DQ.1 Divider

FAQ

Do you have any questions? Please check the frequently asked questions below.

GENERAL

What if I didn’t receive an order confirmation email?

It may take a while for the confirmation email to arrive in your inbox. Depending on your email settings, the confirmation email could end up in your junk or spam folder. If you haven't received anything, please reach out to us.

Until when can I use the Defqon.1 Festival Store?

The Festival Store is available until Sunday evening. You can buy experiences and merchandise from and during Defqon.1. You can purchase beverages until Wednesday, 26th, 23:00 CEST.

EXPERIENCES

Can I participate in an experience if I'm not visiting Defqon.1?

That is not possible. You should be in possesion of a valid Defqon.1 2024 ticket.

What can I expect from the experiences?

Besides the full-on madness the Holy Grounds have to offer, you can add to the adventure with experiences. These are special treatments or other ways to enhance your weekend to your own taste.

Can an experience sell-out?

Yes. As experiences are an exclusive upgrade to your weekend, most of them are limited. So don’t miss out!

Do I need to pay the experiences before the event?

Some experiences can only be pre-ordered before Defqon.1 starts, some continue through the weekend. All experiences need to be paid the moment you order them.

Do I receive a confirmation after I signed up for an experience?

Yes. You’ll receive an order confirmation from our shop and after a couple of minutes, we’ll send you a voucher with the QR codes you need to enter the experience.

Where do I need to go and at what time do I need to be there?

The location and time will be displayed on the voucher. You’ll receive the voucher together with the confirmation email.

Can I refund my voucher?

Unfortunately, no.

How can I ask another question about the experiences or raffles?

Reach out to experiences@q-dance.com.

MERCHANDISE

How can I return my merchandise?

Please visit the returns page for more information.

What are the opening and closing hours of the merchandise stands?

MAIN (CLICK & COLLECT): 

Thursday: 17.30 - 23.00 
Friday: 11.00 - 23.00 
Saturday: 11.00 - 23.00 
Sunday: 11.00 - 20.00 

RED: 

Thursday: Closed 
Friday: 12.00 - 23.00 
Saturday: 11.00 - 23.00 
Sunday: 11.00 - 23.00 

BLUE: 

Thursday: 17.30 – 2:00
Friday: 11.00 - 01.00 
Saturday: 11.00 - 01.00 
Sunday: 11.00 - 20.00 

GOLD: 

Thursday: 17:30 – 23:00
Friday: 11.00 - 23.00 
Saturday: 11.00 - 23.00 
Sunday: 11.00 - 20.00 

BLACK: 

Thursday: 17.30 - 23.00 
Friday: 11.00 - 23.00 
Saturday: 11.00 - 23.00 
Sunday: 11.00 - 20.00 

CAMPING:

Thursday: 13:00 - 21.00 
Friday: 9.00 - 15.00 
Saturday: 9.00 - 15.00 
Sunday: 9.00 - 14.00 

Can I pick up my order at Defqon.1?

Yes. All orders placed on this website are eligible for pickup at Defqon.1 during opening hours of the merchandise counter. Just make sure to select ‘Pick up at Defqon.1’ during your ordering process.

What do I need to pick up my merchandise order?

Please bring the PDF generated by the link in the email titled "Your Defqon.1 Merchandise Pick-Up Link" when you come to collect your order.

Where can I pick up my merchandise order?

You can pick up your merchandise order at the pick-up entrance of the main merchandise stand in front of the U.V. Stage (located at M1 on the map). The opening hours are as follows:

MAIN (CLICK & COLLECT): 

Thursday: 17.30 - 23.00 
Friday: 11.00 - 23.00 
Saturday: 11.00 - 23.00 
Sunday: 11.00 - 19.00 

What if I don’t pick up my merchandise order?

All orders can be picked up until 23:00 CEST on Thursday, Friday, and Saturday. On Sunday, you can pick up your order until 19:00 CEST. Any unclaimed orders will be cancelled.

Can I add a product to my order after I placed it?

Unfortunately, no. Please review your order carefully before placing it.

Can someone else pick up my merchandise order?

No. Only the person mentioned on the order details can pick up the order by showing their order confirmation email.

Can I fit the products at the event?

There are no changing rooms but they can be fitted and exchanged at the stand.

Which payment method do you accept at the Merchandise stands?

We accept cash and card payments.

My item doesn't fit or is faulty, how do I return an item?

You can return your click & collect merchandise order at the counter at the merchandise stand. If you have bought your merchandise directly at the stand you can return it at the place where you have bought it.

Products purchased directly at a Defqon.1 merchandise counter can only be returned during the event.

If you want to return your home delivery order before Defqon.1, please follow the return instructions here.

I want to change my current online order to a click & collect order. Is this possible?

Unfortunately, no. Please review your order carefully before placing it.

Can I change the delivery method (home delivery or pickup) after I placed my order?

Unfortunately, no. Please review your order carefully before placing it.

Why can't I ship my items to my home anymore?

Home delivery of merchandise is a limited feature. You can still pick up your items at Defqon.1.

If you are not satisfied with the answers provided above, please feel free to reach out to our support.