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. You can still continue to browse our product selection and after logging in you can also place articles in your shopping basket until there is an opportunity for you to order.
- Questions on reserving products and picking them up at the airport
- Questions on ordering and home delivery
- Questions on payment
- Questions on discount promotions
- Questions on cancelling orders
- Questions on logging in and registering for the online shop
- Questions on accounts
- Questions on the newsletter
- Questions on data privacy
- Questions on your flight
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.
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? 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:
- 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
- Up to a total of 99 identical articles from the fine foods and sweets selections
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.
Can I purchase something as a guest?
We're sorry but guest purchases are not possible for the home delivery service.
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.
How and where can I get an invoice as a purchase receipt?
You can find the invoices in your customer account under "My orders".
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.
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 order.
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?
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.
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 discount promotions
How can I redeem coupons and vouchers?
For technical reasons, at this time it is not yet possible to use coupons and vouchers.
When are reward points credited to my customer account?
Reward points are credited to your customer account when articles are shipped.
Where can I redeem reward points?
You can redeem your reward points for attractive rewards from these partners.
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 logging in and registering for the online shop
How can I register to order articles?
To have products delivered to your home or another address within Germany, you must register in the webshop under “Registration”.
Is registration free?
Yes, there is no charge for registering as a customer of our e-shop or for the Rewards Program.
I haven't received a registration e-mail. What do I do now?
Please check to make sure that you have correctly provided your e-mail address. It can take up to several minutes for the registration e-mail to arrive. If the problem persists, please contact our customer service.
What do I do if I have forgotten my access data or entered my password incorrectly?
If you lose or forget your user name or password, you can request a new one by entering the e-mail address you provided when registering. A new password is e-mailed to you. You can change your password whenever you like by going to "Account & access data" in your account Settings.
Questions on accounts
What are the advantages of opening a shop account?
As soon as you have registered in the shop, you can view a list of all of your orders in your customer account and store your delivery address.
I'd like to change my user data. How can I do that?
You can change your user data whenever you like in your account settings (click "My Account").
I want to cancel my account. What do I have to do?
To cancel your account, go to "Account & Access Data".
Questions on the newsletter
How can I subscribe to the newsletter?
Click here to subscribe to the newsletter here. When registering for your user account, you can choose to receive the newsletter by placing a checkmark in the "Information & Offers" box. You can also subscribe to it later in your account settings.
I don't want to receive the newsletter anymore. What should I do?
You can cancel the newsletter in your customer account settings or cancel it 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 are a member of Frankfurt Airport Rewards, your data are also used to award and manage reward and status points. 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.