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Frequently Asked Questions

What should I do if I can’t find the product I am looking for?
The first thing to do is to use the 'Search' at the top of the page. If you still can’t find the product you require then you can email us at or call us on +254 734 104747 or +254 711 024747.

I am confused about how to place an order through the website – can I order over the phone?
If you have any problems placing your order you can contact us by email at or call us on +254 734 104747 or +254 711 024747.

What happens if my flight plans change?
Just call our Customer Service team on +254 734 104747 or +254 711 024747. We’ll make sure you receive your order on the altered flight. 

How do I return goods and what information do I need to provide?
Please refer to our Returns Policy, which can be found in the Terms and Conditions section.

Can I pre-purchase goods the day before I fly?
For Kenya Airways Duty Free items, please place your order no later than 48 hours before your flight if you are departing from Nairobi, and at least 72 hours beforehand if you are flying from other destinations.  If you are flying from long haul destination, we require at least 72 hours to fulfil your order.

For more information about order times, please click here

What are my duty free allowances? 
A full list of duty free allowances can be viewed here

How do I cancel my order? What if I’ve missed my flight?
Simply call our Customer Service team and we will refund your money. The contact details can be found on the Contact Us page.

How will my pre-purchase be delivered?
After placing your order online, from a Cabin Crew member on board or through Customer Service team, your goods will be delivered to you on the aircraft, on the flight you specified. Please bring your order confirmation e-mail with your transaction number to show to a Cabin Crew member when receiving your items.

Can I pay on delivery?
All payments will have to be made at the time of ordering online.

Which credit cards are accepted?
We accept all major charge and credit cards.

Can I buy on board?
If you didn’t manage to pre-purchase your preferred items before the flight, you may choose from a smaller KQ Duty Free Onboard range, available on board selected flights (subject to availability).

Our KQ Duty Free range of gifts can be pre-purchased online and the products will be available on board. You can buy your duty and tax-free products before you fly for delivery to your seat. For more information about our pre-purchase service, please click here.

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