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Customer Service

The Hermitage Shop wants to make your shopping experience as enjoyable as possible. Links to information about the site and our policies are provided below. If you need additional assistance, please contact Customer service.

Addressing information

In order to make your ordering process easier, we’ve listed our addressing guidelines here:

We can not ship to PO Boxes
APO/FPO: For APO or FPO addresses, please enter APO or FPO in the City field and select one of the following in the State field: Armed Forces Europe (includes Middle East, Africa, and Canada); Armed Forces Americas; or Armed Forces Pacific. Also make sure that you have selected U.S.A. in the Country field.
US Territories: The US territories can be found in the State/Prov/Terr drop down box.
Canadian Provinces: The Canadian provinces can be found in the State/Prov/Terr drop down box.

Buying tickets to the Hermitage

Entrance tickets to the Hermitage can be purchased over the Internet on the Tickets page of the shop website. Purchasing Hermitage tickets online allows the visitor to perform the transaction using a credit card and avoid standing in line at the museum ticket office.

Attention buyers and agencies. Below you will find important information with requirements to purchasing large quantities of tickets/vouchers:

Purchasing quantities of 20 and above vouchers for tourist groups PER VISIT.

Please contact us with a specific arrival and visit DATE to the Hermitage State Museum. Our staff members will meet your group at the Hermitage State Museum on the designated day and will help exchange vouchers for real museum admission tickets. This will help avoid any discrepancies and any delays for the entire tourists group. Our representative’s name and direct contact information such as Office, Mobile Phone numbers and e-mails will be provided one week prior to your departure date. Please send us the name of your group’s representative and contact information as soon as possible. In addition to help us assist you better please email the Steam Line, Ship name or the Hotel name where you will be staying.

For any questions or additional information please contact us at: corporatesales@hermitageshop.org

How to purchase tickets?

Tickets can be purchased on the Tickets page of the shop’s website. You will buy a VOUCHER, which you will exchange for ADMISSION TICKET upon your visiting The Museum. While placing the order you will be asked to type in some information: your name, type and quantity of tickets, e-mail address, and credit card information. You will receive a confirmation, as well as the Ticket Vouchers, via the e-mail address that you provide to us, so it is very important that all of the information you entered is valid and correct. If you wish to buy two different types of tickets, you should place a separate order. Once you place your order through the website, you will receive an automated confirmation email, acknowledging that your order was received. If you did not receive this confirmation email, containing your order number, it is mostly likely due to either an incorrect email address being provided or your email program blocking the sender (us). When you place an order with our e-shop, you will receive a Ticket Voucher via email in 20 minutes after completion of your order. If you have not seen this e-mail in over 1 hour, we suggest to check your spam folder, our e-mail may be stuck in there, being treated as spam. If you cannot find the e-mail with the voucher attached, please e-mail our customer support: tickets@hermitageshop.com and service@hermitageshop.org and we will resend it to you again, as well to any additional your e-mail addresses you would specify. The voucher comes as an attachment file in PDF format. Note: In order to view and print PDF files, you will need to download a free copy of Adobe Acrobat Reader. To open an Acrobat Reader file (a PDF file), double-click on it. The Order change and Order cancellation policyapplies to ticket sales. Unused Vouchers are refundable upon cancellation (less Processing Service Fee included in total ticket price).

The voucher is valid for 6 month.
You can return your voucher and get the refund within 5 days after placing your order.
A nonrefundable Processing Service Fee $3.95 applies per each Ticket sold.

There are certain categories of visitors who are eligible for a free admission. You can find information about this below in the section entitled “Eligible for a free admission”.

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How to pick up tickets at the museum?

By purchasing Hermitage tickets online from this website you will avoid a long line at the ticketing office in the museum. Once you have done so, please follow these directions:

Print out your Voucher and have it with you while in S-Petersburg.
On the day of your visit, please use the address: 2, Dvortsovaya Ploshchad (Dvortsovaya Square) as the Main entrance to the State Hermitage Museum (see the Directions section).
From the 1^st May to September 30^th Internet Ticket Cashier Booth is situated right after the Main Gate (under the arch, before the entrance to the Main Yard). Look for “INTERNET TICKET” sign on the booth.

From the 1^st October to April 30^th go to the Administrator’s Desk (located in the center of the vestibule between the cashiers’ desks) in the Main Hall. To get there you should enter the museum through the main entrance, bypassing the queue that stands for the tickets to the cashiers’ desks.
Please, prepare the Ticket Voucher and a valid photo ID of the Voucher holder.
Present your Voucher to the Cashier, along with a valid form of ID.
The Cashier will redeem/exchange your Voucher(s) for actual Ticket(s) for immediate admission. The voucher holder will not be able to redeem the voucher for the ticket(s) without the ID. Valid form of ID (passport, Drivers License, student ID card etc) is a requirement to enter the State Hermitage Museum. Internet Ticket Voucher carries your name, which should match the name of an actual Voucher holder.
When you receive the actual Ticket(s), proceed through the Main Yard to the Main Entrance, using the green corridor (marked as for people with tickets).
If needed present your Ticket(s) to the Entrance Administrator and enter the museum.
Follow the directions through the Main Hall to enter the expositions.

Should you have any problem retrieving your booking information in the Box Office system, the Reception Administrator (at the Main Hall Information Desk) will assist you to contact the Customer Service Office in St Petersburg. Customer Service phone number: + 7 (960) 269-2064. If you have forgotten or lost your Voucher and are in St Petersburg already, please contact the Customer Service Office before visiting the museum. The phone number: + 7 (960) 269-2064.

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Types of tickets

Two types of tickets are available through the website. The cost of the ticket includes a privilege to use photo/video cameras, where permitted. A nonrefundable Processing Service Fee $3.95 applies per each Ticket sold. This service fee is included in the ticket price. Unused Vouchers are refundable upon cancellation (less Processing Service Fee).

One Day Simple entrance ticket to the State Hermitage

Simple entrance ticket to the State Hermitage allows you to visit the whole complex of Hermitage buildings located on the Palace Embankment that contains the main exhibition halls. You will have access to the main displays and temporary exhibitions, housed in five interconnected buildings. This ticket is valid for one day. The booking is valid indefinitely. This type of ticket costs US $17.95 (all fees and taxes are included).

Two Day Combined entrance ticket to the State Hermitage

A combined entrance ticket to the State Hermitage allows you to visit all the museum facilities operated by the State Hermitage in St Petersburg, including:

the main displays located in the five interconnected buildings of the museum on Palace EmbankmentAddress: 38 Dvortsovaya Naberezhnaya
the displays in the General Staff building Address: 8 Dvortsovaya Ploshchad
the Menshikov Palace Address: 15 Universitetskaya Naberezhnaya
the Winter Palace of Peter the Great Address: 32 Dvortsovaya Naberezhnaya
the Porcelain Museum Address: 151 Prospekt Obukhovskoy oborony

This ticket is valid for two consecutive days. If the Museum is closed on one of the days, the second day to visit the Museum is automatically set to be the next business day. This type of ticket costs US $25.95 (all fees and taxes are included). The voucher is valid for 6 month. You can use it any time in the future, at your convenience. You redeem/exchange your Voucher for an actual Ticket, at specific date(s) of your choice. You can return your voucher and get the refund within 5 days after placing your order. For further information about the various displays operated by the Hermitage in St Petersburg, please use the following links:

Eligible for a free admission:

Children – under 17 years old
Students of educational institutions of any kind, regardless of age, country or citizenship, with a valid student’s ID card.
Retirees (citizens of Russia)
Members of ICOM – the International Council of Museums
Citizens holding the privilege to visit museums in Russia for free, as set forth by legislation of the Russian Federation.

Those who are eligible for a free admission to the State Hermitage Museum will get a Complimentary Entrance Ticket. If this happens to be a member of your family or group, and you are a Ticket Voucher holder, you may proceed all together to the Administrator; present the Administrator your Voucher and all the documents, confirming the privilege for a free admission (not required for pre-school and school-age children).

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Museum working hours

Daily (except Monday and Sunday)
museum open from 10:30 a.m. to 6:00 p.m., ticketing office open from 10:30 p.m. to 5:00 p.m.
Sundays
museum open from 10:30 a.m. to 5:00 p.m., ticketing office open from 10:30 p.m. to 4:00 p.m.
Mondays
museum is closed. Ticketing office is closed.
Russian national holidays
listed below and pre-holidays, museum is open from 10:30 a.m. to 5:00 p.m. Ticketing office is open from 10:30 a.m. to 4:00 p.m.

Russian public holidays:

1 and 2 January – New Year’s Day
7 January – Christmas Day
8 March – International Women’s Day
1 and 2 May – Labor Day/Spring Day
9 May – Victory Day
12 June – Russian Independence Day
7 November – Day of Accord and Reconciliation
12 December – Constitution Day

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Information for Visitors

You can obtain information about the Museum’s working hours and its services for visitors through the Hospitality Service of the State Hermitage. The Hospitality Service can be reached at: +7 (812) 710-9079.

If you wish to order a guided tour, please call: +7 (812) 571-8446.

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Information for Visitors with Special Needs

Visitors with limited mobility may use the entrance from the Palace Square. For all questions related to organized visits to the museum for individuals with special needs and the rental of wheelchairs, please call: +7 (812) 710-9079, or ask for an Administrator’s assistance while in the Museum.

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Directions

Address: 2, Dvortsovaya Ploshchad (Dvortsovaya Square) 190000, St Petersburg

City Transport

Metro Stations: “Kanal Griboyedova”, “Nevsky Prospekt”, “Gostiny Dvor”
Trolleys: 1, 7, 10
Bus: 7
Express buses: 7, 10, 147
Minibuses: 128, 129, 147, 228

Simplified Public Transport Map

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Claims

Should you have any problem with your order, please don’t hesitate to contact our Customer Service.

Customer service – United States, Canada and other countries

How can we serve you better? Please use our Feedback Form to send us your feedback on the Shop.

Our customer service department can be reached in any of the following ways:

By Telephone.From within the United States and Canada, please call toll-free 1-866-701-5653, Monday through Friday, 8:00 a.m. to 3:45 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code, then (818) 701-5652.
By Email.Email any questions to service@hermitageshop.org Please be sure to include your name, mailing address, telephone number, and order number (if any) so that we may provide you with the best possible service.
By Fax.You may fax your inquiries to (818) 701-0652. From outside the United States and Canada, please dial the appropriate United States access code
By Mail.Inquiries for Customer Service should be addressed to:
The Museum On Line, Inc

Customer Service

19151 Parthenia Street, Suite F

Northridge, California 91324

USA

Please, make sure to include your name, mailing address, telephone number and order number, for us to help you in the best way possible.

Discounts

Membership discounts.

Members of specific associations such as: American Friends of the Hermitage and The Hermitage Friends are entitled to a 10% discount on most products that can be ordered through this website. In order to take advantage of this discount, the buyer must enter a specified 8-digit code into the special field during the checkout process. This discount code would be communicated to members by their respective associations.

Coupon Discounts.

From time to time this website will distribute discount coupons to potential customers. Discount coupons are in the form of an 8-digit code that a buyer can enter during the checkout process. A discount coupon can only be used once. The website will ignore a discount coupon that is expired or has already been used. Selected products are excluded from membership and coupon discounts. The most notable exceptions are Hermitage entrance tickets and gift certificates. At times we will run promotions on specific products and offer those products at reduced prices.

Forms of payments and payment processing

We accept the following credit cards: Visa, MasterCard, American Express, Discover, and JCB. If you would like to use another form of payment, please contact our Customer Service. Please do not send cash or international money orders. Please note our policy for Special Orders.

All credit card charges will be in US Dollars. Please do not use dashes or spaces when entering your credit card number, and be sure to include the expiration date in mm/yyyy format. Payment for purchases on The Hermitage Museum Shop website will appear on your credit card statement showing Museum on Line Inc. as the payee. Museum on Line Inc. is the company that performs order fulfillment for this website.

Large quantity sales

If you would like to receive information about our corporate sales program or purchase the Museum’s products in large quantities, you can contact our agents:

Phone:1(818) 701-5652 Tuesday through Friday, 9:30 a.m. to 4:00 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code.+ 7 (812) 495-7132 or 7(921) 992-6828 Monday through Friday, 10:30 a.m. to 6:00 p.m. UTC/GMT+3.
Fax: 1(818) 701-0652. From outside the United States and Canada, please dial the appropriate United States access code.
Email: corporatesales@hermitageshop.org

Our agents will be happy to assist you and discuss available discounts, reserved for large corporate sales.

Attention buyers and agencies.

Groups are welcome to buy tickets online. It is one of the easiest ways to come with a group to the Hermitage. The group leader should be the voucher holder; he comes to the INTERNET TICKET DESK (see: How to pick up tickets at the museum), shows the voucher and ID. After that he receives all the ordered actual tickets.

Finally the group should just follow “the green corridor” for people with tickets and enter the museum.

Membership

As discussed in the Discount section, being a member of one of the many Friends of the Hermitage associations entitles you, among other privileges, to a discount on products sold on this website. Membership cannot be purchased on this website at this time. For additional information on membership, please visit the Friends of the Hermitage website or contact any of the following organizations:

The Hermitage Friends
34 Dvortsovaya Naberezhnaya,
190000 St. Petersburg, Russia
Tel : +7 (812) 110 9005
Fax: +7 (812) 311 9528
E-mail address: development@hermitage.ru
Working time: Monday through Friday, 10:30 a.m. to 5:30 p.m Moscow Time (GMT +3)

American Friends of the Hermitage
26 Broadway, Suite 956
New York, NY 10004-1717
Tel.: (212) 785 94 45
Fax: (212) 785 67 80
Feedback: http://hermitagemuseumfoundation.org/contactus.php

Multiple shipments for backordered products

If you place an order for multiple products and not all items are in stock, we will ship the available items immediately, but we will ship the backordered products later, according to the dates specified in sales orders. If you prefer your order to be delivered as one shipment only you should contact our Customer Service.

Order change and Order cancellation

With the exclusion of special orders, order changes and cancellations will be accepted at no charge prior to shipping. Please note that order changes and cancellations cannot be requested through the shop.hermitagemuseum.com website. You will have to contact our Customer Service:

Via e-mail to service@hermitageshop.org. Please make sure you include your order number as provided on the website at the time of placing your order.
By sending a fax to (818) 701-0652. Please make sure to include your order number as provided on the website at the time of placing your order. From outside the United States and Canada, please dial the appropriate United States access code.
By calling our service center at 1-866-701-5653 Monday through Friday, 8:00 a.m. to 3:45 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code, then (818) 701-5652.

After shipping, please refer to the Returns section on how to return or replace items.

In the special order case, order changes or cancellations will be accepted at no charge until the request to manufacture the item is placed with the original manufacturer.

Order confirmation

All orders accepted on the website are pending upon payment verification. Once we receive your order, our Customer Service department will send you an order confirmation via e-mail, informing that your order has been accepted and payment has been verified. The order confirmation e-mail will summarize all the particulars pertaining to your order. In the unlikely event of a discrepancy between the information provided on the website and the information provided in the confirmation email, the content in the latter will prevail.

If for any reason we cannot verify your payment, we will inform you by e-mail. In such a case you will have to re-enter your order on our web site.

Another e-mail will be sent to you when your shipment is leaving our warehouse. This e-mail will also contain the name of the shipping company in charge of the delivery, a tracking number, and information on how to track your shipment over the Internet.

If you pay for your order using a credit card, the order confirmation e-mail will be sent to you at the latest by close of business (US Pacific Standard Time) on the following business day after you placed your order.

If you pay for your order by check or money order, the order confirmation e-mail will be sent to you once we receive your check or money order and funds have been verified.

The order confirmation e-mail will contain:

Status of your order: accepted or not accepted
Itemized price, including taxes and shipping and handling costs
Expected delivery dates of the items you have purchased
In the event you purchased State Hermitage Museum tickets or gift certificates, which can be delivered electronically, the e-mail will contain access codes with some guidance and instructions.

Order processing times

All items in stock will be shipped within 1 – 3 business days, upon payment verification. Backordered items will be shipped within 1 to 3 business days after they become available at our warehouse. Dates of availability will be indicated on the website whenever possible.

Returns

If you are not entirely satisfied with goods you purchased on this website, please return them to our service center (in the condition you received them, in their original packaging and with all relevant documentation) within 30 days of receipt and we will be happy to exchange them or refund your purchase.

If you want to return one or more items for refund or exchange, please follow these instructions:

Contact Customer Service to obtain an RMA (return merchandise authorization). Returning a package without an RMA number will result in slower processing and a delay of your exchange or refund.
You can request an RMA:
- Via e-mail to rma@hermitageshop.org. Please make sure you include your order number, invoice or packing list number, a list of the item(s) you intend to return, and a reason for why you are returning the item.
- By sending a fax to (818) 701-0652. Make sure to include a copy of the invoice or packing list, a list of the item(s) you intend to return, and a reason for why you are returning the items. From outside the United States and Canada, please dial the appropriate United States access code.
- By calling our service center at 1-866-701-5653 Monday through Friday, 8:00 a.m. to 3:45 p.m. Pacific Time. From outside the United States and Canada, please dial the appropriate United States access code, then (818) 701-5652.
Place the returned item(s) in proper packaging. We recommend that you use the same packaging in which we shipped the items to you. We will not refund or replace items that are damaged due to improper packaging.
Write the RMA number on the outside of the box clearly and visibly
Mail your package at your expense to:
The Museum On Line, Inc
Customer Service
19151 Parthenia Street, Suite F
Northridge, California 91324
USA
We recommend that you request a return receipt or any other mean of delivery certification. Please note that special orders have a different return policy.

Sales Tax

Sales tax will be calculated based on the shipping address to which the order is shipped. Sales tax will be added to all purchases delivered to the state of California. Sales tax will not be applied when purchasing a gift certificate. It will eventually be applied when the gift certificate is used to pay for an order, if required. Sales tax will be computed before including shipping and handling charges.

Sales tax will not be applied to the sales of State Hermitage Museum entrance tickets.

Security and handling of personal and sensitive information

The online Hermitage Shop makes every effort to ensure that all of the transactions made on The Hermitage Museum Shop website are secure. All credit card numbers submitted to the site are encrypted using “Secure Socket Layer” (SSL) encryption, which is the industry standard for information security and is used by more than 100,000 websites in more than fifty countries. Credit card and any personal information will be removed from the server hosting the website within a few hours of the time the order is placed. We will retain your order information for our records, but this information will never be sold or shared with others.

Shipping & Handling

Shipping and handling costs are calculated based on the weight of the items being shipped, including the packing material. An insurance charge will be added to all orders with a value higher than $100 (including S & H). A $2.50 flat rate insurance charge is applied to all orders with a value between $100 and $500. An additional $0.50 insurance charge will be applied for every $100 or fraction thereof over $500 of order value.

Deliveries to continental US. The buyer can select one of three delivery services: standard service (usually delivered in 3-5 business days), second day express or overnight express. The website will calculate the total shipping and handling cost and will include it into the total charge of the order.

Deliveries to Alaska, Hawaii, and Puerto Rico. Only the ‘second day express’ level of service is offered for these orders. The website will calculate the total shipping and handling cost and will include it into the total charge of the order.

Deliveries to APOs. A special rate applies to these orders, which is higher than the continental US rate. The website will calculate the total shipping and handling cost and will include it into the total charge of the order.

Deliveries to countries other than the USA. Only the ‘international economy’ level of service is offered for these orders. The website will calculate the total shipping and handling cost and will include it into the total charge of the order.

All international customers are responsible for Custom Duties, as per the laws and regulations of their home countries.

For shipments exceeding 95 pounds, S&H charges will be determined and a quote will be sent to the customer in the order confirmation e-mail.

Delivery is available to street addresses only. We are not able to deliver to post office boxes.

Special orders

Special order items are products that are not kept in stock but are custom made upon a customer order. Examples of special order products are handmade copies of paintings and furniture (these offerings may not be available at all times). These products will be displayed as part of the catalog, but cannot be ordered via the website. To order these products, please contact Customer Service. Please note that special order items can be paid by check or money order only.

Most special order products require extensive time for delivery, usually several weeks (more detailed information is available in the catalog). When placing a special order the customer will be asked to make an advanced payment, usually 30% of the total product price. Once the product is ready for shipping, the customer will be informed via phone or e-mail and will be requested to settle the balance of the order. Product shipment will take place after this second payment is verified.

The refunds or cancellation policy of special orders is the following:

Changes or cancellations will be accepted at no charge until the request to manufacture the item is placed with the original item manufacturer.
After the special order has been placed with the product manufacturer, a cancellation will result in the customer losing his/her advance payment. Special order changes will be accepted at our discretion, possibly for an additional charge.
After the final payment, no refunds or order cancellation will be accepted on special orders.

Warranty

With the exception of our 5 days return policy, any other warranty against defects on materials or workmanship, when available, will be provided by the respective manufacturers only. Please contact Customer Service for any additional information or manufacturer addresses.