Frequently Asked Questions


General Inquiries

What is Heinemann?

Heinemann is a subsidiary of Gebr. Heinemann, a leading global travel retailer, distributor and duty free operator in Europe.
Founded in 1879 acting as a ship chandler, today Gebr. Heinemann provides the international market with professional service solutions – as a retailer, distributor and logistics specialist. At HEINEMANN Tax & Duty Free you feel as though you're amongst friends, wherever you are in the world.


How can I shop HEINEMANN Tax & Duty Free?

To shop HEINEMANN Tax & Duty Free you must be an international traveller:
Departing Sydney – shop in-store, just after exiting Customs. If you are returning to Sydney, you may also use our Shop & Collect service. Also take advantage of our Click & Collect service by shopping online ahead of your flight (max 30 days, min. 24 hours) so your order is ready for you to collect at the airport
Arriving in Sydney – shop in-store, just before reaching customs and baggage collection. Also take advantage of our click & collect service by shopping online ahead of your flight (max 30 days, min. 24 hours) so your order is ready for you to collect at the airport.


What is the difference between ‘Click & Collect’ and ‘Shop & Collect’?

‘Click & collect’ refers to online orders that are packed, ready for your collection upon your departure or arrival. By shopping online you are taking advantage of the Heinemann ‘click & collect’ service, saving you time at the airport to browse, shop and relax ahead of your flight.
‘Shop & collect’ is a service whereby you purchase at duty free in departures and Heinemann will hold your purchase, ready for you to collect when you return to Sydney. It offers the convenience of leaving your shopping with us during your travels. Ask our friendly staff in-store about arranging your ‘shop & collect’ service.


What is Heinemann & Me?

Heinemann & Me is a free rewards program for Heinemann customers, offering exclusive benefits and local services from our partners.
To join Heinemann & Me, download the HEINEMANN app or sign-up in store.


What is your returns policy?

Our Returns Policy can be viewed at http://www.heinemanndutyfree.com.au/sydney_en/returns_policy/.


Where is HEINEMANN Tax & Duty Free located?

HEINEMANN Tax & Duty Free is located within Sydney International Airport. View our locations here: http://www.heinemanndutyfree.com.au/sydney_en/opening_hours/


Can I purchase tax & duty free if I am transiting during my journey?

Yes, however there may be some restrictions depending on your destination. It is strongly advised to check with your airline prior to travelling.
Liquids, Aerosols & Gels (LAG’s) purchased from HEINEMANN Tax & Duty Free can be boarded on flights travelling directly to the destination.
Passengers who purchase LAG’s and are travelling on a transiting flight must have the items secured inside a STEB bag (issued by Heinemann at point of sale, a small charge may apply).
IMPORTANT

LAG’s cannot be purchased by passengers with transits through:

    • Africa
    • Europe
    • Fiji
    • South America
    •Honk Kong to USA (only)
    •Bangkok, Manila & Taiwan with a connecting DOMESTIC flight (only). For example, SYD to HKT via BKG.
    • Hong Kong/Auckland with United Airlines

    To avoid disappointment and inconvenience, it is advisable that passengers ensure their journey does not satisfy above if purchasing LAG’s at duty free.
    Learn more about taking duty free items on-board at http://travelsecure.infrastructure.gov.au/onboard/taking-duty-free-items-onboard.aspx


How can I pay for my purchase(s)?

For online purchases (Click & Collect) we accept card payment by Visa, MasterCard and American Express. When shopping in-store you may pay using cash (AUD, CAD, CNY, EUR, FJP, GBP, HKD, IDR, JPY, MYR, NZD, SGD, THB, USD) or card payment with Visa, MasterCard, American Express, Diners Club, Union Pay, JCB and FX Choice.
All card payments are charged in Australia dollars (AUD).


Is there a credit card surcharge?

Online (Click & Collect) orders are not charged any credit card surcharges. When shopping in-store a 1.5% surcharge will be added to all credit card and pre-paid currency card purchases.


Are all promotional offers and discounts from the airport shops valid for the webshop too?

Occasionally our airport stores may have promotions which are not available online. For technical reasons, we unfortunately cannot honour such promotions.


Can I give away a voucher?

Unfortunately not; vouchers can only be redeemed by the name listed on the voucher.


Can I purchase a voucher?

At present we do not offer vouchers for purchase. However we will soon be introducing Gift Cards that will be available for purchase in store.


I forgot to collect my order, what should I do?

Contact our customer care team via email with your proof of purchase and once we have found your parcel, we will organise a refund for you.


Does HEINEMANN Tax & Duty Free stock Chanel?

Yes - Chanel cosmetics, skincare and fragrances are available for purchase in store only. View our Store Directory (http://www.heinemanndutyfree.com.au/opening_hours/) to see a range of brands also available in store.




Purchasing Online


Who can place an order?

International travellers, over the age of 18 years, with a valid flight ticket where the departure or destination airport is Sydney International.


When can I place an order?

Our online shopping service is exclusively for international passengers. You can order from 30 days to 24 hours before your pickup-time. You can place Heinemann Click & Collect orders if you have a valid flight ticket where the departure or destination airport is Sydney International. You also have to be of legal age.


How and where do I receive an invoice?

An Order Confirmation will be emailed to you once the checkout process is complete. Upon collecting your order at the airport you will receive an invoice in the form of a receipt. This invoice is your proof of purchase.


What happens if I have ordered something by mistake?

It is not possible to edit an order once you finished the checkout. Please contact our Customer Care team to cancel your order and place a new one.


Where do I collect the order I placed online?

Departures: Collect your order from the ‘Pick Up’ counter which is located immediately after passing Security Screening; it is located on the far right if your back is to security. Please have your order confirmation, passport and boarding pass ready.
Arrivals: the ‘Pick Up’ counter is located on the right hand side as you walk into the store. Please have your order confirmation and passport ready.


What do I do if the goods are damaged?

Please check the state of the articles prepared for collection together with our pickup staff to make sure everything is in a good condition.
Should the order prepared for collection include any faulty goods, it will be replaced with the same item right away or you may receive a refund for the item.


How can I change my pickup details if my flight details have changed?

Please contact our Customer Care team as soon as possible and they will assist.


Is there a minimum order quantity?

No, there is no minimum order quantity or minimum value.


How much can I order?

You may order quantities in line with the allowances of your transit or final destination. Exceeding your quota can lead to confiscation and/or fines by the customs authorities. To ensure you don’t exceed your allowances, check the allowances at your transit or destination country - visit the IATA Travel Centre website (http://www.iatatravelcentre.com) to access details about what limits apply internationally. If you are purchasing Liquids, Aerosols & Gels or are transiting via Sydney please refer to allowances.


Can I combine my order with a travel companion to increase my allowance limits?

No, orders cannot be combined. Each traveller must place their own order.


Can I order something as a guest?

You are free to browse as a guest, without registering your details. During checkout you will be asked to log-in (if you already have an account) or to register / create a new account if you are a new customer.


What happens if I have forgotten my password?

Enter your e-mail in the log-in box and click on ‘forgot password’. You will receive an e-mail with a new password which you can use to log-in. Then you can change your password by logging in to your account, select the tab ‘account information’ and click on ‘change password’.


What happens if I want to correct my account information?

Login to your account, select the tab ‘account information’ and make the necessary changes. To correct your date of birth please contact our Customer Care team.


What information do I need to provide to place an order?

You need the flight number and passenger details. The flight number consists of an abbreviation for the airline and several numbers, e.g. QF8414. Due to Customs Regulations, the name of the person travelling must be identical to the customer information provided at checkout.


How often can I place orders?

As long as you have a valid flight ticket, you can place orders as often as you want from 30 days before your flight until 24 hours before your pickup date. Important: If departing from Sydney, it is your responsibility to ensure your purchases meet the allowances of your destination.


How is my flight data checked?

If you place an online order, we send your flight data to the Flightstats database system for validation. When Flightstats confirms your flight, you can continue with the order. This is important to make sure your order will be placed at the correct pickup point, on the correct date and meets the allowance guidelines.


My flight data isn’t recognised, although I have a valid ticket. What can I do?

Please contact our Customer Care team for assistance.


Why can’t I order an article online that I saw in your airport shop?

Sometimes our online selection is not as large as our airport shop. You can add these items when you’re at the airport store to your pre-paid order.


May I place orders for other people?

No. Due to Customs Regulations you may only order for your own requirements and in your own name.


Do I have to pay tax (GST) or duty on the goods ordered?

No, all our sales for international flights are tax and duty free. However, we do strongly advise checking allowances at your destination country prior to purchasing to ensure no charges are incurred on arrival.


Which currencies can I pay in?

All payments are charged in Australian Dollars (AUD).


Can I redeem coupons and vouchers online?

At present it isn’t possible to redeem coupons and vouchers for purchases made online (click & collect). They can only be redeemed in-store.

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