FAQ - Frequently asked questions
TICKET PURCHASE MANAGING YOUR TICKET CHANGE, REFUNDS & CANCELLATIONS CUSTOMER CARE
TICKET PURCHASE
The procedure is complete once you receive two emails: the first confirms your order summary and payment authorization; the second — sent within a few hours — contains your voucher confirmation. In the second e-mail you will receive the link to download your tickets for the Uffizi Gallery, Palatine Gallery, Boboli Gardens and San Marco Museum.
If your reservation is made on the day before the visit, your voucher/ticket will be sent immediately. In all other cases, it will be issued as soon as possible and you will be notified by email when it is ready.

If you have not receive any email, you can retrieve your ticket directly from the Download Area: simply enter the email address used during purchase to download your voucher/ticket.

If you still experience any issues, please contact us — there may be a spam filter issue or an error in the email address provided.

Please note that your entry to the museum requires either your printed voucher or your ticket. If you are unable to print it, you may show your voucher/ticket on a phone or tablet.
You can retrieve your voucher/ticket at any time from the Download Area by entering the email address used during purchase. Alternatively, please send us an email with your name and your hotel’s email address, and we will forward your voucher/ticket directly to your hotel so that you will find it upon arrival.
When the museum is unable to accommodate all reservation requests for a specific time slot, we may assign you a visit time close to the one originally requested.
MANAGING YOUR TICKET
Click on “Download Area” at the bottom left or top right of any page on our website and follow the instructions to recover your voucher/ticket.
Voucher or ticket holders receive priority entry. Please go directly to the entrance desk to check in and avoid the general queue.
An ID is required only for free and reduced admission tickets, in order to verify your age and nationality.
Some tickets are free of charge, however a booking fee still applies to cover the cost of the reservation service.
No, everything is included in the price of your voucher/ticket.
Temporary exhibitions are not included in the general admission ticket. Each exhibition requires a separate ticket, which can be purchased together with your museum entry voucher during the booking process.
No, admission is only permitted on the date and time printed on your voucher/ticket.
You may show your voucher/ticket directly on your phone or tablet. Please make sure it is clearly visible on your screen. We recommend downloading it in advance, as connectivity inside the museum may be limited.
No, each voucher/ticket is valid for a single entry and cannot be used for re-entry on the same day or on a different date.
CHANGE, REFUNDS & CANCELLATIONS
For museums where admission requires a ticket, it is not possible to change your visit; you must make a new booking.
For the Accademia Gallery, Medici Chapel and Bargello Museum only, click the "Download Area" button at the top right of any page, enter your email address, and follow one of the two cases below:

1st: If you have not yet been assigned a reservation number, click the "Change" button and send us an email using the provided form with your requested new date/time — no additional charge.

2nd: If you have already been assigned a reservation number, click the "Change" button to be redirected to the event main page, where you can change your date/time using the same form you used for the original booking (top left). Please note a €5 service fee applies for this change.
For museums that require voucher entry, refunds are not available, but you may book a different date/time within the following year.
Refunds are not available for museums that require nominative tickets once the ticket has been issued.
For guided tours only: if you cancel at least 4 days before the visit, the cancellation fee is 50% per ticket. For cancellations made within 3 days of the visit, the fee is 100% of the total amount (the price paid is non-refundable).
If you need to cancel, please contact us.



The following sites can also be well worth a visit:
Accademia Gallery
Accademia Gallery Tickets
Palatine Gallery
Pitti Palace and Palatine Gallery Tickets
San Marco Museum
San Marco Museum
Food Walk in Florence
Food Walk in Florence
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