Shopping for duty free goods at Melbourne Airport's Laneway sounds exciting, right? But figuring out where to pick up those online orders can throw you for a loop. Trust me, you're not the only one scratching your head at the airport, trying to find the collection counter. Many travellers find themselves asking the same questions. Where do I go? What do I need to bring? How much time should I allow?

Let’s break it down in this blog. We’ll walk you through where to go, what you need to have with you, and how to make sure you’re out of there with your goodies in no time.

Whether it's your first time shopping on Laneway or you just need a quick refresher, stick around. I promise, by the end of this, collecting your duty free purchases will be the easiest part of your travel.

How Melbourne Airport’s Duty Free Click and Collect Service Works

Laneway, Melbourne Airport’s Click and Collect service, revolutionises your duty free shopping experience. It’s basically an online marketplace tailored for international travellers that lets you pre-order goods available at Melbourne Airport’s duty free stores like Lotte Duty Free and pick them up when you land.

With Laneway, you can browse and purchase from a diverse selection of products, including the latest in skincare, beauty essentials, and fine spirits, all from the comfort of your home or while on the move.

What sets Laneway’s pre-order service apart is its collection model. Instead of shipping goods to your home, Laneway keeps everything airport-bound. This means after you’ve made your purchase online, your items are prepared and set aside for collection. All you need to do is pick them up at the designated collection points right inside Terminal 2, the international terminal.

It’s perfect if you don’t have the time to shop before flying or you just want more time to chill out at the airport lounges or check out the different activations. Plus, you’re getting stuff at the GST-free prices as when you shop in-store. Can you think of anything more awesome?

Keep in mind, however, that only overseas travellers flying into or out of Melbourne International Airport can pre-order goods on Laneway. It doesn’t matter whether you’re flying Jetstar, Qantas, or Virgin Australia, as long as it’s an international flight. Also, you need to pre-order your goods at least 24 hours up to 30 days before your flight.

Disclaimer: Please note that some goods may have minimum age requirements (for example alcohol/tobacco) and ID will need to be provided at the time you collect the goods from the relevant collection point. Purchases of alcohol and tobacco via the Laneway must not be made by any person who is under 18 years of age.

Why Shop Duty Free Goods Online on Laneway?

Before delving into where and when you can collect your Laneway purchases, let’s first talk about why you should choose Laneway for your duty free shopping spree:

  • Convenience: Whether you're at home planning your trip or in a hotel room abroad, you can browse and buy without rushing through the airport.
  • 24/7 availability: Laneway is always open online, so you can browse and shop whenever it fits your schedule. Just make sure to pre-order your purchases at least 24 hours beforehand.
  • More choices than ever: Whether it’s top-shelf Hennessy Cognac or a Gucci fragrance, you’ll never run out of options on Laneway. All the best sellers from our duty free stores are right at your fingertips.
  • Melbourne Airport exclusives: Find unique Australian products and Laneway exclusives you won't get anywhere else.
  • Perfect for last-minute gifts: Need to buy a gift? Forget about boring old gift cards and vouchers. Laneway has an awesome collection of premium items that make for perfect gifts whatever the occasion - and they’re just a few clicks away!
  • Avoid carrying extra bags: Since you collect your purchases at the airport, you don’t have to carry them around as you travel. This is particularly handy for bulky or fragile items.
  • Compliance with travel regulations: Picking up your items at the airport ensures all your purchases comply with international travel and liquid regulations. This means no last-minute scrambles to check if your goods can fly with you.

When Can You Collect Your Orders?

Anticipating a late night or early morning flight? No worries. You can collect your orders at Melbourne Airport anytime. Our collection counters are available 24/7, so you can pick up your orders immediately after clearing security or when it’s time to head to the boarding gates.

If you want, you can even chill out at one of our numerous dining spots and just collect your purchases when you’re ready to go home. No pressure!

Getting to the Collection Point at Melbourne Airport

Laneway collection points are conveniently situated in both the Departures and Arrivals areas of the international terminal (Terminal 2). These are clearly marked, so they’re easy to spot.

If you're departing, you’ll find the collection counter after you check in and pass through security. Follow the signs that guide you towards the duty free shopping areas. The collection counter will be among them, ready with your pre-ordered goods.

For those arriving, keep an eye out for the signs pointing you towards the duty free collection counters once you exit the customs and immigration area. Your items will be waiting for you there, just past the hustle and bustle of the baggage claim.

If this sounds a bit confusing, you can also refer to our airport maps to find your way.

Required Documents for Collection

Laneway is designed to make duty free shopping easier, so you only need to present two documents to collect your purchases:

  • Order confirmation: This can be a printout or, even easier, just show it on your mobile device. The confirmation has all the details about your purchase, and it's what the staff at the collection counter will use to find your items quickly.
  • Passport: It’s crucial not only for travel but also for verifying your identity when you collect your purchases. The passport ensures that the order matches the person picking it up, adding an extra layer of security to the process.

Returns and Refunds for Online Duty Free Orders

For returns or refunds, know that due to regulations, we can no longer exchange your items once you’ve passed through Customs Border Control with them. If there’s a problem with what you’ve bought, such as a faulty product, you should contact the relevant vendor directly.

For instance, if you’ve purchased Lotte Duty Free goods and need a refund or return your item, please contact [email protected]. The manager at the location where you picked up your items can also assist in resolving your concerns.

If you are entitled to a refund, whether for a faulty item or other reasons outlined by the vendor, this will be handled directly by the vendor according to their terms of sale. Be sure to read the specific terms and conditions related to refunds and returns on your order confirmation or Laneway's website. This helps avoid any surprises if something doesn’t go as planned.

Just like with in-store shopping, your consumer rights are protected under local laws when buying goods on Laneway. This means you are generally covered for things like goods being of acceptable quality and fitting their description. So, always keep your receipts and any other purchase documentation. They might be required if you need to claim a refund or exchange.

Tips for a Smooth Collection Experience

To help make sure everything goes smoothly, here are some practical tips when collecting your Laneway purchases:

  • Keep your documents handy: Keep your travel documents, including your order confirmation and passport, in an easily accessible part of your carry-on. Quick access to these documents can expedite the collection process.
  • Confirm your flight details: Double-check your flight details when placing your order. Accurate flight information is crucial to ensure your items are ready when you are.
  • Set a reminder: Set an alarm or a reminder on your phone to collect your items. A quick prompt can help ensure you don’t forget to pick up your purchases amidst the hustle and bustle of travel.
  • Pack lightly: Since you’ll be collecting items at the airport, consider this when packing. Leave a little extra space in your luggage or carry-on for your new purchases.
  • Ask for help if needed: Don’t hesitate to ask for assistance if you’re not sure where to go or what to do. Airport staff and the employees at the collection counters are there to help make your experience as smooth as possible.

With these tips, collecting your Laneway purchases at Melbourne Airport should be quick and hassle-free.

So, if you want to travel smarter, not harder, pre-order your duty free shopping list on Laneway today and experience the convenience of having your purchases ready and waiting for you at the airport. Your next trip deserves this upgrade.