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Shopping couldn't be easier at Heinemann

Our aim is that your shopping experience at Heinemann should be as relaxed as possible from the first moment to the last. That's why we offer a pre-order service, which allows you to pre-order online and simply pick up your purchases at the Heinemann shop at the airport on the day of travel. Alternatively, you can enjoy the convenience of having everything delivered to your home with the Heinemann delivery service.

Who can order exclusively in the Heinemann Online Shop?

Shopping at Heinemann is something special. Unlike many other conventional online stores, the Heinemann Online Shop is exclusively for air travellers. To shop here and enjoy all the benefits, you need:

  • a valid flight ticket

  • to be at least 18 years old

  • a valid delivery address in Germany (if you use the Heinemann delivery service)

Select your preferred mode of delivery.

Heinemann Pre-order Service
Heinemann Pre-order Service

Pre-order Service

The perfect solution if you don't have much time at the airport. This is because the pre-order service allows you to comfortably browse the online shop before your trip, pre-order online all purchases up to 12 hours before your flight and pick them up at the Heinemann shop at the airport.

The purchases are always ready in good time for departure in the shop and can be picked up as you pass by - without searching around.

It's that simple:

  1. Visit heinemann-shop.com and place the items you want in the shopping basket

  2. Register or subscribe

  3. Enter the date and flight number on your ticket and submit your pre-order

  4. Receive a confirmation email with information about the pick-up location for your pre-order

  5. On the day of your flight: Pick up the goods conveniently in your Heinemann shop and pay

You can use our pre-order service at the following locations:

  • Berlin Schoenefeld, Berlin Tegel, Dortmund, Frankfurt, Frankfurt-Hahn, Hamburg, Hanover, Cologne, Leipzig

  • Graz, Linz, Salzburg, Vienna

  • Budapest

You can find more information about the pre-order service and home delivery service in our FAQs.

What are the conditions for using the pre-order service?

You require a valid ticket with flight number and departure date and must be at least 18 years of age.

At which locations can I use the pre-order service?

Our pre-order service is available to use for these locations:

  • Berlin-Schönefeld, Berlin-Tegel, Dortmund, Frankfurt, Frankfurt-Hahn, Hamburg, Hannover, Köln, Leipzig

  • Graz, Linz, Salzburg, Wien

  • Budapest

How many items can I place on reserve? Are there any restrictions or quantity restrictions for certain articles?

  • A maximum of 3 items of the same product from the perfumes and cosmetics products range

  • A maximum of 24 bottles* of the same product from the range of liquor beverages

  • A maximum of 60 bottles* of the same product from the range of wine, sparkling wine or champagne beverage

  • A maximum of 99 items of the same product from the range of fine foods and sweets.

  • * Depending on your destination, additional rules for maximum import quantities may apply.

Can I collect my pre-order also after arriving?

For technical reasons, it is currently only possible to collect your pre-orders before departure.

I have not received a reservation confirmation. What now?

Naturally, we'd like it all to run smoothly. If you haven't received an order confirmation, our customer service is available to help you further.

When do I pay for the reserved items?

Simply pay for your pre-ordered items when you pick them up at the Heinemann shop at the airport.

Where do I collect the reserved items?

After you have placed your order, you'll receive a reservation confirmation that includes a map, showing you exactly where you can pick up your ordered items.

What means of payment are available to me?

When collecting your ordered items, you can pay in the shop either with your EC or credit card or in cash and in almost any currency.

How long before the flight can I cancel my reservation?

You may cancel your reservation at any time in your account under 'Orders'.

Can I also cancel all or part of my reservation when I'm already in the shop?

Yes, you may cancel any reserved item when in you're in the shop. Of course, it's also possible to still buy products in the shop at the airport that weren't reserved beforehand.

My flight date or gate has changed. What do I have to do?

Please contact our customer service to have your pick-up date changed accordingly, or to find a new pick-up location in case of a gate change.

Heinemann delivery service
Heinemann delivery service

Heinemann home delivery service

When shopping, do you sometimes find more than you can carry? No problem, because with the Heinemann delivery service all the products you want will be delivered to your home.

Up to 3 months before your EU flight you can take your time to click through the large online selection and benefit from all offers including special sizes and special offers. Particularly practical: Your purchases will generally reach your home within three working days and delivery is free on purchases of 75 € or more. This requires a valid delivery address in Germany.

It's that simple:

  1. Place the items you want in the shopping basket

  2. Register or subscribe

  3. Enter date and flight number on your EU flight ticket and submit your order

  4. Have your purchases delivered to your home

You can use the Heinemann delivery service with the following order channels:

  • Online via heinemann-shop.com

  • On the move with the  Heinemann app

  • By   order hotline

  • At the airport in one of our Heinemann shops

You can find more information about the pre-order and home delivery service in our FAQs.

Who can order in the Heinemann Online Shop?

Heinemann-shop.com is an 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 90 days before your flight and on the flight day up until 23:59 o’clock.

How much can I order?

Beginning 90 days before your flight 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.

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.

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 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).

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 (link) 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.

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.

How can I pay for 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 members

  • 10 % welcome discount for Heinemann & Me customers

  • Campaign coupons for Heinemann & Me customers

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.

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, Föhr or Hiddensee) as well as the Büsingen enclave.

How long does the delivery take?

It generally takes 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?

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 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.