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FAQs / Help

How do I use my E-Ticket?

You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. Please allow a couple of minutes for this to arrive, and remember to check your junk mail folder if it isn't in your inbox.  Please note we do not send printed tickets.

Download and print out your e-ticket or present it on your smartphone to staff on arrival to the event. Please note, if you have purchased a concession or membership ticket, you will be asked for relevant ID.

I don't have a printer...

If you don’t have a printer, you can present us with your e-ticket on your smartphone or tablet. Alternatively, simply make a note of the 8-digit Booking Reference Number and take it with you, coupled with some ID.

Do you issue refunds?

We are able to issue refunds for events up to 7 days before the event is due to start. Please contact the number/email on your booking confirmation.

In the event that the Wallace Collection decides to cancel an event, you will be contacted to arrange a full refund.

What time do I arrive?

We advise our visitors to arrive 10-15 minutes before an event is due to start. If you require special access facilities, please visit

Can I purchase a ticket at the museum on the day?

In many cases our events are sold out before the date of the event, so to avoid disappointment, we recommend you book online in advance. If an event is not sold out, tickets will be available to buy on the day from our front-reception.

Is museum entry included in my e-ticket?

As a public museum, entry into the permanent collection at the Wallace Collection is free of charge and no bookings are required to enter the building, however you do require a ticket to view our ticketed displays and events. We are open to the public 10am-5pm daily.

Is there wheelchair access?

Yes. For more information on our access facilities please visit:

How can I get in contact with you?

For more information on visiting the museum, please see: , otherwise you can address booking questions to 020 7563 9527 or

Trouble with your purchase? Contact The Wallace Collection 0207 563 9500

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The Wallace Collection

Company Name: The Wallace Collection