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

You have a few options:  
Click on the category of your interest (apparel, home & bar, gifts, Formula 1...) 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 items you 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 that are 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 PAYMENT
2.1 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.

2.2 Is there a minimum order value?

There is no minimum order value and no surcharge for small orders in our shop.

2.3 Do the prices in the shop include VAT?

Yes, prices in the store include local VAT EXCEPT for Switzerland. Applicable VAT depends on the country you are ordering from. 
Price shown includes Dutch VAT. Final price may change based on your shipping address. A breakdown of the price is provided in the checkout and the invoice. You will receive the invoice in the order confirmation email after completing your order


IMPORTANT NOTE: Switzerland VAT: As 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 see: https://www.ezv.admin.ch/ezv/en/home/information-individuals/online-shopping--mail-and-courier-consignments.html

2.4 I have a discount code for the 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.

2.5 Can I save my payment details for next time?

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

2.6 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.

2.7 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 at contact@heinekenstore.com or by phone. See below the list of phone numbers per country.

3 DELIVERY
3.1 What delivery options are available?

We offer standard delivery: delivery within 6 working days. Delivery speed is dependent on shipping address. Actual shipping times are shown after you select a shipment method in the checkout process. We deliver to 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.

 

3.2 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. 

3.3 How can I track my order?

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

3.4 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.

3.5 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.

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

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

3.7 Which countries do you serve?

We deliver in the following countries:

 

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

 

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/

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

Yes, as 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 see: https://www.ezv.admin.ch/ezv/en/home/information-individuals/online-shopping--mail-and-courier-consignments.html

4 RETURNS
4.1 Can I return the products?

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

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 contact you and send 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 in your city available, 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're packed up properly and can't get damaged on the way. Any returned items should be in a fully re-saleable condition, with exception of items which are faulty. The items for return cannot be used, damaged and must to be in the original packaging. Of course, fitting clothing is allowed. 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.

4.2 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.

4.3 Are returns free?

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

4.4 Can I exchange the products?

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

5 MY ACCOUNT
5.1 How can I update my personal information?

You can view, edit and delete your personal information in the 'my account' section.

5.2 How can I remove myself from your email list?

Edit your communication preferences under the ‘Newsletters’ of My Account section.

5.3 I forgot my password. What can I do?

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

6 CUSTOMER SERVICE
6.1 How can I contact customer service?

Our customer service center 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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