Questions and Answers concerning the Frankfurt Airport Online Shop

In connection with the steps being taken to protect people from COVID-19, until further notice it is no longer possible for you to reserve products. In addition, our delivery service is currently only available within Germany. If you live or you have an address within Germany, you can order Duty Free and Travel Value Products. We apologize for any inconvenience these order restrictions may cause. 

Questions on reserving products and picking them up at the airport

Why can’t I place any more orders?

In connection with the steps being taken to protect people from COVID-19, until further notice it is no longer possible for you to reserve products. We apologize for any inconvenience this may cause.

What alternatives are available?

You can purchase our Duty Free and Travel Value products and have them delivered free of charge to any address in Germany.

Questions on ordering and home delivery

When may I place orders and what do I need to place an order?

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. A flight ticket is not necessary.

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 for delivery to (for example) a hotel.

How much may I order? Are there any limitations?

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:

How often may I place orders?

You can order as often as you want as long as you follow the restrictions of 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, the export duties and taxes on all merchandise have already been paid.

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. Only duty-free articles are available for delivery within Germany.

Where and how can I get an invoice as proof of purchase?

Your invoice will be sent to you by email as soon as you have completed a purchase. If you don’t receive an email, please contact our customer service for assistance.

How much does shipping cost?

Delivery is completely free of charge for you. We cover the price of delivery.

Where can I have orders shipped to? Do you also ship to P.O. boxes and DHL Packstations?

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.

How long does delivery take?

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

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 a different article than I ordered?

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.

How can I return articles?

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.

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.

Questions on payment

How can I pay online?

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

What currency do I have to pay in?

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.

Questions on cancelling orders

What is the deadline for cancelling orders for delivery?

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.

Can I return or submit complaints on articles I have already purchased?

Purchased articles are subject to the laws and regulations of Germany. If you have any complaints, please contact the retailer directly.

Questions on the newsletter

How can I subscribe to the newsletter?

I don't want to receive the newsletter anymore. What should I do?

You can cancel the newsletter by clicking on “unsubscribe” in the last newsletter you received.

Questions on data privacy

How secure are my data?

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.

How are my personal data used?

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.

Do you still have questions?

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.