Returns Promise

Make sure you're eligible to make returns

If there are any issues with your purchase – or you just changed your mind – we are pleased to operate a 60-day returns service. However, you should refer to our Returns Policy for full details of your eligibility to use this service.

How to make a return

If you paid at the airport

If you are eligible and want to return a product reserved through Heathrow's Reserve & Collect website, and the order was paid for at a Heathrow Collection Point or within a shop at the airport, please use the Returns Form to complete your return.
 

If you paid online

If you are eligible and want to return a product purchased through Reserve & Collect and you paid for it online before collecting from the airport, please log in here with your order details to complete your return.

We do not process returns from World Duty Free, Bulgari or Hermès.

To return items purchased from them, please contact World Duty Free directly.

Extra charges apply for customers outside the UK 

Customers returning items from outside the UK must pay all relevant tax and import duty in advance – we cannot accept items with outstanding duty, these will be returned to you automatically.