Frequent Asked Questions (FAQ)

How do I become a customer?
You must register before placing your order or when you validate your shopping cart. To register, you must provide a valid email address.
 
How do I access my customer account?
To access your account, you must first register or make an online purchase.
Click on ‘Log in’ and enter your email address and password.
If you have forgotten your password, click on ‘Forgotten your password?’ and enter your email address. A new password will be sent to your email address. You must therefore provide a valid email address.
 
How do I change my password?
To change your password, click on ‘Log in’ and enter your login details, then go to your customer account menu and select ‘My profile’.
Enter your new password, confirm and click on ‘Apply’.
 
What type of ticket can I purchase online?
Via our online booking service, you can purchase entry tickets for the National Museum of Immigration and the Christian Louboutin, L’Exhibition[niste] exhibition. Due to the health measures related to Covid-19, online purchase of your tickets is mandatory, including visitors benefiting of free tickets and visitors holders of an annual pass.

 
Do I have to queue with a ticket purchased online?
A ticket purchased online allows you to enter the Palais without going to the cash desk, but does not grant no-queue access to security checks or the exhibitions during peak attendance times. Tickets for the Museum and for the Christian Louboutin, L’Exhibition[niste] exhibition are valid for the visit time specified only. We invite you to respect the visit time you booked in order to regulate the number of visitors per slot, due to the health measures related to Covid-19.
 
I haven’t received an email to confirm my registration, order or payment, or the email containing my tickets.
If you believe you have completed your registration or your order and you have not received an email confirming registration, order or payment, or you have not received your tickets, please check your spam inbox.
 
An error occurred during the registration process. How do I know if my order has been taken into account?
Do not place a new order.
Two email messages are automatically sent to the email address you provide, one to confirm payment and a second to confirm your order.
Please check to see if your tickets are available under the ‘Your orders’ section in your customer account. If you have any doubts, please contact us via the contact form to be found on the online booking service (click ‘Contact’ in the menu at the bottom of the page).
 
How do I print my tickets?
An email confirming the purchase of your tickets and an email containing the tickets will be sent to you. Your tickets are also available at any time via your customer account. To access your tickets, please log in. Please note that certain transactions may sometimes take several minutes to process.
You may print your tickets:

• From the confirmation email with an attachment containing your tickets (your email message may contain several attachments, please print all the relevant documents);
• Or by logging into your customer account: open the ‘My orders’ tab and click on ‘Tickets’.

Do I have to print my tickets?
You may present your tickets on your smartphone (m-tickets) or print them (e-tickets). If you choose to print your e-tickets, they must be printed in black & white or in colour. Please ensure high-quality printing. E-tickets which are only partially printed, soiled, damaged or illegible will not be accepted and deemed invalid. In the event of an incident or if the print quality is poor, you must reprint your e-ticket. To check the print quality, please ensure the information specified on the ticket, in addition to the bar code, are legible.
 
Can I print my tickets as often as I wish?
Yes, but only the first person to present the ticket will be admitted. This person is presumed to be the legitimate holder of the ticket. A printed ticket allows you to go directly to the area entrance, where it will be scanned and recognised electronically via the unique bar code. For reduced rate tickets or free admissions, you will be required to provide documentary proof upon admission.
 
I can’t print my tickets. What should I do?
Ensure your computer is connected to an operational printer and that it has at the least a version of Acrobat Reader V8.
  
Can I present my ticket on my smartphone?
Yes, you may display the ticket you received by email or downloaded from the online booking service on your smartphone or tablet. You may present your ticket on your smartphone or tablet; the bar code on the ticket will be scanned upon admission to each area. 
 
What do I do if my ticket is lost or damaged?
Your printable tickets remain available up to the date of your visit.
To reprint your tickets:
Open the confirmation email you received when you placed your order and click on the link.
Go to ‘Log in’ and enter your login details.
Go to ‘Your orders’ and find the tickets you wish to print.
 
Under which circumstances can I obtain a refund?
Payment refund is only possible if the event is cancelled by the Palais de la Porte Dorée, as specified in the Terms & Conditions of Sale, and applies exclusively to the customer having placed the order. This right is non-transferable.
In the event of cancellation, you will be notified by email. You may then accept a postponement or request the reimbursement of your ticket. The procedure for your request will be specified in the email.
 
What do I do if I order the wrong ticket?
We cannot modify your order and tickets may not be exchanged or reimbursed. Nevertheless, and under exceptional circumstances, the Palais de la Porte Dorée may examine your request, subject to approval and within a period of approximately 3 months. You may send your request via the contact form available on this website, to be found in the menu at the bottom of the page.

If you do not find the assistance you are looking for, please do not hesitate to contact us via the form available on this website, to be found in the menu at the bottom of the page.