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Below are some General FAQ's. If your question is not listed below, please contact our Customer Service team.

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 at Heinemann Tax & Duty Free you must be an international traveller: 


You can shop in-store at Sydney or Gold Coast airport. Also take advantage of our convenient services - Click & Collect and Shop & Collect.

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?

Where is Heinemann Tax & Duty Free located?

Heinemann Tax & Duty Free is located within Sydney International and Gold Coast International Airport. 

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
  • Hong Kong to USA (only)
  • Bangkok, Manila & Taiwan with a connecting DOMESTIC flight (only). For example, SYD to HKT via BKK.
  • 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:

https://www.homeaffairs.gov.au/about-us/what-we-do/travelsecure/carry-on-baggage/travelling-with-powders-liquids-aerosols-and-gels

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

 

Does HeinemannTax & Duty Free stock Chanel?

Yes - Chanel cosmetics, skincare and fragrances are available for purchase in-store only. View our Fashion & Accessories page to see a range of brands also available in-store.