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Below are some FAQ's on our Click & Collect service. If your question is not listed below, please contact our Customer Service team.

What is ‘Click & 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.

How can I use ‘Click & Collect’?

  1. Visit our webshop and add the products that you'd like to purchase in your shopping cart.
  2. Register your details for checkout. You will only have to register once as a new customer.
  3. Provide flight details, including travel date and destination airport.
  4. Proceed with Payment and receive the confirmation email.
  5. At the airport, you can easily pick up your shopping at your Heinemann Tax & Duty Free Shop.
    (Don't forget your passport and boarding pass on the day of travel!)

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?

Arrivals (SYD): the ‘Pick Up’ counter is located at the front of the store. Please have your order confirmation and passport ready.

 
Departures (SYD): 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/Departures (OOL): the ‘Pick Up’ counter is located at the Cashier counter at the Arrivals Shop. Please have your order confirmation and passport (and boarding pass for departures) ready. 
 

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 or Gold Coast International.

When can I place an order?

You can order from 30 days to 15 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 or Gold Coast International . You also have to be of legal age.

How can I pay for my purchase(s)?

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?

When shopping in-store a 1.5% surcharge will be added to all credit card and pre-paid currency card purchases.

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 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 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 15 hours before your pickup date. Important: If departing , it is your responsibility to ensure your purchases meet the allowances of your destination.

How long before the flight can I cancel my order?

Please contact our Customer Service team to cancel your order at least 6 hours before your flight departure.

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.

My flight date has changed. What do I have to 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.

Can I redeem coupons and vouchers online?

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