FAQ's Extime.com

You can access the extime.com online store by clicking here. 

To start shopping on extime.com, enter your flight date and number in the section ''I fill in my flight''. 

If you have a Paris Aéroport account and you are a member of the Extime Rewards loyalty programme, you can login to the extime.com online store with your Paris Aéroport login details (email and password).

To place an order on extime.com, you must have an extime.com customer account and be a member of the Extime Rewards loyalty programme. If you are not yet a member of the Extime Rewards loyalty programme, you can register directly via your Paris Aéroport customer account.

No, the "Click & Collect" service is not available from the Paris Aéroport mobile application. 

To buy online, go to the extime.com online store.

The window for booking a product in "Click & Collect" extend from D-60 to H-20 before your flight. Outside this reservation window, you will not be able to place an order on the online store. 

Your flight number determines your eligibility for "Duty Paid" or "Duty Free" rates depending on your final destination. Prices may vary depending on your departure terminal. 

- You anticipate your arrival at the airport by ordering online before you arrive at the airport. 
- You can collect your purchases directly from the airport before boarding.
- You benefit from a wide range of products with even more choice than in the store!
- You benefit from preferential rates thanks to the Extime Rewards loyalty programme. 
- You pay online via a 100% secure payment method: CB, Visa, Mastercard, AMEX, Apple Pay, Alipay, WeChat Pay, China UnionPay
- You save time thanks to a dedicated collection point at the terminals in Paris-Charles de Gaulle and Paris-Orly.

You can order from D-60 to H-20 before the date and time of your flight.

The accepted payment methods are : CB, Visa, Mastercard, AMEX, Apple Pay, Alipay, WeChat Pay, China UnionPay. 

Payment in instalments is not available.

No, orders can only be placed online.

We invite you to contact the merchant via the contact details indicated at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

If you have received an email stating that your order is ready, you can no longer cancel it from your customer area. We invite you to contact the merchant via the contact details at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

If you wish to cancel part of your order, please contact the merchant via the contact details on the seller page and/or at the bottom of your order confirmation email. 
If you have not yet received an email indicating that your order is ready then you can cancel it from your customer area here.

There is no charge for cancelling. If your bank account has already been debited, the refund will be made by re-crediting the payment method used for the original transaction within a few days.

As long as you have not validated and paid your order, you can add or remove products from your cart.
Once your order has been validated and paid, you will not be able to modify your order.
Access my orders here.
 

You can consult the details of your order directly from your customer area/ heading "My orders/ my current orders" here.

The status of your order is updated in your customer area at each stage of its preparation. You will also receive an e-mail informing you that your order is ready.
If you have any questions about your order, you can contact the merchant using the contact details at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

Your receipt will be given to you when you collect your order from the store.

We invite you to contact the merchant via the contact details indicated at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

This feature is available for Extime Duty Free Paris, Relay.

Not available for Ladurée.

Reminder of the ratio: 1 euros excl. tax = 1 point and 400 points = 8 euros excl. tax. 

If you only have 400 points in your account and your purchase only contains one item, and it is strictly less than €8 excl. tax, then you will not be able to use your 400 points. 

However, if you hold 401 points, this is possible and only 400 points will be charged to you. 

This is a marginally special case, as indicated in Extime Rewards Terms and Conditions

Quotas and allowances for each type of goods are set by the Customs Services of each country. These quotas and allowances are harmonised within the European Union.
To consult the customs allowances applied for each destination, please consult the IATA TRAVEL CENTRE website here. 
To consult the duty-free allowances applied for France and the European Union, consult the French Customs Service website here.

The "tax-free allowance" can be granted if you can prove that you meet these 4 conditions:
- You must be ordinarily resident abroad (outside the European Union) at the time of purchase.
- Be at least 16 years old.
- You are visiting France for less than 6 months.
- Possess goods that have left the EU before the end of the third month following the date of purchase.
People living in a French overseas collectivity, in an overseas territory of another European country, in Andorra, San Marino or the Vatican, can also benefit from the tax exemption.
Purchasers excluded from the scheme are members of diplomatic and consular missions and international organisations in France, residents of Guadeloupe, Martinique, Guyana, Mayotte, Reunion and Monaco.

If you make a purchase on the online store and chose to use your points, if your payment does not go through, the points you used will be recredited to your account within 1 hour. After 1 hour, your points balance will be updated, and you will be able to use your points.

It may happen that one of the products ordered is no longer available when the order is prepared.

The merchant will then cancel the missing product from your order:

- If your bank account has not yet been debited, only the amount corresponding to the prepared order will be debited.

- If your bank account has already been debited, you will be reimbursed within a few days for the amount of the cancelled items on the payment method used for the initial transaction.

- If you wish, you can cancel your order by contacting the merchant directly.

- If you are still at the airport, you can inform the merchant for a refund or exchange if the product is faulty (subject to availability in the store).

- If you have left the airport, please contact the seller via the contact details at the bottom of your order confirmation email to arrange a return.

All products must be returned to the merchant in new condition within 30 days of picking up your order. 
For reasons of hygiene, beauty products can only be returned if they have not been used (hermetically sealed) and intact.
For the same reasons, make-up products cannot be returned.
Returns of tobacco products, spirits and gourmet food products are not allowed due to customs procedures.

Fresh and perishable products such as macaroons, chocolates and pastries cannot be returned.
If you have any further questions about your order, you can contact the merchant via the contact details at the bottom of your order confirmation email and/or on the seller page below:
 

 Extime Duty Free Paris     Ladurée     Relay

We invite you to contact the merchant via the contact details indicated at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

Your order will be automatically cancelled and you will be refunded.

Yes, on extime.com you get the same prices and benefits as in the physical airport store.

A "Duty Free" fare is a fare that is exempt from the tax that is normally imposed on it. Thus, a passenger purchasing a good on a "Duty Free" fare does not pay the tax that is normally attributed to the purchase.

Unlike a "Duty Free" fare, a "Duty Paid" fare is a fully tax inclusive fare. "Duty Paid" rates apply to all destinations within the European Union.

To benefit from the "Duty Free" rates on extime.com, you must meet the following conditions:
- Hold a boarding pass for a direct flight from Paris to an international destination.
- Hold a boarding pass for a flight to an EU destination from Paris, and a connecting flight from this city to an international final destination (intermediate connections possible). The notion of connecting flight is understood here to mean direct transit flights (the passenger is checked in from Paris to his final destination, and remains in the connecting circuit without time criteria, without leaving the public area).

No, tobacco sales are not available in the extime.com online store.

Each merchant defines the maximum quantity of products of the same reference that you can put in your basket.

You may use your promotional code when you arrive in your basket. Your promotional code is attached to a merchant. For example, if your promotional code is for car park, you will only be able to use it for your car park reservations. 

Yes, you have to be connected to your account to use your promotional code. The promotional code can be generic or linked to your account.

Yes, you can use your promotional code with other offers and with the use of Extime points. However, you can use only one promotional code in your basket, multiple promotional codes can not be used at once.

Terminal stores are open from the first flight of the day until the last, Monday to Sunday, at all terminals where flights are operated.

No, payment is made exclusively online when ordering.

Each terminal has its own dedicated "Click & Collect" counter. Find your order pick-up location here. Information about this collection point will be also communicated to you in the email informing you that your order is ready.

You will be able to collect your order directly from your departure terminal at the dedicated "Click & Collect" counter.  Information about this collection point will be communicated to you in the email informing you that your order is ready.

To collect your order, you will need to bring the email confirming that your order is ready, your boarding pass and proof of identity (ID/passport).

No, only the person who placed the order is allowed to collect it at the "Click & Collect" counter, by presenting the email confirming that the order is ready, boarding pass and ID.

The client's first and last name given at the time of online booking must remain the same for the products collection process. If the client has changed their first or last name during the order life cycle, the merchant has the right not to deliver the Click&Collect products to the client.

No, it is not possible to have your order delivered.

No, the "Click & Collect" service consists of shopping online at extime.com and collecting your purchases on the day of your flight in your departure terminal.

If you wish to collect your purchases on your return, Extime Duty Free Paris offers another service called "Shop & Collect" which allows you to collect your purchases made in the store on your departure directly on your return to the airport.

This service is very different from the "Click & Collect" service offered on extime.com.

The order is collected on the day of the flight.
If the order is not collected on the day of the flight, the merchant will declare the order uncollected, cancel the order on the day after the flight and initiate the refund.

The collection of the order is done directly in the departure terminal in the merchant's store. The collection point will be specified in the email indicating that your order is ready.

If you have not been able to collect your order, it will be automatically cancelled and you will be refunded.

If your flight has been cancelled and you are unable to travel on the same day, your order will be automatically cancelled.

However, if your flight has been cancelled and you are able to travel on another flight on the same day and in the same departure terminal, you will still be able to collect your order at the dedicated "Click & Collect" counter.

No, only the person who placed the order is authorised to collect it, presenting the e-mail confirming that the order is ready, the boarding pass and an identity document.

If your flight has been rescheduled on the same day as your original departure date, your order will still be available. 
However, if your flight is rescheduled 24 hours or more after your original departure date, your order will be automatically cancelled. If this happens, we advise you to contact the merchant via the contact details indicated at the bottom of your order confirmation email and/or on the seller page below:

Extime Duty Free Paris     Ladurée     Relay

Yes, if you change flights, travel on the same day as your original flight and in the same departure terminal, you can still collect your order with your new boarding pass.

If you have missed your flight and are unable to travel on the same day, your order will be automatically cancelled and you will be refunded.

Yes, your order can be collected at any time on the day of your initial flight. Please feel free to contact the store on the contact details in the order confirmation email to inform them of this.

If your flight has been delayed on the same day as your original departure day, your order will still be available.

No, your order will always be assigned to the terminal you entered when ordering. No transfer of terminal is possible. In this case, we advise you to contact the store on the contact details provided in the order confirmation email to inform them.