Heathrow Reserve & Collect Terms and Conditions

Heathrow Reserve & Collect Pay in Advance 

The below further terms and conditions apply when a customer places an order through the Heathrow Reserve & Collect Website. 

Terms of sale 

A.1 The collection points are located in the Airport after aviation security, which means that you must have a valid boarding card for a departing flight (or have other appropriate authority to access the airside collection points at the Airport) to be able to collect your order. 

A.2 Your contract for the sale of the goods which you have purchased from the Reserve & Collect Website is with us and not with Heathrow.  Heathrow is therefore not responsible for performance under our sale of goods contract. 

A.3 When you place an order for goods from more than one retailer on the Reserve & Collect Website, you will have a separate contract with each such retailer. 

A.4 Your use of the Heathrow Reserve & Collect Website is subject to the Heathrow Reserve & Collect Website's terms of use issued by Heathrow from time to time, which are separate to these terms of sale.  If there is any conflict between the terms of use for the Heathrow Reserve & Collect Website and these terms and conditions of sale, the terms of use for the Heathrow Reserve & Collect Website shall prevail and apply. 

A.5 Although you may receive an order acknowledgement email from Heathrow (on our behalf) further to making an order, this will not mean that your order has been accepted.  You will receive a separate email which will clearly state when your order has been accepted by us (and any other retailers when you place an order for goods from more than one retailer on the Heathrow Reserve & Collect Website). 

A.6 The contract for sale of goods between you and us will come into existence when Heathrow (on our behalf) sends you an email confirming that we have accepted your order (in full or in part), at which point payment will be taken from you. 

A.7 You may receive an order cancellation email from Heathrow (on our behalf) if you place an order for goods from us and more than one other retailer on the Reserve & Collect Website, and all of the retailers which are relevant to the order (including us) are unable to fulfil your order (due to product availability or otherwise). 

A.8 When your order is placed, we will place a pre-authorisation on your payment card which puts funds on hold for the total value of your order.  We will not take payment from you until we have confirmed that your order can be fulfilled.  If your order is cancelled or cancelled in part, we will release the hold on your payment card for the applicable amount. 

A.9 Specific terms apply to each product, including warranties and conditions of use and such terms are available here: https://www.caseluggage.com/terms-and-conditions or such alternative location as we shall provide to you.[1] 

B. Merchandise descriptions 

B.1 Please note that the price of any product listed on the Heathrow Reserve & Collect Website may be different to the price of the same product that is offered for sale in our retail outlets or offerings outside of the Airport including in other airports. 

B.2 If applicable, where any products listed on the Heathrow Reserve & Collect Website are labelled as having a 'Heathrow Price', this means that the products are being sold on the Heathrow Reserve & Collect Website at a discounted price compared to the price that the products are being offered for sale at through retail outlets or offerings outside of the Airport although such prices may align with the price of the same product(s) which are offered for sale in other airports. 

B.3 If any of our products listed on the Heathrow Reserve & Collect Website are labelled as 'Travel Exclusive Merchandise', this means that those products are not available to buy in our UK store or on our own website.  

If any of our products listed on the Heathrow Reserve & Collect Website are labelled as 'Heathrow Exclusive Merchandise', this means that those products are only available to buy on the Heathrow Reserve & Collect Website. 

B.4 If any of our products listed on the Heathrow Reserve & Collect Website are identified as being part of a promotional offer, this means that those products are (i) subject to the terms of a promotional offer, which are made available at www.caseluggage.com, and (ii) available to buy on the Heathrow Reserve & Collect Website at a further discount to the 'Heathrow Price'. 

C. Payment, Delivery, Performance and Timing 

C.1 Where you make a purchase on the Heathrow Reserve & Collect Website and the purchase is accepted (this will be confirmed by an email sent by Heathrow on our behalf), you will be asked to collect your purchased item(s) from the Heathrow operated collection point located in your departure terminal.  The location of the collection point will be confirmed by Heathrow and specified in the confirmation email (sent to you by Heathrow on our behalf) once your order has been accepted.  

The Heathrow operated collection point will be open during the Airport's operational hours on your departure date.  The Airport's operational hours mean the period commencing an hour before the first scheduled departing flight and ending an hour prior to the last scheduled departing flight in the relevant terminal in which the relevant collection point is located). 

C.2 If you fail to collect your order, we will not forward or deliver your items to you.  Your order will be held by Heathrow for up to 48 hours from your collection time.  Heathrow may offer where practicable for you to cancel your order or collect your order either (i) at a different time from the same or another collection point, or (ii) through the 'Collect on Return' service from a 'Collection on Return' desk.  You can contact the Heathrow Reserve and Collect Website services team if you are unable to collect your purchase on shopping.services@heathrow.com.  
If you do not collect your order on your departure date and you do not inform Heathrow that you want to make alternative arrangements to collect your order (as specified above), your order will be cancelled and you will be refunded for any payments you have made. 

C.3 We may decline any orders (or part of an order) as relevant, if we no longer have a right to sell the items in your order on the Heathrow Reserve & Collect Website (for any reason). 

C.4 Whilst you pay us for goods, the Heathrow Reserve & Collect Website is managed by Heathrow and as such your bank account statement in relation to your payment for the goods will refer to ‘Heathrow.com’. 

D. Cancellation, returns and the Heathrow Promise 

D.1 If you require the assistance of the Heathrow customer services team in relation to the Heathrow Reserve & Collect Website, you can contact them on shopping.services@heathrow.com or by writing to them at Heathrow Airport Limited, The Compass Centre, Hounslow, Middlesex TW6 2GW. 

D.2 You have legal rights if we supply faulty and/or non-compliant products.  If you want to return any faulty and/or non-compliant items, you must inform Heathrow of your decision via the Heathrow Returns Promise (http://www.heathrow.com/returnspromise) and Heathrow will inform us on your behalf. 

D.3 We provide an enhanced returns policy, which is facilitated by Heathrow applying the Heathrow Returns Promise (http://www.heathrow.com/returnspromise).  Please see ‎Appendix 1 for full details. 

D.4 Once you have requested a return, Heathrow will (on our behalf) email you with instructions explaining how to return the applicable goods to Heathrow.  You must return any unwanted items to Heathrow, to the address specified on the Heathrow returns label, within 14 days of you requesting your return.  Heathrow will then process your return and (subject to our instruction) you will be provided with a refund. 

D.5 You must contact us directly at https://www.caseluggage.com/contact-us in relation to any queries you have concerning exchanges, substitution, repairs or replacements, or after sales services.  Heathrow will not deal with such requests on our behalf nor shall Heathrow be liable to you for the same. 

D.6 The right of cancellation does not apply to:- 
a.       items that are made to your specifications or clearly personalised; 
b.       items which are liable to deteriorate or expire rapidly; 
c.       the supply of alcoholic beverages whose actual value is dependent on the fluctuations in the market which cannot be controlled by us; 
d.       products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery (such as jewellery, underwear and swimwear), or which are, after collection by you, inseparably mixed with other items; or 
e.       sealed headphones, audio or video recordings or of sealed software if unsealed by you after collection. 

E. Further disclaimers  

F. Data Privacy 

F.1 We collect and process your personal data according to our data privacy policy which will be made available to you via the Heathrow Reserve & Collect Website. 

G. Definitions  

Heathrow Airport Limited ("Heathrow"). 
Heathrow Airport, London (the "Airport"). 
The website: https://boutique.heathrow.com, where you can purchase goods offered by us to collect at the Airport (the "Heathrow Reserve & Collect Website"). 
Stripe, Inc., Stripe Payments Europe, Ltd.  and/or Stripe Payments UK, Ltd, who manage payments made on the Heathrow Reserve and Collect Website (the "Payment Service Provider"). 

APPENDIX 1  
 
HEATHROW RESERVE & COLLECT WEBSITE – RETURNS AND REFUND INFORMATION 

Please note that, although you will be making purchases via the Heathrow Reserve & Collect Website, your contract for all goods will be with us Case London Ltd. 
However, Heathrow has agreed to assist us on the Heathrow Reserve & Collect Website in processing returns and by providing related services on our behalf. 
Heathrow is not responsible to you in any way in relation to these services. 

1. When you can withdraw or cancel your sales contract 

Your legal cancellation rights

For most products that you have bought from us via the Heathrow Reserve & Collect Website, you will have a legal right under the Consumer Contracts Regulations 2013 to change your mind from the date your contract with us becomes legally binding, and for a period of 14 days of taking physical possession of the product, and receive a refund.   If you are not eligible for a legal cancellation right, this will be made clear to you by us or on the product page.

In the event that you would like to exercise your legal cancellation right in relation to a purchase, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow.  Heathrow will then process the return on our behalf.  You can do this by following the instructions below. 

If you do not collect a product on the scheduled collection date, Heathrow will contact you to confirm whether you wish to exercise your legal right to cancel or you wish to rearrange your collection.  If you wish to exercise your right to cancel or Heathrow do not hear from you within 48 hours of your collection time (in which case we will assume that you wish to exercise your legal right to cancel), then Heathrow will work with us to arrange for a refund to be processed in accordance with these Terms and Conditions (assuming of course that the legal withdrawal rights apply to the relevant product(s)).

You must not return the goods directly to us, as specified in these Terms and Conditions.  Please contact Heathrow to arrange a return using the "Heathrow Returns Promise" service and return the product to Heathrow.  Heathrow will then process the return on our behalf.

Your rights in relation to faulty or misdescribed products

If what you have bought from us via the Heathrow Reserve & Collect Website is faulty, misdescribed or otherwise non-compliant with our contract, you may have a legal right to get the product repaired or replaced or to get some or all of your money back.

Please contact us directly at https://www.caseluggage.com/contact-us if you would like to exercise your legal rights to get a product repaired or replaced.

In the event that you would like exercise your rights to return to such goods and receive a refund, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow.  Heathrow will then process the return on our behalf.  You can do this by following the instructions below. 

Unless you have asked for a product to be repaired or replaced, you must not return the goods directly to us, as specified in these Terms and Conditions.  Please contact Heathrow to arrange a return using the "Heathrow Returns Promise" service and return the product to Heathrow.  Heathrow will then process the return on our behalf.

Our enhanced 60-day return policy

We operate an enhanced 60 day returns policy.  Heathrow helps us to process returns through its "Heathrow Returns Promise" (subject to the terms and conditions below).

This 60 day return policy is more generous than your legal rights under the Consumer Contracts Regulations 2013 as set out above.  This enhanced returns policy does not affect your legal rights in relation to faulty or misdescribed products nor does it affect any more comprehensive guarantees we may offer you separately.

In the event that you would like to benefit from the "Heathrow Returns Promise" services, please return the product to Heathrow.  Heathrow will then process the return on our behalf.  You can do this by following the instructions in section 2 below. 

If you have any queries about Heathrow Returns Promise, please ask any airport retailer or call +44 (0) 800 6785 324
or email
shopping.services@heathrow.com. 

Please also see Heathrow's Frequently Asked Questions here: https://www.heathrow.com/at-the-airport/shopping/returns-promise.

To benefit from the Heathrow Returns Promise, you can only return the items to Heathrow as described below.

1. How to return your items

• Complete the automated return form made available through "Heathrow Returns Promise" and follow the instructions provided.
• All refunds made by us will be in accordance with our sale of goods terms and conditions. 
• Please note that postal restrictions apply in connection with certain products being sent from outside the UK, which may mean that you are unable to return certain products to Heathrow.  If you are able to return products, all relevant tax and import duty must be paid by you in advance when returning any goods to Heathrow.  Neither we nor Heathrow can accept items with outstanding duty.  Such items will likely be returned to you by the applicable customs authority or delivery courier (and in such event you may incur additional costs). 
• If you are returning goods from outside the UK that are faulty, misdescribed or otherwise non-compliant with our contract):-  
• If you are unable to return products due to postal restrictions, we will ask you to provide evidence that your product is faulty, misdescribed or otherwise non-compliant with our contract) and will consider your return on this basis; and
• If you are able to return the products using international shipping, we will reimburse you for the reasonable costs of your return. 
  We strongly recommended that you insure any products you return for their full value.  Neither us, nor Heathrow accept liability for any products which are lost or destroyed in the postal system.  Please note that if you are returning your items under your legal rights under the CCRs, it will be sufficient for you to show proof of posting. 

2. General advice for wrapping and packaging your goods  

• Make sure any outer containers are strong enough for their contents.
• Fragile items should not touch each other or the side of the container.
• Fill out containers with cushioning material like bubble-wrap or polystyrene chips.
• Seal securely with tape along all edges and openings.
• Flatten any share sharp edges from staples or metal fastenings, cover with tape.
• Use a FRAGILE sticker, if necessary.  Packaging should not damage the original packaging that came with a purchase that protects the item(s).
• Write a return address on the item. 

3. What happens if Heathrow Rewards points were awarded on return items? 

• Any applicable Heathrow Rewards loyalty points awarded to you for your purchase (if you are a participating member of the Heathrow Rewards loyalty scheme) will be cancelled upon your return and refund being processed.  Please see the Heathrow Rewards terms for further information.  These terms can be found at: https://www.heathrow.com/heathrow-rewards/help-and-support/terms.  

4. The Heathrow Returns Promise terms and conditions 

Our enhanced 60 day return policy is in addition to your legal rights and does not affect them.  For further information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.  

• If you change your mind about a product, please send Heathrow the returns form along with the product and proof of purchase to arrange for a full refund.  To be eligible for a refund, all items returned under the Heathrow Returns Promise must be received with proof of purchase within 60 days of purchase.  You must return the product to Heathrow at your own expense (including the cost of any custom duties, tariffs or taxes if you are returning goods from outside the UK).  Postage costs may be refunded by us at our discretion.  The Heathrow Returns Promise is offered to all consumers, regardless of where they are resident.
• Returns will be processed by Heathrow on our behalf.  Upon receipt of returned goods, Heathrow will return items to us on your behalf.  Heathrow will contact you to advise you where the items have been sent and take our instruction to process a refund.  

Please note that the Heathrow Returns Promise does not apply to the following items, and therefore, no refunds, exchanges or otherwise will be available under the Heathrow Returns Promise for: 

5.1     items that are not returned in the same condition as sold; 
5.2     earrings (unless faulty); 
5.3          lithium batteries returned from outside of the UK (due to UK postal restrictions); 
5.4          lithium batteries contained in equipment (e.g.  re-chargeable batteries found in electronic devices) returned from outside the UK.  Certain products can be returned subject to adhering to the technical instructions for the safe transport of products by air, and please refer to the CAA website (www.caa.co.uk) for further information; 
5.5     defective lithium batteries and defective items containing lithium batteries; 
5.6     liquid products, e.g.  fragrance, cosmetic products, liquor etc; 
5.7     headphones and in-ear headphones (unless faulty); 
5.8     swimwear and underwear (unless faulty); 
5.9     perishable food and beverage items; 
5.10        bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale (including watch straps); 
5.11        any purchase and/or any upgrade carried out at Heathrow of any mobile telephone and/or accessories; 
5.12        airtime (time tracked by your service provider to determine your billing costs, including without limitation making/receiving calls, SMS email and faxing) whether in connection with mobile phone purchases and/or upgrades or otherwise; 
5.13        cover plans, extended warranties or insurance policies taken out to cover product breakdown, loss, damage, wear and tear and repair; and 
5.14        travel insurance policies.  Please note that this exclusion does not affect your legal rights (nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant retailer at Heathrow).  If you have any comments concerning such a contract, you should make direct contact with the relevant retailer. 

5. What happens if I am denied a refund? 

If you are not happy with the outcome of a refund, you can contact Heathrow's customer support team at 

0800 6785324 

or

shopping.services@heathrow.com who may be able to assist you in resolving your issues with us.  We have authorised Heathrow to manage this process on our behalf.  However, if you continue to have issues, and Heathrow is unable to resolve your issue, you will be able to get in touch with us at https://www.caseluggage.com/contact-us.  
Notwithstanding this, Heathrow will not be responsible for any refunds to you as your contract for the sale of goods is between you and us.  Any refunds will be paid to you by us.