Terms of service


Please find our terms of service set out below. If you feel that we have missed anything, or if there is anything that requires clarification, please do not hesitate to reach out and let us know.

1. About these terms and conditions

This Website and Airport quick commerce are provided by E23 Delivery Srl (“E23”, “we/us/our”). We are a company registered in Italy and our registered office is Via Enrico Fermi 6, 00146, Municipality of Rome. When we refer to “you” and “your” we mean the user of our Website and/or quick-commerce.

These are the Terms which apply to your use of our Website and your use of quick commerce and by using our Website and/or Airport quick commerce you agree to be bound by these Terms. If you do not agree to these Terms you must not use our Website or quick commerce. Please read these Terms carefully and make sure that you understand them before using the Website or Airport quick commerce.

These Terms will apply to any contract between us which is formed when you access our Website and/or when you use Airport quick commerce.

These Terms only apply to your viewing and use of this Website and Airport quick commerce. If you use one of the links on this Website to visit one of our partner websites, then please note that any purchases made through our partner websites will be subject to separate terms and conditions.

When the following words with capital letters are used in these Terms, this is what they mean:

“Privacy Policy” our privacy policy, a copy of which is available at this link.

“Products” any of the products featured on our Website or included in a reservation;

“Airport QuickCommerce” the online purchasing service (offered by us via our Website (and as advertised in our website as ‘Airport QuickCommerce’) which allows you to do an online purchase from the duty free and duty paid airport retail inventory with a just in time logistics that enables you to pick up the purchased goods in a determined airport kiosk on departure or on arrival, or meet one of our dedicated airport couriers at your boarding gate, arrival gate or business lounge to receive your purchased good delivered to you.

“Terms” these terms and conditions and the other documents referred to in it, including our Privacy Policy; and

“Website” our website at (Add the website)

If you have any questions on these Terms, or would like to discuss an online purchase made through our website please contact our Customer Support Team using the contact details in Clause 17 below.

When we use the words "writing" or "written" in these Terms, this will include e-mail correspondence unless stated otherwise.

2. Airport Quick Commerce

Quick Commerce is available to all passengers with a valid boarding ticket travelling from and to any of our Airport partners. You can find details of the stores and those offering available through scanning a qr code you can find at the boarding gate or in an inflight magazine under our brand name (E23 Delivery) or under the brand name of any of our official partners with the mention powered by E23 Delivery. Payments for Products ordered through the Airport Quick Commerce will be taken through one of our online payment providers the moment you pick up the Products at the airport through an automatic charge of amount due on your credit card that has been previously pre-authorised by one of our online payment providers at the moment of the online order. You do have to make payment authorization and provide your payment information through our Website that is linked to one of our payment providers. Please see clause 11 below for further information on payments. Online order must be made a minimum of 30 minutes prior to departure if you need the products delivered to your gate and 20 minutes before your flight landing if online order is made in-flight for pick up or delivery on arrival. Online purchases made later than this cannot be accepted by us. After you make an online order via the Airport Quick Commerce service, you will receive an email (“Confirmation Email”) with a QR code that identifies your order and acknowledges that we have received your order and it has been confirmed by the retailer. This QR code must be shown to our dedicated airport courier at the moment that you pick up your purchased products, the moment when your boarding ticket will be scanned by our airport courier. Please note that the Confirmation Email is confirmation of your request only, and does not mean it has been accepted. Our acceptance of your request as an actual confirmed reservation will take place as described in clause 2.5. When using the Airport QuickCommerce service, please ensure that the details are complete and accurate before confirming your online. As part of the purchasing process, you will also be asked to sign in to our website with your personal data. Please take particular care to ensure this information is accurate as we will use it to determine your delivery and pickup. Note that the Confirmation Emails are neither a binding offer nor an agreement of sale and purchase. At the moment you make an online purchase in Airport Quick commerce our payment providers authorise your credit card, but it will charge the amount of the purchase only when the order has been successfully fulfilled according to one of our fulfilment options available at that Airport (Pick up at the Kiosk on arrival or meet at the boarding gate or in the business lounge one of our dedicated airport courier) and in compliance with customs requirements, and in accordance with these Terms. You can cancel your online order at any time, including after receiving the confirmation Email without penalties. We reserve the right to cancel your online order in whole or in part for any reason at any time. When we cancel your online order, we will notify this to you prior to your flight time scheduled and no amount will be charged by our online payment provider from your credit card. For the avoidance of doubt, the Confirmation Email is not a binding offer to you or our binding acceptance of an offer from you. The completion of the contract between you and us will take place when you pick up the Products in compliance with one of our available fulfilment options at the Airport and at the moment the purchase is successfully finalised. Title to any Products you purchase online via Airport Quick Commerce shall pass to you when you pick up the products and the online payment is successfully finalised in accordance with the in store terms of sale for the product.

3. Products

The images of the Products and any packaging (if applicable) on our Website are for the most accurate retail merchandising purposes to give you the same shopping experience you could have in store. Although we have made every effort to display the colours and the merchandising accurately, we cannot guarantee that your device displays the colours accurately and reflects the colour of the Products and/or packaging in the store. The Products may vary slightly from those images. The packaging of the Products may vary from that shown on images on our site. All Products shown on our site are subject to availability and any duty free restrictions (see Clause 7) and our interface takes into account automatically all the different taxation rules based on your flight trajectories and the different countries duty free allowances applying the exact price based on your flight data. At the latest this will be verified again with you at the time of the scan of your boarding card, and if some of the taxation rules have been changed for any reason from the ones applied when you confirm your online order, a new transaction will be made to compensate for the difference, however, we will inform you in real time through our website. If the Products you have reserved are not available, In that case no amount will be charged from your credit card and the purchase will be cancelled. The range of Products offered on our Website and in our partners stores (including any of the products that may have been confirmed to you as purchased online) is subject to change without prior notice and we reserve the right from time to time, to withdraw or cease to make available any or all of the Products from our Website.

4. Price and slips

We take all reasonable care to ensure that the prices of Products are correct and up to date. However if we discover an error in the price of the Products you ordered online or such prices change due to a change in the applicable tax or customs regulations, please see clause 4.2 for what happens in this event. Prices for the Products may change from time to time but any changes (except changes due to change in the VAT, tax, etc. where applicable) will not apply to any purchase which we have confirmed in accordance with clause 2.5. Our site contains a large number of Products from different airport retailers. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced by the airport retailer. If we discover an error in the price of the Products you have reserved, we will inform you from the website of this error and we will give you the option of continuing with the purchase of the Products at the correct price or cancelling your purchase. In no case we will have to provide the Products to you at the incorrect (lower price). We reserve the right to make changes to the prices of the Products from time to time but (except where the changes are due to incorrect pricing due to a typographical mistake or due to a change in the VAT, tax, etc where applicable) such changes will not apply to any online purchases which have been successfully placed, as confirmed by our website. The invoice slips associated with your purchased basket will be issued through Airport Quick Commerce at the moment of the payment by each of the airport retailers as we are not a merchant ourselves. The Airport Quick Commerce price promise guarantees you the best deal available at the time of the purchase from our airport retailers. If, when you pay for and pick up the Products, they are included in a promotional offer or have been discounted in the store on the date of collection, you will be charged the lower of The price of the promotional offer or discount; or The price stated in your online purchase Any difference in price that might be applied, when the real price including tax does not match with the amount authorised from your credit card at the moment of online order for any reason like and not exclusively depending from the change of the flight trajectory or the boarding card scanning at the moment of pick up does not match with the flight trajectory you indicated at the moment of the online purchase, the difference will be charged to your card at the moment of pick up through a new transaction made through our online payment providers if you owe us the cash difference or the difference will be transferred to your bank account through our online payment provider through a new transaction if we owe you the cash difference. This only applies to Products that have been purchased online through Airport Quick Commerce and not yet picked up and does not apply to products which have been added to the basket within the airport stores or the airport retailers e-commerce website.

5. Security

You are solely responsible in all respects for all use of and for protecting the confidentiality of any username, email verification and password that may be given to you or selected by you for use on the Website. You may not share these with or transfer them to any third parties. You must notify us immediately of any unauthorised use of them or any other breach of security regarding the Website that comes to your attention.

6. Changes to these terms and conditions

We reserve the right to amend these Terms from time to time. Any such changes will take effect when posted on our Website. Your continued use of our Website shall signify your acceptance to be bound by the latest Terms. Notwithstanding the above clause 6.1, any material changes to these Terms will be notified to you and will need to be expressly accepted by you in order to come into force. Every time you make an online purchase with us, the Terms in force at that time will apply to the Contract between you and us.

7. Availability of the Products at time of collection

Your online order shall automatically be cancelled and the Products returned to the store for general sale if for any reason you do not pay for and pick up the Products. To ensure the availability of Products in store which are included in promotional offers, there may be restrictions on the number of certain promotional Products you can order online. Where any such restriction applies, this will typically be stated on the Website and you will not be able to reserve more than the permitted number of Products by the duty regulation and allowances. Availability of Products varies from store to store and details of Products available for online purchase (where Airport Quick Commerce is operating) are shown on the Website. We shall not be liable to you where circumstances arise whereby the Products you have ordered online are not available or cannot be paid on the date of your pickup. The Products will be your responsibility once you have picked up them and you will own the Products once we have received payment in full.

8. Restrictions

Some of our Products have a minimum age requirement (for example those containing alcohol a minimum legal age 18 years is required), and by purchasing online any of these Products you confirm that you are the required age in our website. We are not allowed by law to supply these restricted products to you if you do not satisfy the age requirements. If you are underage please do not attempt to order these Products online. You or any person authorised by you may be required to provide proof of your age when you pay and pick up your products. All orders are subject to any applicable customs regulations and/or duty free regulations. Adherence to any customs regulations are your responsibility. If you reserve Products which exceed the relevant customs regulations, you are advised (but we have no obligation to advise you) to purchase only the number of Products within the limits set by the applicable customs regulations that we communicate this to you through our website during the checkout process. Our platform will not allow you to purchase more than the permitted by the applicable regulations. A valid boarding card must be presented when pick up and charge your credit card to finalise the purchase of the Products otherwise your online order will be cancelled and you will be unable to purchase the Products. We reserve the right to deny orders of the Products online which are not available for purchase for the destination stated on the boarding card, but we have no obligation to do so and we will not be responsible or liable if you order Products that are not available for the destination stated on your boarding card. If, for whatever reason, you are unable to pass through airport security into the departure area, or on arrival (where possible) we will be unable to fulfil your order and your online order will be cancelled with no charge of payment to your credit card. Please note that due to customs regulations, we are unable to deliver any uncollected Products to an alternative address outside of the relevant airport order fulfilment options available in our Airport Quick Commerce and the Products can only be collected from the designated pick up point at that airport.

9. If the products are faulty

As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local consumer protection authority. Nothing in these Terms will affect these legal rights.

10. Returns

In case you change your mind and wish to return the items we have successfully fulfilled, we would kindly suggest you contact the Airport Retailer that issues your slip that will set up the returns based on its own policy of return. However we remind you that usually proof of purchase with a slip is required. The items must be in perfect condition with unopened packages. Due to custom restrictions tobacco and spirits cannot be exchanged or returned.

11. Payment

You are not obliged to purchase any of the Products you have ordered online with us using Airport Quick Commerce. If you change your mind when you come to pay and pick up the Products, you may choose not to buy the Products from Airport Quick Commerce or to replace the Products with any other items which are currently available in store. You will pay the price shown in store for these items. If you no longer wish to purchase the Products, you also have the opportunity to cancel your online order via the Website prior to your departure time. Our payment providers accept payments in various currencies. If you wish to pay in a currency other than Euros, the conversion rate into the currency you wish to pay in will be determined in accordance with tha airport retailer terms of sale on the actual date of purchase.

12. Limitations on warranties and liability

Subject to clause 12.4, we will use reasonable endeavours to verify the accuracy of any information on the Website but we make no representation or warranty of any kind, express or implied, statutory or otherwise regarding the contents or availability of the Website or that it will be timely or error-free, that defects will be corrected, or that the Website or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website and we accept no liability for any kind of loss or damage from action taken in reliance on material or information contained on the Website. If we fail to comply with these Terms, we are responsible for any direct loss or damage you suffer that is a foreseeable result of our breach of these Terms. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the contract between you and us. To the fullest extent permitted by applicable law, we will not be liable to you for any other damages of any kind, including indirect, special, consequential or incidental damages or other damages arising directly or indirectly from your use of (or your inability to use) the Website or Airport Quick Commerce. We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business for resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. We do not in any way exclude or limit our liability for: Death or personal injury caused by our gross negligence; and Fraud or fraudulent misrepresentation.

13. Use of our website

You are solely responsible for all activity whilst using our Website and for the security of your computing systems. You assume all liability for losses and damage incurred by us, except where such losses are due to a third party who is not known to you who deliberately misuse your log-on details. We reserve the right to terminate your Website account where you do not comply with these Terms or any applicable laws and regulations relating to the use of our Website. You may amend or cancel your Website registration at any time via the Website or by contacting our customer support team using the contact details in Clause 17 below. You must not use the Website for any unlawful or fraudulent purposes. You must not misuse the Website by introducing viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful. In particular, you must not access without authority, interfere with, damage or disrupt the Website or any part of it; any equipment or network on which the Website is stored; any software used in connection with the provision of the Website; or any equipment, software or website owned or used by a third party. You must not attack the Website via a denial‑of‑service attack. Without prejudice to its other rights or remedies, we reserve the right to take legal proceedings against you for reimbursement of all costs or losses (on an indemnity basis) resulting from your breach of clause 13.3, and to disclose such information to law enforcement agencies as we reasonably believe is necessary.

14. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Terms that is caused by an Event Outside Our Control. For the purposes of these Terms, an Event Outside Our Control means any act or event beyond our reasonable control, including, but without limitation strikes, lock-outs or other industrial action by third parties, supplier default or delay, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks. If an Event Outside Our Control takes place that affects the performance of our obligations under a contract between you and us we will notify you as soon as reasonably possible.

15. Your restrictions on use of our Website

Subject to clause 16 below, you may not download, copy, use, make derivative use of or exploit for commercial purposes any proprietary or other information or content on our Website, including, but not limited to, any images, pricing or descriptions of the Products or any brand trademarks, trade names or logos. This includes any copies or derivatives created for the benefit of a third party. Use of data mining, robots or any other kind of data gathering and/or extraction tools is strictly prohibited.

16. Intellectual property and proprietary rights

All intellectual property and other proprietary rights (i) in our Website and its content, and (ii) in any trademarks, trade names, domain names and product names used in our Website, are owned and expressly reserved by either E23 Delivery SRL and/or its retailer affiliates, its licensors or brand owners providing the Products. Any use of such rights without express written consent of E23 Delivery SRL and/or its retailer affiliates or the relevant brand owners is strictly prohibited.

17. How to contact us

If you have any questions or concerns about your reservation you can refer to the FAQ pages, or please contact our Customer Support Team and refer to your account or order details. You can contact our Customer Service Team by e-mail at support@e23delivery.com

18. How we may use your personal data

Any personal data you provide when using our Website and/or using Airport Quick Commerce will be processed and used in accordance with our Privacy Policy. By using our Website and/or using Airport Quick Commerce you agree to such processing and the terms thereof. The rules governing aspects relating to the processing of users’ personal data due to use of the Website and/or using Airport Quick Commerce are set out in the link attached to the various data collection forms that may be included in the Website and/or using Reserve & Collect. The Website uses a technology known as "cookies" to gather information on how the Website is used. For detailed information on how E23 Delivery SRL uses cookies, please see this link.

19. Feedback

We welcome your comments and feedback regarding our Website, our services and as Product reviews. Any personal data you provide to us when giving us comments and feedback will be processed in accordance with applicable data protection legislation.

20. Other important terms

We may at our sole discretion transfer our rights and obligations under these Terms to another organisation. Any contract concluded pursuant to these Terms is made between you and us. No other person shall have any rights to enforce any of its terms. If any conditions contained within these Terms, which run contrary to good practice and entail a significant imbalance to your disadvantage, are adjusted or left without regard by a court of law or relevant authority, the remaining paragraphs of these Terms shall remain in full force and effect if you so request and if the Terms can continue to be enforced with otherwise unchanged contents. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you. The Terms, as amended from time to time, constitute the entire agreement between you and us regarding your rights and obligations in respect to your access to our Website and use of Airport Quick Commerce services we may provide you. These Terms are governed by the laws applicable in Italy. You and we both agree to expressly waive any other jurisdiction that may apply and submit all disputes and/or disagreements to be heard and determined by the Courts of Rome, Italy.