Help Center

The Laneway is Melbourne Airport’s marketplace platform which allows you to shop online and purchase goods (via a ‘Click and Collect’ service) from participating retailers located at Melbourne Airport (each, a Vendor).Note that the Laneway is an online platform which is designed to facilitate the sale and fulfilment of goods between you and a Vendor.  Any agreement to purchase goods is between you and a Vendor, and Melbourne Airport is not a party to, or in any way responsible for, such agreement.At this stage, goods may be purchased via the Laneway by persons who are travelling internationally from / to Melbourne Airport.Please note that access to and use of the Laneway is subject to the Laneway terms of use.

Currently, only passengers travelling internationally from / to Melbourne Airport can purchase goods via the Laneway. 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.

Laneway offers best-selling products from a selection of Melbourne Airport’s most popular retailers. The range of duty free goods includes technology, spirits, beauty, exclusive Australian and Melbourne brands and more. Items that are available online can generally also be found in store, noting that no guarantees are made as to availability

Start your shopping experience by simply browsing the Laneway (available on Melbourne Airport’s website).  Special promotional offers may be available from time to time. Select your preferred goods and add them to your cart.  When you reach the online check out, insert your date of departure from / arrival to Melbourne Airport, together with other requested details and select the most convenient collection point for your goods as located in Melbourne Airport.

All payments for goods are made via Stripe, one of the world’s largest and most trusted payment gateway and e-Payments platform.  Stripe also specialises in Chinese mobile payment services and accepts payments made through AliPay and WeChat Pay.

The Laneway makes it easy to order online.If you would like to make a purchase, please follow the instructions below on how to place your order.1. Browse the Laneway and select "Add to Cart" for the items you wish to purchase.2. Once you have finished shopping, in the top right-hand corner of your screen, select your shopping cart and click “Go to checkout” to place your order.3. Confirm your details4. Select “Next” to continue to payment and enter your details. Enter promo code if you have one and select “Apply”. 5. Click "Place order" to process your order. Please note that by clicking “Place order”, you are agreeing to the terms and of sale or any other requirements stipulated by the relevant Vendor. Please ensure you have read these terms / requirements prior to clicking “Place order”.6. Your order confirmation will appear on your screen. You will also be emailed a copy of your order confirmation along with your order details.

Once your order has been successfully submitted, an order confirmation page will load in your browser with your order number.This will be promptly followed by delivery of an order confirmation email to the email address you supplied at checkout. Please check your ‘Junk’ and ‘Spam’ folders if you have not received an order confirmation within an hour from the time you submitted your order.If you have created a Laneway account, you can also find your order confirmation and the status of your order under the ‘order history’ tab in your Laneway account.

Please check your email ‘Junk’ or ‘Spam’ folders first. If your order confirmation email is not there, please get in touch with the relevant Vendor.  If you have purchased a duty free item, please contact au.customerservice@au.dufry.com.

No, the Laneway does not currently offer Paypal as a payment option although this may change in the future.

The Laneway is an online platform, and will generally be available 24 hours a day / 7 days a week (noting that the Laneway or parts of it may be unavailable while we conduct maintenance, or for technical or other reasons.  Purchases must be made at any time between 60 days to 24 hours prior to your actual international departure / arrival time.

All orders must be collected by the person who placed the order, and there are no exceptions to this requirement. On collection, you will be required to provide certain information / documentation to assist in verifying that you were the person who placed the order, namely: your passport; your travel documents (including boarding pass), which must be consistent with any details provided in connection with your order; the credit card used to place the order (to verify yourself as the holder of that credit card); and/or a copy of the purchase confirmation receipt emailed to you in connection with the order.  If you are unable to verify that you are the person who placed the order then your order may be cancelled

There are currently 2 collection points available to pick up your goods:- Arrivals, the collection point is at the front of Duty Free store before you clear Immigration and Border Protection. View map here.- Departures, the collection point is located in Duty Free store, after Immigration. View map here

You will need to contact the relevant Vendor.  Where you have purchased duty free goods, please contact au.customerservice@au.dufry.com

Yes, please bring your confirmation email, passport and boarding pass to assist with prompt collection of your goods.

You must contact the relevant Vendor for assistance. Where you have purchased duty free goods and consider they are faulty, please contact au.customerservice@au.dufry.comAs a consumer, you have the benefit of certain non-excludable guarantees, including that goods are of an acceptable quality, fit for purpose and match the description given of them.  If something goes wrong with a good you have purchased, the relevant Vendor will be responsible for providing you with a remedy, such as repair, replacement or refund. Your goods may also come with certain warranties which are separate to and do not replace consumer guarantees.  Information about relevant warranties will be included with the relevant good(s).

Exchanges are controlled and managed by the relevant Vendor and will be subject to the relevant Vendor’s terms of sale or other requirements.If you wish to exchange an item, please contact the relevant Vendor for assistance.

No, replacement items are unable to be delivered to you.  You will need to arrange for collection of any replacement items from a collection point.  This will need to be arranged with the relevant Vendor.

You will need to contact the relevant Vendor.Where you have purchased duty free goods and wish to cancel your order, please contact au.customerservice@au.dufry.com

Promotional offers may apply from time to time and these will be advertised on the Laneway.  If you have purchased a product to which a promotional discount applies, the application of the discount will be shown on the checkout page, in the order confirmation email and also on the receipt.

Sellers on the Laneway Marketplace regularly publish discounts and promotions on products. These discounts are applicable to specific products only and product exclusions may apply in all cases. To determine the discount applicable to the products you are purchasing, please check the applied discounts at checkout. Some products may carry multi-buy discounts, these discounts are applicable when purchasing the stated number of products. Products that carry a pricing discount will be presented with the original price marked down and the discounted price shown on both the product tile as well as in the cart. The price you pay at checkout is the final price and no further discounts or reductions may be applied.

Some products on the Laneway Marketplace carry a 10% discount. These products are displayed with a price mark-down on the product. Product exclusions apply and may change from time to time.

You are solely responsible for checking the duty free / customs allowances for all destination countries that you are travelling to.  Please note that duty free and customs allowances vary depending on where you are travelling to and may also be changed from time to time.  Neither Melbourne Airport nor any Vendor is responsible in the event your purchase does not comply with any applicable customers regulations and/or duty free regulations and we will not be responsible for the consequences of you purchasing more goods than permitted by applicable regulations.

You are responsible for checking customs allowances, noting that these may be changed from time to time.www.abf.gov.au

Yes, restrictions apply to the carriage of liquids, aerosols, and gels (LAGS)  in your carry on luggage and items not meeting carriage restrictions will need to be forfeited. You are responsible for ensuring that you understand and comply with all carriage restrictions.

If you have any question relating to the Laneway (including any problems you experience using the Laneway), please contact our Customer Service team at lanewaysupport@melair.com.au who will assist you with your enquiry. Note that if you submit a question on Monday to Friday, the Customer Service team will generally respond to your question within a period of 24 hours.  For questions submitted on the weekend, the Customer Service team will endeavour to respond on the next business day.If you have a question regarding:the goods that you have purchased or intend to purchase; your collection of the goods; or exchange, refund or return of the goods, you should contact the relevant Vendor.

Yes, you can buy online and collect your items on your departure from or arrival at Melbourne International terminal T2.  At the time you submit your order via the Laneway, you can select your preferred collection point.

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.Terms and conditions can be found on landing page of the Laneway site. Terms for Specific Vendors can be found here: https://melbourne.shopdutyfree.com/en/terms

Laneway requires your flight details so it can ensure that your order is ready and waiting for you to pick up before your flight departure from / arrival to Melbourne Airport as well as confirm that you are eligible to purchase duty free items.

If you have purchased duty free goods and your flight number is not being recognised , please get in touch with au.customerservice@au.dufry.com so they can assist. Sometimes, your flight may not be recognised if it is a chartered flight or code share flight.Note also that in order for your flight number to be recognised, you must be travelling internationally from / to Melbourne Airport (you are not considered to be travelling internationally from / to Melbourne Airport if you transfer through another airport in another Australian capital city.

If you have purchased duty free goods, please contact au.customerservice@au.dufry.com