FAQs

Frequently asked questions

How far in advance can I book my tour? How long before the tour departure do I need to book ?

Bookings can be made up to 6 months ahead of the tour date. The online bookings close 1 hour before the tour departure time.

How do I use the cart and checkout?

After adding a product to cart, follow the cart prompts and directions to fill out purchase info. If you have issues using the cart, entering info, or completing checkout, vitis the ReserveBar Help Center on their Placing an Order page at https://help.reservebar.com/hc/en-us/categories/4418822687003-Placing-An-Order  

How do I place an order?

Simply click the Add to Cart button below any Hennessy product on the Hennessy website. Then select the US state to which you wish to ship the product. If the product is available for your selection, it will be added to cart and you can checkout. 

How do I track or modify my order?

All shipping, and fulfillment of purchases are processed through ReserveBar. Visit the ReserveBar Help Center on their Tracking Or Modifying An Order page at https://help.reservebar.com/hc/en-us/categories/4418835900571-Tracking-Or-Modifying-An-Order  

How do I cancel an order, correct an order, request a refund, or return a purchase?

All billing, purchase, and fulfillment of purchases are processed through ReserveBar. Answers to these questions, ways of contact, and more are available at the ReserveBar Help Center on their Cancellations, Refunds, And Order Issues page at https://help.reservebar.com/hc/en-us/categories/4418836042011-Cancellations-Refunds-And-Order-Issues  

How do I contact ReserveBar for other questions about my purchase?

Visit the ReserveBar Help Center at https://help.reservebar.com/ where you can access online chat, phone number, or contact form for ReserveBar support. 

How can I obtain information about a specific product?

In order to identify your Hennessy bottles, we invite you to complete our contact us form with your query and the batch number of your bottle (such number is printed on the back label and starts with a “L” followed by 12 digits)
Please click on the link below to access our contact us form: https://www.hennessy.com/en-us/form/contact

How to keep a Hennessy cognac?

A bottle of cognac, unlike wine, should always be kept upright, be it opened or unopened. The reason for a bottle of cognac to be kept upright is that the eventual contact with the cork is likely to affect the cognac. The ageing process of cognac stops the moment it is transferred out of the wooden casks and into the bottle.

Store your bottle in a dark place and also, keep your bottle at room temperature, avoiding extremes of heat and cold. A bottle of cognac can be kept in such conditions for many years without suffering any alteration in the quality of its contents. The content of an old bottle of cognac, which has been resting untouched for many years, will likely be of the same quality as the day it was bottled, as long as the bottle was kept upright. You must be careful upon opening the bottle, in order not to deteriorate the cork.

How to drink Hennessy cognac?

There is just one rule for drinking cognac: drink it the way you want.
Hennessy cognac is crafted with a set of strict standards defined by the master blender and his tasting committee. However, when it comes to enjoying cognac, we haven't followed any rule to drink it since 1765.
Hennessy recommends that a special glass be used to serve its cognacs: the one you want !
We do not have a preference for a particular type (tulip, tumbler...)
There is not one way only to enjoy a Hennessy cognac.
Our cognacs can be served neat, over ice , diluted with a bit of water or they can be used in cocktails. When enjoyed with ice, their identity is strong enough to withstand dilution and therefore maintain its character as well as its rich flavours; the same is true for Hennessy cognacs mixed in cocktails. Try simply to mix Hennessy V.S with ginger ale or tonic water, or Hennessy X.O on 3 ice cubes.
Please drink responsibly

How to know the value of an old bottle or flask?

As you may already know, cognac ages in oak casks only, not in bottle as it is the case for wines and champagnes.
Therefore, the value of your bottle is linked to its rarity (if there is only a small number of this bottle in the world), rather than to the aging of the cognac inside.
The price for the ranges that are no longer produced by Hennessy is determined in an exchange market of collectors.
We suggest that you contact some Collectors of Hennessy bottles to estimate the value of the bottle.

Does Hennessy cognac contain allergenic substances?

We certify that our product does not contain any allergenic substance as defined by annex II of Regulation (EU) n°1169/2011 of 25 october 2011.

Where should I send my internship or job application?

We invite you to send us your resume and application letter to recrutementhennessy@moethennessy.com
Our Human Resources department will carefully review them.

I have to cancel my booking. Will I receive a refund?

If you booked your tickets fewer than 14 days ago: we will issue a full refund of your tickets in the two weeks following your cancellation. Please, contact our back office departement us using the online contact form,

If you reserved your tickets more than 14 days ago: your tickets are unfortunately neither refundable nor exchangeable. However, we will do everything possible to offer you another tour date, subject to availability.

Can I book by telephone or email ?

 

We do not currently take bookings by telephone or email. However, it is possible to:

- make a secure booking and payment on our website, which will guarantee you a place on the tour at the date and time of your choice;

- buy your tickets on site, for the same day (subject to the number of available places) or another day.

There are no places left on the date I have chosen on your website. Will other tour times be offered?

Depending on visitor numbers, it is possible that extra tour times will be added. To be kept informed, please contact us as soon as possible via our online contact form.

I work for a tourist agency. How should I book?

Please contact the Sales Department of les Visites Hennessy using our contact form or by phoning +33 (0)5 45 35 72 68.

I am planning a visit with a group of at least 15 people (private individuals, club or society, company, etc.). How should I book?

You can make your booking on our website.

For information about the tour programme, please contact the Sales Department at Visites Hennessy using our contact form or by phoning +33 (0)5 45 35 72 68.

How can I obtain an invoice?

Your invoice will be available as soon as your online payment has been validated. To access your invoice, go to “My account” on our website.

Is it possible to “overbook” online for a fully booked tour?

In order to ensure that everyone who books in advance can participate in the tour, les Visites Hennessy does not accept overbookings.

Can I turn up without booking?

Yes. However, we will only be able to offer you a tour where places remain available.

We therefore recommend that you book on our website as far in advance as possible.

I am going to arrive late. Who should I contact to reschedule my tour?

If you are delayed, contact us as soon as possible at +33 (0)5 45 35 06 44. We will do our utmost to offer you an equivalent tour on the same day, subject to availability of course.

I made my booking on your website. Where should I present my reservation on arrival ?

Please come to the welcome desk with your tickets or smartphone: Rue de la Richonne, 16100 Cognac

In our group, people speak different languages (French and English). Is it possible to take part in a tour delivered in two languages?

In order to provide the best possible experience, our tours are delivered in a single language.

If you wish, some of your group can go on a French tour, and the others on an English tour.

Is it possible to choose a different tasting on the same tour?

Each tasting has been designed to be coherent with the corresponding tour. It is therefore not possible to take a tour and then choose a different tasting session.

I do not want to drink alcohol at the tasting. Will alternatives be provided?

We can serve you organic grape juice from the Charentes vineyards. Please make this request when you arrive at the tour welcome desk.

Which payment methods are accepted on site?

The ticket office and the boutique accept the following payment methods:

- Cash

- Cheques (French only)

- Cards: Visa, Mastercard, American Expression and CUP

Can I bring pets along on the tour?

Our tours are not suitable for pets.

For the comfort of all, pets are therefore not allowed on our tours.

Can I visit with my guide or assistance dog?

Your guide or assistance dog can accompany you on the entire tour, except in the ageing cellar for sanitary reasons. A space is provided for your dog to wait for you outside the cellar.

I have a young child. Can I go on the tour with a pram/stroller?

The entire tour is accessible with a pram/stroller.

Is the tour accessible for people with reduced mobility?

The tour is adapted to people with reduced mobility. To ensure that you are taken care of appropriately, please specify this information as soon as you arrive.

Do all tours include a boat cruise?

April to November: all our tours include a boat cruise November to March: the boat cruise is replaced by road transport

Is there wifi access on site?

You can use wifi free of charge in our boutique and during the entire tour.

Our team will advise you how to connect when you arrive.

I have a Les Visites Hennessy gift voucher, how can I use it?

The gift voucher must be redeemed on our website or at Les Visites Hennessy reception desk. To do so, bring the gift voucher that was sent to you and follow the instructions.

Please note that the gift voucher is:

Valid for one year from the date of purchase not exchangeable, not refundable.

Can I buy a gift voucher directly at the Les Visites Hennessy reception desk?

Yes, you can buy a gift voucher directly at the Les Visites Hennessy reception desk, rue de la Richonne in Cognac.

I have a Mobility Inclusion card, can I get a discount?

You can indeed benefit from a discount. To do so, please contact the Hennessy Tour Reservation Service via our contact form.

Is it possible to change my booking (time / day of visit, business type)?

To change your booking, contact us using the online contact form, stating what you would like to change. We will do our very best to satisfy your request.