Customer Service

Customer Service

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Home Customer Service FAQs

Customer Service

    Frequently Asked Questions

  • What is 'Click & Collect'?
    • Our wonderful ‘Click & Collect’ service allows you to buy your airport shopping online between 3 months and 12 hours before you fly. Browse and buy your favourite brands online at a time that's convenient for you, then pick up your products at the airport before you board the plane or on your return - whichever is more convenient! Make sure you check the website regularly as new products and brands are added every week. Enjoy the same great prices as in store leaving you plenty of time to relax at the airport. The 'Click & Collect' service is available at Dublin and Cork airports.

      Click here for further information

  • What is 'Shop & Collect'?
    • Our ‘Shop & Collect’ service allows you to leave your purchases with us while you travel. A great way to take advantage of our fantastic savings without worrying about having extra baggage to manage on your trip! When you've finishing your shopping in store, simply ask any staff member in The Loop and they will be delighted to store your items and have them ready for collection on return from your trip. You can pick up your order at the 'Shop & Collect' desk on your return to the airport. The 'Shop & Collect' service is available at Dublin and Cork airports.

      Click here for further information

  • What happens if my flights change or I can’t travel as originally planned?
    • We will hold your order at the Click and Collect desk and will keep it for you until you next travel. If your travel plans are cancelled and you won’t be travelling in the near future we can cancel and refund your order.

      Please contact Customer Service

      customerservice@theloop.ie

      Phone: +353 (01) 8145735

  • Can I cancel my order?
  • Why do I need to tell you my flight destination?
    • Based on your flight destination, we show you pricing relevant to you. For those travelling outside the E.U. you can avail of Duty Free pricing on Wine and Spirits. For those travelling within the E.U., you can still save up to 15% on downtown pricing.
  • I can’t find an item on the website, but have bought it in store at the airport before?
    • Our website carries a large selection of your favourite brands but some items may not be available on the website. Please contact our Customer Service Team and they can confirm whether your item is available in store. Make sure you check the website regularly as new products and brands are added every week.
  • What if the item I order isn’t in stock?
    • We work hard to ensure that our online product selection is available to purchase and in stock for your order. In the rare instance that your item is out of stock when we are preparing your order, we will contact you by email to inform you that the item has been removed from your order and a refund processed. Between your order being placed and your departure, this item may come back into stock, so please do check in store at The Loop on your departure. Our team will be happy to help you locate any item.
  • I have hand baggage only, will I be able to travel with my shopping?
    • When you purchase items either in store or online, your goods are packed in a special clear plastic bag so that it can pass through Customs. Once you fly, this packaging covers you for 24 hours travel, including connections (once it remains sealed). If you intend flying back with your liquid items, you will need to ensure that they comply with the liquid size restrictions. To avoid this scenario when shopping online, you can select to collect your purchases at Arrivals on the return leg of your journey. Alternatively, when shopping in store, you can use our ‘Shop & Collect’ service and store your shopping with us for collection on your return to Ireland.
  • Age restricted items - Can I buy Wine and Spirits online?
    • Wine and Spirits are restricted items which can only be purchased by those passengers over the age of 18 years. Should you wish to buy these items you will be asked to confirm that you are over 18 years of age on the website. You will be asked to prove your age (using a valid passport or other photo identification) on collection. Customers travelling within the European Union can purchase alcohol products at duty-paid prices. For passengers travelling to a Duty-Free destination outside the European Union we are currently unable to sell alcohol products on line. However, you can browse an extensive range of alcohol brands online and buy in store when you arrive at the airport.
  • Age restricted items - Can I buy Tobacco products online?
    • Tobacco and cigarettes are not sold online. Tobacco and cigarettes can be purchased in store at the airport but only to those passengers aged 18 years and over. You may be asked to prove your age by showing photo I.D.
  • How do I create a Wishlist?
    • To create your Wishlist, you click on the heart icon under a product. If you are not already logged in, you will be asked to either login or register. Once you have logged in, you will then be able to add to your Wishlist, share it with your friends and family, or look up the Wishlist of someone you know (if they have made their Wishlist public).
  • Do I need to be flying to use the 'Click & Collect' or the 'Shop & Collect' service?
    • Yes, you must be flying and in possession of a valid boarding card to use these services.
  • How can I contact Customer Care?
  • How do I reset my password online?
  • How far in advance can I purchase online before I travel?
    • You can purchase online between 3 months and 12 hours in advance of travelling (48 hours for Cork). You can collect your purchases on your departure or on arrival back to Ireland.