FAQ

After receipt of your order, we will process it and you will receive a confirmation e-mail from us. In your customer account you can see the current status under "Orders".

Make sure you log in with the e-mail address you used to create your account on OFFICIAL VIP. If you have forgotten your password, you can request a new one by clicking "Forgot your password?".

An order is only possible via our online shop. Your data, which you enter when ordering in secure online forms, cannot be received over the phone. In addition, you must read and accept the General Terms and Conditions (General Terms and Conditions).

If you have any problems or inquiries about your order, we are still looking forward to your call.

In principle, you can buy more than one ticket at the same time. However, all organisers have individual rules regarding payment, shipping and terms and conditions. Therefore, you cannot buy tickets from different organisers at the same time. Of course, if you buy another ticket, you can choose a ticket from another organiser.

A "request" means that either the ticket quotas available to us are currently exhausted or access to certain VIP areas is denied to certain customer groups. By clicking on the "request" button, you can request a notification when VIP tickets for the respective event are available again. This means that we will contact you as soon as quotas are available to us again.

Reservation of tickets is not possible.

The seats on the tickets you buy are usually next to each other. However, if the number of tickets you buy is larger, the club may divide the seats into small groups. For example, there is no guarantee that 16 people will sit together as a whole - this could be a small group of 8 people each.

The majority of Premium Seats and Boxes are booked by existing customers in the form of season tickets for the entire season. The remaining seats are available for sale by the organisers. These seats are now allocated side by side if several tickets are booked. To be sure, please contact our support team using the contact details below.

Please do not blacken the price on the ticket. Changes to the original condition of the ticket may lead to invalidation. It is possible to stick it over with a removable sticker.

The payment options depend on the respective organizer. The offered payment options can be found in the description of the item (in the middle of the item description) as well as in the step "Payment" in the shopping cart. For our customers credit card (Mastercard, VISA), PayPal and payment by Klarna pay by now are possible. Payment by American Express is not possible. THW Kiel's loyal season ticket customers can also purchase on invoice.

The delivery time of your personal tickets can be found both in the description of your item and in your order confirmation. Depending on whether you have purchased tickets for a home or away match, the delivery of tickets may vary. Each organizer has an individual delivery time. The delivery of tickets usually takes place 3-4 days before the event.

As a matter of principle, our VIP tickets are excluded from cancellation by the respective organizers. However, please contact us using the contact details below to make a change.

The included services vary depending on the event and category. It is best to select the VIP area of your choice and check the services displayed below the picture gallery after selecting your category.

The possibility of meeting the stars of Bayer 04 Leverkusen or familiar faces is a given. Celebrities may be in the VIP area of the club. However, a “Meet & Greet” is not part of the VIP ticket purchased. There is therefore no entitlement to a personal meeting with a THW Kiel player.