FAQ & Customer Care

How do I know if the procedure has been completed?

The online procedure is completed when you receive two email: the first one with your summed up order and the bank authorization confirmation, the second one within 48 hours with your voucher. If this not happens, please get in contact with us.

Will I receive my tickets at home?

No. Within 48 hours the voucher will be ready. We will send you an e-mail with your voucher, you must print it and take it with you to the museum.

What happens if I don’t receive no e-mail confirmation?

Maybe a wrong e-mail address was registered in the order form. If you don’t receive any information within 48 hours please get in contact with us.
Rarely voucher isn’t ready due to technical problems at the museum, strikes, public holidays. If this happens please get in contact with us.

What happens if I lose my voucher and I’m leaving for my trip?

Send us an e-mail with your name and the e-mail address of the Hotel you’ve reserved and we will send you there your voucher.

I have just completed booking for my parents/friends. However tickets were booked on my credit card, is this a problem?

The name on the Voucher is not much important. It can be different from cardholder or the name of the visitors. The booking number on the Voucher is important. Remember that voucher must be printed and taken to the museum.

If I have a voucher do I have to wait in line?

Some museums have a reserved ticket entrance others do not. Before standing in a long line, ask museum personnel if you are in the right place (generally if you have booked tickets they let you jump the line).

Can I visit the museum at a different hour or on a different day than what is written on my Voucher?

No, you will be allowed to visit the museum only at the date and time written on your Voucher.

How can I change the day or hour of my museum reservation?

Send us and e-mail with the new day and /or hour. Every change costs euro 4,50 for ticket.

Which is your cancellation policy?

Museums don't accept free cancellation. You can book a different day and/or time paying Euro 4,50 for ticket.

Why is the visit time on the voucher different from the one I requested?

This happens when the museum cannot accommodate all reservation’s requests, in this case the museum assigns you a visit time closest to the one you requested.

Does the voucher give me the right to exit and visit again the museum the same day?

No, this is not possible. If you exit, you cannot re-visit with the same voucher. Remember the voucher is a reservation just for one time.

Is my voucher all paid for, or I need extra money at the reservation desk?

Everything is enclosed in the payment of your voucher. You do not need to pay anything at the reservation desk.

Can you tell me if it is required an identification document (such as passport) when I exchange voucher with tickets?

If you booked free tickets (for European Union citizens under 18 and over 65 years, for U.S.A. children under 6 years), you need to show identification to demonstrate your age and nationality.

Why do you ask money also for free ticket?

The ticket is free for European Union citizens under 18 and over 65 years and for U.S.A. children under 6 years. But only the ticket is free, not the on-line service that is booking fees.

Why do I have to buy the exhibition tickets?

Because exhibition make part of the museum.

I will not be using my voucher. Could you please refund it?

Send us an e-mail (20 days before the date of entrance) with the cancellation’s request, we will give you back the 20% of the value excluded bank costs. Your voucher’s code will not be more usable.

How many museums can I visit per day?

Due to the richness of the collections, we suggest two or three hours per museum. The best day program is to visit two museums per day.

I want buy more than 30 tickets, what do I have to do?

Please contacts us at info@florence-tickets.com.