Online ticketing FAQs | The Victoria Art Gallery
Image: The permanent collection in the Upper Gallery Image: The permanent collection in the Upper Gallery Show image info

The permanent collection in the Upper Gallery

Online ticketing FAQs

The following FAQs relate to buying tickets online. For general questions about your visit to the Victoria Art Gallery please go to the FAQs page.

Online tickets

How does purchasing my ticket online work?
  • After selecting your preferred date and entry time slot online, you will be given a choice of how to receive your tickets. You can choose to print your tickets at home (Print At Home (VAG)) or to collect your tickets on arrival (Collect at the Victoria Art Gallery entrance).
  • If you choose Print At Home: you will be prompted to pay with a credit or debit card. A payment receipt and an Order Confirmation will be emailed to you and your tickets will be attached to the Order Confirmation email. You must ensure you print your tickets and bring them with you
  • If you choose Collect at the Victoria Art Gallery entrance: you will be prompted to pay with a credit or debit card. A payment receipt and an Order Confirmation will be emailed to you. On the day of your visit to the Victoria Art Gallery, you must bring a printed copy of your Order Confirmation to present at the entrance desk. This will be checked by a member of staff who will issue you with tickets valid for entry.

The Victoria Art Gallery does not send out printed tickets

Are there booking fees for buying online?
  • No.
How far in advance of visiting do I need to buy a ticket online?
  • To avoid disappointment you can currently purchase tickets for the Victoria Art Gallery up to 31 December 2018. (The Victoria Art Gallery is closed on 25, 26 December and 1 January). Subject to availability, tickets may be purchased until one hour before your visit. After that time you will need to buy your tickets at the Victoria Art Gallery entrance desk.
I have bought a family ticket, valid for up to four children, why have I only received two child tickets?
  • Two child tickets are issued as standard, any additional child tickets that are required will be issued to you at the point your tickets are scanned.
I am a student outside of the UK, will you accept my student card?
  • We accept student cards from anywhere in the world, as long as they state that you are a full time student
I have some unused tickets left over from my visit – can I use them another time?
  • No. Single site admission tickets must be used on the selected date. Saver tickets must be used at the second and third museum within 14 days of the allocated entry time at the first museum if bought in person. Saver tickets can be used within 90 days from the date of purchase when bought online.
Do I have to print my print at home tickets or can I show them on my phone?
  • If you can open the Print at Home PDF file that is attached to your confirmation email, then we can scan the barcode directly from your phone or tablet at the entrance desk on the day of your visit.
I would like to visit with a carer – do I need to buy a ticket online for them?
  • A visitor with a disability will be charged the standard price for admission and can book tickets online in advance of the visit. An accompanying carer goes free and will be issued with a ticket on arrival. For further information regarding general access and suitability of our attractions for disabled visitors, please visit our accessibility page.
I have an Annual Pass or Discovery Card already, do I have to buy a ticket online?
  • No, as an Annual Pass or Discovery Card holder you are entitled to free entry to the Victoria Art Gallery. On arrival please present your card to a member of staff who will direct you to the appropriate queue. Please note: Any accompanying guests of the card holder will need to purchase a ticket. Tickets can be purchased online in advance or on arrival.
Can I use discounts when I book tickets online?
  • Unfortunately discounts can only be applied to tickets bought at the entrance desk on arrival.
I am a member of the National Trust; would I be entitled to free entry?
  • The Victoria Art Gallery is owned by Bath & North East Somerset Council and is not affiliated with the National Trust. Members of the National Trust are not entitled to free entry.
Do you accept English Heritage cards?
  • The Victoria Art Gallery is owned by Bath & North East Somerset Council and is not affiliated with English Heritage. Members of English Heritage are not entitled to free entry.
Do you sell Gift Tickets?
  • Unfortunately we do not currently sell gift tickets.

 Placing an order, payment and delivery

How do I know that you have received my order?
  • When you submit your order, the email address you provided will receive two emails. The first email will be a payment receipt from WorldPay, the second will be an Order Confirmation. Your Order Confirmation email will include a breakdown of the tickets and products you have ordered and the total cost.
I haven't received my email confirmation, what do I do?
  • Please allow approximately ten minutes for your order confirmation to come through. In addition to this, please make sure you check your spam folder as emails can sometimes be redirected to this folder. If it is not in your spam folder please email us to have your order confirmation sent out again.
I’ve accidently booked multiple tickets online, what do I do?
  • Please email your request into our Bookings Office. To ensure we are able to resolve the issue as quickly as possible, please include the following details in your email:

- The full name that the order was made under
- The Order Number(s) of your booking(s)
- The Order or number of tickets you would like to be refunded

Please note: We are only able to resolve such issues during office hours (The Bookings Office is closed during weekends and Bank Holidays) and often in the event of a failed or voided transaction it may take up to two weeks for banks to reconcile the outcome of the transaction. Failure to contact us before your visit date may result in us being unable to refund the additional tickets.

My booking failed halfway through the process and it looks like I’ve been charged – what do I do?
  • Please contact our Bookings Office. To ensure we are able to resolve the issue as quickly as possible, please include the following details in your email:

- The full name that the order was made under
- The Order Number(s) of your booking(s)

Please note: We are only able to resolve such issues during office hours (The Bookings Office is closed during weekends and Bank Holidays) and often in the event of a failed or voided transaction it may take up to two weeks for banks to reconcile the outcome of the transaction.

What forms of payment do you accept online?
  • We accept payment by Visa, MasterCard, Maestro and American Express.
Is it safe to use my credit/debit card?
  • All orders are encrypted so they cannot be read during internet transactions. The secure server software used by the payment provider WorldPay encrypts all your personal information, including credit card details, name and address. A small padlock icon should be visible in the address bar and this is your guarantee that your actions are safe.
  • If you are using Wi-Fi it is your responsibility to make sure that you are using a locked-down network that you can trust.
When will I receive my tickets?
  • The Victoria Art Gallery does not post tickets to you but you will receive an Order Confirmation by email within 5 minutes of your transaction being completed.
  • If you have chosen the Print at Home delivery method, your tickets will be attached to your Order Confirmation. Please print your tickets and present them at the entrance desk.
  • If you have chosen to collect your tickets on arrival, please print your Order Confirmation and present it at the Victoria Art Gallery entrance desk. It will be checked by a member of staff who will issue you with tickets valid for entry.
When will I receive my guidebook?
  • If you buy a guidebook, you can collect it on arrival, the Victoria Art Gallery will not post it to you.

 Allocated Entry Time

What is an Allocated Entry Time?
  • When booking your tickets online you will be given the opportunity to select a date and time for arrival at the Victoria Art Gallery (also known as ‘Allocated Entry Time’). Times are subject to availability. Your allocated entry time will be shown on your confirmation email. It is your responsibility to arrive within your allocated entry time.

When purchasing a Museums Saver ticket online you do not need to select a date or time for arrival. Museums Saver tickets bought online are valid within 90 days of the date of purchase.

What if I miss my Allocated Entry Time?
  • If you miss your Allocated Entry Time you are not guaranteed entry to the Victoria Art Gallery.  We will always try to accommodate you if we can and staff will advise you of the next available time slot. At peak times it may not be possible to find a time slot on the same day in which case it will be necessary to re-book an Entry Time. Tickets are unfortunately non-refundable but if you're delayed due to circumstances beyond your control, we will re-book you for another day. Please leave plenty of time for your journey.
Can I change my Allocated Entry Time or Date of Visit?
  • Yes, you can alter the date and/or time of your ticket(s) for a £10 administration fee. To do this, please email our Bookings Office during office hours and make sure you have your booking confirmation to hand. Please note that all date changes are subject to availability and must be made before the date of your visit.

Refunds  

What is your refund policy?
  • Tickets are purchased under the condition that they are non-refundable. However, we can amend the booking to a more convenient date and time during the current calendar year, subject to availability, for an admin fee of £10.00.

Should you wish to cancel, rebook or amend an order, you can contact our Bookings Office by e-mail Monday – Friday, 8.45am to 4.45pm, please make sure you have your booking confirmation to hand.

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