Due to issues with Covid-19, returns are taking much longer than normal to process. We encourage customers to not make unnecessary trips to the post office. We will endeavour to add additional time for refunding items during the UK Government lockdown, just let us know if you intend to refund during this time.
When UK Government guidelines are lifted, administration staff will be able to return to work and update customers on the status of their refund.
We apologise for any inconvenience this may cause.
Shopping at the airport is more enjoyable and convenient than ever before. You may be familiar with our wide selection of shops, fantastic range of products and outstanding value. But did you know that as part of our commitment to providing world class customer service, we also operate a 60-day returns service on behalf of the Heathrow retailers?
Heathrow Shopper Promise enables you to shop with total confidence knowing that if you change your mind, you can return the product within 60 days and we'll guarantee a full refund (subject to the terms and conditions below). As part of the Heathrow Shopper Promise, Heathrow will also arrange for the product to be returned to the relevant retailer on your behalf if there is a fault.
All goods returned under the Heathrow Shopper Promise must be received within 60 days of purchase, together with the proof of purchase.
Simply complete the returns form below and post it together with your product and proof of purchase.Postage costs are not refundable unless your purchase is faulty; courier charges are not refundable in any circumstances. Please note that postal restrictions apply in connection with certain products being sent from outside the UK.In all cases, you are strongly recommended to insure any products you return for their full value. Heathrow does not accept liability for any products lost or destroyed in the postal system.
Download returns form (833KB PDF)
If you have any queries about Heathrow Shopper Promise, please ask any airport retailer or call +44 (0)178 447 5509 or email firstname.lastname@example.org.
Please use white paper and black ink and include the following information:
The Heathrow Shopper Promise is operated on behalf of retailers by Heathrow and is in addition to your statutory rights under English Law. Any disputes will be resolved under the exclusive jurisdiction of the English Courts. Heathrow's liability in relation to any claim is limited to the purchase price of the product being returned.
Heathrow does not accept responsibility for faulty products. Heathrow will (upon receipt) return these to the retailer on your behalf and will contact you to advise you where the goods have been sent and to give you the contact details of the retailer. You should then contact the retailer direct regarding the faulty products.
Please note that the Heathrow Shopper Promise does not apply to and therefore no refunds, exchanges or otherwise will be available for the following:
Please note further that the Heathrow Shopper Promise does not apply to any cancellation fee or any other charge made if there is a termination or cancellation of a contract between you and the relevant retailer and therefore no payment or otherwise will be made in respect of such cancellation fees or charges.
Heathrow does not accept any responsibility for items posted but not received by Heathrow. In all cases, you are strongly recommended to insure any products which you return for their full value. Heathrow does not accept liability for any products lost or destroyed in the postal system.
If payment for the product was made (in part or in full) by a Heathrow shopping voucher, any refund will be made in the same method. If Heathrow Rewards points were awarded on products purchased and purchases are subsequently refunded, the Heathrow Rewards points earned will be deducted from your account.
If you request a refund under the Heathrow Shopper Promise, Heathrow reserves the right to refuse such a request and/or to require further information in relation to such request in order to establish the validity of the claim.