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Frequently asked questions

Online ticket sales

Booking & tracking my order

How do I book a ticket?

Please click on this link: http://booking.parisinfo.com to see all our products and select the product of your choice.

When can I use my tickets?

Most of the tickets proposed on our website are valid the day and time of your choice before the expiry date indicated in the description of the product online during your purchase. Please note that for some of our tickets, you must choose in advance the day and time of your visit, depending of the availaibilities.

I booked my tickets but I didn’t receive any confirmation email. How can I be sure that my order has been confirmed?

First of all, please check if our confirmation e-mail didn’t mistakenly arrive in your spam folder. If you can’t find it there, we suggest you to contact your bank to make sure the transaction went through. Finally, if the transaction has been accepted, please contact our Customer service.

How can I update or cancel my order?

Once your booking has been accepted, please note that you won’t be able to update or cancel it.
Please read the information about cancellations in our Terms of Sale.
For more information, click here

I would like to purchase my tickets in advance but it is now too late to ship or collect my order booked online. Where can I buy it?

Most of the tickets proposed on our website are also available in our Welcome Centres in Paris.
For example: Paris Passlib’, Paris Museum pass, the Louvre museum,…

I need help regarding my booking, how can I contact the Customer service?

This page should provide the answers to our frequently asked questions. If your question isn’t answered here, please feel free to contact our Customer Service available from Monday to Friday between 9am and 6pm (excluding public holidays).

Payment of my order

Does Parisinfo.com have a secure payment system?

You will be using a secure server that encrypts your credit card details. Payments to the Paris Convention and Visitors Bureau are encrypted by our partners BNP PARIBAS and Paybox.

The Paris Convention and Visitors Bureau uses SSL encryption to protect your personal and payment information. In all the secure areas of the Parisinfo.com website, the URL begins with https:// (the final "s" stands for "secure"), meaning the information is encrypted and protected before it travels over the Intenret.

What payment methods does Parisinfo.com accept?

Online purchases can be paid for with a credit card or debit card (Visa, MasterCard or American Express) or with Paypal.
Payments by bank transfer, cheque or money/postal order are only available on request to groups, administrative bodies, companies and works councils (and not to private individuals). Please contact us at contactgroup@parisinfo.com if this applies to you.
Please note that orders cannot be shipped until payment has been received in full.

What should I do if I can't use any of the payment methods mentioned above?

You have the possibility of buying the majority of products available on our website at any of our welcome centres in Paris. For details, click here

Do you accept payments by Paypal?

Yes, you’ll be able to pay your order by using your Paypal account. During the checkout, you will be offered the choice to pay with a credit card or PayPal. Then, you’ll be taken to the Paypal site to complete your order.
 

Delivery of my order

What are the various delivery options?

Delivery in France, by La Poste or by DHL

Delivery abroad by DHL

Orders can be shipped to the following countries only : Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Caymans Islands, Chile, China, Colombia, Costa Rica, Croatia, the Czech Republic, Denmark, United Emirates, Estonia, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan,  Lebanon, Luxembourg, Malaysia, Martinique, Mexico, New Zealand, the Netherlands, Norway, Oman, the Philippines, Poland, Portugal, Qatar, Reunion, Romania, Russia, Scotland, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain (except Canaries Islands & Tenerife), Sweden, Switzerland, Thailand, Turkey, United Kingdom, Uruguay, USA and Venezuela.

Delivery by courier to hotels in Paris (postcode 75) and the Paris region (postcode 92, 93 and 94)

Collection to our main welcome centre (25 Rue des Pyramides) or to our Gare de l’Est welcome centre (Place du 11 novembre 1918)

What is the cost of postage?

Hotel (Paris and Paris region) : €12

Delivery in France (La Poste) : €6,35

Delivery in France (DHL) : €12

International delivery (DHL) :

Zone 1 : €14,50
Austria, Belgium, Denmark, Finland, Germany, Greece, Ireland, Italy, Luxembourg, Norway, Portugal, Spain (except Canaries Island and Tenerife), Scotland, Sweden, Switzerland, the Netherlands, Turkey and United Kingdom.

Zone 2 : €22
Bulgaria, Croatia, Estonia, Hungary, Poland, Czech Republic, Romania, Slovakia and Slovenia.

Zone 3 : €24
Argentina, Australia, Brazil, Canada, Caymans Islands, Chile, China, Colombia, Costa Rica, Emirates, French Guiana, Guadeloupe, Hong Kong, Iceland, India, Indonesia, Japan, Lebanon, Malaysia, Martinique, Mexico, New Zealand, Oman, the Philippines, Qatar, Reunion, Russia, Singapore, South Africa, South Korea, Thailand, Uruguay, USA and Venezuela.

How can I get my order delivered to my hotel?

The order must be made at least 4 days before your arrival. Your order will be delivered to your hotel 24 hours before your arrival date and on Friday if you arrive on a Saturday/Sunday/Monday.
Your hotel must have a reception-desk. No deliveries to holiday rental accommodation nor to rental agencies.

Please note, delivery to hotels is only possible in Paris (postcode 75) and close suburbs of Paris (postcode 92, 93, 94).

Once you selected “Delivery at your hotel in Paris”, please don’t forget to complete the following information :
- Your arrival date
- The name you used to book the room
- The name of your hotel
- The address of your hotel

Please note that the Paris Convention and Visitors Bureau cannot be held responsible for an incorrectly entered hotel name or address.
The parcel is your responsibility as soon as it is delivered to the hotel.
The Paris Convention and Visitors Bureau cannot be held responsible for stolen or damaged parcels.
The Bureau takes no responsibility for any eventual delay in delivery or non-delivery because of an incorrect address or name on the reservation.

My country isn't on your list of delivery destinations. What should I do?

If your country is not on the list of destinations to which we ship orders, you can have your order delivered to your hotel in Paris, or collect it from one of our two collection points.

How long will it take to receive my order to my home place?

Your order will generally be delivered within seven (7) business days with La Poste or four (4) working days with DHL in France, four (4) working days in other countries.

Please note that the abovementioned delivery estimates are valid in normal working conditions. Deliveries may be delayed in case of postal strikes, transport disruptions or adverse weather conditions.
The Paris Convention and Visitors Bureau takes no responsibility for any eventual delay in delivery to an incorrect address or for any malfunction in transport services of national or international postal services.

Orders paid for with a credit card will be dispatched the day after they have been processed online. Orders processed on Friday and during the weekend will be dispatched the following Monday.

Can I enter different addresses for billing and delivery?

Yes! You simply enter the delivery and billing addresses separately in the fields provided :

1) Enter your billing address in the field provided
2) Select the “Delivery address different as billing address” box
3) Indicate the delivery address wished

Where can I collect my order?

The collection of your order be done to our Tourist Office located at 25 rue des Pyramides (metro : Pyramides) or to our Gare de l’Est welcome centre (in front of platform 1 and 2. At the arrival of TGV mais lines Cour d'Alsace exit, metro : Gare de l'Est).

When can I collect my order?

You can collect your order to one of our two Welcome centres, when you want between 10am and 6pm.

Can I get a refund if I didn't collect my order?

As indicated in our Terms of Sale, tickets purchased via parisinfo.com cannot be refunded or exchanged.

What documents do I have to show to collect my purchase?

When you come to collect your order, you must present your order confirmation e-mail as well as a piece of ID.

If you do not have your order confirmation with you, we will ask you to provide ID in the name of the person who placed the order online.

What is the maximum period that an order will be available for at the pick-up point selected?

Your order will be available during a period of 2 months following the collection date selected online.
 

The Paris Passlib'

What attractions are included in my Paris Passlib’?

The Paris Passlib' Mini includes :
 
    1. 1-hour sightseeing cruise on the Seine with the Bateaux Parisiens company
    2. A sightseeing bus tour with l'Open Tour
    3. A ticket (dated) for the Eiffel Tower (optional)

     
  • The Paris Passlib' 2, 3 and 5 days includes  :
     
      1. A Paris Museum Pass, which gives you access to more than 50 museums and monuments.
        See the list of museums and monuments included

      2. A travel Paris Visite , which gives you unlimited access to transport in zones 1 to 3

      3. A Paris Passlib' card which includes : 1-hour sightseeing cruise on the Seine with the Bateaux Parisiens company + a sightseeing bus tour with l'Open Tour

      4. A dated ticket for the Eiffel Tower (optional)


    Please note :
    Fast-track entry is not guaranteed at some places for security reasons and at busy times (notably for: Towers of Notre-Dame, Conciergerie and Sainte-Chapelle, Cité de l'architecture et du Patrimoine).

    Admission charge for the gardens of the Palace of Versailles on the days of the ‘Musical Gardens’ and ‘Musical Fountains’ shows.
    NB : For opening times of museums and monuments, please click here.

When can I start using my Paris Passlib’?

The Paris Passlib’ is itself made up of several passes with no fixed validity dates. You may therefore begin to use your Paris Passlib’ whenever you wish. See below the contents of your Paris Passlib’, according to the version you have purchased :

1 Paris Passlib’ card :
(included in all Paris Passlib' Adult, Youth, Child & Mini, 2, 3 and 5 day passes)
It entitles you to a 1-hour cruise, on the day of your choice, on the Seine with the Bateaux Parisiens, and unlimited access for travel on the L’Open Tour bus for one day. Valid once only for each of the 2 excursion service providers; the Paris Passlib’ is activated the first time it is used at one or other of the two partners. Once the card has been activated, you must take advantage of the second excursion service within a period of 120 hours. The Paris Passlib’ card is valid for a year from the date of purchase and expires at the latest on 31/12/2017.

A Paris Visite :
(included in all Paris Passlib' - except for the Mini)
It is valid from the moment that you first use your ticket in the metro or on the bus and expires at the end of the period chosen (2, 3 or 5 consecutive days). The day starts at 00:00 (midnight) and ends at 24:00 (midnight).

A Paris Museum Pass :
(included in the Paris Passlib' Adult - except for the Mini)
It is activated on the day of your first visit. Don’t forget to fill in your surname and first name and the first date of use above. It will be valid for 2 or 4 consecutive days, depending on your chosen package. It is recommended that you begin your first visit in the morning in order to get the most out of your pass.
Museums and monuments included in the Paris Museum Pass can be visited as many times as you wish depending on the duration and the validity indicated on your pass.

 

Is there a pass for young people aged 12 to 25

Paris Passlib’ Child :
> 4 to 11 yrs inclusive (all nationalities)

Paris Passlib’ Youth :
> 12 to 25 yrs inclusive (EU residents) or 12 to 17 yrs inclusive (non-EU residents)

Paris Passlib’ Adult :
> 26 yrs and + (EU residents) or 18 yrs and + (non-EU residents)

Young people aged under 18 years old and 18-25 years old youth residents in the European Union are already entitled to free entry to national museums and monuments; the Paris Passlib’ Youth and Child do not include a Paris Museum Pass.

Is the Eiffel Tower included in the Paris Passlib’?

You can add a fast-track ticket for the Eiffel Tower to you Paris Passlib' that will give you access to the first and second floors by lift.

You can add as many tickets as you wish, according to the number of Paris Passlib' purchased and availability on the website.
For example: for three Paris Passlib' purchased, you will have the possibility of adding up to three fast-track tickets for the Eiffel Tower.

Please note:
All tickets purchased for the Eiffel Tower are non-refundable and non-exchangeable.
 
When can I use my tickets?

You can choose the day and date of your visit during your online booking, according to the availability shown on the website.
Each ticket entitles you to one admission and must be retained until the end of the visit. No re-entry. Any exit is final.
 
Where do I collect my tickets?

UOnce your order has been confirmed, you will receive your Paris Passlib' with a purchase confirmation for your Eiffel Tower tickets. You will receive just one confirmation of purchase, regardless of the number of tickets purchased. All the information relating to the conditions of access to the Eiffel Tower and the collection of your tickets will be listed there.
 
Does my ticket give me access to the top floor of the Eiffel Tower?

The ticket sold with your Paris Passlib' only gives you access to the 1st and 2nd floors of the Eiffel Tower.
But, you can pay the extra on the 2nd floor in order to visit the top floor of the Eiffel Tower.
 
Is there a special rate for children?

For children aged 4 to 11, the price is the same as for adults.

For children under 4 years-old, access is free upon presentation of proof of identity and for the purchase of at least one adult Paris Passlib'. A ‘child under 4 years-old’ ticket will therefore be given to you directly on-site.

Where can I buy the Paris Passlib’?

The various Paris Passlib’ packages (Adult, Youth or Child - Mini, 2, 3 and 5 days) are available on our website: click here to access it.

You can also purchase purchase these packages (Adult, Youth or Child - Mini, 2, 3 and 5 days) at the Paris Convention and Visitors Bureau situated on 25 rue des Pyramides (75001) and our tourist information points (Gare du Nord, Gare de l’Est and Anvers). For further information, click here

Validity period, partial use, loss, theft … What I should know about my Paris Passlib’ card

Valid for one year after the date of purchase, the Paris Passlib’ card date expires at the latest on 31/12/2017. . After this date, you will be refused entry at the Bateaux Parisiens and the L’Open Tour.

As soon as your card is activated at the boat or bus excursion service, you have a time limit of 120 hours (around 5 days) in which to take advantage of the second excursion service. E.g.: A Paris Passlib’ card used for the first time on 1 January 2016 at 11am at the Bateaux Parisiens will be valid until 6 January at 11am; to take advantage of the sightseeing bus tour, it is therefore imperative that the cardholder uses the L’Open Tour service within this time limit.

In the event that the card has not been used, or has only been partially used, no refund or compensation of any kind may be claimed from the Paris Convention and Visitors Bureau.

In case of theft or loss, the Paris Passlib’ cardholder is considered to be solely responsible, and cannot claim any exchange, replacement or any other type of compensation.

In the event of a problem with the Paris Passlib’ card, you are invited to contact the PCVB by telephone on 01 49 52 53 55 (from Monday to Friday, from 9am to 6pm) or by sending a message to internet@parisinfo.com.
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