Updated April 2022
General
1. Use of our retail service known as the “Terminal Shopping Transfer Service”, including any appointments, reservation and selection of goods, is subject to availability, and Heathrow reserves the right to amend or withdraw this retail service at any time.
2. The Terminal Shopping Transfer Service is located in airside locations at the Airport, which is after security control. You must have a valid boarding card for a departing flight or other appropriate legal authority to use the retail service in the airside location.
3. The provision of the Terminal Shopping Transfer Service is conducted in line with any mandated UK Government Covid regulations and guidance in force from time to time. This may mean you are required to use face coverings and/or the number of people who may use either retail service may be restricted.
4.Any request you make for specialist language assistance with respect to the Terminal Shopping Transfer Service is subject to availability.
5. To use the Terminal Shopping Transfer Service, you must make an enquiry via the Website at least 48 hours before your flight departure time. Any enquiry made via the Website after this period may mean that the Terminal Shopping Transfer Service is unavailable. You must allow at least three hours before your flight departure time for the Terminal Shopping Transfer Service. If you arrive for your appointment any later than this, Heathrow reserves the right to cancel your appointment and use of the Terminal Shopping Transfer Service.
6. There may be circumstances in which Heathrow is unable to provide the Terminal Shopping Transfer Service notwithstanding prior confirmation of your booking. Heathrow will endeavour to give you reasonable prior notice in the event of any cancellation or withdrawal of the Terminal Shopping Transfer Service, but that may not always be possible. Any such cancellation or withdrawal of the Terminal Shopping Transfer Service shall be without any liability to Heathrow.
7. The Terminal Shopping Transfer Service involves shopping at a terminal at the Airport that is not the same terminal from where your flight is departing from You must be escorted at all times by a member of our shopping services team (the “Representative”).
8. Heathrow will accept no liability whatsoever for any flight missed as a consequence of your use of the Terminal Shopping Transfer Service.
9. There is a £250 minimum spending requirement for you to use the Terminal Shopping Transfer Service.
Purchasing Goods
10. Please note that when you purchase goods selected using the Terminal Shopping Transfer Service, the contract of sale is between the relevant retailer and you. Heathrow is not the retailer or seller of the goods. When you purchase goods from more than one retailer you will have a separate sale of goods contract with each retailer.
11. The goods offered by third party retailers to purchase through the Terminal Shopper Transfer Service may be limited and is subject to availability.
12.All customs, export and excise duty, VAT and other taxes associated with the sale of goods between you and a retailer will be paid by you.
13. It is the relevant retailer’s responsibility to determine, collect and remit the applicable VAT, customs, import, export and excise duties and other taxes associated with the sale of the goods.
14. Purchases made pursuant to the Terminal Shopping Transfer Service may be made direct with the retailer either at the relevant retailer’s store or at some other remote location in an in-terminal location at the Airport and the following terms will apply to such purchases:
14.1. you may only pay for the goods using credit card and debit card or such other payment methods as may be notified to you by the relevant retailer or the Representative;
14.2 if concluding the sale at a retailer’s store at the Airport payment will be taken directly by the retailer at the retailer’s store at the Airport or otherwise, if the retailer does not operate a retail store at the Airport or if the retailer so designates, payment will be taken at some other airside location at the Airport and settled by a third party payment provider appointed by the relevant retailer which shall comprise either Braintree or Zettle (in each case operated by PayPal (Europe) S.à r.l. et Cie, S.C.A); if payment is taken at some other airside location at the Airport and settled by a third party payment provider appointed by the relevant retailer then:
a. Braintree or Zettle may ask you to accept their respective terms and conditions of use as a pre-condition of you making payment using their payment settlement solution, which may require you to create an account with them and to register your credit or debit card details with them. Such terms and conditions of use and requirements are wholly separate to these Terms and we have no liability to you in connection with your use of any such third party payment settlement solutions;
b. when administering your payment for the goods, the Representative will act as a commercial agent of the retailer(s) and not (for the avoidance of doubt) as an agent for Heathrow;
c. if you are using the Braintree payment settlement solution to make payment for a reserved good, the Representative will input the order details onto a tablet and will invite you to review your order. Once you have confirmed the goods you wish to buy you will receive a confirmation email and then you will be invited to place the order and pay using the tablet provided by the Representative;
d. if you are using the Zettle payment settlement solution to make payment for a reserved good, you may be required to make payment to the retailer using a chip and pin payment method provided by the Representative or pay the retailer via a secure payment weblink provided by Zettle accessible on your smartphone.
Information relating to your purchase
15. To the extent relevant, any additional after sales services or retailer specific guarantees will be notified to you by the retailer prior to taking payment from you for the goods.
16. The relevant retailer may be under a legal obligation to provide certain information to you (e.g. price and characteristics of goods, return and cancellation policies) before you are bound by the sale of goods contract. If applicable, this information will be provided to you by the retailer before you make payment for the goods.
17. Heathrow provides the Terminal Shopping Transfer Service for the benefit of passengers departing from the Airport, but all sales of goods are made with customers directly by the relevant retailer and not by Heathrow. Heathrow accepts no liability whatsoever for any goods purchased selected using the Terminal Shopping Transfer Service.
Returns following purchase of goods
18. In the event that you wish to return any goods selected using the Terminal Shopping Transfer Service following purchase, you ought to inform Heathrow of your decision via Heathrow Returns Promise (http://www.heathrow.com/returnspromise) and Heathrow will inform the retailer on your behalf.
19. If you cancel your purchase and return your goods, the retailer will deal with the returns in accordance with the retailer’s terms and conditions of sale.
20. Without prejudice to your legal rights, Heathrow provides a discretionary returns guarantee known as Heathrow Returns Promise (http://www.heathrow.com/returnspromise), allowing goods purchased at the Airport (subject to specified exceptions) to be returned within 60 days of purchase. All goods purchased using the Terminal Shopping Transfer Service are covered by Heathrow Returns Promise.
21. If the goods you purchased are faulty then you are entitled to claim a repair or replacement from the retailer. Please note any faulty goods should be returned in accordance with the Heathrow Returns Promise (http://www.heathrow.com/returnspromise), whereby Heathrow will forward the faulty product(s) on to the retailer on your behalf.
22. The discretionary Heathrow Returns Promise (http://www.heathrow.com/returnspromise) is always in addition to your legal rights.
