Personal Shopper Service Terms and Conditions

1.1 To register for the Personal Shopper Service (“Service”) you must provide your full name as set out in your passport/boarding card, address, phone number and e-mail address.
1.2 You must be over 18 to use the Service.
1.3 Whilst using the Service you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer or other device, and to the extent permitted by applicable law you agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be used in an unauthorised manner. You are responsible for ensuring that the details you provide us with are correct and complete, and for informing us of any changes to the information you have provided.
1.4 We reserve the right to refuse service, terminate accounts or remove or edit content if you are in breach of applicable laws, these Conditions or any other applicable terms and conditions, guidelines or policies. The Service is provided at our sole discretion and may be terminated by us at any time.
1.5 Where you register on the day of your flight in person an appointment with a Personal Shopper will be subject to availability.

2.1 When you submit a reservation request as part of the Service we will send you a reservation acknowledgement email, details of the goods that you have requested to reserve, the proposed time of your appointment with your personal shopper (the “Personal Shopper”) and the relevant Lounge (the “Lounge”) where you will be taken on your day of travel. Please note this email is an acknowledgement and is not confirmation of your reservation.
2.2 Upon receiving your reservation request, our Customer Service team will contact you to confirm whether your requested item(s) are available for reservation and the time and Lounge for your appointment.
2.3 All reservation requests made by you through Heathrow Boutique are subject to acceptance by individual retailers. Reservation requests may not be accepted for any reason and Heathrow Airport Limited (“Heathrow”) will not be liable to you or to anyone else in those circumstances.
2.4 Reservation requests can only be accepted between 1 month and 48 hours prior to your flight time. Requests received outside of this time frame may be fulfilled at our discretion.
2.5 Heathrow retailers and the products they offer have individual reservation limits and their own individual terms of reservation. Our Customer Service team will be able to advise on specific circumstances.

3.1 Following confirmation of your reservation, on the day of your travel, or where you have registered on the day and there is a Personal Shopper available, you will be met and escorted to the Lounge by your Personal Shopper. All purchases of goods will be made in the Lounge.
3.2 All sales will be concluded at the Lounge with your Personal Shopper and all sales contracts will be between you and the retailer. These sale contracts will be governed by the “Personal Shopper Terms and Conditions of Sale” and any terms and conditions of the relevant retailer, which will be set out in the confirmation email you receive before making payment.
3.3 Heathrow allows third party retailers to list and sell through the Service. Whilst Heathrow helps facilitate purchases of goods that are carried out using the Service, Heathrow and its subcontractors are not the seller of the retailer’s goods. Heathrow and its subcontractors accept no liability to you with regard to the sale of goods by retailers, the fulfilment of the reservation, or in connection with the products being reserved and/or sold except as set out in the Heathrow Shopper Promise:,-eat,-relax-and-enjoy/refund-policy.
3.4 Should you request (a) a product that requires customisation; (b)payment by cash or (c) a VAT receipt of sale, you will be escorted to the relevant store to complete the transaction for the items where this is applicable. If your attempt to pay by card should fail twice for any reason, then we will not allow any further card changes/attempts, however you will have the option to complete the transaction at the relevant store. Should a store visit take more time than available before your flight, we will be unable to complete the sale for these items. Please note that payment by cheque is not accepted as part of this service.
3.5 On rare occasions, a confirmed reservation may not be available for purchase at the time of travel. Whilst we will make every effort to inform you of this in advance, Heathrow does not accept liability for reservation requests unfulfilled by retailers.

4.1 All prices shown include any VAT and duties payable. On occasion, the prices payable in respect of goods advertised on Heathrow Boutique may differ from those prices payable at the same time in retail stores at Heathrow. In the event that in-store prices differ from those on Heathrow Boutique, the Customer Service team will endeavour to contact you to confirm the price payable on your day of travel.
4.2 Although we endeavour to ensure that all pricing information on Heathrow Boutique is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either contact you to ask whether you wish to continue with the reservation request at the correct price or notify you that we have cancelled your request. Retailers will not be obliged to supply goods through the Service at the incorrect price.

The retailer is under an obligation to provide certain information to you (e.g price and characteristics of goods, return and cancellation policies) before you are bound by any sales contract. This information will be provided to you by email before you make payment. By registering for the Service, you confirm that you are happy to be provided all relevant information by email rather than in paper form.

In addition to your statutory rights and your contractual rights with the retailer, most goods purchased at Heathrow are covered by the Heathrow Shopper Promise. For full details please visit:

7.1 It is your responsibility to ensure you arrive at your departure gate in sufficient time for your flight. Heathrow will not be responsible or liable for you missing your flight for any reason in connection with the use of this service.
7.2 Heathrow cannot guarantee that the appearance and/or colours of products shown on this site exactly reproduce the appearance and/or colours of the physical products themselves.
7.3 Any personal information that you supply to us in the course of using the Service will be used in accordance with our Privacy Policy

These Conditions and any contracts formed under them, together with any non-contractual obligations arising as a result, are governed by and construed in accordance with English law, and the English courts have exclusive jurisdiction to determine any dispute arising in connection with these terms and conditions and any contracts formed under them, including disputes relating to any non-contractual obligations.