The Heinemann Home delivery service
Have your purchases delivered conveniently to your home. What do you need to benefit from this offer? A valid flight ticket within the EU and a delivery address in Germany.
Who can order in the Heinemann 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 EU flight ticket, i.e. departure and destination or intermediate stop airport is within the EU (except the Canary Islands)
- a valid delivery address in Germany
- to be at least 18 years old
How much can I order?
Already 90 days before your departure and on departure day until 23:59 o'clock you can browse and order to your heart’s content. The following upper limits apply:
- Max. 3 units per article from the perfume and cosmetic range*
- Max. 24 bottles per article from the spirits range*
- Max. 60 bottles per article from the wine, sparkling wine or champagne range*
- Max. 99 units per article from the fine food & confectionery range.*
*within 30 days
Do I have to pay duty on the goods I ordered?
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.
Can I order something as a guest?
Sorry, but a guest order isn’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 important means of identification for us - please contact our Customer Service if you wish to make any changes.
How can I place an order?
You can place a mail order in a number of ways – whichever is most convenient for you: very easily in our online shop, via our app or directly at one of our airport shops.
What information do I need for the order?
You need the 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. LH19. 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 mail order service range of products differs from our range of products in the airport shops.
How can I pay an order?
You can pay by credit card or direct debit (only from a German bank account and only for a total value of max. 500 Euro) and only in Euro.
What will change with the PSD2 directive?
The EU Payment Services Directive 2 (PSD2) is into force since 14.9.2019. Online orders are now more secure, but new processes will result.
The two-factor authentication for credit card payments is decisive. This means that in addition to the credit card data, a further alloy (e.g. password or fingerprint) of the customer is also requested after you 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 concrete security measures are 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
- 10 % welcome discount for Heinemann & Me customers
- Campaign coupons for Heinemann & Me customers
Will I be credited with miles for my order?
Yes, for your order you will receive Miles & More award miles if your frequent flyer number is stored in your user account.
Unfortunately, it is currently not possible to pay with miles when ordering online.
How do I receive my invoice?
You receive your invoice by e-mail.
Where can I have the order delivered to?
At present we only deliver to all valid delivery addresses in Germany. Exceptions are packing 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 the delivery take?
It generally takes about three working days from the order to the delivery.
What are the delivery costs?
For orders with a value of more than 75 Euro your order is free of shipping costs.
For orders under 75 Euro we charge a shipping fee of 4.95 Euro.
What happens if I will be travelling in the near future?
This is no problem. You can state the earliest delivery date you would like for your order. This can be up to eight weeks in the future, so that the delivery is made after your return.
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.