FREE HAND SANITIZER (59 ml.) with your purchase of $100 or more!

Frequently asked questions

Find the answers to all your questions.

For any questions regarding payments, orders, shipping and the Penha Privilege Program, please view some the most frequently asked questions below.

Payment & Orders

You can pay your order online via a secure PayPal checkout. You can use your PayPal balance, or pay with credit card. 

You can also pay on delivery, using Credit card/Debit card. For your and our employees safety, we do not allow cash payments on deliveries.

If you did not receive an email from Penha Duty Free within hours of placing your order and it’s also not in your spam folder, the email address on file is most likely spelled incorrectly. Please contact our customer service via email for assistance.

We’re super quick at processing orders to make sure that you receive your items as possible. You can change your order as much as you like before you click ‘checkout’. We cannot cancel or change an order once it has been placed.

We currently offer a limited assortment online. If you are looking for a specific product but can’t find it, please reach out to us and let us know what you are looking for.

If an item in your order is out of stock after you order has been placed, the out of stock item will be cancelled from your order. All in stock items in your order will be shipped. If the initial order you placed met the $100 free shipping threshold but part of your order was cancelled by Penha Duty Free, the order will still ship for free.

Occasionally we do offer exclusive offers and discounts to our costumers through our social media, newsletters and the Penha Privilege Program. Make sure to sign up and follow us, and be the first to know about any deals or promotions!

Shipping & Returns

For customers living in the areas of George Town, West Bay, Seven Miles, Spot, Prospect and Savanah, all orders will be delivered within 1 business days of order confirmation. If there is a delay in processing, you will be contacted by a representative to schedule a new date and time for delivery. 

For customers living in the area of Bodden Town, North Side and East End, deliveries will take place once a week. 

We currently do not offer shipping options to Cayman Brac and Little Cayman.

For the areas of George Town, West Bay, Seven Miles, Spot, Prospect and Savanah:
– orders under $100 have a $10 delivery cost
– orders of $100 or more receive free delivery

For the area of Bodden Town, North Side and East End:
– all orders have a $20 delivery cost

If you wish to receive your order on another address than the address you submitted during checkout, please contact us as soon as possible.

Once you receive your order, please check your delivered items immediately. If you believe an item is missing or damaged, please contact our customer service department within three days of receipt to let us know.

If you are not satisfied with your order, you can return most of your items in return for a store credit. Please note that we do not provide cash refunds. Items must be returned within 14 days with a valid receipt and must be in new condition, unopened and have all labels and tags attached. 

First please check if your item(s) qualifies to be returned:

– Items can only be returned within 14 days of receipt
– Items must be in new and unopened condition
– All tags and labels must be attached
– Original purchase receipt is required

Failure to comply with the terms of our return policy may result in us not being able to give you a refund.

If you can meet the requirements mentioned above, you may return your item(s). To do so please return you item to one of our Penha Duty Free group stores. You will be liable for any return costs made. 

Please note: If you have received an incorrect, damaged or faulty item, please contact our customer service.

At this moment we only offer shipping to people with a Grand Cayman address. 

PENHA PRIVILEGE PROGRAM

The Penha Privilege Program allows customers to earn and redeem points at Penha Duty Free group stores on the islands of Aruba, Bonaire, Curacao, Grand Cayman and St. Maarten. You can view a list of all participating stores here.

Step 1. Upon your purchase you must hand your Penha Privilege Card to the cashier
Step 2. The cashier must swipe your card before the payment
Step 3. Points are added to your account based on the amount that you spent

$1 spent = 1 Privilege Point earned. You can earn Privilege Points for dollars you spend on each qualifying transaction at one of the aforementioned stores, excluding federal, state and local taxes, shipping charges, employee or other discounts, and items purchased with a gift card, merchandise credits, or any other rewards. Sale/promotional/discount items are excluded from the program.

Step 1. Upon your purchase, hand your Penha Privilege Card to the cashier
Step 2. The cashier will check for you whether or not you have “Redeemable Points” on your card
Step 3. If you have “Redeemable Points” you can choose to fully pay with Privilege Points (if you have enough balance), or to partly pay with Privilege Points, or to not use your Privilege Points
Step 4. Based on your preference, the system will deduct the required Privilege Points from your account

Example:
If you have a 1000 Privilege Points on your account, these would represent a value of $30. If you purchase a fragrance of $30 you can choose to use all of your Privilege Points. Your balance after the transaction would be 0 Privilege Points. You can also choose to use, for example, 500 Privilege Points and in this case you would pay $15 in cash (or swipe or credit card) and 500 points will be deducted from your account. Your balance after the transaction would be 500 Privilege Points.

You cannot combine the redemption of Privilege Points with any other coupon or promotion. Privilege Points used to redeem for a reward will be deducted from the total points available in your Member Account. Please note it is not possible to redeem points at Penha Duty Free Airport stores. Penha Privilege members can only earn points in these locations.

You can make changes to your account at any Penha Duty Free group store.

You can check your Privilege Point balance at any Penha Duty Free group store. You will also receive a monthly email with a summary of your Privilege points balance.

Each Penha Privilege point represents a value of USD 0,03.

Example:
If the price of a product is USD 60,00 then 2000 points are needed for full redemption. (60 / 0,03 = 2000)

We advise you to write down or take a picture of your customer number and privilege number (located on the back of your card) for your own personal reference. In case you forgot to bring your card to store, you will still be able to earn Privilege points on your purchase if you present the cashier your personal ID.

To ensure proper handling of member accounts, lost or stolen cards must be reported to Penha Duty Free by contacting Head Office at (+5999) 4612266. If a member loses their card, member may be issued a new Penha Privilege card at a cost of $10. Penha Duty Free cannot be held responsible for any misuse of a member’s Penha Privilege card and/or account.

It is not possible to claim Privilege points after your transaction has already been completed.

Your Privilege points are directly added to your account after you have successfully used your Penha Privilege card upon your purchase.

While your membership may remain open, Privilege Points will expire after twelve (12) consecutive months of inactivity; a period in which a member does not earn or redeem Privilege Points, makes no qualifying purchases and takes no qualifying actions.

Have more questions? We’re happy to help!

Free Delivery

On domestic orders over $100 *

14 Day Returns

Return your order for a store credit

100% Secure Payment

PayPal / MasterCard / Visa / AMEX

Sign up for our newsletters!