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Frequently Asked Questions

ABOUT PRE-ORDERS

  • What is a pre-order?

A pre-order consists of a product reservation made on the LA BOUTIQUE Air France website. After the pre-order has been placed, you receive the product(s) directly on your flight.

  • How does it work?

You can place a pre-order on the LA BOUTIQUE Air France website by entering your flight number.

Your order will be prepared by our teams and placed on the aircraft trolley of the relevant flight.

During your flight, please approach a member of the crew with your printed order confirmation. You will then be able to pay for and collect your order.

  • What are the benefits?

You can prepare your pre-order at home. Your order is available for collection on your flight. You have access to a wider range of products than that available on board. By placing a pre-order, you can also benefit from an exclusive 10% discount on your pre-order’s total value (excluding tobacco).

  • Is pre-ordering subject to any special terms and conditions?

You must travel on board a flight that is operated by Air France and offers on-board sales. The deadline to place a pre-order on a flight departing from Paris Roissy or Paris Orly is three days before the date of your flight and six days for a flight arriving at Paris Roissy or Paris Orly. You must print your order confirmation so that the crew can hand over your pre-order on board the flight.

 

PLACING A PRE-ORDER

  • How do I place a pre-order?

Browse our product catalogue and select the product(s) that you wish to purchase. Print your La Boutique Air France purchase order. Present it to a member of crew during your flight to pay for and collect your products.

 

  • What is my day of arrival?

Your day of arrival, which has to be entered when you place a pre-order, is the day on which your plane lands (Paris time zone).

Please note that in certain cases, due to the time difference, the day on which you take off may differ from the day on which you land. You must enter the day on which you land.

  • How many days before my flight can I place a pre-order?

The deadline to place a pre-order on a flight departing from Paris Roissy or Paris Orly is 3 days before the date of your flight.

The deadline to place a pre-order on a flight arriving at Paris Roissy or Paris Orly is 6 days before the date of your flight.

  • How many products may I pre-order?

You may pre-order up to five products per flight.

Tobacco is limited to two products per passenger and per flight.

  • What is the maximum permitted value of a pre-order?

For each pre-order, the maximum permitted value is €550. If you wish to place an order that exceeds this amount, please contact our customer service department on +33 (1) 34 29 69 17.

  • How can I cancel my pre-order?

You can cancel your order through the Order cancellation section on our homepage.

  • How can I change my pre-order?

You cannot change a pre-order once it has been validated.

If you wish to change your order, you must cancel it and place a new order.

You can also change your pre-order on board by adding and/or removing products at the time you collect your order and before you pay for the product(s).

  • Will I receive confirmation of my pre-order?

You will receive confirmation within two hours of placing your pre-order. If you do not receive confirmation, please check the E-mail address entered and your spam box. If there is still no trace of your confirmation, please contact our customer service department on +33 (1) 34 29 69 17.

Please note! Do not forget to print your order confirmation to present it on board when you collect your order and to benefit from a 10% discount.

  • How can I benefit from a discount?

The various discounts mentioned on the LA BOUTIQUE Air France website are applied on board when you pay for your order.

To be able to apply the 10% discount, the member of crew has to scan the bar code on your order confirmation. Please note that promotions cannot be combined. If another promotion is in place when you collect your pre-order, the most beneficial promotion will be applied.

Please note that no promotions are applied to tobacco.

  • How do I collect my pre-order when on board?

Print your order confirmation and present it to a member of crew when sales open.

  • On which flights may I place a pre-order?

La Boutique Air France lets you order tax-free products before your flight from and to Paris CDG - Paris Orly.

Pre-ordering is permitted on long-haul flights as well as 14 medium-haul destinations (Algiers, Amman, Athens, Casablanca, Yerevan, Istanbul, Kiev, Marrakesh, Moscow, Oran, Rabat, Saint Petersburg, Tel Aviv, Tunis).

  • What happens if my flight is cancelled/changed?

Unfortunately, if your flight is cancelled or changed, your pre-order will not be available on board.

Nevertheless, you will be able to make a purchase from the catalogue directly on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.

 

  • What happens if I miss my flight?

 

If you miss your flight, your pre-order will not be available on board.

Nevertheless, you will be able to make a purchase from the catalogue directly on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.

  • I cannot place a pre-order. Why not?

- The flight number is invalid or does not correspond to a flight: please contact our customer service department on +33 (1) 34 29 69 17. It is possible that your flight is not eligible for pre-orders or your flight number has not been entered into the database.

- Orders may not be placed less than 3 days before the flight leaves Paris CDG/ORY. 

- Orders may not be placed less than 6 days before the flight arrives at Paris CDG/ORY.

  • What if I change my mind when on board?

You can also change your pre-order on board by adding and/or removing products at the time you collect your order and before you pay for the product(s).

You may also decide not to collect your pre-order. In this case, we would be grateful if you could cancel your order through the Order cancellation section on our homepage.

  • What will happen if my pre-order is not available on the flight?

Your order may not be available for several reasons (stock shortage, flight number was entered incorrectly, return date was entered incorrectly, etc.).

If it is not due to a shortage of stock, you can still make your purchase from the catalogue on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.

 

PRODUCTS AND STOCK

  • How are the products that are sold on board selected?

A flight’s selected products consist of best sellers, travel essentials and exclusive duty-free items.

The range of products on sale is updated every month. Consequently, between the date of your pre-order and the date of your flight:

- The range may change and certain products may be withdrawn from sale. In this case, the product will not be available. Please speak to a member of crew, who can provide advice on similar products.

- The price of items may also vary. In this case, the price in place at the time of payment will apply.

  • When I place a pre-order, is there a risk that a product will not be available on the flight?

Due to a shortage of stock, a product may not be available when you collect your order.

We would be very sorry if this happened to you.

In this situation, please speak to a member of crew, who can provide advice on similar products.

  • Can a product that I pre-ordered on my outbound flight be confiscated by customs on my return flight?

When you return to France, the goods in your baggage are exempt from customs duties if their value does not exceed the following restrictions:

- Cigarettes (passengers aged 17 or over only): 200. Exception: tobacco is forbidden upon arrival in Singapore.
- Perfume: 50 ml
- Eau de toilette: 250 ml
- Passengers under the age of 15: €150.
- Passengers aged 15 or over: €430.

Any excess must be declared at customs. Find out more from customs: www.douane.gouv.fr. If you have a connecting flight, liquids purchased on board a flight from the European Union must be placed by the salesperson in a sealed bag - with the proof of purchase - and remain in the bag until your final destination. In all other cases, the liquids purchased will be confiscated.

  • Does the 10% discount apply to the whole of my order?

The discount applies to the whole of your order, except tobacco products. 

 

 

PRICE

  • How are the savings calculated?

The calculation of the saving made on the on-board purchase of a product is based on the average price usually found in France.

  • What if the product price shown on the website differs from the price specified on board?

The range of products on sale is updated every month. Consequently, between the date of your pre-order and the date of your flight, prices may change. In this case, the price in place at the time of payment will apply.

 

PAYMENT

  • How do I pay for my pre-order?

Payment is made on board when you collect your order from a member of crew.

The member of crew will scan your order confirmation, apply any discounts and take payment.

Your order cannot be settled on the LA BOUTIQUE Air France website.

  • What payment methods are accepted?

Currencies: euro: notes and coins accepted. USD (US dollar), GBP (pound sterling), XAF (CFA Central Africa), XOF (CFA West), JPY (yen), CAD (Canadian dollar), XPF (French Pacific franc), CHF (Swiss franc), BRL (real), MAD (dirham), RUB (rouble), CNY (Chinese yuan (Renminbi)) notes accepted only. Currency payments are accepted up to a value of €1,000.

Payment by cheque: accepted up to a value of €500 per holder and per flight. The cheque must be in euros and valid for clearance in France, made payable to Dutyfly Solutions. Only cheques issued by a French bank are accepted upon presentation of the passport that corresponds to the cheque holder.

Bank cards with the following maximum amounts:  

  JCB: €800

  AMEX: €550

  Visa/ Mastercard chip card: €550

  Visa/ Mastercard magnetic card: €200

Cards not accepted: pre-paid gift cards, online, debit and e-cash cards, Nickel account, Diners Club and Union Pay cards.  Certain cards, which are usually accepted, may be exceptionally refused on board depending on the conditions of use specified by your bank or maximum purchase amounts that have already been reached.

For any payment above €150, a valid passport may have to be presented.

 

AFTER-SALES SERVICE

After-sales service is only managed through the website’s contact section. Cabin crew are not responsible for providing any after-sales service.

  • May I ask to be reimbursed if I am not happy with the product?

You can only be reimbursed if the product is faulty.

Please note that we are not subject to the provisions of article L221-1 (particularly the 14-day withdrawal period). It should be noted that the airplane is the place in which we usually and permanently conduct our business and that we are not subject to the other provisions of this article regarding distance selling.

Consequently, there are no grounds to believe that we are involved in distance selling.

  • May I ask to exchange the product for a different product if I am not happy with it?

It is not possible to exchange one product for another.

  • What type of warranty covers products that are purchased on board?

Products that are purchased on board are covered by a one-year warranty as from the date of purchase and only in the event of a proven manufacturing defect or fault attributable to the manufacturer. If the purchased product meets one of these criteria, you may return it to our customer service department in its original packaging, together with the receipt and the warranty certificate at the following address: DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE – CEDEX – FRANCE.

  • What should I do if the product that I purchased is faulty?

If the purchased product is faulty, you may return it to our customer service department in its original packaging, together with the receipt and the warranty certificate at the following address: DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE – CEDEX – FRANCE.

  • Who bears the return costs?

The product return costs shall be borne by the customer. The customer is responsible for the carriage of returned products.

If the product cannot be delivered by the post office (La Poste), the customer may use the services of a carrier of his or her choice.

 

 

ABOUT PRE-ORDERS

  • What is a pre-order?

A pre-order consists of a product reservation made on the LA BOUTIQUE Air France website. After the pre-order has been placed, you receive the product(s) directly on your flight.

  • How does it work?

You can place a pre-order on the LA BOUTIQUE Air France website by entering your flight number.

Your order will be prepared by our teams and placed on the aircraft trolley of the relevant flight.

During your flight, please approach a member of the crew with your printed order confirmation. You will then be able to pay for and collect your order.

  • What are the benefits?

You can prepare your pre-order at home. Your order is available for collection on your flight. You have access to a wider range of products than that available on board. By placing a pre-order, you can also benefit from an exclusive 10% discount on your pre-order’s total value (excluding tobacco).

  • Is pre-ordering subject to any special terms and conditions?

You must travel on board a flight that is operated by Air France and offers on-board sales. The deadline to place a pre-order on a flight departing from Paris Roissy or Paris Orly is three days before the date of your flight and six days for a flight arriving at Paris Roissy or Paris Orly. You must print your order confirmation so that the crew can hand over your pre-order on board the flight.

 

PLACING A PRE-ORDER

  • How do I place a pre-order?

Browse our product catalogue and select the product(s) that you wish to purchase. Print your La Boutique Air France purchase order. Present it to a member of crew during your flight to pay for and collect your products.

 

  • What is my day of arrival?

Your day of arrival, which has to be entered when you place a pre-order, is the day on which your plane lands (Paris time zone).

Please note that in certain cases, due to the time difference, the day on which you take off may differ from the day on which you land. You must enter the day on which you land.

  • How many days before my flight can I place a pre-order?

The deadline to place a pre-order on a flight departing from Paris Roissy or Paris Orly is 3 days before the date of your flight.

The deadline to place a pre-order on a flight arriving at Paris Roissy or Paris Orly is 6 days before the date of your flight.

  • How many products may I pre-order?

You may pre-order up to five products per flight.

Tobacco is limited to two products per passenger and per flight.

  • What is the maximum permitted value of a pre-order?

For each pre-order, the maximum permitted value is €550. If you wish to place an order that exceeds this amount, please contact our customer service department on +33 (1) 34 29 69 17.

  • How can I cancel my pre-order?

You can cancel your order through the Order cancellation section on our homepage.

  • How can I change my pre-order?

You cannot change a pre-order once it has been validated.

If you wish to change your order, you must cancel it and place a new order.

You can also change your pre-order on board by adding and/or removing products at the time you collect your order and before you pay for the product(s).

  • Will I receive confirmation of my pre-order?

You will receive confirmation within two hours of placing your pre-order. If you do not receive confirmation, please check the E-mail address entered and your spam box. If there is still no trace of your confirmation, please contact our customer service department on +33 (1) 34 29 69 17.

Please note! Do not forget to print your order confirmation to present it on board when you collect your order and to benefit from a 10% discount.

  • How can I benefit from a discount?

The various discounts mentioned on the LA BOUTIQUE Air France website are applied on board when you pay for your order.

To be able to apply the 10% discount, the member of crew has to scan the bar code on your order confirmation. Please note that promotions cannot be combined. If another promotion is in place when you collect your pre-order, the most beneficial promotion will be applied.

Please note that no promotions are applied to tobacco.

  • How do I collect my pre-order when on board?

Print your order confirmation and present it to a member of crew when sales open.

  • On which flights may I place a pre-order?

La Boutique Air France lets you order tax-free products before your flight from and to Paris CDG - Paris Orly.

Pre-ordering is permitted on long-haul flights as well as 14 medium-haul destinations (Algiers, Amman, Athens, Casablanca, Yerevan, Istanbul, Kiev, Marrakesh, Moscow, Oran, Rabat, Saint Petersburg, Tel Aviv, Tunis).

  • What happens if my flight is cancelled/changed?

Unfortunately, if your flight is cancelled or changed, your pre-order will not be available on board.

Nevertheless, you will be able to make a purchase from the catalogue directly on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.



  • What happens if I miss my flight?

 

If you miss your flight, your pre-order will not be available on board.

Nevertheless, you will be able to make a purchase from the catalogue directly on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.

  • I cannot place a pre-order. Why not?

- The flight number is invalid or does not correspond to a flight: please contact our customer service department on +33 (1) 34 29 69 17. It is possible that your flight is not eligible for pre-orders or your flight number has not been entered into the database.

- Orders may not be placed less than 3 days before the flight leaves Paris CDG/ORY. 

- Orders may not be placed less than 6 days before the flight arrives at Paris CDG/ORY.

  • What if I change my mind when on board?

You can also change your pre-order on board by adding and/or removing products at the time you collect your order and before you pay for the product(s).

You may also decide not to collect your pre-order. In this case, we would be grateful if you could cancel your order through the Order cancellation section on our homepage.

  • What will happen if my pre-order is not available on the flight?

Your order may not be available for several reasons (stock shortage, flight number was entered incorrectly, return date was entered incorrectly, etc.).

If it is not due to a shortage of stock, you can still make your purchase from the catalogue on board. You will still benefit from the 10% discount by handing over your printed order confirmation to a member of crew.

 

PRODUCTS AND STOCK

  • How are the products that are sold on board selected?

A flight’s selected products consist of best sellers, travel essentials and exclusive duty-free items.

The range of products on sale is updated every month. Consequently, between the date of your pre-order and the date of your flight:

- The range may change and certain products may be withdrawn from sale. In this case, the product will not be available. Please speak to a member of crew, who can provide advice on similar products.

- The price of items may also vary. In this case, the price in place at the time of payment will apply.

  • When I place a pre-order, is there a risk that a product will not be available on the flight?

Due to a shortage of stock, a product may not be available when you collect your order.

We would be very sorry if this happened to you.

In this situation, please speak to a member of crew, who can provide advice on similar products.

  • Can a product that I pre-ordered on my outbound flight be confiscated by customs on my return flight?

When you return to France, the goods in your baggage are exempt from customs duties if their value does not exceed the following restrictions:

- Cigarettes (passengers aged 17 or over only): 200. Exception: tobacco is forbidden upon arrival in Singapore.
- Perfume: 50 ml
- Eau de toilette: 250 ml
- Passengers under the age of 15: €150.
- Passengers aged 15 or over: €430.

Any excess must be declared at customs. Find out more from customs: www.douane.gouv.fr. If you have a connecting flight, liquids purchased on board a flight from the European Union must be placed by the salesperson in a sealed bag - with the proof of purchase - and remain in the bag until your final destination. In all other cases, the liquids purchased will be confiscated.

  • Does the 10% discount apply to the whole of my order?

The discount applies to the whole of your order, except tobacco products. 

 

 

PRICE

  • How are the savings calculated?

The calculation of the saving made on the on-board purchase of a product is based on the average price usually found in France.

  • What if the product price shown on the website differs from the price specified on board?

The range of products on sale is updated every month. Consequently, between the date of your pre-order and the date of your flight, prices may change. In this case, the price in place at the time of payment will apply.

 

PAYMENT

  • How do I pay for my pre-order?

Payment is made on board when you collect your order from a member of crew.

The member of crew will scan your order confirmation, apply any discounts and take payment.

Your order cannot be settled on the LA BOUTIQUE Air France website.

  • What payment methods are accepted?

Currencies: euro: notes and coins accepted. USD (US dollar), GBP (pound sterling), XAF (CFA Central Africa), XOF (CFA West), JPY (yen), CAD (Canadian dollar), XPF (French Pacific franc), CHF (Swiss franc), BRL (real), MAD (dirham), RUB (rouble), CNY (Chinese yuan (Renminbi)) notes accepted only. Currency payments are accepted up to a value of €1,000.

Payment by cheque: accepted up to a value of €500 per holder and per flight. The cheque must be in euros and valid for clearance in France, made payable to Dutyfly Solutions. Only cheques issued by a French bank are accepted upon presentation of the passport that corresponds to the cheque holder.

Bank cards with the following maximum amounts:  

  JCB: €800

  AMEX: €550

  Visa/ Mastercard chip card: €550

  Visa/ Mastercard magnetic card: €200

Cards not accepted: pre-paid gift cards, online, debit and e-cash cards, Nickel account, Diners Club and Union Pay cards.  Certain cards, which are usually accepted, may be exceptionally refused on board depending on the conditions of use specified by your bank or maximum purchase amounts that have already been reached.

For any payment above €150, a valid passport may have to be presented.

 

AFTER-SALES SERVICE

After-sales service is only managed through the website’s contact section. Cabin crew are not responsible for providing any after-sales service.

  • May I ask to be reimbursed if I am not happy with the product?

You can only be reimbursed if the product is faulty.

Please note that we are not subject to the provisions of article L221-1 (particularly the 14-day withdrawal period). It should be noted that the airplane is the place in which we usually and permanently conduct our business and that we are not subject to the other provisions of this article regarding distance selling.

Consequently, there are no grounds to believe that we are involved in distance selling.

  • May I ask to exchange the product for a different product if I am not happy with it?

It is not possible to exchange one product for another.

  • What type of warranty covers products that are purchased on board?

Products that are purchased on board are covered by a one-year warranty as from the date of purchase and only in the event of a proven manufacturing defect or fault attributable to the manufacturer. If the purchased product meets one of these criteria, you may return it to our customer service department in its original packaging, together with the receipt and the warranty certificate at the following address: DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE – CEDEX – FRANCE.

  • What should I do if the product that I purchased is faulty?

If the purchased product is faulty, you may return it to our customer service department in its original packaging, together with the receipt and the warranty certificate at the following address: DUTYFLY SOLUTIONS – ZAC du Moulin – 6 rue du Meunier – BP 17014 – 95722 ROISSY CHARLES DE GAULLE – CEDEX – FRANCE.

  • Who bears the return costs?

The product return costs shall be borne by the customer. The customer is responsible for the carriage of returned products.

If the product cannot be delivered by the post office (La Poste), the customer may use the services of a carrier of his or her choice.