You can cancel your order in your customer account up until the moment it is prepared for dispatch. To do so, click on "Orders", then on the order and on "Cancel order". If you can no longer cancel your order, you can send the package back or tell your PostNord deliverer that you refuse to accept delivery. You cannot edit your order once it is placed.

If you would like to return an item, please use the return label which you find in your package. Please attach it to your package. You can now take the package to your PostNord branch. Returning items is free-of-charge for you.

Please ensure that the goods being returned are packaged appropriately. Items can be returned at no extra cost to you if you send them back to us in perfect condition and within two weeks of receipt, provided the goods were not already damaged or spoiled upon delivery to you. We are sorry to say that we cannot reimburse our flat shipping rate.

If the package is visibly damaged upon delivery, you should refuse to accept it. If the damage is visible only after you have accepted the delivery, send the damaged goods back as described above and select "Cost-free replacement" on the returns label. If a bottle has broken, please contact our customer service to discuss how to proceed before destroying the item.

Unfortunately you cannot check the status of your returns in your customer account. Please consult the shipping tracking provided by your deliverer instead. We will confirm receipt of your returns by email.

If you do have an upcoming flight, you can return or exchange your item(s) in a TAX FREE Heinemann shop. To return or exchange your purchase in a TAX FREE Heinemann Shop, please bring the receipt. The goods must be in their original packaging.

Please also observe the regulations regarding carrying liquids through security. Each item must be 100 ml or less. You can bring liquids such as perfumes and cosmetics up to 100 ml in size through security control in a resealable, clear plastic bag and then return them to our Heinemann shop (for liquids over 100 ml, please contact our customer service).

Our colleagues at the airport will be happy to try to exchange your items. Please appreciate, however, that this depends on product availability in each shop. If an exchange is not possible, we will happily offer you a voucher or refund your purchase.

You're not planning any more flights in the near future? No worries. Please contact our customer service to organise how to send your items back smoothly.