Heathrow Reserve & Collect Pay Terms & Conditions
Terms and Conditions of Sale for products offered for sale through the Heathrow Reserve & Collect website
The below further terms and conditions apply when a customer places an order through the Heathrow Reserve & Collect Website.
A. Terms of sale
A.1 The various collection points are located in the Airport after aviation security, which means that you must have a valid boarding card for a departing flight (or have other appropriate authority to access the airside collection points at the Airport) to be able to collect your order.
A.2 Your contract for the sale of the goods which you have purchased from the Reserve & Collect Website is with us and not with Heathrow. Heathrow is therefore not responsible for performance under our sale of goods contract.
A.3 When you place an order for goods from more than one retailer on the Reserve & Collect Website, you will have a separate contract with each such retailer.
A.4 Your use of the Heathrow Reserve & Collect Website is subject to the Heathrow Reserve & Collect Website's terms of use issued by Heathrow from time to time, which are separate to these terms of sale. If there is any conflict between the terms of use for the Heathrow Reserve & Collect Website and these terms and conditions of sale, the terms of use for the Heathrow Reserve & Collect Website shall prevail and apply.
A.5 Although you may receive an order acknowledgement email from Heathrow (on our behalf) further to making an order, this will not mean that your order has been accepted. You will receive a separate email which will clearly state when your order has been accepted by us (and any other retailers when you place an order for goods from more than one retailer on the Heathrow Reserve & Collect Website).
A.6 The contract for sale of goods between you and us will come into existence when Heathrow (on our behalf) sends you an email confirming that we have accepted your order (in full or in part), at which point payment will be taken from you.
A.7 You may receive an order cancellation email from Heathrow (on our behalf) if you place an order for goods from us and more than one other retailer on the Reserve & Collect Website, and all of the retailers which are relevant to the order (including us) are unable to fulfil your order (due to product availability or otherwise).
A.8 When your order is placed, we will place a pre-authorisation on your payment card which puts funds on hold for the total value of your order. We will not take payment from you until we have confirmed that your order can be fulfilled. If your order is cancelled or cancelled in part, we will release the hold on your payment card for the applicable amount.
A.9 Specific terms apply to each product, including warranties and conditions of use and such terms are available here: https://www.poshtottydesigns.com/policies/terms-of-service
B. Merchandise descriptions
B.1 Please note that the price of any product listed on the Heathrow Reserve & Collect Website may be different to the price of the same product that is offered for sale in our retail outlets or offerings outside of the Airport including in other airports.
B.2 If applicable, where any products listed on the Heathrow Reserve & Collect Website are labelled as having a 'Heathrow Price', this means that the products are available to buy at a price negotiated between us and Heathrow on the Reserve & Collect Website.
B.3 If any of our products listed on the Heathrow Reserve & Collect Website are labelled as 'Travel Exclusive Product', this means that those products are exclusively available for sale at airports or other transport locations domestically and/or internationally online[1].
If any of our products listed on the Heathrow Reserve & Collect Website are labelled as 'Heathrow Exclusive Product', this means that those products are exclusively available for sale on the Reserve & Collect Website.
B.4 If any of our products listed on the Heathrow Reserve & Collect Website are identified as being part of a promotional offer, this means that those products are (i) subject to the terms of a promotional offer, which are made available at https://www.poshtottydesigns.com/ and (ii) available to buy on the Heathrow Reserve & Collect Website at a further discount to the the price made available by us to Heathrow for our products listed on the Reserve & Collect Website.
C. Payment, Delivery, Performance and Timing
C.1 Where you make a purchase on the Heathrow Reserve & Collect Website and the purchase is accepted (this will be confirmed by an email sent by Heathrow on our behalf), you will be asked to collect your purchased item(s) from the collection point located in your departure terminal. You will be able to choose from a range of collection locations depending on what item(s) you order. The location of the collection point will be confirmed by Heathrow and specified in the confirmation email (sent to you by Heathrow on our behalf) once your order has been accepted.
The Heathrow operated collection point will be open during the Airport's operational hours on your departure date. The Airport's operational hours mean the period commencing an hour before the first scheduled departing flight and ending an hour prior to the last scheduled departing flight in the relevant terminal building of the relevant collection point).
C.2 If you fail to collect your order, we will not forward or deliver your items to you. Your order will be held by Heathrow for up to 48 hours from your collection time. Heathrow may offer where practicable for you to cancel your order or collect your order either (i) at a different time from the same or another collection point, or (ii) through the 'Collect on Return' service from a 'Collection on Return' desk. You can contact the Heathrow Reserve and Collect Website services team if you are unable to collect your purchase on shopping.services@heathrow.com.
If you do not collect your order on your departure date and you do not inform Heathrow that you want to make alternative arrangements to collect your order (as specified above), your order will be cancelled and you will be refunded for any payments you have made.
C.3 We may decline any orders (or part of an order) as relevant, if we no longer have a right to sell the items in your order on the Heathrow Reserve & Collect Website (for any reason).
C.4 Whilst you pay us for goods, the Heathrow Reserve & Collect Website is managed by Heathrow and as such your bank account statement in relation to your payment for the goods will refer to ‘Heathrow.com’.
D. Cancellation, returns and the Heathrow Promise
D.1 If you require the assistance of the Heathrow customer services team in relation to the Heathrow Reserve & Collect Website, you can contact them on shopping.services@heathrow.com or by writing to them at Heathrow Airport Limited, The Compass Centre, Hounslow, Middlesex TW6 2GW.
D.2 You have legal rights if we supply faulty and/or non-compliant products. If you want to return any faulty and/or non-compliant items, you must inform Heathrow of your decision via the Heathrow Returns Promise (http://www.heathrow.com/returnspromise) and Heathrow will inform us on your behalf.
D.3 We provide an enhanced returns policy, which is facilitated by Heathrow applying the Heathrow Returns Promise (http://www.heathrow.com/returnspromise). Please see Appendix 1 for full details.
D.4 Once you have requested a return, Heathrow will (on our behalf) email you with instructions explaining how to return the applicable goods to Heathrow. You must return any unwanted items to Heathrow, to the address specified on the Heathrow returns label, within 14 days of you requesting your return. Heathrow will then process your return and (subject to our instruction) you will be provided with a refund. Please do not return any unwanted items to our shop(s) as we will not be able to process the return.
D.5 You must contact us directly at Posh Totty Designs Ltd, 33 New Road, Brighton, BN1 1UG, United Kingdom. hello@poshtottydesigns.com, 01273 202044 in relation to any queries you have concerning exchanges, substitution, repairs or replacements, or after sales services. Heathrow will not deal with such requests on our behalf nor shall Heathrow be liable to you for the same.
D.6 The right of cancellation does not apply to:-
a. items that are made to your specifications or clearly personalised;
b. items which are liable to deteriorate or expire rapidly;
c. the supply of alcoholic beverages whose actual value is dependent on the fluctuations in the market which cannot be controlled by us;
d. products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery (such as jewellery, underwear and swimwear), or which are, after collection by you, inseparably mixed with other items; or
e. sealed headphones, audio or video recordings or of sealed software if unsealed by you after collection.
E. Further disclaimers
E.1 Identity verification may be required by us from you for certain transactions; details will be provided upon request.[2]
F. Data Privacy
F.1 We collect and process your personal data according to our data privacy policy which will be made available to you via the Heathrow Reserve & Collect Website.
G. Definitions
Heathrow Airport Limited ("Heathrow").
Heathrow Airport, London (the "Airport").
The website: https://boutique.heathrow.com, where you can purchase goods offered by us to collect at the Airport (the "Heathrow Reserve & Collect Website").
Stripe, Inc., Stripe Payments Europe, Ltd. and/or Stripe Payments UK, Ltd, who manage payments made on the Heathrow Reserve and Collect Website (the "Payment Service Provider").
APPENDIX 1
HEATHROW RESERVE & COLLECT WEBSITE – RETURNS AND REFUND INFORMATION
For further information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.
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The Heathrow Returns Promise applies to any purchases made by you in-store at Heathrow Airport or via the Heathrow Reserve & Collect Website. Please note that your contract for all goods purchased in-store at Heathrow Airport or via the Heathrow Reserve & Collect Website will be between you and the retailer that sold you the products (the “Retailer”) and not Heathrow. You will enter into a contract with the Retailer on the basis of the relevant product terms and conditions that are given to you by that Retailer (the “Retailer Terms and Conditions of Sale”). This Heathrow Returns Promise forms part of that contract. Heathrow has agreed to assist Retailers in processing returns and by providing related services to you on their behalf. This includes applying the terms of this Heathrow Returns Promise on each Retailer’s behalf. Heathrow is not responsible to you in any way in relation to these services. We do not process returns for goods purchased in or from World Duty Free (including for Hermès or Bulgari) (“Excluded Retailer”). The information listed below will not therefore be relevant to these sales. To return any such products reserved using the Heathrow Reserve & Collect Website or purchased in store at Heathrow Airport, please contact World Duty Free directly on UK Airports | World Duty Free. |
6. When does the Heathrow Returns Promise apply?
6.1 This Heathrow Returns Promise applies to the following products made available to you by Retailers at Heathrow Airport:
(a) In-Airport Retailer Store Purchases
This option allows you to purchase products from the relevant Retailer’s store (“In-Airport Retailer Store”). For the avoidance of doubt, this is separate to the collection of any products purchased through Reserve & Collect Pay in Advance from an In-Airport Retailer Store.
(b) Reserve & Collect Pay on Collection
This option allows you to reserve products online via the Heathrow Reserve & Collect Website, and to pay for those products when you collect them, either at the In-Airport Retailer Store or from the designated collection point – each located in the international departures lounge after you pass through security at Heathrow Airport (the “Heathrow Collection Point”). You will be given more details about these collection locations as part of the ordering process on the Heathrow Reserve & Collect Website.
(c) Reserve & Collect Pay in Advance
This option allows you to purchase products from various Retailers online using the Heathrow Reserve & Collect Website, and to collect them from a designated collection location at Heathrow Airport which may include an In-Airport Retailer Store, a Heathrow Collection Point or at selected airport lounges.
6.2 Only passengers travelling through Heathrow Airport can buy from Retailers under these sales channels.
6.3 This Heathrow Promise does not apply to the Excluded Retailer.
7. When can I withdraw or cancel my sales contract?
7.1 Legal cancellation rights for products purchased through the Heathrow Reserve & Collect Website
For most products that you have bought from a Retailer via the Heathrow Reserve & Collect Website, you will have a legal right to change your mind from the date your contract with the Retailer becomes legally binding, and for a period of 14 days of taking physical possession of the product and receive a refund.
These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in the Reserve & Collect Website Terms & Conditions and - if you have placed an order via the Reserve & Collect Website - are described in more detail in the Retailer Terms and Conditions of Sale provided to you by the relevant Retailer selling the products to you. If you are not eligible for a legal cancellation right, this will be made clear to you on the relevant product page on the Reserve & Collect Website.
If you would like to exercise your legal cancellation right in relation to a purchase, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow. Heathrow will then process the return on the Retailer’s behalf.
To exercise your legal right to cancel, please follow these instructions:
· Unless we expressly agree with you, you must not return the goods directly to the Retailer nor return the goods to any In-Airport Retailer Store. Please contact Heathrow to arrange a return, and Heathrow will then process the return on the Retailer’s behalf. More details about how to make a return is set out in paragraph 4 below.
· If you do not collect a product on the scheduled collection date, Heathrow will contact you to confirm whether you wish to exercise your legal right to cancel or you wish to rearrange your collection. If you wish to exercise your right to cancel or Heathrow does not hear from you within 48 hours of your collection time and you have not opted to use the ‘Collect on Return’ service), then we will assume that you wish to exercise your legal right to cancel. Subsequently Heathrow will then work with the Retailer to arrange for a refund to be processed in accordance with this Heathrow Returns Promise (assuming of course that the legal withdrawal rights apply to the relevant product(s)).
This cancellation right does not apply to any In-Airport Retailer Store Purchases, but you will have access to the enhanced rights set out in this Heathrow Returns Promise.
7.2 Rights in relation to faulty or misdescribed products
If what you have bought from the Retailer is faulty, misdescribed or otherwise non-compliant with the Retailer Terms and Conditions of Sale, you may have a legal right to get the product repaired or replaced or to get some or all of your money back. There are two processes to be followed depending on what you would like the Retailer to do about the issue.
(a) For repairs or replacements: If you would like to exercise your legal rights to get a product repaired or replaced, please contact the relevant Retailer directly, using the information set out in the relevant Retailer Terms and Conditions of Sale or as otherwise set out in your order information or as per your receipt.
(b) For returns and refunds: If you would like exercise your rights to return such goods and receive a refund, you should contact Heathrow via the returns form which is located on the following link, http://www.heathrow.com/returnspromise to confirm this, and where relevant, return the product to Heathrow following any instructions given to you. Heathrow will then process the return on the Retailer’s behalf.
Unless you have asked for a product to be repaired or replaced, you must not return the goods directly to the Retailer.
7.3 Which retailers offer an enhanced 60-day return policy?
All of our Retailers operate an enhanced 60 day returns policy as part of the Heathrow Returns Promise. Heathrow helps the Retailers to process returns through the "Heathrow Returns Promise" (subject to these terms and conditions).
This 60 day return policy is more generous than your consumer rights under law. This enhanced returns policy does not affect your legal rights in relation to faulty or misdescribed products and it does not affect any more comprehensive guarantees that a Retailer may offer you separately. Please see specific details below about what happens if your items are faulty or not in conformity with your contract with the Retailer.
If you would like to benefit from the Heathrow Returns Promise services, then you must return the product(s) to Heathrow in accordance with the instructions described in paragraph 4 below. Heathrow will then process the return on the Retailer’s behalf.
If you have any queries about Heathrow Returns Promise, please ask any airport Retailer or call +44 (0) 800 6785324 or email shopping.services@heathrow.com.
8. What are the enhanced returns policy additional terms under Heathrow Returns Promise?
8.1 To be eligible for a refund, all items returned under the Heathrow Returns Promise must be received with proof of purchase within 60 days of purchase.
8.2 Once you have requested a return via http://www.heathrow.com/returnspromise, we will email you with instructions explaining how to return the items to us. You must return the unwanted items to us, to the address specified on the returns label within 14 days of your request. We will then process your returns on behalf of the Retailer.
8.3 You must return the product to Heathrow at your own expense (including the cost of any custom duties, tariffs or taxes if you are returning goods from outside the UK). Postage costs may be refunded by us or the retailer at discretion. The Heathrow Returns Promise is offered to all consumers, regardless of where they are resident.
8.4 Returns will be processed by Heathrow on each Retailer’s behalf. Upon receipt of returned goods, Heathrow will return items to the Retailer on your behalf.
8.5 The Heathrow Returns Promise does not apply if you want to raise an issue under any additional product warranties or guarantees the Retailer has offered to you directly. Please contact the Retailer using the information they provided to you about making such a claim.
9. How do I return my items?
9.1 To start a return for a product which has been reserved through Reserve & Collect Pay on Collection, or purchased through Reserve & Collect Pay in Advance or as an In-Airport Retailer Store Purchase, please go to http://www.heathrow.com/returnspromise and follow the applicable instructions.
9.2 Please ensure you package your items in a way that will mean they will arrive back to us in good condition. We recommend you following the instructions below when packing your items ready for return:
(a) make sure any outer containers are strong enough for their contents;
(b) fragile items should not touch each other or the side of the container;
(c) fill out containers with cushioning material like bubble-wrap or polystyrene chips;
(d) seal securely with tape along all edges and openings;
(e) flatten any share sharp edges from staples or metal fastenings, cover with tape;
(f) use a FRAGILE sticker, if necessary. Packaging should not damage the original packaging that came with a purchase that protects the item(s);
(g) write a return address on the outside of the packaging; and
(h) please note that postal restrictions apply in connection with certain products being sent from outside the UK, which may mean that you are unable to return certain products to Heathrow. If you are able to return products, all relevant tax and import duty must be paid by you in advance when returning any goods to Heathrow. The Retailer and Heathrow are unable to accept items with outstanding duty. Such items will likely be returned to you by the applicable customs authority or delivery courier (and in such event you may incur additional costs that you will be responsible for).
9.3 All Retailers strongly recommend that you insure any products you return for their full value. Heathrow and the Retailer will not accept liability for any products which are lost or destroyed in the postal system. Please note that if you are returning your items under your legal rights pursuant to the Consumer Contracts Regulations 2013, or if the items are faulty or not compliant with the relevant Retailer Terms and Conditions of Sale it will be sufficient for you to show proof of posting.
9.4 For faulty or non-compliant products: If you are returning goods from outside the UK that are faulty, misdescribed or otherwise non-compliant with the relevant Retailer Terms and Conditions of Sale:-
(a) if you are unable to return products due to postal restrictions, the Retailer will ask you to provide evidence that your product is faulty, misdescribed or otherwise non-compliant with the relevant Retailer Terms and Conditions of Sale and will consider your return on this basis; and
(b) if you are able to return the products using international shipping, the Retailer will reimburse you for the reasonable costs of your return.
10. What products are not eligible for the Heathrow Returns Promise?
In addition to the Excluded Retailer, please note that the Heathrow Returns Promise does not apply to the following items, and therefore, no refunds, exchanges or otherwise will be available under the Heathrow Returns Promise for:-
10.1 items that are not returned in the same condition as sold;
10.2 earrings (unless faulty);
10.3 lithium batteries returned from outside of the UK (due to UK postal restrictions);
10.4 lithium batteries contained in equipment (e.g. re-chargeable batteries found in electronic devices) returned from outside the UK. Certain products can be returned subject to adhering to the technical instructions for the safe transport of products by air, and please refer to the CAA website (www.caa.co.uk) for further information;
10.5 defective lithium batteries and defective items containing lithium batteries;
10.6 liquid products, e.g. fragrance, cosmetic products, liquor etc;
10.7 headphones and in-ear headphones (unless faulty);
10.8 swimwear and underwear (unless faulty);
10.9 perishable food and beverage items;
10.10 bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale (including watch straps);
10.11 any purchase and/or any upgrade carried out at Heathrow of any mobile telephone and/or accessories;
10.12 airtime (time tracked by your service provider to determine your billing costs, including without limitation making/receiving calls, SMS email and faxing) whether in connection with mobile phone purchases and/or upgrades or otherwise;
10.13 cover plans, extended warranties or insurance policies taken out to cover product breakdown, loss, damage, wear and tear and repair;
10.14 travel insurance policies. Please note that this exclusion does not affect your legal rights (nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant Retailer at Heathrow). If you have any comments concerning such a contract, you should make direct contact with the relevant Retailer; and
10.15 any other products where it is so specified on the relevant product page or as notified by the Retailer at the time of purchase.
11. How will refunds be made?
11.1 Once a refund has been agreed by the Retailer, the Retailer will contact you directly to confirm and complete the refund payment process.
11.2 If payment for the product was made (in part or in full) by a particular method of payment, any refund will be made using the same method (unless you are notified otherwise).
11.3 If you request a refund under the Heathrow Returns Promise, Heathrow (on behalf of the Retailer) reserves the right to refuse such a request and/or to require further information in relation to such request in order to establish the validity of the claim.
11.4 Further information about the refund policy will be specified in the relevant Retailer Terms and Conditions of Sale.
12. What happens if Heathrow Rewards points were awarded on returned items?
Any applicable Heathrow Rewards points awarded to you for your purchase (if you are a participating member of the Heathrow Rewards loyalty scheme) will be cancelled once your return and refund is processed. Please see the Heathrow Rewards terms (Condition 14) for further information: https://www.heathrow.com/terms-and-conditions/myheathrow.
13. How can return a gift card or experience day voucher?
13.1 If you have purchased a gift card or experience day voucher, this will be subject to the Retailer’s specific terms and conditions, which will be provided to you at the time of purchase. In the event that you return a gift card or experience day voucher under the Heathrow Returns Promise, Heathrow will only accept a return on the Retailer’s behalf where the Retailer directs it to do so in accordance with the Retailer’s specific terms and conditions.
13.2 The details of product specific terms and conditions and/or any product warranty / guarantee will be provided to you by the Retailer at the time of purchase.
14. What happens if I am denied a refund?
14.1 If you are not happy with the outcome of a refund, you can contact Heathrow's customer support team at 0800 6785324 or shopping.services@heathrow.com who may be able to assist you in resolving your issues with the Retailer. All Retailers have authorised Heathrow to manage this process on their behalf. However, if you continue to have issues, and Heathrow is unable to resolve your issue, you can contact the relevant Retailer by using the contact information provided to you by them.
14.2 Whilst Heathrow helps Retailers to manage refunds and returns, Heathrow will not be responsible for any refunds to you as your contract for the sale of goods is between you and the relevant Retailer (as described in the relevant Retailer Terms and Conditions of Sale). Any refunds will be paid to you by the Retailer, however you will receive communications from Heathrow with respect to any such refunds.
14.3 Whilst Heathrow helps Retailers to manage refunds and returns, Heathrow will not be responsible for any refunds to you as your contract for the sale of goods is between you and the relevant Retailer (as described in the relevant Retailer Terms and Conditions of Sale). Any refunds will be paid to you by the Retailer (although these will be processed by Heathrow on their behalf).
