Frequently Asked Questions

1. How and from where can I collect the items purchased from the MDF website?

The items purchased from the MDF website can be collected from the Muscat Duty Free Customer Service Desk on the 2nd floor. The Customer Service Desk is at the entrance to the Duty Free Shops at Departures, near the escalators (after immigration and security check). To collect the goods purchased, you have to present an electronic or printed copy of the Purchase Receipt to the Duty Manager, along with proof of identification.

In case of any difficulty, you may contact the Duty Manager on +968 99464297, who will be available 24/7 at the Duty Free Shop floor.

2. What happens if I make a purchase online but there is a change in my travel plans or I’m unable to travel?

If there is a change in travel plans and the dates are different from what was originally mentioned in the Purchase Receipt, you can send an email to general@muscatdutyfree.com and intimate us about the new travel date. We will have your purchase ready as per your new travel date. However, if you are unable to travel, your money will be refunded back to your card after a 30 day period. As a policy, all items that have been online purchased online but not collected from Muscat Duty Free within 30 days of purchase will be refunded automatically.

3. Can I make a purchase online and nominate another person to collect items for me on my behalf?

Yes, you can. When you make the purchase, please ensure that you mention the name of the person who will come to collect the item on your behalf (your nominee), in the ‘Special Instructions’ field in the billing form. You nominee should approach the Customer Service Desk at Departures and produce an electronic version or print out of the Purchase Receipt to collect purchase. The items purchased will be handed over to your nominee after verification of his ID (passport or national ID card).

4. What should I do if I’m not able to complete the transaction online or an error occurred while purchasing?

In the rare occasion that you encounter an error while processing your transactions, you can send us an email on general@muscatdutyfree.com mentioning the nature of the error and we will respond to you within 48hours (in most cases). Our systems are designed to automatically notify us of any errors that occur while transacting and we will update and revert to you at the earliest.

5. What if the items I am looking for are not available on the MDF website?

While we have made every effort to consider the widest possible selection of brands and products in the MDF website, we are sure you’ll appreciate the practically difficulty of showcasing our entire range of products online. So, if there’s a product you can’t find on our website, chances are that we would have it in our shop floor. Please send us an email at general@muscatdutyfree.com mentioning the product you are looking for and we will revert to you with availability and price of the product. The product however will have to be purchased physically on the ground arEBtrrivalge inmer Serviwouldsfunded automatica6ncodedhttps:not able to complp>

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