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.
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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.
How to purchase tickets
Tickets can be purchased on the Tickets
page of the shop's website.
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 immediate 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).
In one to three days after the order is placed and payment is verified, you will receive another e-mail, this time containing the Ticket Voucher (proof of purchase) in an attached PDF file. You might want to turn off your SPAM/junk filter, during the time you are waiting to receive our email, since your mail server may block these emails or put them to the SPAM/junk folder. You should contact our Customer Service on the 4th day if you still have not received your Voucher.
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 policy applies
to ticket sales. Unused Vouchers are refundable upon cancellation (less
Processing Service Fee).
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). Go to the Administrator's
Booth (located in the center of the vestibule).
- Present your Voucher to the Administrator, along with a valid form of ID.
- Administrator will redeem/exchange your Voucher(s) for actual Ticket(s) with specific date(s) on it.
Valid form of ID (passport, Driver’s License, etc) is a requirement to enter the State Hermitage Museum.
You will not be able to obtain the tickets without the Voucher and
a proper ID.
Should you have any problem retrieving your booking information in the Box Office system, the Administrator will assist you to contact the Customer Service Office in St Petersburg. The telephone number is: +7 (812) 710-9832, or 18-32 on the house telephone.
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 telephone number is: +7 (812) 710-9832.
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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. Unused Vouchers are refundable upon cancellation (less Processing Service Fee).
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.
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 Embankment
Address: 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.
Internet Ticket Vouchers don't have an expiration date and are valid indefinitely. You can use them any time in the future, at your convenience. But when you redeem/exchange your Voucher for an actual Ticket, the specific date(s) of your choice of when you wish to visit the Museum will be shown on the Ticket.
For further information about the various displays operated by the Hermitage in St Petersburg, please use the following links:
Displays
in the main Hermitage complex
Displays
in the General Staff building 1
Displays
in the General Staff building 2
The Menshikov
Palace 1
The Menshikov
Palace 2
The Winter
Palace of Peter the Great 1
The Winter
Palace of Peter the Great 2
The Porcelain
Museum
Eligible for a free admission:
- Children - under 17 years old
- Students of learning institutions of any kind, regardless of age or citizenship, with 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.
ticket 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.
ticket office open from 10:30 p.m. to 4:00 p.m.
- Mondays
museum is closed.
ticket office is closed.
- Russian public 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
Simplified Public Transport Map

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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
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Claims
Should you have any problem with your order, please don’t hesitate to contact our Customer
Service.
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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@shop.hermitagemuseum.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.
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Customer service - Russia and other former USSR countries
If you are located on the territory of Russia or other former USSR countries, please address your inquiries or any questions you might have to the Customer Service in our Office in Moscow.
Our Moscow Office of the Customers Service can be reached in any of the
following ways:
- By phone:
From Russia and former USSR countries, please call us at +7 (495)
918-0971. Monday through Friday, 10:00 a.m. to 18:00
p.m. (Moscow time).
- By e-mail:
Email your questions to moscow_office@shop.hermitagemuseum.org
Please be sure to include your name, snail mail address, telephone number,
and order number (if any) so that we can provide you with the best possible
service.
- By fax:
You may fax your inquiries to the Moscow Office of the Customers Service
at +7 (495) 918-0971.
- By snail mail:
Inquiries for the Moscow Office of the Customers Service should be addressed
to:
The Museum On Line, Inc
Moscow Office of the Customers Service
13 Krasnokazarmennaya Street, Suite 302
Moscow 111250
Russia
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Discounts
Membership discounts.
Members of specific associations such as: American
Friends of the Hermitage and the Russian Friends of the Hermitage 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.
Membership to these associations is currently unavailable and cannot be purchased through this website.
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. You are invited to take a look at the Special
Values gallery on the website for a selection of products being offered at special prices.
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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 shop.hermitagemuseum.org 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.
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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.
- Fax: 1(818) 701-0652. From outside the United States and Canada, please dial the appropriate United States access code.
- Email: corporatesales@shop.hermitagemuseum.org
Our agents will be happy to assist you and discuss available discounts, reserved for large corporate sales.
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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:
Russian Friends of the Hermitage
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)
The
American Friends of the Hermitage
26 Broadway, Suite 956
New York, NY 10004-1717
Tel.: (212) 785 94 45
Fax: (212) 785 67 80
E-mail address: info@hermitagemuseumfriends.org
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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.
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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@shop.hermitagemuseum.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.
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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.
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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.
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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 5 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@shop.hermitagemuseum.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.
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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.
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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 shop.hermitagemuseum.org 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.
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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: regular ground 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.
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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.
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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.
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