Shopping services terms and conditions

IN-AIRPORT COR REQUEST

OFF-AIRPORT COR REQUEST

When can I request to use the Collect on Return Service?

Once you have:

(i) paid for your In-Airport Retailer Store Purchase but prior to departing from the In-Airport Retailer Store with your product(s);

(ii) paid for your product(s) ordered via Reserve & Collect Pay on Collection from the In-Airport Retailer Store but prior to departing from the In-Airport Retailer Store with your product(s); and/or

(iii) arrived at the Designated Collection Location at Heathrow Airport where your product(s) purchased via Reserve & Collect Pay in Advance is/are available for collection but prior to departing from the Designated Collection Location with your product(s).

You cannot request to use the Collect on Return Service if you have (i) not yet paid for your product(s), and/or (ii) left the location at which you have paid for and/or collected your product(s).

If you:

(i) are unable to collect your order made via Reserve & Collect Pay in Advance at the Designated Collection Location at Heathrow Airport on your outbound journey; and

(ii) you confirm to the Shopping Services team via phone or email that you wish to collect your order on your return journey through Heathrow Airport.

How can I request to use the Collect on Return Service?

You must check and complete the request form provided by the sales assistant for the Collect on Return Service (“COR Request Form”) either:

(iii) in the In-Airport Retailer Store where you have made your In-Airport Retailer Store Purchase;

(iv) at the In-Airport Retailer Store where you have purchased your product(s) via Reserve & Collect Pay on Collection;

(v) at the Designated Collection Location where you have arrived to collect your product(s) purchased via Reserve & Collect Pay in Advance.

The COR Request Form may be digital or in paper form depending on which Retailer you make a purchase from.

If you complete the COR Request Form in a paper form, then the Heathrow representative will provide a copy of the completed form for your records.

Please note that if you make a purchase from World Duty Free, then the COR Request Form will be in a paper form.

You must check and complete the digital COR Request Form which we send to you via email in relation to your order made via Reserve & Collect Pay in Advance that you have informed us that you want to collect on your return journey through Heathrow Airport.

What details will I need to provide in the COR Request Form?

You will be required to provide the following information when you complete your COR Request Form:

(i) Name (as shown on your photographic proof of identity (i.e. valid passport or driving licence));

(ii) Flight number of your return flight;

(iii) Date of your return flight;

(iv) Time of your return flight;

(v) Details of the terminal at Heathrow Airport that you will arrive at;

(vi) Your signature for any COR Request Form in a paper form; and

(vii) Your receipt for any In-Airport Retailer Store Purchase.

You will be required to provide the following information when you complete your COR Request Form:

(i) Name (as shown on your photographic proof of identity (i.e. valid passport or driving licence));

(ii) Flight number of your return flight;

(iii) Date of your return flight;

(iv) Time of your return flight; and

(v) Details of the terminal at Heathrow Airport that you will arrive at.

You must ensure that all information provided when completing your COR Request Form is accurate and up to date. Heathrow will not be liable for any issue, variance or error due to the provision of incorrect information.

Is there a charge for using the Collect on Return Service?

No, the Collect on Return Service is made available free of charge.

Where is my order/product(s) stored prior to collection?

Your order will be stored in a secure storage room in the arrivals area at Heathrow Airport. 

Where do I collect my order / product(s) from?

Collection locations for the Collect on Return Service are situated in the arrivals area of each terminal at Heathrow Airport (“COR Collection Location”). The COR Collection Locations are operated by our contractor, ‘the Excess Baggage Company’, and details of the relevant locations and opening hours can be found [here - Excess Baggage Company | Heathrow].

If you have completed a digital COR Request Form, then the relevant COR Collection Location will be specified in your Collect on Return confirmation email and will be situated in the arrivals area of the terminal that you have indicated that you will be travelling through on your return journey through Heathrow Airport.

If you have completed a COR Request Form in a paper form, then you must check the relevant location of the COR Collection Location for the terminal that you have indicated that you will be travelling through on your return journey through Heathrow Airport on the website here – [Excess Baggage Company | Heathrow].

The relevant COR Collection Location will be specified in your Collect on Return confirmation email and will be situated in the arrivals area of the terminal that you have indicated that you will be travelling through on your return journey through Heathrow Airport.

What information do I need to provide when I collect my order?

At the COR Collection Location, you must provide:

(i) photographic proof of identity (i.e. valid passport or driving licence);

(ii) proof of age (i.e. valid passport or driving licence) when collecting age restricted products (e.g. alcohol); and

(iii) your Collect on Return confirmation email or a copy of your completed COR Request Form in a paper form (as relevant).

At the COR Collection Location, you must provide:

(i)photographic proof of identity (i.e. valid passport or driving licence);

(ii) proof of age (i.e. valid passport or driving licence) when collecting age restricted products (e.g. alcohol); and

(iii) your Collect on Return confirmation email.

Who can collect the order / product(s) from the COR Collection Location(s)?

Only the named passenger who has completed the COR Request Form (and signed a COR Request Form where it is in paper form) is able to collect the order / product(s). We will not provide the order / product(s) to a relative, third party or any other individual who is travelling with the named passenger.

Will I receive any proof of collection?

If you have completed a digital COR Request Form, then you will receive an email confirmation from us once you have collected your product(s) from the COR Collection Location.

If you have completed a COR Request Form in a paper form, then you will not receive any written proof of collection from us, but you will be asked by a Heathrow representative to sign the original COR Request Form paper form upon collection at the COR Collection Location.

You will receive an email confirmation once you have collected your product(s) at the COR Collection Location.

What happens if I extend my trip, or my travel plans change and I am no longer travelling through Heathrow as originally anticipated?

You must contact our customer support team at 0800 6785324 or shopping.services@heathrow.com if any changes to your collection arrangements are required. We will try to accommodate changes where possible.

We will contact you by email if there are any issues with your collection arrangements.

How long will you hold my order / product(s) for?

We will hold your purchase(s) for up to 6 months after the date of your return flight (or if they are perishable, once they pass their sell-by-date). After this period, your product(s) will be disposed of or given to charity.

We will hold your order for up to 48 hours after the date of your return flight (or if they are perishable, once they pass their sell-by-date) if you have made a purchase via Reserve & Collect Pay in Advance but have not collected your order on your outbound journey. After this period, if we do not hear from you, then your order will be cancelled and returned to the Retailer, and the Retailer will issue you with a refund.

[Perishable goods are non-refundable.]

3.3               What happens if I discover that my order / product(s) is damaged following collection?

It is your responsibility to ensure that you are satisfied with your purchased product(s) before using the Collect on Return Service.

If after using the Collect on Return Service, you discover that the product(s) is not to your satisfaction, then you must:

(i) (if you are at the COR Collection Location) inform the Heathrow representative whilst at the COR Collection Location; 

(ii)  take your purchased product(s) away with you;

(iii) return the product(s) to Heathrow in accordance with the terms of the Heathrow Returns Promise [Returns Policy | Heathrow]; and

(iv) (in the case of damage) specify in your Heathrow Returns Promise form which item(s) you believe were damaged and when and provide relevant evidence in support of your claim.

If, based on the evidence provided, Heathrow is satisfied that the product(s) was / were damaged whilst being stored at Heathrow as part of the Collect on Return Service, then Heathrow will liaise with you to provide you with a direct replacement of the relevant product(s) or if the product is no longer available, the direct replacement cost.

Your statutory rights are unaffected.

When you arrive at the COR Collection Location to collect your order made via Reserve & Collect Pay in Advance, it is your responsibility to check that you are satisfied with your purchased product(s).

If upon checking your order at the COR Collection Location, your order is not correct and/or not to your satisfaction, then you must inform the Heathrow representative at the COR Collection Location. Your order will be cancelled and returned to the Retailer, and the Retailer will issue you with a refund. You must not take the product(s) away with you.

Your statutory rights are unaffected.

3.4                

What happens if I want to return my order / product(s) upon collection?

You cannot return your product(s) upon collection at the COR Collection Location. Please see the Heathrow Returns Promise for information about how you can return your product(s): [Returns Policy | Heathrow.]

What happens if I want to return my order / product(s) once I get home?