Please contact our Customer Service if your question is not listed below.
Where can I find Heinemann Shops at airports?
Heinemann Duty-Free stores are located at the following airports:
- Sydney International Airport T1
- Gold Coast International Airport
For domestic travelers, Heinemann stores are available at:
- Sydney Domestic Airport T2
-
Sydney Domestic Airport T3
Gold Coast Domestic Airport
Where are the stores located in Domestic Airports?
Heinemann Store at Sydney Domestic airport T2 (Jetstar, Virgin, Rex)
Heinemann Store at Sydney Domestic airport T3 (Qantas)
How can I contact the customer service team?
Our Customer Service Team operates between 9:00 am – 5:00 pm, Australian Eastern Standard Time (AEST), Monday – Friday (excluding Public Holidays).
Telephone:
- 1800 46 46 66 (Australia toll-free)
- +61 9667 6800 (International)
- +61 447 382 201 (Technology product inquiries)
Email:
service@heinemann.com.au
What is your policy for Returns & Exchanges?
You can view our Returns & Exchanges Policy here.
Can I purchase tax & duty-free items 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 traveling.
Liquids, Aerosols & Gels (LAG’s) purchased from Heinemann Tax & Duty Free can be taken on board flights travelling directly to the destination.
Passengers transiting on a flight after purchasing LAG’s must have the items secured inside a STEB bag (issued by Heinemann at the point of sale, a small charge may apply).
IMPORTANT - LAG’s cannot be purchased by passengers with transits through:
- Singapore
- 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 the above conditions if purchasing LAG’s at duty-free.
Learn more about taking duty-free items on board at:
I’m flying return, can I purchase my items on my departure and collect them on my return?
Yes, we call this service Shop & Collect. Purchase any item on your departure and let our friendly retail sales team know you wish to collect it on your return. They will kindly prepare your items for collection at any of our arrival stores located in the same airport from which you departed.
Are all promotional offers and discounts from Heinemann airport stores available at Heinemann's website as well (www.heinemann.com.au)?
While most promotions are available online, occasionally some airport store promotions may not be applicable online. For instance, the $5 off Mix & Match offer for Heinemann & Me members is available in-store only and not applicable online.
Are all brands and products from Heinemann airport stores available at Heinemann’s website as well (www.heinemann.com.au)?
No. Due to stock holding policy, you would generally find a bigger range of brands and products in-store than on the website, particularly in categories such as fashion, accessories, watches, and jewelry.
Does Heinemann Tax & Duty Free carry Chanel products?
Yes, you can find Chanel cosmetics, skincare, and fragrances available for purchase in-store only.
How does Heinemann protect data privacy?
At Heinemann, we understand the importance of mutual trust in every relationship. Protecting your personal data is our top priority. We do not share your personal data with third parties without separate reference, as outlined in our data protection statement. Your data will only be stored for specific purposes. For detailed information about our data protection practices, please refer to our data protection statement.
Is guest checkout available?
Guest checkout is not currently available, but we are working towards enabling the function.
What should I do if I want to change my email address?
Your email address is vital for identification purposes. If you need to update your email address, please contact our Customer Service.
How do I update my personal information?
You can easily change your name or password by logging into your account at www.heinemann.com.au.
