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Returns Promise

If you've changed your mind about a purchase at Heathrow, don't worry. In most cases, we'll be happy to accept a return.

How it works

  1. 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.

  2. Download a Returns Form & Label

    If you are eligible, please download the Returns Form & Label to complete your return. 

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

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

  4. 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.


Get in touch

Contact our Shopping Services team if you have any questions about our Returns Promise or any other shopping service at the airport.