If you want to return items bought in a Heinemann Shop on a cruise ship, please contact our customer service by phone or by e-mail.

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.

If you would like to return an item, please select the desired 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 return 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 new 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.

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 return label. If a bottle has broken, please contact our customer service to discuss how to proceed before destroying the item.

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

If you do have an upcoming flight, you can return or exchange your item(s) in a Heinemann shop. To do so, please first check that your next flight is from an airport where we have a shop.

To return or exchange your purchase in a Heinemann Shop, please bring the receipt. The goods must be in their original packaging.

Please also observe the regulations regarding carrying liquids through security. Each item must be 100 ml or less. You can bring liquids such as perfumes and cosmetics up to 100 ml in size through security control in a resealable, clear plastic bag and then return them to our Heinemann shop (for liquids over 100 ml, please contact our customer service).

Our colleagues at the airport will be happy to try to exchange your items. Please note, however, that this depends on product availability in each shop. If an exchange is not possible, we will happily offer you a voucher or refund your purchase.

Not planning any more flights in the near future? No worries. Please contact our customer service to organize how to send your items back smoothly.