Customer support
1 CATALOGUE AND ASSORTED PRODUCTS
1.1 How can I find the Heineken® merchandise I am looking for?

You have several options:


Click on the category of your interest (Apparel, Home & Bar, Formula 1, etc.) and simply browse through to find your desired items. You can also narrow down your search using the filters available, or select a sub-category.


You can use the search functionality in the top right corner if you are looking for a specific item.

1.2 Are the items displayed always in stock?

We provide a stock indication for each item in our shop. If an item is out of stock, a message is displayed and you will not be able to add this item to your shopping cart.


The availability of the item(s) you have selected is automatically verified before the order process is complete and if any item is unavailable, a message will be displayed. Although our stock levels are continuously updated, in rare cases, an item may sell out at the moment you complete your order. If this is the case, Customer Service will contact you.

1.3 Will sold out items be available again?

We aim to have all items displayed in our shop in stock. Please note we do review and change our catalogue regularly based on customer feedback, seasonality, sponsorships, and availability of limited edition items. As a general rule, an item that is sold out in a certain size and/or colour might become available again.

2 PERSONALIZED PRODUCTS
2.1 How many days will my personalized item take to arrive?

All personalised orders may require 3 - 5 additional business days to ship.

2.2 What happens if you do not comply with the text guidelines?

All orders are checked by our quality assurance team. If your text is refused you will be offered either to change your personalised text and restart the process or cancel the order and receive a refund for your order.

2.3 Are there any special guidelines when personalized items?

Yes - we have listed all our guidelines in our Terms & Conditions.

2.4 How does the return policy work with personalized Items?

You may not return the product(s) to claim a refund if the product(s) are personalised with an engraving executed at the customer's request. In the remote case that are errors from our side, please contact customer service and we will apply the regular return policy.

2.5 How many and what kind characters can you write in your personalized item?

Only letters, numbers and symbols from the Latin alphabet will be accepted.

3 PAYMENT
3.1 What payment options do I have?

We offer the following payment options:

 

  • Visa
  • Mastercard
  • Maestro
  • BanContact
  • Giropay
  • PayPal
  • PaySafecard
  • iDeal
  • American Express 

 

Payment on HeinekenStore.com is secured with up-to-date security standards.

3.2 Is there a minimum order value?

The minimum order value is €20/£20.

3.3 Do the prices in the shop include VAT?

Yes, prices in the store include local VAT with the exception of Switzerland. Applicable VAT depends on the country you are placing your order from. 

Price shown includes Dutch VAT. Final price may change based on your shipping address. A breakdown of the price is provided in both the checkout and the invoice. You will receive the invoice in the order confirmation email after completing your order.

 

IMPORTANT NOTE: Switzerland VAT: Switzerland is not a member of the European Union, therefore the Swiss VAT of 8% is not charged in our Store. 

The Swiss Tax is pre-paid by our shipment provider on your behalf hence you will have to pay the VAT upon reception of the goods.

A separate invoice for Swiss VAT from our shipment provider after delivery of the order will be provided.

For details on shipments to Switzerland please click here.

3.4 I have a discount code for HeinekenStore.com. How can I redeem this discount?

If you have a valid discount code, you can apply this discount on your order by adding the code in the DISCOUNT CODE field in the Cart page or when checking out. After clicking APPLY, the appropriate discount will be applied to your order

3.5 Can I save my payment details for next time?

You can save your address, but not your specific payment details.

3.6 Can you guarantee that my payments will be secure?

We use a secure third party payment provider to ensure that your payment is processed in a secure manner. We do not store any of your payment information on our site.

3.7 When I try to pay for my order, I get an error message. What should I do?

Check whether the information you entered contains any errors and try again, or try a different payment method. If you need assistance, feel free to contact our customer service.

4 DELIVERY
4.1 What delivery options are available?

We offer standard delivery. Delivery speed is dependent on shipping address. Please see below an indication of the shipping times per country. The actual shipping times are shown after you select a shipment method in the checkout process. 

 

We deliver to the following countries:

Austria  3-4 working days Belgium  1-2 working days Bulgaria 4-5 working days
Croatia 4-5 working days Czech Republic 4-5 working days Denmark 4-5 working days
Estonia 4-5 working days Finland 6+ working days Hungary 2-3 working days
Germany 3-4 working days Greece 6-7 working days Latvia 3-4 working days
Iceland   4-6+ working days Ireland 4-5 working days Malta 4-6+ working days
Lithuania  3-4 working days Luxembourg  1-2 working days Switzerland 4-5 working days
Netherlands, The  1-2 working days Poland  2-3 working days Portugal 5-6 working days
Romania  5-6 working days Slovakia  2-3 working days Slovenia 3-4 working days
Spain 4-5 working days Sweden 3-4 working days United Kingdom 3-4 working days
Cyprus 4-6+ working days Liechtenstein 4-5 working days    


Unfortunately we have some areas where we are unable to deliver to. If you select a shipment address within an excluded area, you will get notified in the checkout process.

 

4.2 How much does delivery cost?

We offer free standard shipping on orders of €/£50 and above. You are charged €/£2.99 for shipping costs on orders below €/£50.

4.3 How can I track my order?

You will receive a shipment confirmation via email with a link to track your order.

4.4 Can I have my order delivered to a different address than my billing address?

Yes, you can have your order delivered wherever you like within your country. You can save multiple addresses in your profile for easy access in future.

4.5 What happens if I am not at home when the order is delivered?

If no one is available to accept the delivery, our third party delivery provider will leave a note stating that delivery was attempted. This note will indicate at which location the goods will be stored and can be collected by you. You can also request a second delivery attempt by following the instructions on the note. If the goods cannot be delivered after a second attempt (if such was agreed), or have not been picked up within 10 working days after failure of the first attempt delivery, your goods will be returned to us and we will cancel your order

4.6 Who should I contact if there's an issue with my delivery?

In case of any issues, please contact our customer service.

4.7 Which countries do you serve?

We deliver in the following countries:

 

Austria Belgium Bulgaria Croatia
Czech Republic Denmark Estonia Finland
France Germany  Greece Hungary
Iceland Ireland Latvia Lithuania
Luxembourg Malta Netherlands, The Poland
Portugal Romania Slovakia Slovenia
Spain Sweden United Kingdom Cyprus
Liechtenstein Norway Switzerland  

 

Unfortunately we have some areas where we are unable to deliver to. If you select a shipment address within an excluded area, you will get notified in the checkout process.

 

The Italian store can be found here: https://it.heinekenstore.com/

4.8 I live in Switzerland, do I need to pay VAT upon reception of my order?

Yes. Switzerland is not a member of the European Union, therefore the Swiss VAT of 8% is not charged in our Store.  
 
The Swiss Tax is pre-paid by our shipment provider on your behalf hence you will have to pay the VAT upon reception of the goods. 
A separate invoice for Swiss VAT from our shipment provider after delivery of the order will be provided. 


For details on shipments to Switzerland please click here.

5 RETURNS
5.1 Can I return the products?

You can return your order within 14 days after you receive the package. To return your order, you just need to let us know that you have decided to return. 

You can do this by:

1) Phone: Click here for free international numbers.

2) Fill out the Cancellation Form and send it to our Customer Service by email: contact@heinekenstore.com

 

Once we receive your cancellation our Customer Service team will send you the return label. You can bring the return package including the return label to a carrier access point. No shipping costs are incurred by the customer. In case there is no carrier access point available in your city, Customer Service can arrange a pick-up service. Please note that you need to return your products within 14 days after the cancellation of the order. 

 

Please handle the return items with care. The items are your responsibility until they reach our warehouse, so make sure they are packed properly to ensure they are not damaged on the way back to us. Any returned items should be in a fully re-saleable condition, with the exception of items which are faulty. The items for return cannot be used or damaged, and must be in the original packaging. Please send any clothing items that are being returned due to fit with the original packaging. If you wish to return underwear or swimwear, please do not remove the original wrapping for hygiene reasons. If an item cannot be returned it will be noted in the product details on the website.

 

Within 14 days from the day our warehouse received your return, you will be refunded the price paid for returned products. Please note we can only reimburse the purchase price to the bank account or credit card that was used to place the order.

5.2 How will I be refunded?

We refund the purchase price to the bank account or credit card that was used when placing the order. We will process the refund within 14 working days. Please note that your financial institution may take longer to reflect the transaction

5.3 Are returns free?

Returns are free of charge. Please follow the steps explained in paragraph 4.1 to return your order or item(s).

5.4 Can I exchange the products?

Currently we are unable to offer an exchange service. If you wish to receive an item in another color or size, please return this item for a refund and place a new order.

6 MY ACCOUNT
6.1 How can I update my personal information?

You can view, edit and delete your personal information in the My Account section.

6.2 How can I remove myself from your email list?

You can edit your communication preferences under the Newsletters section of the My Account section, or contact our Customer Service. 

6.3 I forgot my password. What can I do?

Reset your password by clicking on ‘forgot my password’ on the login page.

7 PRODUCT WARRANTY
7.1 What is your warranty policy?

Our warranty policy can be found under point 2.8 of our Terms & Conditions.

8 CUSTOMER SERVICE
8.1 How can I contact customer service?

Our customer service centre will be glad to support you. Please send us an email or contact us by phone.
Email: contact@heinekenstore.com 
Phone number: click here for free International numbers.

Monday - Friday from 8.00 - 18.00 (CET/CEST). We are closed on bank holidays. Click here for a list of holidays.

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← Return to the back office    This store is under construction Any orders placed will not be honored or fulfilled Hide
← Return to the back office    This store is under construction Any orders placed will not be honored or fulfilled Hide