Frequently Asked Questions
General Queries
Pre-ordering your desired products assures you to get the products you want.
You can book a pre-order as long as the date and flight number are shown in the pre-order section of the website and at least 48 hours in advance of your departure flight date.
You can’t reserve products on our Pre-Order directly, at www.medellin.skyfreeshop.com but you can’t buy it online, only at the store.
This is something that Sky Team absolutely aims to avoid and if this has happened, we apologize. If you paid by card, a void transaction generally takes place on the same day as the original transaction. However, if you paid by cash, we kindly ask you to contact Customer Service at contact.mde@skyfreeshop.org providing a copy of your sales receipt informing the reason of confiscation.
We are able to retrieve receipt copies up to 60 days after the purchase. Please contact the Customer Service at contact.mde@skyfreeshop.org providing information relating to your purchase.
We advise you to seek assistance from your airline company. It is the responsibility of the traveler to comply with the allowances relevant to the country they are travelling to. Nevertheless, you must inform the cashier at the store about the connection so our team can help you with more information.
We kindly ask you to contact the Customer Service at contact.mde@skyfreeshop.org providing a copy of your sales receipt informing us of the reason of confiscation.
Sky Free shop does not accept returns. Purchasing cannot be refunded. We only accept exchanged within 30 days of the purchase date.
Our stores are open 24/7.
Sky Free Shop policy is to hand over lost items to the Lost & Found office of MDE airport. In order for us to help you locate your lost item, we kindly ask you to contact the Customer Service at contact.mde@skyfreeshop.org
Sometimes a product can be mistakenly scanned twice or problems with card can occur. In this case, please contact the Customer Service at contact.mde@skyfreeshop.org providing a copy of your card statement and sales receipt.
Sky Free Shop does not refund products that are sold before their expiry date.
For defects covered under the manufacturer’s warranty, customers should contact the manufacturer directly.
Our Customer Service response time is five business days. Please, avoid sending multiple e-mails with different information