FAQs


How do I become a customer?
You will need to register before placing your order or when you check out. Registration requires a valid email address.
 
How do I access my customer account?
You must have previously registered or placed an order on the site.
Click on 'Create an account / Login' and enter your email address and password.
If you have forgotten your password, click on 'Forgotten password' and enter your email address. A new password will be sent to this address. It is vital that you provide a valid email address.
 
How do I change my password?
To change your password, you must first log in via the 'Login' section then select 'My profile' from the menu in the top right-hand corner.
Enter your new password and confirm it, then click on 'Apply'.
 
What type of ticket can I buy online?
You can use our online ticketing service to purchase tickets for the permanent collections and the mezzanine exhibitions, tickets for the temporary exhibition in the Garden Gallery and joint tickets providing access to all areas of the museum. You can also purchase individual tickets for cultural activities and shows and/or concerts at the Claude Lévi-Strauss Theatre.
 
Do tickets purchased online give me fast-track entry?
Your ticket gives you entrance to the museum without having to visit the ticket office, but it does not allow you to skip any queues for security checks or for entering the exhibitions at busy times.
 
I have not received an email confirming my registration, order or payment or the email containing my tickets.
If you think you have registered or placed an order but you have not received an email confirming your registration, order or payment or the email containing your tickets, check your spam email folder.
 
An error occurred during the booking process. How do I know whether my order has been registered?
Do not attempt to place the order a second time.
Two electronic messages will be automatically sent to the email address provided - one confirming payment, the other confirming your order.
You should also check your customer account in the 'Your orders' section to see whether your tickets are available. Should you still have any doubts, please email us at billetterie@quaibranly.fr.
 
How do I print my tickets?
Both confirmation of the purchase of your tickets and your tickets themselves will be sent to you by email. You can also access your tickets at any time via your customer account. Log in to access your tickets. Remember that some transactions can sometimes take several minutes to register.
There are a number of options available to you when it comes to printing your tickets:
 

  • Once you have made your booking, click the 'Tickets' button;

  • Print the attachment sent with the 'My tickets' email;

  • Or print your tickets by logging in to your customer account, going to the 'My orders' tab and clicking on 'Tickets'.

 
Do I have to print my tickets?
You have the option of presenting your tickets on a smartphone or printing them out. Should you choose the latter option, tickets must be printed in black and white or in colour and on a high-quality print setting. Partially printed, soiled, damaged or illegible tickets will not be accepted and will be considered invalid. In the event of an accident or if the print quality is unsatisfactory, you will need to reprint your ticket.
In order to check the print quality of your ticket, check that the information printed on the ticket, along with the barcode, is clearly legible.
 
Can I print my tickets as many times as I like?
Yes, but only the first person to present the ticket in question will be admitted and assumed to be the rightful holder of the ticket. The printed ticket enables you to go straight to the museum entrance, where it will be read electronically using a barcode scanner.
 
I am unable to print my tickets. What should I do?
Ensure that your computer is connected to a working printer and that it has version 8.0 or later of Acrobat Reader installed.
 
What should I do if I have been unable to print my tickets?
If you are unable to print your tickets, take all of the information you have relating to your customer account and your order (name, address, email address, date of purchase and date of visit) to the reception desk when you arrive.
 
Can I present my ticket on my smartphone?
Yes, you can display the ticket you have been sent by email or downloaded from the online sales site on your smartphone or tablet rather than printing it out.
Your smartphone or tablet enables you to use an electronic ticket, meaning that an image of your ticket (or more specifically the unique barcode found on the ticket) will be scanned at the entrance to the museum.
 
What should I do if my ticket gets lost or damaged?
You can print your tickets at home at any time up until the date of your visit.
Take the following steps should you need to reprint them:
Open the confirmation email you received after placing your order and click on the link.
Go to the 'Log in' section and enter your login details.
Next, go to the 'Your orders' section, where you will find the tickets you want to print.
 
Under what conditions can I obtain a refund?
A refund will only be issued if the event is cancelled by the musée du quai Branly - Jacques Chirac, as stipulated in the General Conditions of Sale, and will only be issued to the person who placed the order for the tickets. This right is non-transferable.
You will be informed of the cancellation by email. You may choose to postpone your ticket to a later date or obtain a refund. The procedures to follow will be explained in the email.
 
What can I do if I've purchased the wrong type of ticket?
We cannot modify your order and tickets are both non-exchangeable and non-refundable. In exceptional circumstances, the museum may examine your request and issue a refund, subject to approval. You can apply for a refund by visiting the reception desk in the museum entrance hall.
 
If you have not found an answer to your question, please email us at billetterie@quaibranly.fr.