Updated: July 2024

Do I need to input flight details to place an order?

Yes, you must enter your departure flight details to place an order.

How do I pay for my order?

For products that have a “Pay Now” option, you can pay directly online through the Heathrow Reserve & Collect website in advance of collection from the Heathrow operated collection point located in the international departures lounge after you pass through security at the airport.

For products that have a “Pay on Collection” option, these products are available to reserve online, with payment made and processed upon collection at the airport. Depending on the retailer, collection will take place either at the retailer’s store at the airport, or at a Heathrow operated collection point which is located within departures after you pass through security.

Which payment methods can I use?

You can use MasterCard, Visa, American Express, China UnionPay (CUP), Discover & Diners Club, eftpos Australia and Japan Credit Bureau (JCB) credit and debit cards only to make payment for products through Heathrow Reserve & Collect.

How can I manage my order?

You can manage your order online via the following link Login or Check Order Status | Heathrow Boutique, either as a guest or a customer with a registered Heathrow account.

Where do I collect my order from?

Products that are paid for in advance on the Heathrow Reserve & Collect website must be collected from the relevant Heathrow operated collection point. This is located within each terminal building within departures after you pass through security at the airport.

Products that are ordered on the Heathrow Reserve & Collect website and paid for on collection may, depending on the retailer, either be collected from the retailer’s store(s) at the airport or from a Heathrow operated collection point which is located within departures after you pass through security at the airport.

Your ‘ready to collect your order’ email will provide you with the exact location and further information.

What happens to my order if my flight is cancelled?

If your flight is cancelled, you will need to contact our customer support team at Contact Us | Heathrow Reserve & Collect to request a change to the date or time of your collection or cancel your order. Alternatively, you can request a change or cancellation by amending your order online via the following link Login or Check Order Status | Heathrow Boutique, either as a guest or a customer with a registered Heathrow account.

Product availability may be affected by changes to the collection time, date or departure terminal. Please see further details at our Terms & Conditions.

How do I get a refund?

As part of our commitment to providing world class customer service, we operate a 60 day returns service on behalf of Heathrow retailers known as ‘Heathrow Returns Promise’. Certain categories of products are excluded from Heathrow Returns Promise. See Returns Promise terms for further information about the returns process and how Heathrow Returns Promise operates.

How do I check the status of my refund?

You can view the status of your refund online via the following link Login or Check Order Status | Heathrow Boutique, either as a guest or by logging into your Heathrow account. If you have questions about your refund, please contact our Shopping Services team.

Can I cancel my order?

Yes, although in specific circumstances, you only have the right to cancel your order until the point of collection. Please see our Terms & Conditions for further information on your rights of cancellation. You can cancel all or part of your order by updating your order online via the following link Login or Check Order Status | Heathrow Boutique, either as a guest or a customer with a registered Heathrow account.

Why has my order been cancelled?

Unfortunately, sometimes products cannot be fulfilled for a range of reasons. We will seek to ensure your order arrives on time, but it may be necessary to cancel your order if, for example, for any reason your items will not arrive in the appropriate condition or at the collection time you have requested. Please see our Terms & Conditions for further information.

When do I get my money back on a refund request?

Once a refund has been approved by the relevant retailer, the monies will be refunded to you within 5-7 working days.

How do I create an account?

If you do not yet have an online account with Heathrow, you can create one by using the email address supplied for your most recent order, just follow the instructions on our sign-up page Login or Check Order Status | Heathrow Boutique.

How many bags am I allowed on my flight?

Please check with your airline hand baggage restrictions as rules and regulations vary.

How heavy can my purchases be?

Please check with your airline hand baggage restrictions as rules and regulations vary.

What can I do about a faulty product?

If your product develops a fault within 60 days of purchase and you would like a refund, please return the product in accordance with the returns policy. If you wish to have the product repaired or replaced, please contact the retailer directly. Contact Shopping Services team for further assistance. Your statutory rights are unaffected.

Can I add new items to an existing order?

Unfortunately, you cannot add new items to an existing confirmed order.

Can I amend an existing order?

After placing an order, you can make changes to your existing order online until your order is confirmed and ready for delivery via the following link Login or Check Order Status | Heathrow Boutique, either as a guest or a customer with a registered Heathrow account.

Why has payment of my order failed?

A payment may fail if there is an issue with your card or your bank. Please carefully check the payment information you have added at checkout or speak to your card provider/bank. You may need to use an alternative payment method if the issue persists.

How will my order be packaged?

Your order will be carefully prepared in a protective package. If the retailer has provided any branded boxes or special packaging, these will also be included.

Can I collect my Heathrow Rewards points online?

Heathrow Rewards points can be earned upon collection of certain orders made through the Heathrow Reserve & Collect website. Please speak to the representative at a Heathrow operated collection point who can assist you with this.

Who can I contact for shopping enquiries?

Please contact our Shopping Services team if you have any questions regarding Heathrow Reserve & Collect or any other shopping service at Heathrow Airport.

Are there restrictions on the amount I can buy?

If you are travelling outside the UK, customs allowances do apply and these vary by destination. When you make a purchase you will be asked to present your boarding card, this is to ensure the items purchased are applicable for your final destination. You are unable to purchase more than 10 of the same product or more than 100 products in any one transaction if purchasing from World Duty Free. Please note that there may be additional restrictions on the amount of a particular product/brand you are able to purchase. Whilst our staff may advise on the items and quantity purchased, it is always your responsibility to check if these are within the customs allowance quantity guidelines for your destination.