Frequently Asked Questions
Q: What should I do if I can’t find the product I am looking for?
A: The first thing to do is to go to the A-Z product / brand index. There is a link to this index underneath the Search box in the top right hand corner of the site. If you still can’t find the product you require then you can email us at support@highlifeshop.com or call us on 0845 6000 757 from the UK or 0044 870 241 0777 from outside the UK.
Q: I am confused about how to place an order through the website – can I order over the phone?
A: If you have any problems placing your order you can contact us by email at support@highlifeshop.com or call us on 0845 6000 757 from the UK or 0044 870 241 0777 from outside the UK.
Q: Can I redeem my Highlife Shop! vouchers on the website?
A: Highlife Shop! vouchers cannot currently be redeemed online. This is something we are developing and we hope to offer this service shortly. Until then, vouchers can either be used on board your next British Airways flight where the Highlife Shop! service is available, or redeemed through our Customer Services team whose details can be found under Contact Us on the Customer Service page.
Q: Why will the address section not let me select a country other than the UK?
A: Web purchases can only be delivered to UK addresses. If you would like a product to be delivered to an overseas address please call 0845 6000 757 from the UK or 0044 870 241 0777 from outside the UK. For full details of overseas deliveries please refer to the Delivery Information section. Alternatively, if you see something that catches your eye, be sure to make a note of the product name and purchase the item next time you fly with British Airways.
Q: Do I earn Executive Club Points on online purchases?
A: Online purchases do not currently attract Executive Club Points, however this is something we are developing and we hope to offer this service shortly.
Q: How do I return goods and what information do I need to provide?
A: Please refer to our Returns Policy, which can be found in the Customer Service section of the site.
Q: Why can’t I buy Spirits & Tobacco online?
A: British Airways is unable to offer these products for sale online. However these products are available on board British Airways flights.
Q: Will the product I would like to purchase be available on my British Airways flight?
A: British Airways carries different High High Life Shop! products on its Longhaul and Shorthaul flights. Each product page displayed on the High Life Shop! website includes a statement clarifying on which flights the product is available. For a full list of British Airways Longhaul and Shorthaul flights please refer to the BA Route Definitions. We endeavor to have full availability of products on board at all times, however if for any reason the product you wish to purchase is not available, you will be able to place a mail order or phone order for the item in question.
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