Privacy Policy

This policy applies to information processed when you interact with Delhi Duty Free digital surfaces — our website, mobile apps, traveller-facing kiosks, customer-care channels — and our airport stores at IGI Airport, New Delhi. It does not cover the practices of independent brands, payment gateways, airline systems or third-party websites you reach via links from our pages; those parties operate under their own privacy notices.

We only ask for information that helps us complete a duty-free journey safely and within regulation. This typically includes:

• Profile details — name, email, phone number, password (stored hashed), date of birth and nationality where required.
• Travel information — passport-related identifiers, flight number, route, terminal and travel date entered at checkout to confirm eligibility.
• Order and payment metadata — items purchased, store and counter chosen, transaction reference, partial card identifiers (BIN / last four digits) and refund history. We never store full card numbers or CVV.
• Device and session signals — IP address, device type, browser, language, approximate location derived from IP, referrer URL and pages viewed.
• Support interactions — emails, chat transcripts, call recordings and feedback you share with our customer-care team.
• Loyalty activity — points earned, tier changes, coupons issued, partner-network transactions where applicable.

We use the information we collect to:

• Process orders, prepare your sealed bag and verify allowance at the collection counter.
• Confirm travel eligibility against airline and customs rules for your route.
• Take and reconcile payments, issue invoices and process refunds.
• Detect and prevent fraud, account-takeover and abuse.
• Personalise catalog visibility, offers and recommendations.
• Send transactional messages (order confirmations, pickup reminders, refund updates) and — only with your consent — marketing communications you can opt out of any time.
• Comply with statutory record-keeping, customs and audit obligations.
• Improve the storefront — measuring feature performance, fixing broken journeys and prioritising the next set of improvements.

We use cookies and browser storage to keep your session secure, remember your cart, recognise you on return visits and measure how the site is performing. There are four broad categories:

• Strictly necessary — sign-in, cart continuity, security tokens, fraud checks. The site cannot function without these.
• Functional — remembered terminal preference, language, recently viewed.
• Analytics — anonymised page-view, performance and journey signals.
• Marketing — only enabled where you have consented; helps us measure campaign effectiveness on partner platforms.

You can control cookies in your browser settings. Disabling strictly necessary cookies will break checkout and account features.

We share data only when one of the following applies:

• Service providers — payment gateways, ERP / inventory systems, courier and logistics partners, communication platforms (email / SMS / WhatsApp), analytics processors and cloud-hosting providers acting on our written instructions.
• Airport operations — counter staff, customs inspection teams and airport authority systems where required to fulfil collection at IGI Airport, New Delhi.
• Compliance and legal — government, regulator or law-enforcement requests where we are legally compelled, or to protect our rights, your safety or the safety of others.
• Corporate transactions — if Delhi Duty Free undergoes a merger, restructuring or acquisition, traveller data may be transferred under safeguards continuing this policy.

We do not sell personal information and we do not allow third parties to use it for their own marketing without explicit consent.

We retain personal information only for as long as it is needed to deliver the service, satisfy legitimate operational purposes (such as fraud prevention) and meet legal, tax, accounting and customs record-keeping requirements. Order and travel records are typically retained for the period required by Indian customs and tax law. Account profile data is kept while your account is active and for a defined period after deactivation, after which it is deleted or anonymised.

Subject to applicable law, you may:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your account and personal information, subject to retention obligations.
• Object to or restrict certain processing.
• Withdraw consent for marketing communications at any time.
• Request a portable copy of the information you provided to us.

To exercise these rights, write to the Grievance Officer using the details below. We will verify your identity before acting on a request and respond within the timeframe required by law.

We use a combination of technical and organisational measures to protect personal information — encryption in transit, encryption at rest for sensitive fields, role-based access control, audit logging, network segmentation, vulnerability management and regular penetration testing. Payment processing is performed by PCI-DSS certified gateways; we never store full card numbers or CVV. No system can be made absolutely secure, but we work continuously to reduce risk and respond quickly to incidents.

Our storefront is intended for adult travellers. We do not knowingly collect personal information from children below the legal age in your jurisdiction. Where the law sets a minimum age for liquor or tobacco purchase, we enforce that minimum at checkout and at the counter. If you believe a minor has provided us information, please contact the Grievance Officer and we will delete it promptly.

Some of our service providers may process data outside India. Where this happens, we put contractual safeguards in place — including standard data-protection clauses and assessment of the recipient's security posture — so your information continues to be treated to the standards described in this policy.

We may update this policy from time to time to reflect changes in operations, regulation or technology. We will post the revised policy on this page with an updated effective date and, where the change is material, communicate it through reasonable channels. Please review the policy periodically.

For privacy questions, requests or complaints, please contact our designated Grievance Officer through the details on our Contact page or the support email shown in the right-side card. We acknowledge complaints within a reasonable time and respond within statutory timelines applicable to Delhi Duty Free.