Frequently Asked Questions

GENERAL INFO

• What are your opening hours?

  You can find out via the ticketing link.

• Where is the Experience located?

  The Smurf Experience is at Palais 2 in Brussels Expo (Place Belge 1, 1020 Bruxelles). 

• How long do visits take?

  It generally takes between an hour and an hour and a half to get around. 

• Is the Experience suitable for young children?

  Yes, the Experience is designed to be enjoyed by all ages! 

• Does the Experience have a minimum age for entry?

  No, it is open to all. Children aged under 2 are permitted free entry and do not require a ticket. 

• Can I bring an animal?

  Pets are not allowed in the Experience, but we welcome guide dogs.

• What time should I arrive?

  If you get a timed ticket, please arrive within your allocated time slot. 

• Are there toilets on site?

  Yes, there are toilets both at the entrance and within the exhibition. 

• Is there food and drink on site?

  Yes, the Smurfs have devised a special menu for you. Find out more. 

• Can I take part if I am pregnant?

  The Experience requires participants to be able to stand and walk around for about an hour and a half. Other than that, the Experience does not involve any significant physical exertion. 

• Is there a suggested dress code for this Experience?

  No, normal everyday clothes are fine, as it is an indoor event. 

• Are any items or substances banned from the premises?

  Weapons and drugs are banned, and we ask that you do not bring any food or drink onto the premises. 

• Is this Experience the same as the 2018 Smurf Experience?

  This year’s Smurf Experience is a brand-new adventure, and different to that of 2018. This new adventure still brings to life the iconic world of the Smurfs, with ingenious new interactive features, updated interiors and tech innovations to bring you an even more immersive and magical experience. 

• What should I do if I have a problem with a product bought in the shop, such as a faulty item?

  Send an e-mail to report the problem.

• What do I do if I've lost an item?

  Send an e-mail with as many details as possible, including a photo if you have one.

TRANSPORT

• Is there parking at the venue?

  Visitors to the Smurf Experience can use the Brussels Expo car parks. Vehicle charging points are also available for your convenience. Find out more. 

• How do I get to the Experience by car?

  E40 / E19: GENT / MONS / CHARLEROI E19 / E411 / E40: ANTWERP / NAMUR / LIÈGE A12: ANTWERP / BOOM Find out more here. 

• How do I get to the Experience by public transport?

  Underground Take the Metro line 6, and get off at Heysel. By tram or bus Heysel (STIB): Tram 7; Bus 83 / Stade (STIB/De Lijn): Tram 9, 51, 93 / Bus 223, 240, 241, 242, 243, 246, 250, 260, 820 / Roi Baudouin (STIB): Tram 9; Bus 83 / Stade (STIB/De Lijn): Tram 3, Bus 83. Find out more here. By train Your entry ticket has an SNCB code on it: use this when you book a Discovery ticket at nmbs.be/discovery and get 50% off the cost of your journey. Find out more here. 

• Is there cycle parking at the venue?

  There are several cycle parks at Brussels Expo, with two right next door. Find out more here.

ACCESSIBILITY

• Does this Experience have disability access?

  This Experience is accessible for wheelchair users. 

• Is the Experience accessible for prams and buggies?

  This Experience is accessible for prams and buggies.

• Is the Experience accessible to the hearing impaired?

  Yes, the Experience is largely visual, and has information panels throughout. 

• Do support workers or carers have to buy tickets?

  Yes support workers or carers have to buy tickets at the standard price. However, a discount is offered to visitors with disabilities.  

TICKETS

• Where can I buy tickets?

  You can buy them online via our ticketing site. 

• Can I buy a ticket on the door?

  We do recommend booking in advance. If you turn up on spec, entry may be restricted, dependent on visitor volumes. 

• What is included in my entry ticket?

  Access to the Smurf Experience. With the Explorer Option, you also get access to the Virtual Reality Experience. 

• What is the difference between a timed entry ticket and an open ticket?

  Timed entry tickets ensure your entry to the Experience within a specific time slot on a given date, while open tickets allow you to turn up at any time within Smurf Experience opening hours. Find out more here.  

• What is the difference between a timed entry ticket and an Explorer timed entry ticket?

  Timed entry tickets ensure your entry to the Experience within a specific time slot on a given date. The Explorer ticket allows visitors to access the Virtual Reality Experience as well as the Smurf Experience. Find out more here. 

• What is the difference between an open ticket and an open Explorer ticket?

  Open tickets allow you to turn up at any time within Smurf Experience opening hours. The open Explorer ticket allows visitors to access the Virtual Reality Experience as well as the Smurf Experience. Find out more here.  

• What do I do if I lose or forget my ticket?

  Please contact the TicketLive service. 

• Do I need to print my ticket or can I show it on my smartphone for entry?

  Tickets can be scanned on entry either on your smartphone or on paper. We encourage digital ticketing as it is more environmentally friendly. 

• If there is a problem with my ticket, who can I contact?

  Please contact the TicketLive service. 

• I’m running late. Will my ticket still be valid?

  If you arrive outside of your ticketing window, we will try to get you in to the next slot, availability permitting. 

• Can I change my booking time?

  Please contact the TicketLive service. 

• Can I change the date of my booking?

  Yes, there is an admin fee of €5 per order. To do so, please contact the TicketLive service. 

• Do children need a ticket?

  Ticketing is charged for children over the age of 2. 

• Do you sell gift vouchers?

  Yes, you can get open tickets and allow the recipient to choose their own date and time to visit. 

• What are your Terms and Conditions?

  You can take a look at the Terms & Conditions here. 

• Do I have to arrive at the exact time shown on my ticket?

  We recommend you arrive at the time shown on your ticket. However, you can arrive at any time within 30 minutes of your entry time. 

• Do I need to pay for a ticket for children under 2?

  No, children under 2 are permitted free entry and do not require a ticket. 

• How many people do I need for a group booking discount?

  A discount is available for groups of 10 or more people. 

• Is the virtual reality experience suitable for children?

  To fully enjoy the VR experience, we recommend a minimum age of 4.

• When will I receive my free ticket for school groups?

  For schools, one free companion per 10 pupils will be automatically added to the order. The free ticket for the companion will be given to you on site before your visit.

• What does the 30-minute time slot on my ticket mean?

  It means you have 30 minutes to arrive at the Smurf Experience. This time slot does not reflect the length of your visit, which typically lasts between 1 hour and 1.5 hours.

• What is the last time slot during the week?

  The last time slot is from 4:30 PM to 5:00 PM, and the Smurf Experience closes at 6:00 PM. If you arrive at 5:00 PM, you'll only have one hour of visit time. We recommend arriving at 4:30 PM to enjoy 1.5 hours of the experience.

• What is the last time slot on the weekend?

  The last time slot is from 5:30 PM to 6:00 PM, and the Smurf Experience closes at 7:00 PM. If you arrive at 6:00 PM, you'll only have one hour of visit time. We recommend arriving at 5:30 PM to enjoy 1.5 hours of the experience.

TICKET PRICES

• How much do tickets cost?

  €16.90 per person €15.90 per person for group bookings (10 or more) €7 per person for school bookings Find out more here. 

• From what age does an entry charge apply to children?

  There is a charge for children over 2. 

• What payment methods do you accept?

  Bancontact/Payconiq, credit cards (VISA, Mastercard, Maestro), iDEAL. At the venue, only credit cards are accepted. 

• Is er een speciaal tarief voor groepen/scholen?

  €15.90 per person for group bookings (10 or more)€7 per person for school bookings 

• Do you do birthday parties?

  Yes of course! Find out more here. 

• Can I buy a ticket on the door?

  Yes, you can buy a ticket on the door. 

• Can I pay in cash?

  No, please note we only accept credit cards on site. 

• Do you accept article 27 vouchers ?

  Sorry, we don't accept article 27 vouchers.

• Do you accept the pass 365?

  Sorry, we don't accept the pass 365

• Do you accept the teachers card?

  Sorry, we don't accept the teachers card.

• Is there a discount for teachers?

  No, there is no discount for teachers.

GROUP VISITS

• How many people are required to qualify for a group discount?

  A discount is available for groups of 10 or more. 

• How do I book for a group of 10 or more people?

  Please follow the ticketing link. 

• What is the group booking rate?

  €15.90 per person for group bookings (10 or more) €7 per person for school bookings 

• Do groups need to arrive ahead of time?

  No, just turn up within your allocated time slot. 

• Is coach parking available at the venue?

  Buses and coaches can drop passengers off outside Palais 2 in the relevant area (Avenue Impératrice Charlotte), and then park beneath the Atomium, next to the food stand. 

• Can the number of guests in a group be changed once tickets have been booked?

  Yes, please contact the TicketLive service. 

• Can I get a ticket receipt?

  Yes, please contact the TicketLive service. 

• What payment methods do you accept?

  Bancontact/Payconiq, credit cards (VISA, Mastercard, Maestro) and iDEAL.

• What refreshments will be available for my group?

  Please take a look here to find out more. 

• I would love to organise my birthday party here. Can I do that?

  Yes! Take a look here to find out more. 

• Do you do bespoke events for groups or corporate entertaining?

  Yes, please get in touch with us via this email address.