FAQ - Frequently asked questions
How does the procedure work and end?
The online procedure is completed when you receive two e-mails: the first one with your summed-up order and authorization from the bank, the second one within some hours with your voucher confirmation.
When and Where will I receive my tickets?
When you make your reservation on the same day or the day after, we will send immediately your voucher. In all the others cases your voucher will be ready to print as soon as possible. We will inform you when it is ready to print via e-mail. If you don't receive email, please contact us, maybe there is spam problem or your email address is not correct. Remember you cannot enter in the museum without your voucher or without your reservation number (on voucher), if you have problem in printing it, you can show your voucher on your phone or tablet.
What will I do if I don't receive an e-mail confirmation?
If you don't receive any information within 8 hours please get in contact with us.
What happens if I lose my voucher and I'm leaving for Italy?
Please send us an e-mail with your name and your Hotel e-mail address so that we can send your voucher directly to your Hotel. You will find it when you arrive.
If I have lost my Voucher, how can I rescue it?
Click on "Voucher" at the left bottom or on the top right of all the web pages and follow the instructions to rescue your Voucher.
Do I have to wait in line if I have your voucher?
Before waiting in a long line, please ask at the entrance desk if you are in the right place. If you have a reservation you are allowed to skip the line.
Why did you give me a different time from the originally requested one?
Sometimes the museum cannot accommodate all reservation's requests and so it may attribute you a visit time close to the originally requested one.
Do I need to pay extra money at the reservation desk?
No you don't. Everything is enclosed in the payment of your voucher.
Why do I have to pay also the exhibition tickets?
Because exhibitions are included in the museum.
Can I visit the museum at a different day or time with respect to my reservation Voucher?
No, you can visit the museum only at the date and time printed on your Voucher.
What I should do to change the day/time of my reservation?
Click on Voucher button, on the top right of all the web pages, insert your e-mail address, then you have two cases:
1st: You do not have your reservation number yet assigned, so you can
simply click on the “change” button and send an e-mail to us, using
the given form, with the new requested date/time, without any
additional charge.
2nd: you have already been given the reservation number, so please
ckick the “change” button and you will be redirect to the event
main page where you can change your date/time directly on the top left
form, the same used for your original reservation.
Please note that in this case you have to pay an additional fee of 5 Euro for the change.Which is your cancellation and refund policy?
Museums don not accept free cancellation. So you can book a different day and/or time paying Euro 5 for ticket. For the same reason it is not possible to refund the ticket but you may book a different day/time also for the following year.
Can you tell me if I need to show an ID card while exchanging vouchers with tickets?
In case of free tickets, you need to show an ID card to confirm your age and nationality.
Why do you ask money also for free ticket?
Ticket may be free, in this case you will be charged the reservation fees only.
If I Cannot print out the voucher how can I do otherwise?
You may also just show your reservation ticket on your phone or tablet in case you haven't had a chance to print it. Your voucher is important to pick up the tickets to museums; without showing the voucher, the museum does not allow you to get in.
Can I exit and visit the museum the same day again or another day?
No, this is not possible. Voucher is a reservation just for one time.
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