General termes and conditions of sale

I - General information

The Museums are open to the public from 9am to 6pm, Tuesday to Sunday.

- Monday

- Easter Monday
- Whit Monday

- 1 January
- 1 May
- 1 and 11 November
- 25 December

Exhibitions begin and end on the dates indicated on the website.
The use of cameras and mobile phones (for recording still images or video) is subject to the regulations stated in the room or on the works.
The purchaser must also comply with the applicable Visitor's Regulations during their visit to the museums.

Tickets and items sold online cannot be returned or exchanged, except in accordance with the provisions set out in Articles III-4 and IV-5.

II - Contract

The following General Terms & Conditions of Sale (GTC) will apply between the City of Marseille:
Service des Musées
Centre de la Vieille Charité
2 rue de la Charité
13002 Marseille
Email address:

And

The users/purchasers/customers, who buy services or items via the "Ticket Office/Shop" website of the Municipal Museums of the City of Marseille.
The purpose of this document is to define the rights and obligations of the parties in relation to the sale of tickets, tours and catalogues, by-products/articles from the municipal museums, via the online "Ticket Office/Shop", provided by the City of Marseille.
Placing an order implies the user's full and unconditional acceptance of these General Terms & Conditions of Sale.
The purchaser/customer/user declares that he/she is at least 18 years old and has the legal authority to place an order on the Site.

III - Online Ticket Office

1) - Tickets to exhibitions, individual, family or storytelling guided tours and family workshop visits:

Visitors are reminded that any order placed on this site constitutes a contract concluded remotely between the City and the user and implies the latter's unconditional acceptance of the General Terms & Conditions of Sale.
Some free admissions, price reductions and/or services may not be available via the online ticket office, but only at the museum ticket office.
All orders are considered to be acceptance of the description of the exhibitions/services to which the ticket allows access and of the price selected by the user, even if the latter has proof of entitlement to a different rate.
Full-price tickets, as well as those offered at reduced rates and all free admissions, are detailed and available at the ticket office of the Museum concerned.
The prices can be found on the "Musées de Marseille" website: musees.marseille.fr
Tickets for exhibitions and services are sold in euros, inclusive of all taxes.
No additional booking or handling fees will be charged for tickets.
Tickets sold online are valid for a single visit, in accordance with the permitted venue capacity, and with the provisions set out on the Ticket Office website and on the ticket itself.
Tickets may be for a fixed date, a fixed date and time or a date chosen by the holder, within the exhibition/service period ("open" ticket) and in compliance with the permitted venue capacity.

The City of Marseille undertakes to honour orders received on the website, within the limits of availability and the current venue capacity.
The sale will not be considered final until the City has sent the user confirmation of acceptance of the order by e-mail and the full price has been paid.
The images and texts illustrating the exhibitions/services and tickets are for information purposes only and are not contractually binding.
The City of Marseille reserves the right to change prices in accordance with the price lists approved by the City Council.
When ordering, the user is advised to ensure that the ticket price to which he/she is referring corresponds to the price shown on the updated page of the official website of the Marseille Municipal Museums Ticket Office, which can be accessed via: billetterie-musees.marseille.fr and not on an out-of-date page resulting from an online « cache » search.
Tickets may only be purchased by bank card, which is debited upon final confirmation of the order.
The order confirmation and proof of payment are sent to the e-mail address provided by the purchaser during the ordering process.
The City declines all responsibility for any faults that may occur during the ordering, processing or printing of the ticket, insofar as these are unintentional, as well as for negligence leading to the loss, theft or illicit use of the ticket.
The purchaser shall take all necessary precautions to ensure the confidentiality of his/her password, which will never be requested by the City Council staff.

Following the purchase of tickets, the purchaser will receive a confirmation e-mail at the e-mail address provided at the time of purchase, from which the tickets corresponding to his/her order can be downloaded.
The purchaser can then:
- print the ticket at home. To be valid, the ticket must be printed in portrait mode (vertical), without changing the print size, on an A4 sheet of white paper, blank on both sides.
A ticket is issued for each individual. It is the purchaser's responsibility to check that each ticket ordered is fully printed before visiting the venue.
- download the ticket onto a smartphone or tablet (the purchaser must present the ticket to the reception staff, who are not allowed to handle the visitors' devices).
The purchaser may at any time retrieve his/her order and tickets available for download from the website via their online account.
Digital tickets (paper/mobile phone or tablet screens) will be required at the entrance to the Museum and/or the exhibition halls, depending on the layout of the premises.

the following details are available on the online ticket office:
- date and time
- subject and theme
- prices in euros inclusive of all taxes
The services are offered within the limits of availability and of the current venue capacity.
The City cannot be held responsible for any errors, omissions or changes in content.
Images and texts illustrating the services are only indicative and are not part of the contract.
All details, amendments and useful information are normally posted on the Museums' website.

The booking is only considered final after receipt of full payment of the order.
Subject, theme, dates, number and age restrictions on visitors are stipulated on the Museums' website, which the purchaser is advised to consult beforehand: musees.marseille.fr

2) - - Liability, insurance and protection of minors:

The booking and attendance of minors at an exhibition, visit or workshop must comply with the provisions of the Visitors' Regulations.

3) - Security/Fraud:

Tickets are scanned at the entrance to each exhibition venue using a barcode reader.
The ticket may be checked at the entrance to the museum, or even at each exhibition/workshop room, depending on the layout of the venue.
Reproduction, duplication or counterfeiting of tickets is strictly forbidden and may result in prosecution.
The first person to present the ticket will be presumed to be its legitimate bearer and will be the only one allowed to visit the exhibition or to attend the workshop.
The City is not obliged to check the identity of the ticket bearer, nor to verify the authenticity of the ticket. However, the City will refuse entry if prints, reproductions, copies or imitations of a printed ticket are distributed and presented, even though access to the exhibition may have already been granted to the holder of that ticket.

4) - Right of withdrawal - Cancellation/Refund - Claims:

In accordance with Article L.221-28 of the French Consumer Code, paragraph 12, tickets for exhibitions, or for access to leisure services to be provided on a specific date or at a specific time, cannot be subject to a right of withdrawal.
No fees of any kind will be refunded.
An exhibition/workshop ticket will not be refunded or exchanged, even in the event of theft or loss.

Refunds can be requested only for tickets affected by the complete cancellation of the exhibition/services or failure to gain access to the entire exhibition/services on the agreed opening days and times, provided that they have not been stamped/validated.

A request must be sent by e-mail to:
This must be done within 14 days:
- from the day of the visit indicated on the electronic ticket,
- or from the date of the planned visit, in the case of an « open ticket#160;», if the visitor cannot or does not wish to postpone his/her visit
No refunds will be given for restrictions on opening hours, partial closure of the exhibition/workshop site or in the case of free access, particularly on the first Sunday of each month.
Any ticket purchased online at full price, even if the customer is entitled to a reduced price or free ticket (available at the museum ticket office), cannot request reimbursement for the difference.
If the purchaser forgoes one or more services, no recourse, reimbursement or compensation may be sought.
Special, temporary or permanent closures, postponements/cancellations are, in general, specified on the museums' website: musees.marseille.fr
The museums can also be contacted for confirmation, at the numbers and addresses specified on this website.

Any complaints, other than those falling within the scope of Article 5, should be addressed to::
on working days, from Monday to Friday, with all the relevant supporting evidence, as soon as possible.

A response will be sent as soon as possible.

IV - Online shop:

1) - Offers and availability of products:

The products and catalogues are available as long as they are displayed on the Ticket Office/Shop website.
The City of Marseille undertakes to honour the orders received on the website, subject to availability. If a product is not available, the City will inform the customer. The City cannot be held responsible for any error in the description or availability of products offered for sale online.
The images and texts illustrating the products and catalogues are only indicative and do not represent a contractual obligation.
The online sale of products and catalogues is limited to metropolitan France.

2) - Terms of payment - Postage and packing:

The prices of the articles indicated on the site are in euros and include VAT.
Prices do not include shipping, delivery and packaging costs, which will be added, in accordance with the flat fee specified on the Ticket Office/Shop site.
The City of Marseille reserves the right to amend the price and/or flat fee, in particular in accordance with the price lists approved by the City Council, or in accordance with legislation.
When ordering, the user is advised to ensure that the price of the products to which he/she is referring corresponds to the price shown on the current page of the site: billetterie-musees.marseille.fr and not on an out-of-date page, resulting from an online « cache » search.
The payment requested from the customer will correspond to the total amount of his/her purchases, including processing costs, shipping costs and taxes.
The price of the products is payable in full, on the day the order is placed.
Ownership of the products is only transferred to the user after full payment by the latter.
The transfer of the risks of loss and deterioration of the articles, will be carried out on delivery and reception of the products by the customer.

Method of payment:
Bank card: Carte Bleue, Visa, Maestro and Mastercard
The user can access his/her invoice by accessing his/her customer account.

3) - Fulfilment of the order - Home delivery:

The order will be delivered as soon as possible, depending on the availability of packaging staff, and at the latest within 30 days after full payment of the order by the customer.
The customer will be able to track his/her parcel via the Ticket Office/Shop site.

The order will only be dispatched once the order has been confirmed by the customer and full payment has been made.
The City reserves the right to decline any order from a customer with whom there is an ongoing dispute.
The goods will be delivered to the address provided by the customer when placing the order. The latter must ensure that the order is correct. The City cannot be held responsible for any typing mistakes and the consequences that may ensue. In this context, all costs incurred for the resending of the order will be charged to the customer.

4) - Proof:

The electronic registers, kept securely by the City's computer systems will be considered as proof of the communications, orders and payments made between the parties.

5) - Right of withdrawal - defects - complaints

In accordance with the provisions of Article L.221-18 of the Consumer Code relating to the online sale of articles, the user has a period of 14 clear days to exercise their legal right of withdrawal and return, at their own expense, the articles therein, under the conditions detailed in a) and b) below:

a)Firstly, make the withdrawal known by writing to the following e-mail address:
within 14 days, starting from the day following the receipt of the ordered item, or of the last item ordered in the case of a purchase of several products, (if this period expires on a Saturday, Sunday or public holiday, it is extended to the next working day).
The customer can exercise his/her right of withdrawal by using the printable form available here and at the end of this document.
Download the form: Formulaire retraction

b) - Return the products:
- within 14 days of sending the withdrawal form,
- in plastic film (or similar) unopened,
- in their original packaging,
- and in perfect condition, to:

Conservation du Patrimoine des Musées – CPM
Retour Catalogues – Rétractation
4 Rue Clovis Hugues – 13003 – Marseille

Subject to the provisions mentioned above, the price of the goods plus the initial shipping costs will be reimbursed to the customer within the limit of their right to withdraw.
The reimbursement will be made within 14 days following the receipt of the item by the seller, or of the proof of shipment of the item.
The refund will be made through the same means as for the purchase.
Items returned in opened plastic film (or similar), incomplete, damaged, used, soiled, out of their original packaging or otherwise not in accordance with the provisions of article IV-5-1, will not be refunded.
Apart from this right and the provisions set out in the last paragraph of article IV-5-2 below, items will not be refunded.
In accordance with article L.221-28 of the French Consumer Code, the right of withdrawal cannot be applied to audio or video recordings, computer software, periodicals or magazines.

Ordered items delivered with damages, defects or errors warranting their rejection (in accordance with article L.211-8 of the Consumer Code), may be exchanged, subject to a request being made by the purchaser in compliance with the provisions below, and to availability of the goods.

a) - Requests for replacement of such items must be addressed to:
and must be accompanied by:
- proof of purchase
- a detailed description of the damage or defect observed

b) - Damaged and/or defective items must be returned, if possible in their original packaging, to:
Conservation du Patrimoine des Musées – CPM
4 Rue Clovis Hugues
13233 Marseille Cedex 20
- within 3 working days of receipt,
- or within 30 days from the date of the confirmed order, in the case of items ordered and not received.

After this period, the items will be deemed to have been received, undamaged and satisfactory.
The cost of returning the goods must be paid by the customer.
On receipt by the seller of the items, acknowledged to be damaged or defective, the carriage costs will be reimbursed to the customer, according to the carriage costs listed on the ticket office website.
This refund will be made within one month, from receipt of the goods by the seller.

The City will replace at its own expense, as soon as possible and within one month, the items with acknowledged defects.
In case of unavailability of replacements for the items being returned (and only in this case), the reimbursement of the price of the order, (including shipping costs), initially paid by the customer, once the request has been deemed admissible and compliant, will be made to the customer within one month.

LAny complaints, other than those falling within the scope of Article 5, should be addressed to:
on working days, from Monday to Friday, with all the relevant documents, within 72 hours of receipt, if the complaint relates to an order.

A reply will be sent as soon as possible.

V - Changes to the GTC

The City reserves the right to update or amend these GTC at any time.
In case of amendment, the GTC in force on the day of purchase will be applied to each order.

VI - Contract entirety

If, for any reason, any of these terms and conditions should be declared unenforceable, this shall not affect the enforceability of the remaining provisions of these terms and conditions.
The unenforceable provision will then be replaced by the one deemed closest or most appropriate.

VII - Liability

Neither the City nor the purchaser can be held responsible for any non-fulfilment that is due to a case of force majeure, beyond their control.
Likewise, the City cannot be held responsible for the use of the items ordered and delivered, the purchaser being solely responsible for their use by him/herself or a third party.

VIII - French Data Protection Act and the General Data Protection Regulation

The customer is advised that the information relating to his/her order is subject to automated data processing.
Pursuant to Act 78-17 of 6 January 1978, as amended, and the European Regulation governing the protection of personal data (known as « GDPR »), which came into force on 25 May 2018, and which is enshrined in the local authority's register of processing operations, customers are advised that the personal data requested from them is necessary for the processing of their order and is intended for internal use by the City of Marseille.
This data may nevertheless be shared with third parties, specifically the City's cultural partners.
Concerning the information relating to him/her, the customer has the right to access, modify and rectify it in his/her online account, as well as the right to be informed of and to object to it by contacting the Data Protection Officer:

IX - Applicable law - disputes

This contract is governed by French law.
In the absence of an amicable settlement, all disputes arising from this contract, their consequences and outcomes, will be referred to the jurisdiction of Marseille, under the conditions of common law.