Terms & Conditions

Terms & Conditions

Updated: November 2021

1.Introduction

1.1These terms and conditions ("Terms") govern your viewing and use of:

1.1.1this website (URL: heathrow.com/boutique) branded as "Heathrow Reserve and Collect" (the "Website"); and

1.1.2the reserve and collect retail service offered by Heathrow on the Website (the "Reserve & Collect Service").
The Website and the Reserve & Collect Service are operated by Heathrow Airport Limited ("Heathrow"). For the purposes of these terms "we", "our" and "us" refers to "Heathrow".

1.2Heathrow Airport Limited is a private limited company registered in England under company number 01991017. Registered office address: The Compass Centre, Nelson Road Hounslow TW6 2GW. You can view a list of Heathrow group companies below at clause 15 of these Terms.

1.3Any reference made to the "Airport" in these Terms means Heathrow Airport, London.

1.4Please read these Terms carefully before you start to use this Website. We recommend that you print a copy of these Terms for future reference. By accessing this Website you agree to the Terms. If you do not agree with these Terms, do not access or use this Website or the Reserve & Collect Service.

1.5Use of this Website includes accessing, browsing, or registering to use our Website. If you use one of the links on this Website to visit one of our partner or third party websites, then please note that your viewing of these websites and any purchases made through them will be subject to separate terms and conditions with that partner or third party.

1.6Heathrow makes this Website available to you to provide information about its business and the services available at the Airport. We may also work with various partners and third parties to provide you with information about services which we think may be of interest to you. To the extent relevant, any additional terms applicable to sales of those products and services will be brought to your attention before you place an order on the Website.

2.Changes to these terms

Please check this page from time to time to take notice of any changes that may be made, as any changes will govern your viewing and use of this Website and the Reserve & Collect Service.

3.Information on flight arrivals, departures, timetables and destinations

3.1We endeavour to ensure that the flight information contained on this Website is accurate and up to date.

3.2With regard to flight arrivals and departures, please note that the flight arrivals and departures information on this Website contains the scheduled arrival and departure times of most flights. We can only update the flight arrivals and departures information once the airlines have told us that a particular flight is early, delayed or cancelled. Therefore, we do not guarantee the accuracy of that information on this Website. We always advise telephoning the airline in advance if you have concerns that a particular flight may have been cancelled or seriously delayed.

3.3With regard to flight destination and timetable information made available on this Website, we do our best to ensure that this is accurate and up to date, but we are reliant on the airlines and other third parties advising us of any changes. We welcome your feedback, so please contact us at website_feedback@heathrow.com if you identify any inaccuracy.

4.Investor relations

We have included certain information on this Website in relation to the corporate affairs of Heathrow. All information provided as part of this Website is intended to be general in nature and you should not rely on it in connection with the making of any decision. Such information is provided for your convenience only, and we do not give any advice or make any recommendation or endorsement as to any investment. No information on this Website constitutes an invitation to invest in Heathrow or any of its subsidiaries or any other company and you should not make (or decide not to make) any investment or other decisions based on any information available on or via this Website. Heathrow is not liable for any action you may take as a result of relying on such information or advice or for any loss or damage suffered by you as a result of taking this action.

5.Our responsibilities

5.1The content on this Website is provided for general information only. Although we endeavour to ensure that the information contained on this Website will be relevant and useful, we cannot make any commitment that it will meet your particular requirements. We do not guarantee that our Website, or any content on it, will be free from errors or omission and we are under no obligation to update it. For the reasons described above, and because of frequent changes to the retail offering and services offered at the Airport, we cannot guarantee that the information on this Website will always be completely accurate.

5.2We cannot guarantee that the appearance and/or colours of products shown on the Website exactly reproduce the appearance and/or colours of the physical products themselves.

5.3Although we endeavour to ensure that this Website is available at all times, there will be occasions on which we will need to carry out routine and emergency maintenance. We do not therefore guarantee that it will always be available or that it will always perform at a particular speed or with particular functionality. We reserve the right to withdraw this Website if we need to.

5.4We reserve the right, at our discretion, to make improvements or changes to any part of this Website or the Reserve & Collect Service, including to these Terms. We therefore recommend that you re-visit this page from time to time.

5.5To the maximum extent permitted by law, all representations, warranties, terms, conditions and commitments not expressly set out in these Terms are hereby excluded.

5.6Except in the case of death or personal injury caused by our negligence, or fraud, we do not accept responsibility for any loss or damage that you suffer as a result of using this Website, the Reserve & Collect Service or any other retail service offered by Heathrow on this Website. In particular, we do not accept responsibility for (a) any loss of profits, loss of earnings, loss of anticipated savings, loss of goodwill, loss of bargain or loss of revenue; (b) any loss or corruption of data; or (c) any indirect or consequential loss.

5.7Your statutory rights are unaffected.

6.Your obligations when using the Website

6.1You may only view and use this Website in accordance with these Terms and, in any event, for lawful and proper purposes which include complying with all applicable laws, regulations and codes of practice within the UK or other jurisdiction from which you are accessing this Website.

6.2You agree that you will not:

6.2.1post, transmit or disseminate any information on or via this Website which is or may be harmful, obscene, defamatory or otherwise illegal;

6.2.2use this Website in a manner which causes or may cause an infringement of our rights or the rights of any other;

6.2.3make any unauthorised, false or fraudulent booking;

6.2.4use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this Website including but not limited to uploading or making available files containing corrupt data or viruses via whatever means;

6.2.5deface, alter or interfere with the front end 'look and feel' of this Website;

6.2.6take any action that imposes an unreasonable or disproportionately large load on this Website or related infrastructure; or

6.2.7obtain or attempt to obtain unauthorised access, via whatever means, to any of our networks.

6.3We reserve the right to suspend or terminate your access and use of this Website, the Reserve & Collect Service and any other retail service that we may offer on the Website from time to time at any time if you breach these Terms.

6.4This Website may require registration and subsequent access to the Website’s services will be subject to an approved name and password (“Password Details”). Information that you provide on this website when registering and/or placing reservations must be accurate and complete. Password Details are accepted and may be withdrawn at our sole discretion and are exclusive to you and non-transferable and must be treated as strictly confidential at all times. In the event you have any concerns regarding your Password Details or become aware of any misuse then you must inform us immediately.

7.Intellectual Property Rights

7.1All trade marks, copyright, database rights and other intellectual property rights (together "the Rights") in the materials on this Website (as well as the organisation and layout of this Website) and the rights in any software or underlying software code that is made available for download from this Website ("software") are owned by us or our licensors.

7.2Except as stated in paragraph 7.4 below, you may not without our prior written permission copy, reproduce, modify, alter, publish, broadcast, distribute, display, post, sell, transfer or transmit in any form or by any means any material on this Website or software whether in whole or in part nor use the material or software to create derivative works.

7.3The contents of the pages contained in this Website may not be distributed, displayed or copied to third parties including, but not limited to, "caching" any material on this Website for access by third parties and "mirroring" any material on this Website.

7.4The contents of individual pages of this Website may be printed or downloaded to disk for the purpose of private and personal non-commercial use. You may make an electronically stored, transient copy of the content of this Website for the purpose of viewing it while connected to the internet only.

7.5You may not do any of the following without our written permission:

7.5.1remove the copyright or trade mark notice from any copies of content under these Terms; or

7.5.2create a database in electronic or structured manual form by systematically downloading and storing any content.

8.Feedback

8.1From time to time we may ask you to provide us with your views on the Airport, our services, this Website or any other related issue. Our use of your feedback together with the personal information you provide will be governed by these Terms and by the terms of our privacy statement (https://boutique.heathrow.com/en/privacypolicy.html).

8.2If you are under the age of 16 you must have consent from a parent or guardian to provide feedback to our request.

8.3By contributing your feedback you will be giving us your full consent to post your comments on this Website should we choose to do so and you will be deemed to have given us a free licence on a perpetual basis to adapt, modify, incorporate your comments in other works or otherwise use it as we see fit. You agree that we do not need to acknowledge you as being the author of such comments but by contributing you give us permission to acknowledge you as the author should we wish to do so.

8.4Any comments you provide must not contain anything that is unlawful, offensive, abusive, threatening, defamatory, obscene or discriminatory nor shall they infringe the rights of anyone else.

9.Viruses

9.1We do not guarantee that this Website will be secure or free from bugs or viruses.

9.2You are responsible for configuring your information technology, computer programmes and platform in order to access this Website. You should use your own virus protection software.

9.3You must not misuse this Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to this Website, the server on which this Website is stored or any server, computer or database connected to this Website. You must not attack this Website via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identify to them. In the event of such a breach, your right to use this Website will cease immediately.

10.General

These Terms refer only to your viewing of this Website and separate conditions apply to prize draws, competitions and promotions which we may run from time to time, as well as to products and services sold through this Website.

11.Data Protection and Privacy

Any personal information you supply to us when you use this Website will be used in accordance with our privacy notice (https://boutique.heathrow.com/en/privacypolicy.html).

12.Accessibility

In accordance with our accessibility statement (https://boutique.heathrow.com/en/accessibility.html), Heathrow is committed to meeting the requirements of the Equality Act and we make every effort to ensure this Website is accessible to people with special needs, including those with visual, hearing, cognitive and motor impairments.

13.Applicable law

13.1If you are a consumer, please note that these Terms, its subject matter and its formation, are governed by English Law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

13.2If you are a business, these Terms, its subject matter and its formation (and any non-contractual disputes or claims) are governed in accordance with English law and we both agree to the exclusive jurisdiction of the courts of England and Wales save as for where The Law Applicable to Contractual Obligations and Non-Contractual Obligations (Amendment etc.) (EU Exit) Regulations 2019 apply.

14.Serverability

Each of the clauses and paragraphs of these Terms operate separately. if any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining clauses will remain in full force and effect.

15.Our companies

Company name: Heathrow Airport Limited

VAT number: 927365404

Registered number: 01991017

Registered address: The Compass Centre, Nelson Road, Hounslow, TW6 2GW

Company name: LHR Airports Limited

VAT number: 653094731

Registered number: 1970855

Registered address: The Compass Centre, Nelson Road, Hounslow, TW6 2GW

Company name: Heathrow Enterprises Limited

VAT number: 653094731

Registered number: 02767216

Registered address: The Compass Centre, Nelson Road, Hounslow, TW6 2GW

Company name: Heathrow Express Operating Company Limited

VAT number: 927365404

Registered number: 03145133

Registered address: The Compass Centre, Nelson Road, Hounslow, TW6 2GW

Reserve & Collect Services

1.Contract information

1.1When you purchase goods reserved using the Reserve & Collect Service on the Website, the contract of sale is between the relevant retailer and you.Heathrow is not the seller of the goods. When you purchase goods from more than one retailer you will have a separate contract with each retailer.

1.2The retailer(s) will provide the contract for sale of goods to you to read and accept before you conclude the sale, either direct to you or via an email, and this will form the basis of the contract between the retailer and you.

2.Reservation of goods

2.1After submitting a reservation request on the Website we will send you a reservation acknowledgement email, specifying your reservation/order number and details of the goods that you have requested to reserve. Please note that this email is an acknowledgement and is not confirmation of your reservation.

2.2Upon receiving your reservation request, we will email you to confirm whether your requested item(s) are available for reservation at the relevant store or at the designated Heathrow operated collection desk at the Airport.

2.3All reservation requests made by you through the Website are subject to acceptance by third party retailers. Reservation requests may be declined by such retailers or by us for any reason and Heathrow will not be liable to you or to anyone else in those circumstances.

2.4All fulfilment of stock, whether to a retailer’s store at the Airport or to a Heathrow operated collection desk at the Airport (as applicable), is subject to availability.

2.5With respect to reservation of goods using the Reserve & Collect Service which require payment and collection at a retailer’s store at the Airport only, reservation requests can only be accepted by the Website between 1 month and 72 hours prior to your flight time (if you are a passenger departing from Heathrow). Requests received outside of this time frame for this retail service offered using the Reserve & Collect Service may be fulfilled at our discretion.

2.6Retailers may have individual reservation limits and their own terms of reservation with respect to the products that they offer on the Website, which will be notified to you on the Website or by email (as relevant).

2.7Once we confirm your reservation, you can proceed to purchase and collect the goods at the retailer’s store or at the designated Heathrow operated collection desk at the Airport (as applicable).

2.8If your reservation is confirmed, your reserved goods will be delivered to either the retailer’s store or to a designated Heathrow operated collection desk at the Airport (as applicable) for you to make payment and to collect. The collection location and date will be notified to you by email. Your contract with each retailer will be completed following successful payment for the goods at either the retailer’s store or at the Heathrow operated collection desk at the Airport (as applicable).

2.9All products shown on the Website are offered to you to reserve online for purchase in airside locations at the Airport, which are after security control.You must have a valid boarding card for a departing flight or other appropriate legal authority to access the retailer stores or the Heathrow operated collection desks located airside at the Airport, in order to pay for and collect any reserved products.

2.10All sales must be concluded at the relevant retailer’s store at the Airport or at the designated Heathrow operated collection desk at the Airport (as relevant) and at no other location at the Airport.

3.Purchased of reserved goods

3.1All prices of goods listed on the Website and stated on your confirmation email include any VAT payable.

3.2All customs, export and excise duty, VAT and other taxes associated with the sale between you and a retailer will be paid by you.

3.3It is the retailer’s responsibility to determine, collect and remit the applicable VAT, customs, import, export and excise duties and other taxes associated with the sale of the goods.

3.4On occasion, the prices payable in respect of goods advertised on the Website may differ from those prices payable at the same time in a relevant retailer’s stores at the Airport. In the event that in-store prices differ from those on the Website, our customer service team will endeavour to contact you to confirm the price payable for the goods at the point of sale.

3.5Although we endeavour to ensure that all pricing information on the Website 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 reservation. Retailers who list goods on the Website will not be obliged to supply goods at their retail stores or at any designated Heathrow operated collection desk at the Airport (as applicable) at the incorrect price.

3.6In the case of a Reserve & Collect Service which involves payment and collection of the goods at a Heathrow operated collection desk:

3.6.1you may only pay for the goods using credit card and debit card or such other payment methods as may be notified to you by the retailer’s representative at the collection desk, but for the avoidance of doubt payment by cash, vouchers or other payment in kind will not be accepted by the retailer;

3.6.2payment will be taken and settled by a third party payment provider appointed by the relevant retailer which shall comprise either Braintree or Zettle (in each case operated by PayPal (Europe) S.à r.l. et Cie, S.C.A);

3.6.2Braintree or Zettle may ask you to accept their respective terms and conditions of use as a pre-condition of you making payment for the reserved goods using their payment settlement solution, which may require you to create an account with them and to register your credit or debit card details with them. Such terms and conditions of use and requirements are wholly separate to these Terms and we have no liability to you in connection with your use of any such third party payment settlement solutions;

3.6.3when administering your payment for the goods, the retailer’s representative at the collection desk will act as a commercial agent of the retailer(s) and not (for the avoidance of doubt) as an agent for Heathrow;

3.6.4if you are using the Braintree payment settlement solution to make payment for a reserved good, the retailer’s representative at the Heathrow operated collection desk will input the order details onto a tablet and will invite you to review your order. Once you have confirmed the goods you wish to buy you will receive a confirmation email and then you will be invited to place the order and pay using the tablet provided by the retailer’s representative;

3.6.5if you are using the Zettle payment settlement solution to make payment for a reserved good, you may be required to make payment to the retailer using a chip and pin payment method at the Heathrow operated collection desk or pay the retailer via a secure payment weblink provided by Zettle accessible on your smartphone; and

3.6.6you may only take the goods away from the Heathrow operated collection desk once you have made payment in full to the retailer.

3.7If you are a participant in the Heathrow Rewards scheme, you may be able to redeem points when you use the Reserve & Collect Service to reserve and collect goods at a retailer’s store where the retailer confirms to you its participation in the Heathrow Rewards Scheme. You cannot in any circumstances redeem or use Heathrow Rewards points or any vouchers as payment in kind to a retailer with respect to any purchase of a reserved good at a Heathrow operated collection desk.

3.8There are no associated costs of shipping or delivery of any reserved product, as payment for and collection of the reserved product by you is only permitted at the Heathrow operated collection desk at the Airport. No onward shipping or delivery to you will be arranged by us or by the retailer if you fail to attend the Heathrow operated collection desk to pay for and collect the reserved product.

4.Deposits

4.1Some reservation requests using the Reserve & Collect Service may require you to pay a deposit to the retailer. Where applicable, this transaction will be made with the retailer at the retailer’s store in circumstances where you are making the reservation request for collection at a retailer’s store at the Airport.

4.2No deposit will be payable by you to the retailer where the good reserved using the Reserve & Collect Service is to be paid for and collected at a Heathrow operated collection desk at the Airport.

4.2No deposit is payable by you to Heathrow at any time.

5.Cancellation of reservations

You may cancel your reservation made using the Reserve & Collect Service without notice or charge and without giving any reason at any time following confirmation of your reservation through the Website (but prior to you making payment to the retailer whether at the retailer’s store or at the Heathrow operated collection desk at the Airport (as applicable)).

6.Return following purchase of goods

6.1In the event that you wish to return any reserved goods following purchase, you ought to inform Heathrow of your decision via the Heathrow Returns Promise (http://www.heathrow.com/returnspromise)and Heathrow will inform the retailer on your behalf.

6.2If you cancel your purchase and return your goods, the retailer will deal with the returns in accordance with the retailer’s terms and conditions of sale, which shall be provided to you prior to your purchase of the reserved goods.

6.3Without prejudice to your legal rights, Heathrow provides a discretionary returns guarantee known as Heathrow Returns Promise (http://www.heathrow.com/returnspromise), allowing goods purchased at the Airport (subject to specified exceptions) to be returned within 60 days of purchase. All goods purchased on the Website through the Reserve & Collect Service are covered by Heathrow Returns Promise.

6.4If the goods you purchased are faulty you are entitled to claim a repair or replacement of the goods from the retailer. Please note any faulty product(s) should be returned in accordance with the Heathrow Returns Promise (http://www.heathrow.com/returnspromise), whereby Heathrow will forward the faulty product(s) on to the retailer on your behalf.

6.5The discretionary Heathrow Returns Promise ((http://www.heathrow.com/returnspromise) is always in addition to your legal rights.

7.After Sales Service and Additional Guarantees

To the extent relevant, any additional after sales services or retailer specific guarantees will be notified to you by the retailer prior to taking payment from you for the reserved goods.

8.Information Relating to Your Purchase

The retailer is under a legal obligation to provide certain information to you (e.g. price and characteristics of goods, return and cancellation policies) before you are bound by the sales contract. This information will be provided to you by email before you make payment for the goods. By accepting these terms and conditions, you confirm that you are happy to be provided such information by email rather than in paper form.

9.Limitation of Liability

Heathrow provides the Reserve & Collect Service for the benefit of passengers departing from the Airport, but all sales of goods reserved on using the Reserve & Collect Service are made with customers directly by the relevant retailer at either its retail store at the Airport or at Heathrow operated collection desk at the Airport (as applicable) and not by Heathrow. Heathrow accepts no liability in the event that goods are not available or provided:

9.1for reservation by you on this Website or through the Reserve & Collect Service; or

9.2(following reservation on this Website or through the Reserve & Collect Service) for collection by you at the Airport for any reason; or

9.3where a retailer fails or declines to conclude the sale of the goods with you for any reason notwithstanding that your reservation may have been previously confirmed by the Website or through the Reserve & Collect Service.