Frequently Asked Questions

Updated: July 2025

1. My order

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

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

Are products from all stores at Heathrow Airport available to reserve or purchase online?

No. Certain product ranges are made available on the Heathrow Reserve & Collect website. Product ranges offered through this service may change from time to time.

Who am I buying my product(s) from?

All products are sold to you by retailers operating on the Heathrow Reserve & Collect website. Your sale of goods contract is between you and the relevant retailer. Please refer to the retailer’s terms and conditions of sale available here.

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.

2. Paying for my 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 designated collection locations in the international departures lounge after you pass through security at the Heathrow 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 retailer’s store at the Heathrow Airport.

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. Different payment methods may be made available or removed from time to time at Heathrow’s discretion.

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.

3. Managing my order

How can I view my order?

You can view your order online here.

How can I manage my order?

You can manage your order online here.

Can I add new items to an existing order?

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

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 and Conditions | Heathrow Reserve & Collect for further information on your rights of cancellation.

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 Terms and Conditions | Heathrow Reserve & Collect for further information.

4. Collecting my order

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 designated collection location at Heathrow Airport, located within departures after you pass through security at the Heathrow Airport, which may include the relevant retailer’s store, a Heathrow operated collection point or a participating airport lounge.

Products that are ordered on the Heathrow Reserve & Collect website and paid for on collection may be collected from the relevant retailer’s store(s) at Heathrow Airport which is located within departures after you pass through security at Heathrow Airport.

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

Can I collect my order from any airport lounge?

If you purchase any products through the Reserve & Collect Pay in Advance service, you may be entitled to collect your order from a participating lounge. No additional fee will be charged for collection from a participating lounge. We will specify the participating lounges during the ordering process. Certain exclusions apply. For further details, see here.

How do I collect my items on return?

Subject to availability, you may be able to use our Collect on Return service. Please contact the Shopping Services team on 0800 6785324 or shopping.services@heathrow.com or speak to a representative at a Heathrow collection point who can advise you. For more information on this service, see shopping-services | Heathrow.

What information do I need to provide to collect my order?

You will need to provide proof of age and proof of identity upon collecting your order.

If you are using the Reserve & Collect Pay in Advance service, then you will also need to provide the order number, and the unique pin code number stated in your order confirmation email. See also here.

What happens if I change my mind about the collection option that I have selected? What do I need to do?

Please contact the Shopping Services team on Contact Us | Heathrow Reserve & Collect providing your order number who can advise you of your options. Any change to collection options may be subject to availability.

What happens if I change my mind when collecting my order in store and I no longer want it?

If you have purchased an item using the Reserve & Collect Pay in Advance service and you no longer want this item, you must return it using the Heathrow Returns Promise in accordance with Returns Policy | Heathrow. You must not return the item to the retailer directly at Heathrow Airport.

If you have ordered an item using the Reserve & Collect Pay on Collection service and you no longer want this item, you can inform our representative or if applicable, the retailer’s representative and your order will be cancelled. You will not be charged, and no payment will be taken for your order.

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 discuss if it is possible to request a change to the date or time of your collection or to cancel your order. Product availability may be affected by changes to the collection time, date or departure terminal. Please see further details at our Terms & Conditions.

5. Refunds and Returns

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 (such as products sold by World Duty Free including products from Hermès, Bulgari or Glorious Britain) 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 by logging into your My Heathrow account here or as a guest user here. If you have questions about your refund, please contact our Shopping Services team.

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.

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 our Shopping Services team for further assistance. Your statutory rights are unaffected.

6. My Heathrow and Heathrow Rewards

How do I create an account?

If you do not yet have an online My Heathrow account, you can create one by signing up here: Sign up or sign in. For further information regarding My Heathrow, see here. My Heathrow | Heathrow

Can I collect my Heathrow Rewards points online?

Heathrow Rewards points may 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. Any points accrued will be shown in your points balance on your My Heathrow account (if you have registered for a My Heathrow account) 24 hours after collection of your item. For further information regarding My Heathrow and Heathrow Rewards, see here My Heathrow | Heathrow.

7. Travel and baggage guidelines

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.

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.

8. Customer support