Frequently Asked Questions

Frequently Asked Questions

What you can reserve, how to pay, restrictions... all explained here


Can I only reserve items displayed on Reserve & Collect?

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. Your confirmation email will contain details of collection point.

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?

You can browse products without your flight details however, you will need to provide flight details to make a reservation.

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?

You may want to have your email at hand however it is not necessary as the store will have your details.

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 store. For high value items, you may be required to pay a deposit to secure your reservation. Our Shopping Services team will put you in touch with the store in order to take payment directly.


Can items be transferred between terminals?

If a product you would like to purchase is available at any terminal in Heathrow, on occasion we can arrange to have the product transferred to your departing terminal, provided that the brand offers this service and 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.


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 contact form and selecting 'Terminal Transfer'.

Because of the staff costs involved in offering this service, we do ask that passengers commit to make purchases of £300 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?

A minimum of 3 hours before your departure time is required to complete the transfer process and allow you time to make your purchase.


Can I use Reserve & Collect when I am arriving into Heathrow Airport and not departing?

Most retail stores 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 from 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.


I paid by cash and need a refund

All returns are arranged through Heathrow Promise. We advise that a keep hold of your receipt and contact the retailer directly.

Can I buy baby milk?

Boots have a 72 hour reservation policy for all orders. Orders need to be made prior to 72 hours before your departure time to allow for adequate stock to arranged, unfortunately we are unable to process orders that are received after this time.

Boots have a selection of baby milk and food available in store to purchase. You are also to carry powdered milk through security without any problems.

If you are travelling to the US restrictions are in place for passengers carrying powders of over 350ml (drinks can size) or 350g. These items are prohibited from carriage in the cabin. Medical powders such as medicines, baby powders and human ashes are still permitted but subject to further checks. Passengers are asked to make sure items are carried in original packaging where possible with the seals intact and where appropriate proof of authenticity such as a prescription.

Powders purchased in duty free may be carried provided they are packaged in a security tamper evident bag (STEB) inside of which is a receipt proving the item has been purchased airside at an airport.

For further information and specific details please contact your airline.