NATS air traffic control technical issue

Following Tuesday's technical issue affecting NATS air traffic control, Heathrow is operating as normal today and our airport systems are functioning as expected. We continue to work closely with airlines to support their recovery, and while the vast majority of flights are operating as scheduled, there may still be some changes to airline timetables. We know the knock-on effects of Tuesday's disruption have been frustrating, and we thank those affected for their patience. Passengers should check with their airline for the latest flight information before travelling to Heathrow.

Live flight departures

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Returns Promise

If you've changed your mind about a purchase at Heathrow, don't worry. In most cases, we'll be happy to accept a return.

How it works
  1. Make sure you're eligible to make returns

    If there are any issues with your purchase – or you just changed your mind – we are pleased to operate a 60-day returns service. However, you should refer to our Returns Policy for full details of your eligibility to use this service.

  1. How to make a return: If you paid at the airport

    If you are eligible and want to return a product reserved through Heathrow's Reserve & Collect website, and the order was paid for at a Heathrow Collection Point or within a shop at the airport, please use the Returns Form to complete your return.

  1. How to make a return: If you paid online

    If you are eligible and want to return a product purchased through Reserve & Collect and you paid for it online before collecting from the airport, please log in here with your order details to complete your return.

  1. Extra charges apply for customers outside the UK 

    Customers returning items from outside the UK must pay all relevant tax and import duty in advance – we cannot accept items with outstanding duty, these will be returned to you automatically.

  1. We do not process returns from World Duty Free, Bulgari or Hermès.

    To return items purchased from them, please contact World Duty Free directly.

Get in touch

Contact our Shopping Services team if you have any questions about our Returns Promise or any other shopping service at the airport.

Contact the team