Pick Up on Return FAQs


What is the Pick Up On Return service?

The Pick Up on Return service allows departing passengers to collect their purchases on the day of their return to FCO, at the automated locker in the baggage claim area of Terminal 1.

Are there any charges for the Pick Up on Return service?

No, the service is completely free of charge.

Who can use the Pick Up On Return service?

The service is available for all passengers departing from Rome Fiumicino airport for an Italian destination or a non-Schengen European Union country (i.e. excluding Bulgaria, Romania, Cyprus and Ireland) and returning to Rome Fiumicino airport on a flight from these countries.

How do I use the Pick Up on Return service? 

The service is available for shopping in all retail outlets in Area A, including Aelia Duty Free (excluding at the moment: Pharmacy).

How does the Pick Up On Return service work? 

The Pick Up on Return service is activated directly in the shop at the time of purchase, by the sales staff who will reserve a cell in the automated locker for collection on the day of the return flight to Rome Fiumicino airport.

What personal data is required to activate the Pick Up on Return service?

First name, last name, e-mail, telephone number, date and the customer's return flight number must be provided. The customer may freely choose to provide this information solely for the purpose of providing the service. 

How much can I buy? Are there any restrictions or limitations?

There are no restrictions on the quantity/size/weight of the products. The retailer will reserve the appropriate cell for the type of purchases made. 

Are there any restrictions on the products I can purchase?

It is not possible to use the Pick Up on Return service for the collection of tobacco and spirits on sale at Aelia Duty Free. In the rest of the shops, all products can be purchased and collected via the Pick Up on Return service. 
Furthermore, it is not possible to use the Pick Up on Return service for products that need continuous refrigeration.

What happens if I do not return at the given time?

The product will remain in the automated locker for 12 hours after the return time communicated when activating the Pick Up on Return service. During this time, the passenger will be contacted by the shop in the event that they need to update their return time or change their reservation. 
If the product is not picked up at the end of the 12-hour period, the point of sale will take care of returning the product to the shop and contacting the customer to handle the delivery. 
For any needs and communications relating to the Pick Up on Return service activated, you can still send an e-mail to the address of the point of sale indicated in the various communications received or write to pickuponreturn@adr.it.

What happens if I return to a different airport?

You must write an e-mail to the point of sale concerned. The email contact is present in all communications sent concerning the service. The point of sale will support you for alternative collection of the product (shipping, collection in another shop) or will proceed with the refund.

What should I do if I cannot open the automated locker cell?

You need to make sure that you scan the QR code correctly in its original format (not a photo) in front of the QR code reader (recognisable by the red light). If the reader does not work, try entering the pick-up code manually on the touch screen.

Who can I contact in case of problems? 

If the automated locker does not work, you can contact the point of sale whose contact details can be found in the 'Reservation and locker opening details' e-mail. Alternatively, you can send an e-mail to pickuponreturn@adr.it, indicating the problem you are experiencing. If it is not possible to solve the problem, the customer will be contacted to arrange an alternative delivery method. The product will be stored for as long as is necessary in the automated locker or at the point of sale.

Where is the automated locker located for collection?

The automated locker is located in Terminal 1 Arrivals, in the baggage claim area. Whether you disembark by bus or via the finger, the automated locker is accessible and visible. Specifically, it is located immediately after the automated doors giving access to the baggage claim area.