Heathrow Shopper Promise

Due to issues with Covid-19, we are currently unable to offer a returns service. If you would like to return an item purchased at Heathrow, please contact the retailer directly.

We apologise for any inconvenience this may cause.

Customers that have outstanding items in the Shopper Promise Returns service will receive regular communications from our team.

Please check this page for updates

Advice for Travellers

Our promise to you

Shopping at the airport is even more enjoyable and convenient than ever before. You may be familiar with the wide selection of shops, fantastic range of products and outstanding value at Heathrow. But did you know that as part of our commitment to providing world class customer service, we also operate a 60 day returns service on behalf of the Heathrow retailers?

Heathrow Shopper Promise enables you to shop with total confidence knowing that if you change your mind, you can return the product within 60 days and we'll guarantee a full refund (subject to the return policy). As part of the Heathrow Shopper Promise, Heathrow will also arrange for the product to be returned to the relevant retailer on your behalf if there is a fault.

Contact us

We are more than happy to help with any queries about shopping at Heathrow.