FAQ List

1. Distillery Tours

Q1-1.What can I do at the distillery?
A1-1. You can enjoy:
- tours of the whisky manufacturing process, whisky tastings, etc.
- shopping and tasting whisky at the tasting counter (paid)
- meals at our restaurant (* Hakushu Distillery only. There are no dining facilities at Yamazaki Distillery.)

* Please make a reservation prior to your visit. Please be aware that visitors arriving without reservations may not be able to enter if places are full.

* Please visit the website of each distillery for details of tours and facilities.

Q1-2.Are tours conducted in foreign languages?
A1-2. Audio Guide App for distillery tours are available for free. Please download the App, before your tour.
Languages include [English, Chinese, French].
Download from the App Store or Google Play.
App Store  
Google Play

* The Audio Guide Apps are for phones.

Q1-3.Are entry fees or participation fees required?
A1-3. Entry is free of charge. However, some tours may require fees depending on their content. For details, see the introduction sites for each distillery.
Q1-4.Are tours available for individuals as well as groups?
A1-4. Yes. Individuals can participate as well as groups. We look forward to seeing you.
However, each tour requires a minimum two participants to run.
Q1-5.Can we bring children on the tour? We'd like to participate as a family.
A1-5. Entry is possible. However, some tours may not be open to minors or parties accompanied by children.
Please check the precautions for each tour for details.
Q1-6.Can I take photos or film during the tour?
A1-6. Photography is permitted. However, video/audio recording is not permitted during the tour.
Please ask the distillery staff for details.
Q1-7.Can people in wheelchairs participate?
A1-7. Participation is possible, but it may not always be accepted depending on reservation status.
We ask the following visitors to confirm with us by telephone due to management conditions.
- Physically impaired visitors with service dogs
- Visitors using wheelchairs
- Visitors requiring physical assistance
Q1-8.Is there a tour pamphlet available?
A1-8. Yes. Visitors to each distillery will receive pamphlets.

2. Making, changing, and canceling reservations

Q2-1.Can I join a tour (or enter the distillery) without a reservation?
How can I make a tour reservation?
A2-1. Please make a reservation prior to your visit. Please be aware that visitors arriving without reservations may not be able to enter if places are full.
Reservations can be made via the Internet or by telephone.
Q2-2.When do reservations open?
A2-2. [Yamazaki Distillery] As a rule, reservations open at 9:30 on the second business day (excluding weekends) three months in advance. (Both online and by telephone)
[Hakushu Distillery] As a rule, reservations open at 9:30 on the first business day (excluding weekends) three months in advance. (Both online and by telephone)

* If the first (or second) is a weekend, a holiday, or a closing day, reservations will open on the following weekday.

* Reservation opening times may differ depending on the distillery and the tour.

Q2-3.How long are reservations open for?
A2-3. Online reservations are open until 12:00pm on the previous day of the tour.
Reservations, changes, or cancelations thereafter may be made by telephone.
Q2-4.How do I change or cancel reservations?
A2-4. With regard to changes in location, date and time, or number of visitors, we ask that you cancel your first reservation and make a new one.
Q2-5.Is it possible to change or cancel reservations immediately before the visit?
A2-5. Online reservation changes and cancelations are open until 12:00pm on the previous day of the tour.
With regard to changes and cancelations thereafter, please contact the distillery in question by telephone.
Q2-6.Can I bring a different person with me than originally planned?
A2-6. For changes in number of visitors only, please contact the distillery by telephone.
Q2-7.How are the participation fees handled for same-day cancellations?
A2-7. The participation fees are collected only for those who are in attendance on the day of the visit. As for the vacancy, we accept applications in the order received. Please consider and confirm carefully when making reservations, in order to avoid making alteration on the day.
Q2-8.I made (or canceled) a reservation online, but I haven't received the confirmation email.
A2-8. Confirmation emails on reservations and cancelations are sent by return; if you have not received a confirmation after one day, your application may not have been received for some reason.
If you do not receive a confirmation email, please contact the distillery in question by telephone.
Q2-9.Can I reserve the same course multiple times?
A2-9. In order to allow as many people as possible to participate, bookings are limited to once per course. New reservations can be made from the day the visit has been booked.
Q2-10.Can I participate in multiple courses on the same day?
A2-10. In order to promote responsible drinking, we do not allow participation in multiple courses for tour programs which include alcohol tasting on the same day.
Q2-11.The calendar shows a "○", but the final reservation screen says the tour is already full. What's happening?
A2-11. The number of visitors input may have exceeded the number of open slots. The reception status is displayed to the left of the "Reserve" button. A "○" is displayed when 10 or more slots are open, and the number open when fewer than 10 remain.

3. Facilities/Other

Q3-1.Is payment by credit card possible?
A3-1. Credit cards may be used for payment at the following locations.
[Yamazaki Distillery]
Reception (tour participation fees), shop, tasting counter
[Hakushu Distillery]
Shop and Restaurant White Terrace

* The Reception (tour participation fees) and tasting counter (Hakushu Bar) are cash-only.

Q3-2.Is there a parking lot?
A3-2. For details, please see each distillery's "Directions" site. Some plants have parking lots and others do not, with varying sizes; we recommend the use of public transport to visit the distillery.

* The number of parking spaces varies for each distillery.

Q3-3.Can I bring a pet?
A3-3. As this is a food processing facility, pets are not allowed except assistance dogs.
Q3-4.Can I bring in food or drink such as a packed lunch?
A3-4. Please be aware that in order to maintain food sanitation, food and drink is not permitted within the distillery.
Q3-5.Is there a place where I can eat at the distillery?
A3-5. There are no dining facilities at Yamazaki Distillery. At Hakushu Distillery, there is Restaurant White Terrace.
Please be aware that bringing in food and drink to the distillery is not permitted.
Q3-6.What does the shop offer for sale?
A3-6. Distillery Gift Shop offers an extensive selection of products that are only available at the distillery, including single malt whiskies, specially designed glassware, and the distillery's own line of snack foods that go particularly well with whisky.

* Due to irregular shipping, distillery limited whiskies and some domestic whiskies could be out of stock.
Please be noted that there is a limit of one bottle per customer on these products.

Q3-7.Can I purchase products or merchandise without going on the distillery tour?
A3-7. Purchase is available. However, a visitor's reservation is required; please reserve in advance.
Q3-8.Are there lockers available?
A3-8. Yes. Luggage which does not fit in the lockers may also be left at the reception desk.

* As the amount of luggage which the lockers, etc. can hold is limited, we ask that large bags be left at your accommodation or in train station lockers, etc.

Q3-9.Is it possible to use drones or radio-controlled toys within the distillery area?
A3-9. Use is prohibited for the sake of our visitor's safety.
Q3-10.What happens in the case of bad weather (typhoons, heavy snow, etc.) or natural disasters?
A3-10. It may occasionally be necessary to cancel factory tours in the case of bad weather (typhoons, heavy snow, etc.), natural disasters and so on. Please check with the website or by telephone in advance.
Please note in advance that in the case of canceled tours, visitors are asked to bear any cancellation fees relating to travel and accommodation costs.