Questions on reserving products and picking them up at the airport

What are the conditions for using the click & collect service?

To use our click & collect, 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. 28 days before and up to 90 minutes before your flight and pick up your purchase in one of the numerous Duty Free shops at the Frankfurt Airport.

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:

Where do I collect my order?

Your order is ready for you at the service counter of the Duty Free Shop. We will send you detailed information on the pick-up address in your pick-up confirmation approx. 48 hours before departure.

Can I collect my reservation after arrival?

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.

What do I need to bring with me when I collect my order?

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.

When will I receive the pickup confirmation?

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

I have not received a reservation confirmation. What should I do now?

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.

I have a valid flight ticket, but I cannot place my order. Why?

If your ticket is for an arriving flight or a flight from the Terminal 2 Schengen area, unfortunately you cannot yet use our Click & Collect service. Alternatively, you can use our Germany-wide delivery service.

My flight has changed - what should I do?

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.

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.

How much does shipping cost?

There is no shipping charge when ordering merchandise with a value of €30 or more. For orders with a value of less than €30, we charge a fixed shipping fee of €4.95.

How long does delivery take?

After an order is placed, it takes about three to six workdays for it to be delivered. Please note in particular that there may be occasional delays in delivery due to the COVID-19 pandemic.

Is there an express service?

We do not currently offer express delivery.

Where’s my order?

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

Who delivers the packages?

Our shipments are delivered by DHL.

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.

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.

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

Can I have orders giftwrapped?

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

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.

Questions on payment

When do I pay with Click & Collect?

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

What payment methods can I use with Click & Collect?

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

How can I pay online?

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

Do I have to pay any customs duties on ordered articles?

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

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.

Questions on cancelling or returningn 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.

What do I do if articles are delivered in damaged condition?

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.

How can I return articles?

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.

Can I return purchased articles?

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.

How can I find out how the status of my return shipment?

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.

How do I collect my refund?

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.

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.