Store & Service Information
Customer Service
We endeavour to respond to you within seven business days. We thank you for your patience and apologise for any inconvenience caused.
Trading Hours
Last updated 19 September 2024
Sydney International Airport
Departures: Main store (immediately after security) Monday - Sunday 4.30am - 10pm AEST, Store near Gates 50-63 Monday - Sunday 4:30am - 10pm AEST
Arrivals: Our stores are open for all arriving flights
Sydney Domestic Airport T2
Monday - Sunday 6:00am - 10:00pm AEST
Sydney Domestic Airport T3
Monday - Sunday 6:00am - 10:00pm AEST
Gold Coast International Airport
Arrivals & Departures: Monday - Sunday 4.15am - 10pm AEST. Opening hours may vary due to limited flights.
Gold Coast Domestic Airport
Monday - Sunday 5:00am - 8:00pm AEST
For more information, please proceed to Locations & Hours.
In Store Services
Click & Collect
Place an online order for your duty free purchase from 30 days prior up to 24 hours before your flight. Then simply pick up your order at one of our collection points in store. Please have your order confirmation, credit card used to transact, passport and boarding pass ready to collect your online order.
Pick Up Points
| SYDNEY | Arrivals |
| The ‘Pick Up’ counter is located at the front of the store. Please have your order confirmation, credit card used to transact, and passport ready. | |
| Departures | |
| The ‘Pick Up’ counter is located within the Cashier section of the Liquor department. Enter our store once you clear Customs and it is on your left, near Gates 8-10. | |
| GOLD COAST | The ‘Pick Up’ counter is located at the Cashier counter in both Departures & Arrivals stores. Please have your order confirmation and passport (and boarding pass for departures) ready. |
Shop & Collect
Shop in our International Departures stores and we will hold your purchase, ready for you to collect in Arrivals upon return. Shop & Collect delivers the convenience of tax & duty free shopping without the extra baggage. Ask our friendly staff in store about arranging your next 'Shop & Collect'.
Forget to pick up your Shop & Collect purchase? Due to customs regulation we cannot handover your purchase once you've cleared customs. If we are currently holding your purchase, we can only issue you a refund. Please contact us via email at service@heinemann.com.au with your details and a copy of your reciept.
Click & Collect
Using our Click & Collect service, you can take your time browsing our extensive catalogue online before your travels and purchase them, ready for you to collect at the airport – at your convenience.
Online purchases can be made from 30 days prior up to 24 hours before your flight and then can simply be picked up at one of our collection points.
If you're Departing, your online order will be ready at our Departures Shop in time for your flight and can be picked up when you pass by on your way to the gate. For arrivals Click & Collect service, your purchases will be ready for you upon arrival at our Arrivals Shop at your home airport and can be picked up when you pass by on your way to customs and immigration. You can shop online in peace and quiet and take your journey in an even more relaxed way without waiting times.
It's simple:
Select the products you want and put them in your shopping basket.
Register your details for checkout. You will only have to register once as a new customer.
Provide flight details, including travel date and destination airport.
Proceed with Payment
- Receive confirmation e-mail.
- Don't forget your passport and boarding pass on the day of travel!At the airport, you can easily pick up your shopping at your Heinemann Tax & Duty Free Shop.
Pick Up Points
Departures (Sydney): the ‘Pick Up’ counter is located immediately after passing Security Screening; it is on the far right next to Travel Accessories. Please have your order confirmation, passport and boarding pass ready.
Arrivals (Sydney): the ‘Pick Up’ counter is located at the front of the stores. Please have your order confirmation and passport ready.
Gold Coast: the ‘Pick Up’ counter is located at the Cashier counter at the Arrivals Shop. Please have your order confirmation and passport (and boarding pass for departures) ready.
Shop & Collect
Shop & collect offers the convenience of leaving your shopping with us during your travels.
Using our shop & collect service, you can enjoy the luxury of travelling lighter without missing out on shopping our extensive range at tax & duty free prices. Shop in our Departures store ahead of your flight and we will then keep your purchases ready for you to collect upon return at Arrivals.
It's that simple:
Once chosen in our Departures store, take your items to any register and advise the operator that you would like to collect them on your return.
Supply us with your collection date and the flight you will be on, then once paid, leave them with us. Please keep your receipt safe as you will need this when you pick up your purchase.
Upon your arrival into one of our shops at the airport, go to the ’Pick Up’ counter and show your receipt and a form of photo ID (usually your passport), then check that the goods are correct and take them with you.
Ask our friendly staff in-store about arranging your ‘Shop & Collect’ service today.
NOTE: If any of your details change for any reason, e.g. your flight changes, please let us know in writing by emailing Customer Care at service@heinemann.com.au
Pick Up Points
Arrivals (Sydney): the ‘Pick Up’ counter is located at the front of the stores. Please have your order confirmation and passport ready.
Gold Coast: the ‘Pick Up’ counter is located at the Cashier counter. Please have your order confirmation and passport (and boarding pass for departures) ready.