 cigarettes, and 100 ml of perfume.
    ※ Alcoholic beverages, tobacco products, and perfume will not be included in the USD $800 exemption. 
    ※ Alcoholic beverages and tobacco products are available at Lotte Duty Free stores.

※ Duty free items cannot be shipped to your address. You must pick up your orders before boarding, and there is no long-term storage service for duty free items (passengers arriving in Korea cannot pick up any duty free items).

How to pick up your duty free

1. STEP 01 Go to Lotte
   pickup counter
2. STEP 02 Present your
   exchange
   bill & physical passport
3. STEP 03 Passport
   verification
4. STEP 04 Sign receipt of
   merchandise
5. STEP 05 Pick up
   your order!

※ Please present your physical passport, exchange bills, and boarding pass to the Lotte Duty Free pickup counter to pick up your orders on the departure or arrival date.
You cannot pick up your orders unless your flight or vessel information (including passport number and English name on passport) matches the information you entered when placing the orders.
Please check the quantities and conditions of the items and notify the staff immediately if there is any problem with your orders.
Lotte Duty Free does not have any responsibilities for items once they have been picked up and left the airport or port.

Unable to print your exchange bills out?

Customers can download the Lotte Online Duty Free app and present the e-exchange bills (with barcode) and exchange bill numbers with their physical passports (you can find your exchange bills at My Lotte Account).