What you can reserve, how to pay, restrictions... All explained here
Below you will find the answers to our most frequently asked questions. If you have a query that is not answered, contact us.
RESERVATION QUESTIONS Can I only reserve items displayed on Heathrow Boutique?
No, our Shopping Services team are able to reserve products from most brands available to buy at Heathrow. If you can not see what you are looking for, please contact us
with your enquiry. Where do I collect my reserved items?
Reserved items should be collected from the shop where the product is available at Heathrow. Our Shopping Service team will confirm details with you and provide directions when they confirm your reservation. How long can a shop hold an item for?
Most retailers can confirm your reservation request 72 hours before you travel. Some stores can only accept reservations 24 hours before the time of travel, but our Shopping Service team will confirm that with you when you make your enquiry. Do I need to confirm my flight details to place an order?
We can respond to product stock or price enquiries without your flight details, but we will need to know which terminal your are intending to travel from. We do need your confirmed flight details to make a reservation. Do I need to bring my reservation confirmation email as proof of my reservation?
No, the store will have a record of your reservation. You may wish to bring a print out of your reservation with you so you have our contact details to hand if you have any questions. Can I pay for an item in advance?
Heathrow does not accept payment for reserved items, you will pay when you collect your product(s) in the shop where you are collecting them. For high value items, you may be required to pay a deposit in order to secure your reservation. If this is the case, our Shopping Services team will put you in touch with the shop that will take payment directly.
PRODUCT TRANSFER QUESTIONS Can items be transferred between terminals?
If a product you would like to purchase is available at any terminal in Heathrow, we can arrange to have the product transferred to the terminal you are flying from, provided that the brand has a shop in your departure terminal so you can make the payment. Some brands offer a telephone payment service, in which case they can accept pre-payment and we can meet you with your purchase. Please enquire about this
with our Shopping Services team. Can items be transferred from high street stores?
Some brands will transfer products from high street stores to their airport store to enable you to make the purchase at the Heathrow price. Please enquire about this
with our Shopping Services team.
TERMINAL TRANSFER QUESTIONS Can I shop in other terminals not just the one I am departing from?
If you have enough time before your flight, it is possible to be transferred to another terminal to visit stores that are not available at the terminal you are flying from. To do this, an escorted transfer needs to be arranged in advance, which can be requested using our Terminal Shopping Transfer form
Because of the staff costs involved in offering this service, we do ask that passengers commit to make purchases of £250 or more when using the service. If I am being escorted to another terminal to shop, how soon must I arrive prior to my departure?
We recommend 3 - 3 1/2 hours before your departure time to complete the transfer process and allow you time to make your purchase.
HEATHROW SHOPPING QUESTIONS Can I use Reserve & Collect when I am arriving into Heathrow Airport and not departing?
Most retail shops are located in the departures areas at Heathrow, so unfortunately passengers are not able to access these shops upon arrival. Can I collect an item when I return regardless of where I am flying to?
Heathrow’s Shop & Collect service is currently only available to passengers travelling within the E.U. and UK. What is the maximum allowance of alcohol I can take abroad?
Allowances are determined by the country you are travelling to. For a full list of destinations and allowances, please click here
. Can I reserve Tobacco products?
We are unable to reserve tobacco products, however a wide range is available for passengers travelling outside the E.U. or UK at World Duty Free in all Heathrow terminals. Do you deliver items or must I be flying form the airport?
Heathrow’s pricing is allowed with special permission from the UK’s HMRC and a condition of sale is that purchases must be made by passengers flying from Heathrow. Heathrow shops are unable to sell goods to people that are not flying.
PRODUCT QUESTIONS Do you stock the Chanel Classic Flap Handbag at Heathrow Airport?
This item has been discontinued - please contact us
for other items Do you stock Louis Vuitton?
Yes, Louis Vuitton has their first European airport store at Heathrow, Terminal 5. Does anywhere sell push chairs?
No, you will need to bring your own push chair when you visit Heathrow.
GENERAL QUESTIONS Can you get your luggage wrapped at Heathrow?
Yes, the luggage wrap in service is available in all terminals at the Excess Baggage Company, in departures before security. Where/how can I book a wheelchair?
Wheelchair assistance should be booked directly with your airline. You can find more details about arranging assistance at Heathrow here
Collect on Return or Home Delivery?
If you are travelling within the UK or EU you can use our free Shop & Collect service to buy when you depart - then pick up purchases when you return.
Or, you can have your purchases delivered to any UK mainland residential address, free when you spend £300 or more at Heathrow and use your Heathrow Rewards card.
If you would like to find out more about the Heathrow rewards programme, you can contact their Customer Service team.
Monday - Friday 9:00am - 5:00pm GMT, excluding UK Bank Holidays
Telephone: 0500 844 844 (UK) +44 (0)203 475 6880 (from outside the UK)
Or, visit the Heathrow Rewards website
for more information.