FAQ

How do I get my tickets? How do I get my tickets?
When will I receive my tickets? When will I receive my tickets?
What does it mean that my tickets are on request? What does it mean that my tickets are on request?
Are there discounts for children? Are there discounts for children?
Do I need ID when I exchange and pick up my tickets? Do I need ID when I exchange and pick up my tickets?
Can I cancel, return or refund tickets, if I cannot use them? Can I cancel, return or refund tickets, if I cannot use them?

How do I get my tickets?

All your tickets will be sent to your e-mail address as a PDF. You need to print your e-tickets and bring a copy to Florence, where you need to show it on demand at the venue or at the meeting point for your reservation. It is very important that you carefully read all information printed on the e-tickets.
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When will I receive my tickets?

All your e-tickets will be sent to your e-mail address shortly after your reservation is confirmed and payment is finalized. If you are reserving on request special conditions applies, please read below answer to the question: “What does it mean that my tickets are on request?”
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What does it mean that my tickets are on request?

For certain events, especially if a dinner is included, we need to get the reservation confirmed by the venue or our local agent in Florence. This usually takes less than 24 hours, so we should have received an answer from Florence the same day as your reservation, or, at the latest, the next day (If the next day is a weekend or a holiday, the first available business day). This we call “A reservation is on request”. When your reservation is confirmed by the venue or our supplier, your e-tickets will be sent to your e-mail address, and payment will be finalized. If your reservation is declined by the venue or our supplier (usually because the event is sold out), we will send you an e-mail to inform you the reservation is not confirmed and the reservation is cancelled. If your reservation is cancelled and not confirmed, no money is paid and no payment is finalized.
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Are there discounts for children?

Yes, children's tickets are available for many of the attractions we offer in Florence. It is important that you check the age limit for each type of ticket before you reserve, as the age limit varies.
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Do I need ID when I exchange and pick up my tickets?

No, the person who presents the e-tickets at the venue or at the meeting point for your reservation will get access to the venue, attraction or tour.
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Can I cancel, return or refund tickets, if I cannot use them?

Paid and confirmed tickets can generally not be cancelled, refunded or exchanged to a new date. However we, the venue and our local agent can try and re-sell your tickets to other clients or get your tickets refunded, but we cannot promise anything. You can read more about our cancellation policy under 'Contact' at the top-menu.
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