Terms and Conditions of Service

General terms and conditions of sale

By placing an on-line order with the Biglietteria Ufficiale dei Musei Civici Fiorentini website, the customer declares that he/she has read and understood all the indications provided during the purchasing process, and that he/she fully accepts both the general terms and conditions and the terms and conditions of payment described hereinafter.

How to purchase your ticket(s)

Confirming your purchase

If your payment has gone through successfully, the system will send you two confirmation e-mails, the first one from the bank that performed the transaction, while the second one will contain a summary of the ticket(s) purchased and a link enabling you to download it/them, either directly or by accessing a confidential area (for which the e-mail will contain your username and password). The ticket(s) purchased will have a barcode. This is required to validate them on entering the museum.

How to use your Museum ticket

The ticket is open-ended and can be used any time within six months of purchase.
Go straight to the museum entrance without going by the ticket office first. Staff on the door will validate your ticket using the barcode printed on it.
Visitors with concessionary and/or free tickets must show their tickets and proof of their entitlement to the concession.

Warning: Given that the Museo di Palazzo Vecchio is also the seat of the city council and that the Santa Maria Novella complex includes a consecrated basilica, special institutional events or religious services may lead to changes in visiting times and itineraries or to partial or even total closure of the museums at short notice, so please make sure you always check the VISITORS PLEASE NOTE section of the website before planning your visit.
Ticket(s) are valid for six months from the day of purchase and can always be used on another day.

How to use the Museum+Guided tour and Activities ticket

On the day you have scheduled your visit, be sure to show up at the museum's Infopoint with your ticket at least 15 minutes before the slot you have booked. Staff will give you all the information you need on the visit or the activity you have chosen.

Refunds

There is no refund for failure to show up for the slot booked, for a "mistaken" purchase or for failure to use ticket(s) within the six-month validity period.

Disabled access

Visitors with any form of disability or handicap are entitled by law to enjoy priority access to all the Musei Civici Fiorentini for themselves and for one companion or carer totally free of charge. A disability certificate must be produced. Such visitors can go straight to the museum of their choice where staff will cater for their every need.
We would also remind you that it is possible to borrow a stroller free of charge at the Museo di Palazzo Vecchio. Valid ID must be left with staff and is returned when you bring back the stroller.

Tickets

Concessions

For all Civic Museums except for Santa Maria Novella

Concessions for Santa Maria Novella

Free admission

To all Civic Museums except for Santa Maria Novella

Admission to Santa Maria Novella is free for:

Proof of your entitlement to a discount on the price of admission must be shown to the member of staff validating your ticket.

Contacts:

For information regarding the Musei Civici Fiorentini and/or events/exhibitions organised in them, please e-mail us at: info.museicivici@comune.fi.it

For problems relating to the purchase of tickets on line: supportoutenti@lineacomune.it
Response within two hours, during office hours (Mon-Fri 9.00 am to 5.00 pm, italian time)