Frequently asked questions
How to place an order
Q: I can’t find the product I’m looking for.
No worries — just pop the product or brand name into the search bar at the top right of the page.
If you’re still having trouble, visit our How to Shop – Pre-order page for more guidance, or email us at support@order.virginatlantic.com.
Q: I’m confused about how to place an order through the website.
No problem — we’ve got you covered. For step-by-step guidance, take a look at our How to Shop – Pre-order page.
Still unsure? Just email us at support@order.virginatlantic.com.
Order confirmation
Q: How do I know if my order has been successful?
You’ll receive a confirmation email shortly after placing your order. If it doesn’t appear in your inbox, be sure to check your spam or junk folder.
Still nothing? Just email us at support@order.virginatlantic.com or call us on 03445 790055.
Virgin Points
Q: Can I redeem my Virgin Points on the website?
Yes, absolutely — you can redeem your Virgin Points online. Just head over to virginatlantic.com/flying-club for more information.
Q: Can I earn Virgin Points for online purchases?
Yes! You’ll earn 5 Virgin Points for every pound you spend when you pre-order online, whether you choose delivery to your home* or directly to your airline seat.
*Home delivery is available in the UK only. If you have any questions, just email us at support@order.virginatlantic.com.
Flight changes
Q: What happens if my flight plans change?
If your flight plans change or you miss your flight, don’t worry - we can help. Just email us at support@order.virginatlantic.com or call us on 03445790055 and we’ll be able to amend the flight details on your order.
Q: Can I pre-order goods the day before I fly?
Here’s when you’ll need to place your order, depending on your departure airport:
Q: Can I pre-order goods for my return flight?
Yes — you can pre-order for your return journey. Just keep in mind that the collection date will be the departure date of your return flight, not the day you land.
Q: How will my Duty Free be delivered?
Once you’ve placed your order online or through the Retail Therapy Pre-Order Team, your goods will be delivered directly to you on the aircraft, on the flight you specified. Just remember to have your receipt handy as proof of purchase.
Cancellations & returns
Q: How do I cancel my order?
If you need to cancel your order, just email us at support@order.virginatlantic.com. We’ll process the cancellation and refund your payment.
Q: How do I return goods?
Our Customer Returns Policy is available in the Terms & Conditions section and gives you all the details you need.
If you still have questions, just email us at support@order.virginatlantic.com.
Payment options
Q: Can I pay cash on delivery?
No. All payments need to be made online at the time of ordering - it’s not possible to pay by cash on delivery.
If you have any questions about payment, just email us at support@order.virginatlantic.com.
Q: What payment methods are accepted?
We accept American Express, Visa, Mastercard, and Revolut Pay.
If you have any questions about payment, just email us at support@order.virginatlantic.com.
Q: Can I buy on board?
Yes - if you didn’t get a chance to pre-order, you can still shop from a smaller selection during your flight. Just keep in mind that not all products are available on board. For the best choice (and peace of mind), we recommend pre-ordering to secure your favourites. On board, flights are completely cashless, and we accept American Express, Visa, Mastercard, and Revolut Pay.