Frequently asked questions

To use our click & collect service, you need a valid flight ticket with flight number and departure date and must be at least 18 years of age. You can pre-order online max. 14 days before and up to 12 hours before your flight and pick up your purchase on site at the Frankfurt Airport.

For selected stuffed toys and electronics you can use Click & Collect as a non-traveller. With this service you can pick up your order after 12 hours even without a flight ticket. 

Our Click & Collect service is free of charge for you.

You may only order quantities that are considered normal for a single household. If you place multiple orders within a period of 30 days, this limit applies to the sum of all orders. Specifically, the rules are as follows:

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

Most of our stores are located behind the security checkpoints. To use Click & Collect, the corresponding retailer must have a store in your departure area. Our retailer offer Click & Collect for the following departure areas:

Frankfurt Duty Free

• Terminal 1, Pier A, B and Z
• Terminal 2, Pier D Non-Schegen and E Non-Schengen

BVLGARI

• Terminal 1, Pier B Non-Schengen

BOGGI

• Terminal 1. before the security check (Hall A)

Germany on My Mind

• Terminal 1, Pier B Non-Schengen

Germany & More

• Terminal 1, before the security check (Hall B)

That's Sound

• Terminal 1, before the security check (Hall B)

Photair

• Terminal 1, Pier A and Z

Our online range of products may differ from the stationary one at the airport. Especially for wines and champagne, we can offer more items for shipping than on site. Therefore, you can order some items only for delivery.

Your order is ready for you at the service counter of the Duty Free Shops and at the checkout in all other stores. We will send you detailed information on the pick-up address in your pick-up confirmation.

Picking up your order is currently only possible before departure. Alternatively, you can have items from the categories alcoholic beverages, wine and champagne, and confectionery be delivered within Germany.

You must show your booking number upon pickup. You will find it in the order confirmation as well as in the pickup confirmation that we will send you by mail.

As soon as the retailer has provided the goods you ordered for you, you will receive a pick-up confirmation.

Please check your spam folder. If you have not received an e-mail, our customer service will be happy to help you at +49 (0)69 79 540 540* or service@frankfurt-airport-shops.com.

If your flight is delayed or changed, we will automatically notify the retailer. You do not need to take any further action. If you change the travel date yourself, please contact our customer service to have your reservation adjusted accordingly.

Our shipping service is available to all customers older than 18 and having an address within Germany. This adress can be your or a friend's house, but also a hotel you're staying at.

There is no shipping charge when ordering merchandise with a value of €50 or more. For orders with a value of less than €50, we charge a fixed shipping fee of €4.95.

After an order is placed, it takes about one to three workdays for it to be delivered.

We do not currently offer express delivery.

To find out the current status of your order, please use the tracking number indicated in your confirmation email.

Our shipments are delivered by DHL.

Currently we only ship to addresses within Germany. The invoice address can be different from the delivery address and also be outside Germany. We're sorry, we are unable to ship to P.O. boxes and DHL Packstations.

No, your billing address can be in another country. However, purchases can only be shipped to addresses within Germany for delivery to (for example) a hotel.

You may only order quantities that are considered normal for a single household. If you place multiple orders within a period of 30 days, this limit applies to the sum of all orders. Specifically, the rules are as follows:

• No more than 24 bottles of the same liquor
• No more than 60 bottles of the same wine or sparkling wine

You can order as often as you want as long as you follow the restrictions of quantities (see above).

No, you may place orders only for your own needs and in your own name.

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. Conversely, certain articles such as tobacco products and perishable items may not be shipped. Only duty-free articles are available for delivery within Germany.

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

It can occasionally happen that, for example, wine of a certain vintage is sold out sooner than expected. In cases like this, we deliver the same wine but of the next vintage without consulting you, provided that it is equivalent in terms of the type of wine, price and quality.

With Click & Collect, you pay only when you collect your reservation on site.

On site you can pay by cash, credit card or Alipay Wallet.

Currently it is only possible for you to pay with Paypal, VISA or Mastercard.

The euro amount is debited from your credit card. If it is a foreign credit card, the amount due is converted into the other currency at the going rate.

No, the export duties and taxes on all merchandise have already been paid.

You can access your order in your account under "My purchases" and download the invoice as a PDF there. If you have not received an email, please contact our customer service at service@frankfurt-airport-shops.com or Tel. +49 (0)69 79 540 540*.
*Call to German landline, costs vary depending on provider.

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.

We’ll inform you as soon as your order has been dispatched. This email includes a link 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.

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.

Purchased articles are subject to the legal provisions applicable in Germany. All articles that you purchase from Frankfurt Duty Free may be sent back free of charge within 14 days after receipt of the merchandise. To exercise your rights, please directly contact the merchant at service-fra@frankfurt-airport-retail.de.

You can view the status of your return shipment using your delivery agent’s DHL tracking code. We confirm the receipt of returned items by email.

We provide refunds using the same payment mode that you used for the original transaction, unless something else has been explicitly agreed on with you.

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We are naturally committed to responsibly handling your data. We store captured data on your access to and use of these services in strict compliance with the provisions of the German Data Privacy Law.

Your data are used to process your reservation. If you have given Fraport AG permission to send you additional information, we regularly let you know about promotions and special offers. For more information, please see the data privacy declaration.

We’re sorry for not being able to answer your question. Please call our customer service at +49 (0)69 79 540 540 and we’ll do our utmost to help you as quickly as possible.