FAQ Frankfurt Airport Shopping - Home Delivery
FAQ Home Delivery EN

FAQ Frankfurt Airport Shopping - Home Delivery

Questions and Answers concerning Home Delivery

When can I order articles?
Our shipping service is available only to air passengers. So you may only order articles for shipping if you have purchased a valid ticket for a flight departing from Frankfurt Airport. The destination airport must also be located within the European Union (not including the Canary Islands). In addition, the departure date may not be more than 90 days in the future. You must also be at least 18 years of age.

What happens if I am flying to a final destination outside the EU but will be changing planes within the EU (e.g. from a feeder flight)?
In this case you may place orders; please enter the number of the flight within the EU in the form.

How much may I order?
You may only order quantities that are considered normal for a single household. If you place multiple orders within a period of 90 days, this limit applies to the sum of all orders. Specifically, the rules are as follows:

No more than 3 of the same product in the perfume and cosmetics category
No more than 24 bottles of the same liquor
No more than 60 bottles of the same wine or sparkling wine

How often may I place orders?
Provided that you have a valid air ticket, you may place orders as often as you like up until the day of your flight. However, there are restrictions on quantities (see above).

May I place orders for other persons?
No, you may place orders only for your own needs and in your own name.

Do I have to pay any customs duties on ordered articles?
No, we have already paid the export duties and taxes on all merchandise.

Is there a minimum order?
No, there is no minimum quantity or value for orders, although we do charge a flat shipping fee if the total purchase price of an order is less than 75 euros.

Can I purchase something as a guest?
We're sorry but guest purchases are not possible for the home delivery service.

Does my place of residence have to be in Germany?
No, your billing address can be in another country. However, purchases can only be shipped to addresses within Germany.

How happens if I have forgotten my password?
In this case, click on "forgot password" in the login screen. You will then receive an email with instructions for requesting a new password.

Where can I order?
You can conveniently place orders for shipping in our webshop or app from anywhere, whether you are at  home or on the road.

What do I need to place an order?
You need the number and booking code of your flight. You can find both in your booking confirmation. The flight number consists of a letter code for the airline and two or more digits, e.g. LH19. The booking code, which is sometimes also called the reservation number or something similar, is a six-character combination of letters and digits, e.g. A2BC23.

How are my flight data checked?
When you place an order online, we relay your name and flight data to the Amadeus reservation system for checking. As soon as Amadeus confirms that your flight data are known to it, you can finalize your order. We do not receive any information from Amadeus about your flight data except whether they are stored in the reservation system.

I have a valid ticket but my flight data aren't recognized. What can I do?
Occasionally Amadeus may be unable to confirm your flight data even if you have a valid ticket. This can be the case, for example, with certain airlines that can only be booked directly online. You have the following options:

You can select the "reserve" option for your articles and then conveniently pick them up at the airport on the day of your flight.
To make sure you haven't made a mistake entering your flight data, please enter them again. The items you have selected will stay in the shopping basket.

Why can't I order an article online that I have seen in your airport shop?
Our online offering may not be identical with the articles that are available at the airport. It is often the case that we offer a bigger selection online for home delivery, for example wines and cosmetics. Conversely, certain articles such as tobacco products and perishable items may not be shipped.

How can I pay?
You can pay by credit card or PayPal.

What currencies can I pay with?
You can only pay for home delivery orders in euros.

How much does shipping cost?
If the total value of an order is less than 75 euros, we charge a flat shipping fee of 4.95 euros.

Do all promotions and discounts also apply to the Webshop?
Unfortunately, for technical reasons not all of the promotions available in our airport shops apply to orders placed online in our Webshop.

Can I redeem coupons and vouchers?
At this time it is not possible to redeem coupons and vouchers for orders placed online for home delivery.

Can I purchase gift certificates?
It is not yet possible to purchase gift certificates for our home delivery service.

Crediting of reward points
Reward points are credited to your customer account when articles are shipped.

How and where can I get an invoice as a purchase receipt?
You can find the invoices in your customer account under "My orders" --> "Order history".

Where can I have orders shipped to?
Currently we only ship to addresses within Germany. The invoice address can be different from the delivery address and also be outside Germany.

Do you also ship to P.O. boxes and DHL Packstations?
We're sorry, we are unable to ship to P.O. boxes and DHL Packstations.

How long does delivery take?
After an order is placed, it takes three workdays for it to be delivered unless you specify that it should not be delivered until after a certain date.

Can I freely choose the delivery date?
You can request any delivery date you like (except Sundays, Mondays and holidays) between 3 workdays after placing the order and eight weeks after your flight. Orders must be placed before your flight, up to 90 days in advance.

Is there an express service?
We do not currently offer express delivery.

Can I have orders giftwrapped?
We're sorry, at this time we do not offer a giftwrapping service for home delivery orders.

Who delivers the packages?
Our shipments are delivered by DHL.

Why have I received wine of a different vintage than I ordered?
In rare cases, an ordered vintage may already be sold out. We then ship the next available vintage instead without asking, provided that its type, price and quality are equivalent.

What happens if I accidently order something I don't actually want?
You can cancel an order if it has not yet been prepared for shipping. Please contact our customer service to do so. If it is no longer possible for us to cancel an order, you can return it after it has been delivered.

How can I return articles?
If you wish to return one or more ordered articles, please go to your customer account, select the articles concerned under "My orders", and then click "Return order". This link will take you to the DHL returns page, where you can generate a return label. Please print it out and attach it to the package. Then take the package to a DHL branch near you. You will not be charged anything. Make sure that the returned merchandise is properly packaged. Please also note that articles may only be returned free of charge within two weeks after you receive them and only if they are in perfect condition, unless they were already damaged or spoiled on arrival. Unfortunately we cannot refund a flat shipping fee charged.

What do I do if articles are delivered in damaged condition?
If you notice that a package has been damaged, if possible please immediately tell the DHL driver. Otherwise report and return the damaged merchandise as described above. If a bottle has broken, please send us the neck of the bottle with the seal intact.

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