FAQ's

 Click on the question for the answers

1.Why do I pick up my order from JR/Duty Free?

2. How secure is the shopping site?

3. How do I change my address or email address?

4. What if I have forgotten my password?

5. What should I do if my flight details change?

6. How do I remove unwanted items from my shopping bag?

7. Why are not all the products found in your stores found on the Internet site?

8. Why must orders be placed at least 2 hours in advance of flying?

9. Are my rights as a consumer protected when I use the Regency Duty Free Internet shop?

10. What are the advantages of shopping at the Regency Duty Free Internet shop?

11. Is my Credit card information safe when I provide it over the Internet?

12. Why might the site be operating slowly?

13. What is the process for purchasing and collection for goods?

14. What are the opening times of your stores?

15. Do my children have a duty free allowance?

16. Can I place an order if I am not traveling internationally through New Zealand?

17. How do I find out about customs allowances for various countries?

1. Why do I pick up my order from JR/Duty Free?

Regency Duty Free Stores have now closed in New Zealand. However the website remains active and as good as ever. JR/Duty Free is in the same location as the Regency stores were so it is easy for you pick up your online orders in the same place you always have.

2. How secure is the shopping site?

When a Web page is marked as secure this means that all data transmitted from the server to the client computer (where the browser is located) is strongly encrypted and can not be read if it is intercepted. In the same way, all data created by that secure page - such as information typed into form fields - is encrypted when it is transmitted from the client computer to the server. It is normal in Web site design to make only pages with information such as Credit Card numbers secure because secure pages take significantly longer to load. Consequently, it is normal to move from displaying secure pages to displaying pages that are not secure. Some browsers are set up to display a warning message when this happens. This warning message can be turned off. In most cases it serves no useful purpose and most Internet users will opt to have it turned off.

3. How do I change my address or email address?

Log On and then click My Regency and then My Details edit-then click on update at the bottom of the page.

  

4. What if I have forgotten my password?

Please click on Send Reminder and type in your email address and the details will be sent to you. If you have forgotten your address click on need help and you can phone or send a message for assistance.

5. What should I do if my flight details change?

E-mail Regency Hotline with details. The E-mail Us option will help you to do this. Alternatively phone Customer Services on (09) 2567480 or 0800 502700

6. How do I remove unwanted items from my shopping bag?

Go to the shopping bag and change the quantity number and select change. Select 0 if you wish to have no products or alternatively if you wish to empty the Bag click on ‘Empty Bag’.

7. Why are not all the products found in your stores found on the Internet site?

The stores sell a selection from 25,000 constantly changing products. For the purpose of speed and convenience we have concentrated on our top selling lines. However, if you are unable to locate a product you can simply call the toll free Regency hotline (0800 502 700) or (09) 2567480 and talk to Regency staff who will provide you with details of products that are not in the Regency Internet shop. Alternatively request the product you desire on the checkout page.

8. Why must orders be placed at least 2 hours in advance of flying?

We pride ourselves on consumer satisfaction and we wish to ensure that your order is ready for collection. It takes time to collect your items together and process the paperwork. All orders are accepted by the Internet shop and can be processed for collection depending on stock held at the Airport of collection. 


9. Are my rights as a consumer protected when I use the Regency Duty Free Internet shop?

Shopping at our Internet shop is exactly the same as shopping at any of our other shops. You have exactly the same consumer rights.

Warranty / Guarantee
You may have rights under the Consumer Guarantees Act 1993.

Products or goods can be returned to any JR/Duty Free Store. The locations are:

Auckland Airport and Wellington International Airport.
Alternatively you can contact Customer Services, Telephone 0508 573889.

· All New Zealand manufacturers' guarantees are valid on products we sell

· In most cases our products have a 12-month warranty period unless it is stated otherwise.

· Please keep your till receipt for proof of purchase. Not all manufacturers provide guarantee cards. If you do not have the warranty card you will be asked for a register receipt.

If your goods are faulty, please return them to your nearest store or post/courier them toyour nearest store or call 0508 573889. All goods covered under warranty (subject to complying with the conditions of the warranty) are repaired or replaced free of charge and we will deliver them back to you.

Any goods returned for repair must have proof of purchase and/or guarantee card if available. If goods or products are returned without proof of purchase or guarantee card there may be a charge for repairs. Please note: The provisions of the Consumer Guarantees Act 1993 will not apply where goods are acquired for business purposes.

Refunds
Regency is happy to refund products that are damaged or faulty or where incorrect products are supplied that are not the fault of the customer or products purchased in error, within a reasonable time.

Please note that goods purchased in error can only be accepted in unmarked original condition and packaging complete with any accessories and instruction booklets. All electronic goods and watches are sent to the manufacturer/supplier to assess for any use or damage. In most cases we can have these checked well within 10 working days. If unsure please telephone Customer Services  0508 573889 or email customerservices@thenuancegroup.co.nz

All goods returned whether they are faulty or not must have proof of purchase supplied such as a till/register receipt or Docket Number.

If you have any problems or complaints please contact our Customer Services department. Our Technical Service and other support staff are there to help you with any problems, Telephone  0508 573889 or email customerservices@thenuancegroup.co.nz

10. What are the advantages of shopping at the Regency Duty Free Internet shop?

Many of our customers send us messages to say how hassle free shopping on the Internet is compared to rushing through our Airport shops just before catching a plane or at the end of a long tiring journey. You can place an order from anywhere in the World.

11. Is my Credit card information safe when I provide it over the Internet?

When a Web page is marked as secure this means that all data transmitted from the server to the client computer (where the browser is located) is strongly encrypted and can not be read if it is intercepted. In the same way, all data created by that secure page - such as information typed into form fields - is encrypted when it is transmitted from the client computer to the server. It is normal in Web site design to make only pages with information such as Credit Card numbers secure because secure pages take significantly longer to load. Consequently, it is normal to move from displaying secure pages to displaying pages that are not secure. Some browsers are set up to display a warning message when this happens. This warning message can be turned off. In most cases it serves no useful purpose and most Internet users will opt to have it turned off. Regency work with New Zealand's leading credit card processing company DPS. DPS are a certified credit card processor. Your credit card details are very safe, Regency and DPS use the same encryption technology that banks around the world use.

12. Why is the site so slow?

If the site appears to be slow it will, in most cases, be caused by your Internet connection. The site can sometimes be slow due to problems on the server but these are usually automatically corrected within a few minutes. It would be most unusual for any problem on the site to last for more than five minutes. In contrast the network of telephone lines supporting the Internet can be slow for large parts of the day. The biggest problem appears to be a connection between the Telecom and Clear networks called Netgate which is located in central Auckland. When Internet traffic gets high this gateway gets jammed and users can experience serious delays in their connection. This can make Web sites appear to be slow when, in fact, the delays are not due to the site at all.

13. What is the process for purchasing and collection for goods?

PLEASE NOTE YOU MUST BE TRAVELLING INTERNATIONALLY THROUGH NEW ZEALAND TO PURCHASE!
Select a Group and then a Product.
Click on and select quantity for shopping bag.
When all products are selected go to View to look at what is selected, change quantities if you wish (zero removes items from the Basket'.
Go to Checkout to add name and flight information. Sign in as a guest or submit email address and password if you are a registered member.  Click Submit Order on the bottom right of the Checkout page.
You will be sent an E-mail message with a copy of your docket. Please print as proof of your order or record the docket number.

Collection points are near the JR/Duty Free shops at Auckland, Wellington and Christchurch airports following Passport control on departure and prior to Passport control on arrival. (See Store Locations)

 

14. What are the opening times of your stores?

At Auckland International airport JR/Duty Free has several stores;
The first store, (located before immigrations), for departing passengers only is open from 5.00am-11.00pm. The main store located airside operates on all departing flights.
We have a small store outside Gate 6 for Arrivals only. This store is open for all arriving flights.

At Wellington Airport JR/Duty Free has a Landside Store and on Airside we have a Departures and Arrivals Store which are all open for departing and arriving international flights.

15. Do my children have a duty free allowance?

Children under 18 do not have a duty free allowance. This is because of the age restrictions of 18 years to purchase alcoholic beverage. 18 Years of age to purchase cigarettes.

16. Can I place an order if I am not traveling internationally through New Zealand?

Unfortunately due to New Zealand Customs regulations it is not possible to purchase duty free unless you are traveling.

17. How do I find out about customs allowances for various countries?

If you select Custom Allowances’ at the bottom of the Home page it lists New Zealand and the Main destinations. This acts as a guide, should you choose to exceed this limit then you risk penalties or confiscation of the goods.