Frequently Asked Questions

Once we receive your order, we will process it and send you a confirmation email. You can view the current status in your customer account under "Orders".

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

An order can only be placed via our online shop. The data you enter in secure online forms when ordering cannot be received over the phone. You must also read and accept the General Terms and Conditions.

If you have any problems or questions about your order, we would of course still be happy to take your call.

In principle, you can buy several tickets at the same time. However, all organizers have individual rules regarding payment, shipping and terms and conditions. You cannot therefore buy tickets from different organizers at the same time. Of course, you can choose tickets from a different organizer when making another purchase.

A "request" means that either the ticket quotas available to us are currently exhausted or that access to certain VIP areas is not available to certain customer groups. You can use the "Request" button to request a notification when VIP tickets for the relevant event are available again. This means that we will contact you as soon as quotas are available again.

Unfortunately, it is not possible to reserve tickets.

In most cases, the seats on the tickets you have booked are next to each other. However, if the number of tickets you have purchased is larger, the club may divide the seats into small groups. It cannot be guaranteed that 16 people will sit together as a whole group - in this case, small groups of 8 people each would be possible.

A large proportion of the premium seats and boxes are booked by existing customers in the form of season tickets for the entire season. The organizers put the remaining seats up for general sale. These free seats will now be allocated next to each other if possible when booking multiple tickets. To be on the safe side, please contact our support team using the contact details provided below.

Please do not black out the price on the tickets. Any changes to the original condition of the ticket may render it invalid. It is possible to cover it with a removable sticker.

The payment options depend on the respective organizer. The payment options offered can be found in the description of the article (in the middle under the article description) and in the "Payment" step in the shopping cart. Our customers can use credit card (Mastercard, VISA), PayPal and payment via Klarna pay by now. Payment with American Express is not possible. Loyal Hertha BSC season ticket holders can also pay on account.

You can find the delivery time of your personal tickets in the description of your item as well as in your order confirmation. Depending on whether you have bought tickets for a home or away game, the shipping of the tickets can vary. Each organizer has an individual delivery time. At Hertha BSC, the tickets are usually shipped 3-4 days before the event.

In principle, our VIP tickets cannot be cancelled by the respective organizers. However, if you wish to make a change, please feel free to contact us using the contact details below.