FAQs

Order online before your Kenya Airways flight and pay when you order. Our crew bring your order to your seat during the flight. See how it works.

Pre-order is available on Kenya Airways operated flights. Codeshare flights operated by partners are not included.

Up to 72 hours before your flight’s scheduled departure, based on the departure airport’s local time.

Not for pre-order, as orders close 72 hours before departure. On selected flights you can still buy from our onboard range during the flight.

Try the search at the top of the page (on a phone, tap Search in the bar at the bottom). If you still can’t find it, email info@safaridutyfree.co.ke or call +254 716 666 665.

Yes. Each order can be up to USD 325 (or the same amount in KES, GBP or EUR), counted at the prices you pay after any offer. Your cart shows how much you have left. If you want more, place a second order.

Yes. If you have any trouble ordering on the website, email info@safaridutyfree.co.ke or call +254 716 666 665 and our Customer Service team will help.

By card, M-Pesa, Asante Rewards points, or a mix of points and card or M-Pesa.

All major credit and charge cards.

No. You pay in full when you order online, so there is nothing to pay on board.

Yes, up to 48 hours before your flight departs. To cancel, open Track your order, enter your order number and email, and press Cancel order; if you have already paid, we refund you in full. After that, your order is packed for your flight. To change an order, or for help, email info@safaridutyfree.co.ke or call +254 716 666 665.

If Kenya Airways changes or cancels your flight, we’ll move your order to your new flight where possible, or refund you in full – we’ll email you. If you change your booking yourself, tell us at least 48 hours before your original flight: your order moves with you if the new flight is at least 72 hours away; otherwise we refund you in full, and any points go back to your Asante Rewards account. Call +254 716 666 665 with your order number and new flight.

If you don’t travel and haven’t told us at least 48 hours before departure, we refund the amount paid less an administration fee of 20% of the purchase value. Duty-free goods can’t be released to you on the ground or posted to you. If you decline your order on board, it’s treated the same way. If you tell us at least 48 hours before departure, you can cancel for a full refund, or move your order to a new flight. Call +254 716 666 665 or email info@safaridutyfree.co.ke.

See our Cancellation, Returns and Refunds policy. When you contact us, please have your order number ready.

Our crew bring it to your seat on the flight you gave at checkout. Show your order confirmation email, with your order number, and your boarding pass. We check ID for liquor.

Yes, on selected flights. Our crew carry a smaller onboard range, subject to availability. See the onboard range.

It depends on where you land. See our allowances guide.

Keep liquor and fragrance sealed in the security bag with the receipt until your final destination. Read the guide.