Heinemann Home delivery service FAQ
Have your purchases delivered conveniently to your home with Heinemann Duty Free. What do you need in order to benefit from this offer? A valid flight ticket and a delivery address in Germany.
Requirements
Who can order in the Heinemann Duty Free Online Shop?
Shopping at heinemann-shop.com is something special. Unlike many other conventional online shops, heinemann-shop.com is a online shop exclusively for airline passengers. To purchase items you will need:
- a valid flight ticket
- a valid delivery address in Germany (in case that an article contains
- to be at least 18 years old
If an item contains components that are subject to the Species Protection Act, a billing address within the EU is required. For more information, please visit https://cites.org/eng.
How much can I order?
From 180 days before your departure until your departure day at 11:59 PM you can browse and order to your heart’s content. The following order limits apply:
- Max. 3 units per article from the perfume and cosmetic product range*
- Max. 24 bottles per article from the spirits product range*
- Max. 24 bottles per article from the wine, sparkling wine or champagne product range*
- Max. 99 units per article from the fine food & confectionery product range.*
*within 30 days. Please note that the maximum order quantities may vary in individual cases.
Do I have to pay duty on the goods I order?
No, you simply buy the goods and we take care of the rest. We have already paid duty and tax on all the goods.
Is there a minimum order quantity?
No, there is no minimum order quantity or minimum value.
Registration
Can I order something as a guest?
Sorry, but guest orders aren’t possible with our home delivery service.
What happens if I want to change my e-mail address?
Your e-mail address is the most way we use to identify you - please contact our customer service team if you wish to make any changes.
Ordering
How can I place an order?
You can place an order in a number of ways – whichever is most convenient for you: in our online shop, using our app or directly at one of our airport shops.
What information do I need for the order?
You need your flight number and the departure date of your flight. You can find both on your booking confirmation. The flight number consists of an abbreviation for the airline and several numbers, e.g. LH2070. The name on the flight ticket must be the same as the name under which you registered in your user account.
Why can’t I order an article online that I saw in your airport shop?
Our range of products available for mail order differs from our range of products in the airport shops.
Payment
How can I pay for an order?
Subject to the technical availability of the services, you can pay by credit card, invoice (Klarna), Apple Pay or PayPal and only in Euros.
What is the PSD2 directive?
The EU Payment Services Directive 2 (PSD2) has been in force since September, 14th 2019. Online orders are now more secure, but additional processes are required.
Two-factor authentication is required for credit card payments. This means that in addition to the credit card data, customers will also be asked to provide further verification, such as their password or fingerprint after they have clicked the order confirmation button.
This authentication can also be displayed in a different layout than the Heinemann website. Please also ask your bank which specific security measures they have implemented within the framework of the PSD2 directive.
Which promotions and coupons can I use online?
The following coupons can be redeemed online:
- 10 Euro birthday coupon for Heinemann & Me customers
- Campaign coupons for Heinemann & Me customers
- 10 % newsletter coupon
How will I receive my invoice?
You will receive your invoice by e-mail.
Delivery
Where can I have the order delivered?
Currently, we only deliver to all valid delivery addresses in Germany. Exceptions are parcel stations and post boxes or islands and Halligen (e.g. Helgoland, Föhr or Hiddensee) that can only be reached by sea, as well as the enclave of Büsingen.
How long does delivery take?
It generally takes about 2-3 working days from the time the order is placed.
We don't ship on weekends or on public holidays.
What does "climate-neutral shipping" mean?
We ship your order using a "future friendly" method with DHL GoGreen. This means that CO2 emissions resulting from shipping are offset by investments in worldwide climate protection projects by DHL. The CO2 emissions are calculated using a certified process. GoGreen Carbon Management has been verified by the independent certification company Société Générale de Surveillance (SGS) in accordance with ISO procedure 16064 and is subject to an annual audit.
What are the delivery costs?
Orders with a value of more than 75 Euros receive free shipping.
For orders under 75 Euros we charge a shipping fee of 4.95 Euros.
Where is my order?
You can find out the exact status of your order by using the tracking number that appears in your confirmation email.
Why did I receive my ordered items without the outer packaging / gift box?
Shipping bottles in particular is subject to strict regulations by our shipping service provider DHL, to ensure that the items are not damaged during transport. In individual cases, therefore we may not ship using outer packaging made of cardboard, plastic or wood (although this is indicated in the article description), as they do not fit into the standardized protective shipping cartons. We ask for your understanding in this matter.