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 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. 

 

Requirements

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 and enjoy all the benefits, including delivery service, 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
You can place an order from 90 days before your flight until the flight day up to 23:59 o’clock.

What happens when I’m flying to a destination outside the EU, but make a stopover within the EU (e.g. feeder flight)?

Even if your destination is outside of the EU, but your starting airport and a following intermediary stop is located within the EU, you have the privilege of ordering in the Heinemann online shop. Just enter the flight number of the flight within the EU during the order process.

How much can I order?

You can browse and order to your heart’s content – as often as you like. However, you may order only household quantities. If you place several orders within 30 days, the limit applies for all the orders together. 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.
 

How often can I place orders?

As long as you have a valid flight ticket, you can place orders as often as you want includingthe day of departure 23:59 o'clock). However, limits on quantities apply (see above).

May I place orders for other people?

Your flight ticket is your entry ticket to the exclusive online shop. Therefore you may only order for your own requirements and in your own name.

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. For orders with a total value of less than 75 Euro we only charge a flat rate delivery fee of 4.95 Euro.

 

Registration

Can I order something as a guest?

Sorry, but a guest order isn’t possible with our mail order service.

Does my place of residence have to be in Germany?

No, your invoice address can be abroad. However, the delivery can only be made to addresses in Germany.

What happens if I have forgotten my password?

You can easily create a new password. When registering, click on ‘forgot password?’. You will receive an e-mail with which you can create a new password.

What happens if I want to change my e-mail address?

Your e-mail address is the most important identification feature for us. Please contact our customer service (service[at]heinemann-shop.com, Tel. 00800-222 44 222, German landline: (+49) 040 80 00 45 40).

 

Order

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 ticket must be identical with your user name.

How do you check my flight dates?

When you order online, we send your flight dates along with your name to see if these match with our booking system. If the system confirms that your flight dates are there, you can continue the order. We do not receive any information about your flight dates, only a confirmation that the dates you provided have been stored in the booking system. If you place an order at one of our airport shops, your boarding pass is all you need.

My flight dates were not recognised, even though I have a valid ticket. What do I do?

Normally, your order process should go smoothly. If for some reason your flight dates are not recognised, you can simply continue with the order and after finishing it, send us your booking confirmation by e-mail. Once we have received and checked it we will release your order.

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. On the one hand, we often offer a larger selection in mail order, for example for wines and cosmetic articles. On the other hand, certain articles, such as tobacco goods and jewellery, are excluded from mail orders.

 

Payment

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 does the delivery cost?

For orders with a total value of less than 75 Euro we charge a flat rate delivery fee of 4.95 Euro. For orders with a total value of over 75 Euro, we ship your order for free.

Are all promotional offers and discounts from the airport shops valid for the Online Shop, too?

For technical reasons, we unfortunately cannot show all promotional offers carried out in our airport shops in the Online Shop too. At present it isn’t possible to redeem coupons and vouchers for mail orders. As a new Heinemann & Me member you will receive a 10 % welcome discount on your first purchase. This discount can be used both in the online shop and in our airport shops.

Can I give away a voucher as a gift?

At present we do not offer any vouchers in our mail order service. We do, however, offer the Heinemann gift card – the perfect gift for anyone who likes to travel and shop. Buy your gift card from one of our numerous Heinemann shops in Germany, Austria, Denmark and Australia or via our customer cervice and in all participating Heinemann shops.

Will I be credited with miles for my order?

Yes, we will credit you with Miles & More or Etihad Guest miles for your order, according to your wishes. You can deposit your frequent flyer number in your customer account and, in case you have miles for both companies, you can choose for which card you want to collect miles. Payment with miles for an online order is unfortunately not possible at present, however it is possible at airports at one of our many Heinemann shops.

How do I receive my invoice?

You receive the invoice by e-mail.

 

Delivery

Where can I have the order delivered to?

At present we only deliver to all valid delivery addresses in Germany. Sorry, but we cannot deliver to islands or halligs accessible only by sea (e.g. Heligoland, Foehr or Hiddensee) as well as the Buesingen enclave.

Do you also deliver to packing stations or post office boxes?

Sorry, but we don’t deliver to packing stations or post office boxes.

How long does the delivery take?

It generally takes about three working days from the order to the delivery.

What happens if I will be travelling in the near future?

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.

Is there an express service?

Sorry, but at present we do not offer an express service.

Can I have the goods packaged as a gift?

 Sorry, but at present we do not offer a gift packaging service.

Who delivers the package?

Our shipments are delivered by DHL.

Where is my order?

You can see the status of your shipment in your customer account under ‘Orders’. If an order there has the status ‘Sent’, click on ‘View order’ and then on ‘Shipment tracking’. The DHL shipment tracking will then open, from which you can see further details.

Why did I receive a different vintage of wine to the one that I ordered?

In rare cases, a particular vintage may be temporarily out of stock. In such cases, we will automatically provide you with the following year's vintage.

 

Returns

Can I cancel or edit my order?

You can cancel your order in your customer account up until the moment it is prepared for dispatch. To do so, click on "Orders", then on the order and on "Cancel order". If you can no longer cancel your order, you can send the package back or tell your DHL deliverer that you refuse to accept delivery. You cannot edit your order once it is placed.

How can I return an item?

If you would like to return an item, please select the required order under "Orders" in your customer account and mark the "Returns" option in the order details. Once you have clicked on "Returns", a completed DHL returns label will open. Please print this out and attach it to your package. If your return consists of several packages, you may print out several labels. You can now take the package(s) to your DHL branch. Returning items is free-of-charge for you.

Please ensure that the goods being returned are packaged appropriately. Items can be returned at no extra cost to you if you send them back to us in perfect condition and within two weeks of receipt, provided the goods were not already damaged or spoiled upon delivery to you. We are sorry to say that we cannot reimburse our flat shipping rate.

What should I do if the delivery is damaged upon arrival?

If the package is visibly damaged upon delivery, you should refuse to accept it. If the damage is visible only after you have accepted the delivery, send the damaged goods back as described above and select "Cost-free replacement" when creating the returns label. If a bottle has broken, please contact our customer service to discuss how to proceed before destroying the item.

I have returned an item. How can I see the status of my returns?

Unfortunately you cannot check the status of your returns in your customer account. Please consult the shipping tracking provided by your deliverer instead. We will confirm receipt of your returns by email.