Innovative and customer-oriented: Gebr. Heinemann, one of the top three players on the global travel retail market, has expanded its service portfolio to include a new “Home Delivery” service. Whether on the internet or in person at their airport’s Heinemann Duty Free shop, from now on travellers can order items and enjoy the convenience of having them delivered to their doorstep.

This gives passengers excellent flexibility: They get to decide not only whether to buy in-store or order online, but also where their items are sent to – saving time and making the shopping process even smoother. Heinemann’s Home Delivery service positions it amongst the pioneers of the travel retail market. The company’s new web shop –www.heinemann-shop.com – is optimized for all devices, ensuring ease of ordering for PC, smartphone and tablet users alike. The service is currently only available to customers travelling within the EU who are able to provide a German delivery address.

“We’ve road-tested a delivery service in Hamburg over the last one-and-a-half years, and the take-up amongst our customers has been very good” says Raoul Spanger, Managing Director for Retail at Gebr. Heinemann. In addition to the new arrival, Heinemann has also long offered a web-based pre-ordering service which allows customers to place orders on www.heinemann-dutyfree.com before their journey and collect their items from an in-shop service point. As Raoul Spanger points out: “It was a logical move to merge the two together and offer travellers the option to order conveniently online and have items delivered directly to their homes. Gebr. Heinemann’s core business remains the bricks-and-mortar travel retail market, but that now also involves giving our customers the usual outstanding level of service quality whenever they want it. That is why we decided to supplement our bricks-and-mortar outlets at airports with the option to order online.”

This approach makes an important contribution to customer satisfaction in the digital age. The tried-and-trusted pre-ordering service – which enables customers to order in advance and collect their items from an in-store service counter – continues to be available.

- Only available to passengers travelling within the EU (point of departure and arrival).

- The delivery address must be in Germany, but does not have to be identical to the billing address.

- The passenger must be at least 18 years old and have a valid email address.

In order to ensure that the person placing the order is a passenger with a valid flight ticket, a flight data check carried out by an external service provider is used to verify if the customer has a ticket valid for air travel within the EU. If the verification result is positive, the customer is permitted to place multiple orders within a period of three months prior to their flight. Orders can be placed as long as the ticket remains valid (i.e. up to and including the date of departure), and may not exceed the stipulated maximum order volumes.

Heinemann Duty Free’s Home Delivery, Pre Order and Pick Up services (in the latter case the customer’s purchases are set aside by Heinemann and made available in-shop shortly before their return flight, thus enabling the customer to pick them up conveniently and securely upon arrival) give customers the same price benefits they enjoy when making a purchase in a Heinemann Duty Free shop at an airport. Home Delivery is currently available for an extensive range of fragrances and cosmetics, wines, Champagnes, spirits, confectionery and specialty food products, with a number of other categories set to be added. Statutory regulations prevent the delivery of cigarettes and tobacco.

In some cases a maximum order volume within a four-week period applies, for example three identical articles from the fragrances and cosmetics segment or 24 bottles of spirits. Confectionery and other products from our range of fine foods can be purchased without restriction. Delivery generally occurs within three working days. Customers can also opt to request a specific delivery date within eight weeks of the date of order placement. The postage and packaging fee of 4.95 Euros does not apply to orders with a value of 50.00 Euros or more. Payment can be made by bank transfer (SEPA) or credit card, and items can be returned within two weeks of purchase using heinemann-shop.com. Popular special offer items from the Heinemann Duty Free product range are also available to order, and discounts gained through the Heinemann & Me customer loyalty programme can be applied. In addition, the Home Delivery service can be combined with the Air Berlin topbonus and Lufthansa Miles & More bonus programmes, with miles earned each time the customer places an order. Miles cannot yet be redeemed when making a purchase.

Heinemann has fundamentally redefined the concept of Travel Value and Duty Free shops, with particular emphasis placed on three key elements. The first is a product range which blends international brands at value-for-money prices with a variety of exciting surprises. The second is a full range of services for the customer. And the third is the enthusiasm that comes with personality: Excellently trained, friendly employees ensure that every traveler enjoys a special airport shopping experience. All air passengers are generally permitted to shop at Heinemann Duty Free, whether their destination is in Germany, the EU or some far-flung corner of the globe. All customers pay the same, value-for-money price.

Press contact:

Gebr. Heinemann

Lara Vitzthum/ Head of Corporate Communications

T: +49 40 3010 2186