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You make us fly

Frequently Asked Questions

What should I do if I can’t find the product I am looking for?
The first thing to do is to use the 'Search' at the top of the page. If you still can’t find the product you require then you can email us at support@highlifeshop.com or call us on 0345 6000 757 from the UK or 0044 370 241 0777 from outside the UK.

I am confused about how to place an order through the website – can I order over the phone?
If you have any problems placing your order you can contact us by email at support@highlifeshop.com or call us on 0345 6000 757 from the UK or 0044 370 241 0777 from outside the UK.

Can I redeem my High Life Shop vouchers on the website?
High Life Shop vouchers cannot currently be redeemed online, however, you can redeem the vouchers by calling our Customer Service team whose details can be found above, or on the Contact Us page. 

How to redeem High Life Shop Vouchers?
Click here for further information

What happens if my flight plans change?

Just call our Customer Service team on 0345 6000 757 and +44 (0) 370 241 0777 if you are outside the UK. We’ll make sure you receive your order on the altered flight. 

How do I return goods and what information do I need to provide?

Please refer to our Returns Policy, which can be found in the Terms and Conditions section.

Why will the address section not let me select a country other than the UK?
We currently offer home delivery to the UK addresses*. If you live outside the UK, and see something that catches your eye, you can pre-purchase the product for onboard delivery on your future flight. Alternatively, please contact Customer Service team to discuss an overseas delivery. Deliveries to addresses outside of the UK may carry an additional charge. Local import duties may also be payable upon receipt. We reserve the right not to deliver overseas if we believe the address is not secure, for example PO Box addresses and certain countries.

*A UK address is defined as being in England, North Ireland, Scotland, Wales, Isle of Man, Channel Islands and BFPO addresses.

Do I earn Avios on online purchases?
You can earn Avios points on online High Life Shop orders delivered to you onboard, or from your Cabin Crew member when you pre-purchase on board for delivery to your next British Airways flight. Collect two Avios points for every £1 you spend at highlifeshop.com. When shopping online, your Avios will be automatically added to your Executive Club account. When shopping on board, show your Executive Club membership details to a Cabin Crew member when you pay. For more information about Avios, please click here

Can I pre-purchase goods the day before I fly?
You can place your Speedbird Café pre-purchase at least 12 hours before your flight if you are departing from London Heathrow or Gatwick. For UK domestic and short haul flights into London, food and drink must be purchased no later than 24 hours before departure. For some short haul flights into London, food and drink should be purchased at least 30 hours before your flight. For a list of flights with a longer 30 hours lead time, please click here.

For High Life Shop items, please place your order no later than 12 hours before your flight if you are departing from London, and at least 24 hours beforehand if you are flying from short haul European destination.  If you are flying from long haul destination, we require at least 72 hours to fulfil your order.

For more information about order times, please click here

How do I cancel my order? What if I’ve missed my flight?
Simply call our Customer Service team and we will refund your money. The contact details can be found above, or on the Contact Us page.

How will my pre-purchase be delivered?
After placing your order online, from a Cabin Crew member on board or through Customer Service team, your goods will be delivered to you on the aircraft, on the flight you specified. Please bring your order confirmation e-mail with your transaction number to show to a Cabin Crew member when receiving your items.

Can I pay on delivery?
All payments will have to be made at the time of ordering online or through Customer Service team.

Which credit cards are accepted?
We accept all major charge and credit cards.

Why spirits, tobacco and fragrances are not available for home delivery?
British Airways is unable to offer fragrances, spirits, tobacco and selected products from other categories at duty free and tax free prices for home delivery. However these products can be pre-purchased online and delivered directly to your seat during your next British Airways flight.

Can I buy on board?

If you didn’t manage to pre-purchase your snack and drink before the flight, you may choose from a smaller Speedbird Café Onboard range, available on board selected flights (subject to availability).

Our High Life Shop range of gifts can be pre-purchased online and the products will not be available on board. You can buy your duty and tax-free products before you fly for delivery to your seat. For more information about our pre-purchase service, please click here.

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