Frequently Asked Questions

Yes. The Heineken® Flagship Store is open to anyone and can be visited without a tour ticket.

The Heineken® Flagship Store follows the same opening hours as the Heineken Experience: 10:30 to 21:00. Visitors without a tour ticket can visit the store until 20:30.

Yes. A selection of Heineken® merchandise is available online through Beerwulf, with delivery to the Netherlands, UK, Germany, Belgium and Austria. Visit beerwulf.com to shop online.

Digital souvenirs are usually emailed within a few hours, but can sometimes take up to a few days. If you have not received yours, check your spam folder first. Still nothing? Email service.experience@heineken.com.

First, check your spam or junk folder. If your digital souvenirs are not there, contact service.experience@heineken.com with your booking details and we will help you out.

Yes. Groups are welcome at the Heineken Experience. You can buy up to 25 tickets in a single online booking. Group bookings on Saturdays are not available due to high visitor volumes. For larger groups or tailored experiences, contact our sales team at sales.experience@heineken.com.

Freddy's Friends is an exclusive private group tour at the Heineken Experience, designed for groups of up to 25 people. It includes behind-the-scenes access to areas of the historic Heineken brewery not open to the public, ending with drinks and snacks at Freddy's, one of the secret bars of the Heineken Experience. It is ideal for corporate outings, team building and private group celebrations. Available Sunday to Thursday, 10:30 to 16:15. Not available from July 1 to September 1.

The Freddy's Friends Tour can only be booked via our sales team. Contact them at sales.experience@heineken.com to check availability and receive a tailored proposal.

The Heineken Experience is housed in a historic 19th-century brewery with stairs and tight spaces in some areas. Wheelchair access is available for part of the experience. We recommend booking in advance and indicating your accessibility requirements during checkout. For specific questions, contact service.experience@heineken.com or visit our Accessibility Guide at heinekenexperience.com/en/accessibility-guide.

The Heineken Experience is a historic 19th-century brewery and accessibility is limited due to the building's listed status. Wheelchair access is possible for part of the experience. To ensure we can make the necessary preparations, please tick the wheelchair box when booking your ticket online. We recommend visiting on a weekday before 13:00 to avoid crowds. Note that canal cruise boats (Rock the City & Heineken Flagship® Cruise) are not wheelchair accessible. For full accessibility details, visit heinekenexperience.com/en/accessibility-guide.

The Rock the City and the Heineken® Flagship Cruise boats are not wheelchair accessible. If you are a wheelchair user, we recommend the standard Heineken Tour or the Heineken Tour + Rooftop instead. Contact us at service.experience@heineken.com if you have specific accessibility needs before booking.

Yes. Trained service dogs are welcome at the Heineken Experience. All other pets are not permitted on the premises.

A free ticket for a sign language interpreter is available for visitors with hearing impairments. Please contact us in advance at service.experience@heineken.com so we can prepare appropriately.

Limited seating is available in the entrance area and on the rooftop. There are no seating areas during the tour, however wheelchairs are available to use during your visit and can be requested from our friendly colleagues upon arrival.