Terms & Conditions

  • After placing an order with our e-shop, you will receive a Internet Ticket via email.
  • If you have not received this e-mail, we suggest you check your spam folder. If you cannot find the e-mail with the ticket attached, please contact our customer support: service@hermitageshop.org, and we will resend it to you, as well as to any additional e-mail addresses you specify.
  • The ticket comes by link for downloading. To view and print out this file you must use Adobe Reader, a program that can be downloaded for free.
  • When placing an order for a group, you will receive a ticket for each member of the group. All tickets will be on the name of the person who places the order; you don’t need to submit the names of all visitors.
  • To enter the museum, show a printed ticket to the security at the entrance.
  • To enter the exposition, scan the bar code on a printed ticket at turnstiles.
  • Tickets printed at home are only valid if printed on white A4 paper. Partially printed, dirty or damaged tickets will not be accepted and will be considered invalid.
  • If you cannot print the ticket, please approach the Internet Ticket Booth (entrance to the Small Hermitage from Millionnaya street, enter between the New Hermitage and the Small Hermitage buildings) or the Information desk; you will need to name the number of your order, the name it has been placed under, and present a valid ID.
  • To redeem complimentary tickets for children under 18, students, seniors (the quantity must be noted in the order, max.2 per order), please approach the Internet Ticket Booth or the Information desk; you will need to name the number of your order, the name it has been placed under, and present your ID and the documents proving free admission (none needed for children).
  • Shall you have any problems with your ticket, please contact Customer Support info@hermitageshop.com or the Internet Ticket booth (Shuvalovsky entrance).
  • The ticket is valid for 180 days. Partial refund is not possible; you can only return the whole order.
  • The ticket includes a privilege to use photo/video cameras, where permitted.
  • Unused tickets are refundable upon cancellation (less Processing Service Fee). A nonrefundable Processing Service Fee $3.95 applies per each one-day entrance Ticket sold and $4.95 applies per each two-day entrance Ticket sold.
  •  All fees and taxes are included in the ticket price.
  • The ticket is valid for one entry to each facility during one day (for one-day tickets) or two consecutive museum working days (for two-day tickets).

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