Our commitment to you
We are committed to providing all our valued customers with products and services that are of exceptional quality and adhere to the highest of standards. For more information on this, please see our full exchanges and refunds policy below in clause 8.
Terms and Conditions
Your use of the order.virginatlantic.com platform (“order.virginatlantic.com”), use of our buy-before-you-fly service and any transactions, orders, or interactions that you have with us are subject to the terms and conditions set out below. Please read them carefully and ensure that you understand them correctly. For these terms and conditions, the United Kingdom (“UK”) shall mean England, Scotland, Wales, the Isle of Man, the Channel Islands, and BFPO addresses.
These terms and conditions contain specific clauses which (i) may limit the risk or liability of Tourvest or a third party; (ii) may create risk or liability for you; (iii) may compel you to indemnify Tourvest or a third party, and/or (iv) may serve as an acknowledgement by you of a fact. If there is any provision in these terms and conditions that you do not understand, it is your responsibility to ask us to explain it to you before you accept the terms and conditions or continue using online services. Nothing in these terms and conditions is intended or must be understood to unlawful restrict, limit or avoid any right or obligation, as the case may be, created for either you or us in terms of applicable consumer protection legislation in force from time to time.
1. Introduction
These terms and conditions are published by Tourvest Duty Free (UK) Ltd t/a Tourvest Retail & Catering (“Tourvest”, "We”, "Us”, or "Our”) on behalf of Virgin Atlantic Airlines ("VAA”) and may be varied, amended or updated from time to time. Tourvest has its registered office at Tourvest Duty Free (UK), Unit 15, Felthambrook Industrial Estate, Middlesex, TW13 7DU, and is a company registered in England and Wales (Company number 05034988 VAT number 832 756 514). If you have any comments or queries relating to any aspect of order.virginatlantic.com or our services, please contact us using the communication channels set out at the end of these terms and conditions in clause 14.
2. Pre-ordering for on-board delivery
2.1 To initiate a purchase request, either:
• place an order at our website order.virginatlantic.com
• place an order with a crew member for on-board delivery of the item on the return sector of your journey (available on selected flights only).
For the purposes of these terms, a request is an offer to purchase initiated by you, which, if accepted by us, becomes a legally binding agreement between you and Tourvest.
2.2 No request shall be deemed to be accepted by us unless and until it is confirmed in writing or telephonically by us and payment has been effected in full, with cleared funds having been received by us in terms of your preferred method of payment. Tourvest reserves the right to decline or reject any request at its sole and exclusive discretion.
2.3 You are responsible for accurately specifying the terms of your request. If, due to any variation in the price of the products, the price of the product is materially different from that set out in your request, we will contact you for clarity before processing your order in accordance with with these terms.
2.4 All products are sold for personal use only and not for resale.
2.5 Products are available for pre-order and delivery on selected participating flights only.
2.6 Crew members reserve the right to request and verify proof of age for the purchase or consumption of alcoholic beverages. Only a valid passport will be accepted as proof of age. The crew also reserves the right to refuse the sale of alcohol to any individual who does not meet the minimum legal age requirement.
3. Home Delivery
3.1. Home delivery is available to UK addresses only. A UK address is defined as being in the UK mainland England, Scotland, Wales, the Isle of Man, or the Channel Islands.
3.2. All orders will be dispatched within five working days of order receipt.
3.3. Alcohol and tobacco are excluded from Home Delivery.
3.4. Home Delivery will incur shipping and packaging costs: UK mainland - £6.00.
4. Product availability and descriptions
4.1 We take great care in ensuring that all product information and pricing regarding products and items featured on the order.virginatlantic.com website are accurate. However, our products are continually updated, and the images, specifications, and prices are subject to periodic change. The representation of colours online may vary from the actual product colours available. Products shown may not be to scale, and we cannot guarantee their size, dimensions, or suitability. Products are propped for size and to show their usage. Unless explicitly specified, advertising props are not included with the product purchase.
4.2 All products are subject to availability. If your chosen products or items are unavailable, we will suspend your request and notify you accordingly. If we have already processed your payment, you may choose either a full refund or to products redelivered when they become available again, unless they do not come back into stock, in which case, only a refund will be available.
4.3 If all or part of your products purchased via the pre-order service are not delivered or your order is incomplete, then please contact us using the methods shown below in our exchanges and returns section in clause 8 below. We regret that we are unable to exchange or refund pre-ordered items on board. All queries, complaints, requests for refunds, exchanges, or compensation in relation to Retail Goods and Virgin Merchandise purchased by passengers, shall be managed by the customer service centre.
5. Errors and omissions
5.1 We make every effort to ensure that our pricing and product descriptions are accurate. Any typographical, clerical, or other error or omission on the order.virginatlantic.com website shall be subject to correction without any liability on Tourvest or VAA's part.
6. Pricing information
6.1 The price of the products will be the price set out on the order.virginatlantic.com website (or such price as otherwise notified to you in accordance with these terms).
6.2 We reserve the right to change the prices displayed on the order.virginatlantic.com website anytime.
6.3 Prices for products on the website are shown in Pound Sterling (“GBP”) and, where applicable, are inclusive of UK value-added tax (“VAT”).
6.4 Where applicable and in the context of home delivery only, the prices for the products exclude delivery and shipping costs. The delivery and shipping costs will be communicated to you during the check-out process before you confirm your order. The delivery and shipping costs
will be added to the total amount due and will vary according to the geographical location of your delivery address.
6.5 Card payments will appear on your payment card statement as “ORDER.VIRGINATLANTIC”.
Transactions will be effected in £ Sterling (“GBP”) and may be converted by your card issuer into your home currency. We have no control over and assume no responsibility for the rate of exchange used by your card provider, nor over any transaction fee which may be applied by the card provider.
7. Card payments
7.1 All flights are cashless, with no cash being accepted on board.
7.2 Acceptable payment channels include:
• payment by credit card or debit card;
• contactless payment methods.
• We may confirm any such transactions with you telephonically or by email before effecting payment.
8. Returns and cancellations
A. Unwanted products
8.1 Subject to clauses 8.5 and 8.8, we will refund or exchange unwanted products within 28 days of purchase, provided that you notify us of your intention to do so within that time. Notification of your intention to cancel should be made to us in a clear statement via email sent to support@order.virginatlantic.com , or by calling 0344 933 1074.
To meet the cancellation deadline, it is sufficient for you to send your cancellation notice before the cancellation period has lapsed. To meet the cancellation deadline, it is sufficient for you to send your cancellation notice before the cancellation period has lapsed. To meet the cancellation deadline, it is sufficient for you to send your cancellation notice before the cancellation period has lapsed.
B. Defective products
8.2 Subject to clauses 8.5 and 8.8, if the supplied products are defective or are not as described, we will:
8.2.1 If you notify us within 28 days of receipt, we offer you the choice between a full refund, repair, or replacement; or
8.2.2 if you notify us between 29 days and 6 months of receipt, we offer you either a repair or a replacement.
8.3 Please note that goods shall not be considered defective where a defect is due to ordinary wear and tear, wilful damage, or negligence.
B. Cancellations
8.4 Other than products purchased on board, products that have been personalised or customised to your order, which deteriorate or perish rapidly, and which were sealed for hygiene purposes; (including items of jewellery and earrings); you may cancel your request for any reason by notifying us in writing at any time before the receipt of the products. We will either (i) refund the value of the products to your payment card or, where preferred and possible, (ii) replace the products with alternative products of equal value.
C. For returns and cancellations
8.5 For returns and/or cancellations under clauses 8.1 to 8.4 above, we must receive the products back from you:
(a) within 14 days of you notifying us;
(b) with the original receipt or delivery note;
(c) with a covering letter including your order number, order date, delivery address, contact details, details of any defect, and confirmation of whether you are requesting a refund, exchange or repair; and
(d) in an unused condition with the original product packaging intact.
(e) sent to the following returns address: Tourvest Returns, Unit 15, Felthambrook Ind. Est, Feltham TW13 7DU.
8.6 We are not liable for returned products lost or damaged in transit. Proof of postage does not constitute proof of receipt of delivery to us. You are obliged to take reasonable care to ensure that the products returned are not damaged in transit and, if appropriate, arrange suitable shipping insurance.
8.7 We will, within 14 days of the products being received by us, refund to the same method of payment initially used the reasonable costs of delivery of products returned to us in the event of the product being defective due to “out of the box failure”, or manufacturing defects. We do not offer replacements for defective or unwanted fragrances in the interests of hygiene. You will be issued a full refund instead.
8.8 Pre-ordered goods cannot be replaced or exchanged on board a flight and must be returned per the returns process outlined above in clause 8.5.
D. Refunds and returns of consumable items
8.9 If you are not entirely satisfied with the quality, type, content, taste, or other items ordered via the pre-order or on-board service, our customer services department will refund you in full.
E. Refunds for transactions paid in Virgin Red If your payment has been made in Virgin Red, the refund will be processed in the Virgin Red currency.
9. Limitation of liability
9.1 Subject to clause 8.2 and to the fullest extent permitted by law, neither Tourvest nor VAA shall be liable for any loss or damage, whether by contract, negligence, or otherwise, where the loss or damage is an indirect result of any breach of a legal duty of care owed to you by us. To the fullest extent allowed by law, if any of the limitations or exclusions of our liability in these terms and conditions are held by any competent court, arbitrator, or authority to be invalid or unenforceable, in no event will our total cumulative liability to you exceed the amounts paid by you to us in respect of the cause of action under which your applicable claim arose.
9.2 We have the right to suspend or cancel our obligations (without liability to you) in whole or in part if we are delayed or prevented from carrying on our business or any of our obligations under these terms and conditions arising out of circumstances beyond our reasonable control.
9.3 You hereby indemnify us against any loss, liability, expense, claim, penalty, or damage ("loss"), whether direct, indirect, special, or consequential, arising from a breach of a warranty which you gave to us.
9.4 No third party (excluding any member of the VAA group, who shall have such benefit and right) shall have the benefit of or the right to enforce these terms and conditions under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
9.5 These terms and conditions set out the entire agreement and understanding between you and us in connection with the sale of the products. You agree that you have not entered into this agreement in reliance of any representation made by or on behalf of Tourvest or VAA except as far as contained in these terms and conditions.
10. Spending and earning Virgin Red points
10.2 Pre-order:
a) You can spend Virgin Red on order.virginatlantic.com when you pre-order online for delivery to your selected flight.
b) You can collect Virgin Red on order.virginatlantic.com when you pre-purchase online for delivery on your next flight.
10.3 Home Delivery orders:
(a) You can spend Virgin Red points on products selected for Home Delivery, excluding alcohol
and tobacco.
(b) You can earn Virgin Red points for products selected for Home Delivery, excluding alcohol and tobacco.
11. Governing law and jurisdiction
These Terms and Conditions shall be subject to English law, and the parties agree and hereby assent to the exclusive jurisdiction of the English courts.
12. Privacy and data protection
When you place an order with order.virginatlantic.com, Tourvest and VAA may record your personal data to conclude the transaction and for other related purposes as communicated in our privacy policy. Your personal data will be used principally to provide you with the products purchased and for the enhancement of our service to you. Your personal data is collected and processed under our privacy policy, which can be accessed by clicking here. Our privacy policy also provides information relating to accessing, requesting, and deleting a record of your personal data and includes the contact information of our privacy officer. You may alternatively email privacy@ tourvestretail.com for more information.
13. Variation
We reserve the right to vary, amend or change these terms and conditions at any time and for any purpose we deem necessary. Any revised version will govern requests and our relationship with you and will replace these terms.
14. Our contact information:
If you are within the UK:
Telephone: 0344 933 1074 (up to 10p/min)
Email Support: support@order.virginatlantic.com
Privacy Mailbox: Privacy@tourvestretail.com
Support Times:
Monday to Friday
09:00 and 18:00 (UK time)
Except for UK public holidays.
Please note that our offices are closed from 13:00 (UK time) on Christmas Eve and New Year`s Eve.
Last updated: December 2025
Tourvest Duty Free (UK) Ltd t/a Tourvest Retail & Catering