Our commitment to you
We are committed to providing all our valued customers with products and services that are of exceptional quality and adhere to the highest of standards. For more information on this, please see our full exchanges and refunds policy below in clause 8.
Terms and Conditions
Your use of the Highlifeshop.com platform (“Highlifeshop.com”), use of our buy-before-you-fly food and drink (“High Life Café”) and a boutique (“High Life Shop”) service and any transactions, orders or interactions that you have with us are subject to the terms and conditions set out below. Please read them carefully and ensure that you understand them correctly. For these terms and conditions, the United Kingdom (“UK”) shall mean England, Northern Ireland, Scotland, Wales, Isle of Man, Channel Islands, and BFPO addresses.
These terms and conditions contain specific clauses which (i) may limit the risk or liability of Tourvest or a third party; (ii) may create risk or liability for you; (iii) may compel you to indemnify Tourvest or a third party; and/or (iv) may serve as an acknowledgement by you of a fact.
If there is any provision in these terms and conditions that you do not understand, it is your responsibility to ask us to explain it to you before you accept the terms and conditions or continue using online services.
Nothing in these terms and conditions are intended or must be understood to unlawfully restrict, limit or avoid any right or obligation, as the case may be, created for either you or us in terms of applicable consumer protection legislation in force from time to time.
These terms and conditions are published by Tourvest Duty Free (UK) Ltd t/a Tourvest Retail Services (“Tourvest”, "We”, "Us”, or "Our”) on behalf of British Airways Plc and British Airways Euroflyer Limited ("BA”) and may be varied, amended or updated from time to time. Tourvest has its registered office at One Crown Square, Church Street East, Woking GU21 6HR, UK, and is a company registered in England and Wales (Company number 05034988 VAT number 832 756 514). If you have any comments or queries relating to any aspect of Highlifeshop.com or our services, please contact us using the communication channels set out at the end of these terms and conditions in clause 15.
2. Pre-purchasing from High Life Shop for on-board delivery
2.1 To initiate a purchase request for a product on High Life Shop, either:
• place an order at our website www.highlifeshop.com (new customers must register to purchase);
• place an order using the telephone numbers in our exchanges and returns section in clause 8 below; or
• place an order with a crew member for on-board delivery of the item on the return sector of your journey (available on selected flights only).
For the purposes of these terms, a request is an offer to purchase initiated by you, which, if accepted by us, becomes a legally binding agreement between you and Tourvest.
2.2 No request shall be deemed to be accepted by us unless and until it is confirmed in writing or telephonically by us and payment has been effected in full, with cleared funds having been received by us in terms of your preferred method of payment. Tourvest reserves the right to decline or reject any request at its sole and exclusive discretion.
2.3 You are responsible for accurately specifying the terms of your request. If, due to any variation in the price of the products, the price of the product is materially different from that set out in your request, we will contact you for clarity before processing your order in accordance with these terms.
2.4 Online requests are limited to 10 products only. All products are sold for personal use only and not for resale.
2.5 Products are available for pre-purchase and delivery on selected participating flights only.
3. Placing an order for the food and drink (“High Life Café”) service
3.1 Purchase for the High Life Café service can be placed:
• On our website www.highlifeshop.com (new customers must register to purchase) on the website;
• telephonically via our customer services call centre (on the designated telephone number set out in clause 15 below);
• in-flight on domestic and short haul flights (when the in-flight service resumes); or
• pre-purchase with a crew member for delivery on the return sector of your journey.
3.2 Please ensure that you are aware and informed of the constituents of the items you order via the High Life Café service, considering your dietary needs, allergies, and other special requirements.
3.3 We can only serve alcohol and alcoholic beverages to passengers 18 years and older. We reserve the right to request that you provide proof of identity to verify your age. Tourvest may, in its sole discretion, refuse to serve alcohol or alcoholic beverages to you if you cannot provide us with proof of identity on request.
3.4 The pre-purchased meal served during your flight may differ slightly in size, taste or appearance from the visual or the written description on the Highlifeshop.com website.
4. Product availability and descriptions
4.1 We take great care in ensuring that all product information and pricing regarding products and items featured on the Highlifeshop.com website are accurate. However, our products are continually updated, and the images, specifications, and prices are subject to periodic change. The representation of colours online may vary from the actual product colours available. Products shown may not be to scale, and we cannot guarantee their size, dimensions, or suitability. Products are propped for size and to show their usage. Unless explicitly specified, advertising props are not included with the product purchase.
4.2 All products are subject to availability. If your chosen products or items are unavailable, we will suspend your request and notify you accordingly. If we have already processed your payment, you may choose either a full refund or to receive the products when they become available again unless they do not come back into stock, in which case, only a refund will be available.
4.3 If all or part of your products purchased via the pre-purchase service are not delivered or your order is incomplete then please contact us using the methods shown below in our exchanges and returns section in clause 8 below. We regret that we are unable to exchange or refund pre-purchased items on board.
5. Errors and omissions
5.1 We make every effort to ensure that our pricing and product descriptions are accurate. Any typographical, clerical, or other error or omission on the High Life Shop website shall be subject to correction without any liability on Tourvest or BA's part.
6. Pricing information
6.1 The price of the products will be the price set out on the Highifeshop.com website (or such price as otherwise notified to you in accordance with these terms).
6.2 We reserve the right to change the prices displayed on the High-lifeshop.com website anytime. To the extent that it is used, “RRP” means the recommended retail price on the high street in the UK and is displayed merely as a guideline and not the actual sale price. This is not applicable to buy before you fly (“High Life Café”) service.
6.3 Prices for products on the website are shown in Pound Sterling (“GBP”) and, where applicable, are inclusive of UK value-added tax (“VAT”).
6.4 Where applicable and in the context of home delivery only, the prices for the products exclude delivery and shipping costs. The delivery and shipping costs will be communicated to you during the check-out process before you confirm your order. The delivery and shipping costs will be added to the total amount due and will vary according to the geographical location of your delivery address.
6.5 Card payments will appear on your payment card statement as “Tourvest/BA Retail”. Transactions will be effected in £ Sterling (“GBP”) and may be converted by your card issuer into your home currency. We have no control over and assume no responsibility for the rate of exchange used by your card provider, nor over any transaction fee which may be applied by the card provider.
7. Card payments
7.1 All flights are cashless, with no cash being accepted on board.
7.2 Acceptable payment channels include:
• payment by credit card or debit card;
• payment with High Life Shop vouchers (for home delivery only)
• contactless payment methods.
7.3 When placing an order via the customer services call centre, please note the following:
• We accept all major charges and credit cards.
• By presenting us with a payment card or details thereof, you confirm and warrant that:
(a) your use of the card to pay for products specified in the request is duly authorised; and
(b) that you authorise us to take payment of the full price of the products and all other amounts due, such as delivery charges.
• We may confirm any such transactions with you telephonically or by email before effecting payment.
8. Returns and cancellations of High Life Shop
A. Unwanted products
8.1 Subject to clauses 8.5 and 8.8, we will refund or exchange unwanted products within 28 days of purchase, provided that you notify us of your intention to do so within that time. Notification of your intention to cancel should be made to us in a clear statement, either by downloading, completing, and returning this Cancellation Form to firstname.lastname@example.org, FREEPOST HIGH LIFE SHOP, or by calling 0345 6000 757. To meet the cancellation deadline, it is sufficient for you to send your cancellation notice before the cancellation period has lapsed.
8.2 Subject to clauses 8.5 and 8.8, if the supplied products are defective or are not as described, we will:
8.2.1 if you notify us within 28 days of receipt: we offer you the choice between a full refund, repair, or replacement; or
8.2.2 if you notify us between 29 days and 6 months of receipt: we offer you either a repair or a replacement.
8.3 Please note that goods shall not be considered defective where a defect is due to ordinary wear and tear, wilful damage, or negligence.
8.4 Other than products purchased on board; products that have been personalised or customised to your order; which deteriorate or perish rapidly; which were sealed for hygiene purposes; (including items of jewellery and earrings); you may cancel your request for any reason by notifying us in writing at any time before the receipt of the products. We will either (i) refund the value of the products to your payment card or, where preferred and possible, (ii) replace the products with alternative products of equal value.
C. For returns and cancellations
8.5 For returns and/or cancellations under clauses 8.1 to 8.4 above, we must receive the products back from you:
(a) within 14 days of your notification;
(b) with the original receipt or delivery note;
(c) with a covering letter (specifying your order number, order date, delivery address, contact details, details of the defect (if any) and whether you require a refund/exchange/repair as may be applicable); and
(d) in an unused condition with the original product packaging intact.
8.6 We are not liable for returned products lost or damaged in transit. Proof of postage does not constitute proof of receipt of delivery to us. You are obliged to take reasonable care to ensure that the products returned are not damaged in transit and, if appropriate, arrange suitable shipping insurance.
8.7 We will, within 14 days of the products being received by us, refund to the same method of payment initially used the reasonable costs of delivery of products returned to us in the event of the product being defective due to “out of box failure”, or manufacturing defects. Goods ordered for home delivery via a High Life Shop voucher may only be exchanged or replaced with goods of the same value.
8.8 We do not offer replacements for defective or unwanted fragrances in the interests of hygiene. You will be issued a full refund instead.
8.9 Pre-purchased goods cannot be replaced or exchanged on board a flight and must be returned per the returns process outlined above in clause 8.5
D. Refunds and returns of High Life Café service items
8.10 If you are not entirely satisfied with the quality, type, content, taste, or other items ordered via the High Life Café service, our customer services department will refund you in full.
E. Refunds for transactions paid in Avios
If your payment has been made in Avios, the refund will be processed in the Avios currency.
9. Limitation of liability
9.1 Subject to clause 9.2 and to the fullest extent permitted by law, neither Tourvest nor BA shall be liable for any loss or damage, whether by contract, negligence, or otherwise, where the loss or damage is an indirect result of any breach of a legal duty of care owed to you by us. To the fullest extent allowed by law, if any of the limitations or exclusions of our liability in these terms and conditions are held by any competent court, arbitrator, or authority to be invalid or unenforceable, in no event will our total cumulative liability to you exceed the amounts paid by you to us in respect of the cause of action under which your applicable claim arose.
9.2 We have the right to suspend or cancel our obligations (without liability to you) in whole or in part if we are delayed or prevented from carrying on our business or any of our obligations under these terms and conditions arising out of circumstances beyond our reasonable control.
9.3 You hereby indemnify us against any loss, liability, expense, claim, penalty, or damage ("loss"), whether direct, indirect, special, or consequential, arising from a breach of a warrant which you gave to us.
9.4 No third party (excluding any member of the BA group, who shall have such benefit and right) shall have the benefit of or the right to enforce these terms and conditions under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
9.5 These terms and conditions set out the entire agreement and understanding between you and us in connection with the sale of the products. You agree that you have not entered into this agreement in reliance of any representation made by or on behalf of Tourvest or BA except insofar as contained in these terms and conditions.
10. Spending and earning Avios points
10.1 Avios points are awarded per the British Airways Executive Club terms and conditions, available here www.britishairways.com/avios. The following spend and earn rules apply to the use of Avios points. To redeem and collect Avios points for pre-purchased items on board, you must present your Executive Club card membership number on the British Airways app or to the cabin crew member when you pay.
10.2 High Life Shop products:
a) You can spend Avios on High Life Shop when you pre-purchase online or in-flight with the cabin crew for delivery to your selected flight (full payment in Avios points only).
b) You can collect Avios on High Life Shop when you pre-purchase at highlifeshop.com or on board with the cabin crew for delivery on your next flight.
10.3 High Life Café purchases:
a) You can spend Avios on High Life Café when you pre-purchase online for delivery to your selected flight or in-flight with the cabin crew (full payment in Avios points only)
(b) You cannot collect Avios on the High Life Café Onboard product range in-flight.
(c) You cannot collect Avios on High Life Café products when you pre-purchase at highlifeshop.com or on board with the cabin crew for delivery to your next flight.
10.4 Home Delivery orders:
(a) You can spend Avios points on products selected from High Life Shop for Home Delivery.
(b) You cannot earn Avios points for products selected for High Life Shop for Home Delivery.
11. Offers, promotions, and newsletters
A. Free UK home delivery on orders over £60
1. This offer applies to all UK addresses, including Northern Ireland, Scotland, Wales, the Isle of Man, and the Channel Islands.
2. To all home delivery orders over £60 after deducting any other offer, promotion, or discount value.
3. This offer can be used with any other available offers.
4. The offer and any associated products are subject to availability.
5. Returned items will be refunded at a price paid by you.
6. The order you place with Highlifeshop.com will be subject to the provisions of these terms and conditions.
B. Black Friday Sale:
1. Sale ends 27 November 2023, 23:59 GMT.
2. Sale is available on selected goods for a limited time while stocks last. The sale and any associated products are subject to availability.
3. You need to be 18+ to purchase.
4. Sale cannot be used in conjunction with any other promotion, where applicable.
5. If a replacement product is required (same type, value, and quantity as purchased during the promotional period) but is not available, a refund shall happen. Your statutory rights are not affected. If a replacement or refund is required, the full process shall be followed as per High Life Shop Terms & Conditions.
6. Items pre-purchased during the promotional period can be delivered upon your next flight. Your flight does not have to take place during the promotion period.
7. Orders placed with High Life Shop will be subject to the full Terms & Conditions published by Tourvest Duty Free (UK) Ltd. T/A Tourvest Retail Services.
8. Promoter - Tourvest Duty Free (UK) Ltd. T/A Tourvest Retail Services.
12. Governing law and jurisdiction
These Terms and Conditions shall be subject to English law, and the parties agree and hereby assent to the exclusive jurisdiction of the English courts.
13. Privacy and data protection
We reserve the right to vary, amend or change these terms and conditions at any time and for any purpose we deem necessary. Any revised version will govern requests and our relationship with you and will replace these terms.
15. Our contact information: