Frequently asked questions about delivery

Your order at Shop@KLM can be delivered in 2 ways. Wherever you are, we bring your purchases to you. Do you have further questions about this? You may find your answer among these frequently asked questions.

 

What methods of delivery are there?

 

We have 2 delivery options:

 

1. Delivery during your flight.

We deliver your purchases for free during your flight on board of:

 

  • • All KLM flights departing to and from Amsterdam (except for flights shorter than 1h30).
  • • For some destinations, restrictions are applicable. Please check the delivery information on the product information page.

2. Delivery to your home.

We deliver a large part of the Shop@KLM range to your home worldwide. You then need to pay Dutch VAT of 21% and delivery charges to your country of residence. 

Home delivery

Can all the items be delivered to my home? 
No, not all items from Shop@KLM can be delivered to your home. While you are ordering you can see immediately how the item can be delivered. Certain items cannot be delivered to every country. You can check this in the terms and conditions of delivery on the details page of each item. 

We do our best to make it as clear as possible on our website which items can be home delivered in your country. We do this by excluding particular items when you select your country. The list with forbidden items changes regularly, so it is advisable to check if a product may enter a country with its local authorities. 

How are the delivery charges calculated?
There is no charge for delivery during your flight. Delivery charges apply to every order that is delivered to your home. The charge depends on the weight of the items and the destination country. Overview of delivery charges per country 

What is the delivery time of my order?
Our packages are sent by PostNL. The delivery time of each item is given on our site. Add the shipping duration of PostNL to your total expected shipping duration. PostNL’s delivery time depends on the destination country. This can vary from 1 to 12 working days. The stated delivery time is an indication and not a guarantee. Overview of delivery times per country 

Can my order be delivered anywhere? 
Yes, in principle your order can be delivered worldwide. We do our best to make it as clear as possible on our website which items can be home delivered in your country. We do this by excluding particular items when you select your country. The list with forbidden items changes regularly, so it is advisable to check if a product may enter a country with its local authorities.

Please take into account that the items are sent from the Netherlands and that high charges apply to some countries. Within the EU no import duties are charged. Outside the EU you may have to pay import duties on your purchases. Check the amounts with the local authorities. We do our best in our webshop to adhere to customs regulations. KLM is not liable for packages that are refused at the border due to customs regulations. 

Can I receive my order at another address?
Yes you can. While placing your order you can fill in another delivery address than the billing address. 
  
What is the status of my order? 
At present it is not possible to follow your order. Please take into account that packages may be subject to unexpected postal delays. We have no control over this. If you do not receive an item within 14 days or not within the estimated delivery time, please contact us. You will need to give us your order number. We will have PostNL run a check. If it transpires from the PostNL check that the package is lost, you have the right to a complete reimbursement. This does not apply to unexpected delays at customs. Should your package not pass customs, KLM is unable to exert any influence in this case. In this case you also do not have any right to reimbursement. 

Is my order insured? 
Your order that is delivered by PostNL is insured: in Europe your order is insured for up to € 500; outside Europe for up to € 200. 

Why is the charge for home delivery higher than for delivery during my flight? 
The charges for delivery during your flight are tax free. When your order is delivered to your home the prices are not tax free. You pay the Dutch VAT of 21%. In this case the tax is added to the sales price. 

Delivery during your flight

What does ‘delivery during my flight’ entail?
You can order and pay for your item on Shop@KLM from your home. The online range of products is larger than the collection on board the aircraft. Your purchase is tax free and there are no delivery charges. We deliver your order during your KLM flight. 

Can all items be delivered during my flight?
No, not all items at Shop@KLM can be delivered during your flight. While ordering you can see directly how the item of your choice can be delivered. Some items cannot be delivered on board the aircraft. There are also flights to particular countries whereby some items may not be delivered. You can read the relevant information in the terms and conditions of delivery in the details of each item. 

On which flights can I have my order delivered?

You can have your items delivered on board of :

• All KLM flights departing to and from Amsterdam (except for flights shorter than 1h30).

• For some destinations, restrictions are applicable. Please check the delivery information on the product information page.

  Check the details of each item in Shop@KLM if it can be delivered during your flight. 

Can I order all the items from the Holland Herald for delivery during my flight?
All the items in the Holland Herald magazine are also available for delivery during your flight. However, Shop@KLM has a wider range of items and special offers that can only be ordered through the website. 

What do I need to be able to receive my order on board?
After you have completed your purchases on Shop@KLM, you will receive an e-mail confirmation and an invoice. Print these out and take them both with you on board your flight. Our cabin crew is aware of your order and will deliver your order to your seat. You sign for receipt and will receive a delivery note with the item. Keep this safely as it is your guarantee. If you would like to receive your purchases at a specific time on board, please inform the KLM staff. 

What happens if my flight is cancelled/changed? How will I then receive my order?
If your flight is cancelled, or if you have missed your flight, or if your purchases were not delivered to you while on board, you can choose one of the following options: 

  • your purchase will be delivered to your on your next flight; or
  • we will credit the purchase amount to your account within 30 days.the flight our cabin staff is unable to reimburse you the amount paid.

Can my order be delivered to someone else flying KLM?

Yes. Please take a look at our Wannagives  onboard gifting service. Click here

  to go to the Wannagives website. 

I get an error message if I log in using my booking details. What should I do? 

Check that you have filled in a correct KLM booking number. This number should be 5 or 6 characters long. You can place an order at Shop@KLM on board of:

• All KLM flights departing to and from Amsterdam (except for flights shorter than 1h30).

• For some destinations, restrictions are applicable. Please check the delivery information on the product information page. 

Frequently asked questions

Also read the frequently asked questions about: 
Ordering
Payment
Warranty, refunds and returns
Other subjects and complaints 

Close
x

To order these products, you must be 18 years or older