Terms and Conditions of Service

General terms and conditions of sale

Access to the civic museum is rescricted due to Covid-19; tickets must be prebooked on line.

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

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, special institutional events 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.

In the event of rain the Arnolfo's Tower will be closed to the public while the medieval guardwalk will be accessible. In the event of rain no tickets change or refund are provided.

Right of withdrawal and refund policy

Pursuant to art. 59, paragraph I, lett. n) of the Consumer Code, the right of withdrawal provided for by art. 52 of the Consumer Code does not apply, as it concerns the supply of services relating to leisure time which the Municipality of Florence undertakes to provide on a specific date. Therefore the buyer will not be able to exercise this right in relation to the purchase of entrance tickets to the Civic Museums.

In case of cancellation by the customer or incorrect purchase, there is no refund of the price of the entry ticket paid. There is also no refund for those tickets that were purchased but not withdrawn.
Bookings, once completed and confirmed, are not subject to change.

From April 1, 2022, as established by the Government with decree law No. 24 of March 24, 2022, in order to access the Civic Museums of the Municipality of Florence it is NO longer necessary to be in possession of the Covid-19 green certification (Green Pass).

Furthermore, there is no longer the obligation to wear any protective equipment, but the use of masks is still recommended.

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.
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.


Reduced ticket

Free ticket

The qualification that entitle you to a reduced or free ticket must be shown to the personnel at the time of ticket validation.



In case of invoice request for online ticket purchase of an amount equal to or greater than € 77.47 (exempt from VAT Article 10 of Presidential Decree 633/72) the payment of virtual tax invoice of € 2.00 is required. For the methods of payment of this amount, please contact:



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

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