Purchase Policy

Ordering, payment and refunding processes are regulated in accordance with terms and conditions of the User Agreement. By clicking the Order button after selecting the type of admission ticket, you accept the terms and conditions of the User Agreement.

If the Client has any questions relating to ordering and making the Payment, the Client may contact the Museum on: +7 (495) 697-95-78 (Tuesday to Friday from 11 a.m. to 7 p.m.) or at tickets@arts-museum.ru.

Please note that the capitalized term 'Ticket' means all categories of tickets available for ordering online in accordance with Clause 1.1.3 of the User Agreement (admission ticket, guided tour ticket, subscription).

Last document update: 17th of October, 2016.

To order Tickets online, you should: 

1. Choose the type of the Ticket among the available categories (general or combined admission tickets, guided tours, events, etc.) and the expected date of the visit using the calendar or the date of the event to see if any Tickets are available for ordering.

2. Click the Buy a Ticket button next to the Ticket selected.

The admission ticket allows the visitor to visit the relevant building of the Museum one time (one-time visit of the relevant building for combined tickets) within its validity period specified in the ticket and in the online order subject to the Museum's opening hours. Visits on the Museum's days off are not possible though these days may fall on the range of dates offered for certain types of admission and combined tickets.

The 5-day admission ticket allows the visitor to visit the relevant building of the Museum one time (one-time visit of every building for combined tickets) within 5 days starting from the date specified in the ticket and in the online order (expected date of the visit) subject to the Museum's opening hours.

Tickets to fixed-date events, including those with visiting sessions, allow the visitor to participate in a particular event and are valid only on the date (and within the session) specified in the ticket. This information as well as the notice that an admission ticket must be purchased in addition to the ticket to the event can be found in the description of the event ticket.

Guided tours require purchasing admission tickets to the Museum.

The terms and conditions of visits under subscriptions are stated in the ticket description.

3. Choose the type of tickets and their number in the form displayed, tick the checkbox next to "I agree with the terms of this agreement", type your valid e-mail address in the relevant field and click the Order button.

Please note that the number of admission tickets or individual/group guided tours that can be purchased under one order is limited. The restriction depends on the chosen ticket. The order may include only the same type of tickets (tickets to the same building for the same expected date). To purchase tickets of another type or tickets for another date, place another order.

The reduced fee or free admission categories are not available for event tickets.

The e-mail address is required to identify the ticket buyer in the Museum's ticket booking system and to send a link to the Order and Payment Confirmation Form which the buyer should bring, after printing it out, to the Museum's ticket office. The Museum guarantees privacy of the transferred data and its exclusive use for the purposes of online order confirmation.

The price and terms of use of admission tickets purchased through online ordering can differ from the price and terms of use of admission tickets purchased at the Museum's ticket offices. Please read the User Agreement carefully before ordering!

4. In the displayed form, enter the security code sent by the system to your e-mail (or click the link specified in the e-mail), the recipient's full name and contact telephone number. Also enter a verification code displayed by the Captcha widget in the special field and click the Confirm button. You only have up to 30 minutes to confirm your order.

Warning! Only the recipient specified in the Recipient’s Name field will be able to get the Tickets at the Museum's ticket office after producing their identity document and the order payment confirmation form printed out from their e-mail account. If you are ordering tickets for another person, please specify the full name and contact telephone number of that person.

If the user has been on this page for more than 30 minutes, this online ordering session will be reset. You will have to choose the ticket and confirm the e-mail address again using a new security code sent to your e-mail (the one specified in the previous e-mail message is no longer valid).

The telephone number is required as an additional method of contact if any dispute arises in connection with your online order. The Museum guarantees privacy of the transferred data and its exclusive use for the purposes of online order confirmation.

5. Review the generated online order (ticket number and type and total sum) in the next window and click the Pay button. You have up to 2 hours to make the decision and to pay for your order.

Any order that has not been paid for within two (2) hours is cancelled.

VISA and MasterCard bank cards are accepted. The security of Payments is ensured by Gazprombank (joint-stock company) that employs up-to-date protocols and technologies developed by Visa International and MasterCard Worldwide (3D-Secure:Verified by Visa, MasterCard SecureCode).

6. Enter your bank card details in Gazprombank's payment form following the displayed prompts, check them for accuracy and click the Pay button.

If you choose to abort the online ordering, click the Cancel button. Money is debited from your bank card after you have clicked the Pay button in this window.

The session on the Bank's payment page lasts 30 minutes. If you fail to enter your payment details within the specified period, you will have to reload this page (press F5 or return to the order form and click the Pay button).

7. As soon as the payment has been made, the "Payment Completed" message and two options—Print Results and Back to Shop—will be displayed in Gazprombank's form. You can save the payment confirmation; however, it will not be required at the Ticket Office. After saving (or instead of it) choose the second option—Back to Shop.

If you have any concerns about your payment, save your payment results from the Bank's form.

Should the visitor file a complaint (to be submitted in the written from or e-mailed to the customer support service at tickets@arts-museum.ru; please delete curly braces from the e-mail address!) about any system failure during the payment operation, the complaint is handled on a case-by-case basis.

8. You will see the same order form as in the window displayed prior the payment except that the Pay button will be replaced with the Print button. The link to this form with a print-out option will also be sent to your e-mail. You can print out your order now or at any time afterwards by clicking the link in that e-mail message.

If you have not received the e-mail, check your Spam folder.

Warning! Printing out the online order payment confirmation form is a mandatory step as you will have to present this form at the Museum's ticket office.

The Museum does not deliver tickets.

To visit the Museum after you have paid for your online order, you should: 

1. Print out the online order payment confirmation (the form is available via the link provided in the confirmation e-mail message).

Printing out the online order payment confirmation form is a mandatory step as you will have to present this form at the Museum's ticket office.

2. For admission tickets: select the date of the visit according to the date(s) specified in the order form subject to the Museum opening hours.

See the opening hours on the Museum's web-site. All changes to the Museum's opening hours are published in advance on its official web-site. The Museum does not notify its visitors of such changes through any other means.

If any additional events with a separate price are held on the day of your visit, their cost is to be paid additionally at the Museum's ticket office on the day of the visit.

3. Come to the Museum on the selected day and get admission tickets at the ticket office of the Gallery  (14 Volkhonka) (see Clauses 5–6). Visitors enter the Museum using a separate entrance to the Main Building (Entrance 5) in the right end of the building (exit from the Museum) or to the building to which the tickets were ordered.

To access the Main Building through Entrance 5, the tickets must be presented to the security staff.

If you have purchased tickets to a concert in the Sviatoslav Richter Memorial Apartment, you can receive your tickets in advance at the ticket office of the Gallery (14 Volkhonka) on its business days or in the Sviatoslav Richter Memorial Apartment on the day of the concert.

4. When receiving tickets at the Museum's ticket office under their online order, the visitor whose data was specified in the online order must present the identity document and the printed online order payment confirmation form.

5. Receive admission tickets under the online order and check their accuracy before walking away from the ticket office.

Warning! When exchanging reduced fee or free admission tickets, a document confirming the eligibility to reduced prices must be presented.

The reduced fee or free admission categories are not available for event tickets.

Warning! During the Fridays in the Pushkin Museum festival, when receiving tickets under your online order at the Museum's ticket office on Friday from 17:00 to 21:00, you may be charged an extra fee:

for the Main Building: 200 roubles
for the Gallery: 100 roubles
a combined ticket: 250 roubles

6. Guided tours must be registered at the Excursion Office of the Main Building.

7. Enjoy your visit!

To get a refund after you have paid your online order, you should:

if you have not received the Ticket at the Museum's ticket office yet: download the Application Form on the web-site, fill it out and send it as an attached enclosure from the e-mail address specified during the ordering process to tickets@arts-museum.ru no later than:

– 1 hour prior to the Museum's closing time:
 – on the day of the visit by an admission ticket;
 – on the last day of the Visiting Interval (for visits by a combined ticket) taking into account the Museum's business days when it is open to the public;
 – on the day of the visit when visiting an Event for which the start time is not specified;
– prior to the end of the day (11:59 p.m.) preceding the Event date when visiting:
 – events with a fixed date and time: lectures, concerts, public and other cultural outreach events with fixed date and time;
 - public guided tours (when purchasing an individual ticket to a public guided tour);
 – Museum's temporary exhibitions or permanent collection by an admission ticket with a fixed visiting session.
– three (3) days prior to the date of:
 – excursion if the refund of a group guided tour is requested;
 - first session/event under a subscription if the refund of an excursion subscription, lecture hall subscription or a subscription to the Museum's interest group activities is requested.

The Application shall be considered to have been received once the Application has arrived at the Museum's e-mail address.

The Application will be processed by the Museum within 10 business days. After the money has been transferred by the Museum, the period of refund depends on the bank.

The e-mail address of the applicant shall be the same as the e-mail address specified during the ordering process!

The money is only refunded to the bank card used to pay for the online order.

Partial cancellation of an Order is not possible. The refund may only be given for all tickets included in the order.

After sending your application for refund by e-mail, please check whether you have got the Museum's automatically generated application receipt confirmation e-mail from tickets@arts-museum.ru. If you received this confirmation e-mail the application will be processed. If the you did not receive this confirmation e-mail, call +7 (495) 697-95-78 and ask the Museum's staff to check whether the application for refund has been received.

If you have already obtained the Tickets included in your online order at the Museum's ticket office:

The payer (holder of the bank card used to pay for the online order) should obtain at any ticket office and fill out, with their own hand, the Application form, present their identity document and return the tickets that they want to be refunded no later than:

– 1 hour prior to the Museum's closing time:
 – on the day of the visit by an admission ticket;
 – on the last day of the Visiting Interval (for visits by a combined ticket) taking into account the Museum's business days when it is open to the public;
 – on the day of the visit when visiting an Event for which the start time is not specified;
– 30 minutes prior to the event start time when visiting
 – events with a fixed date and time: lectures, concerts, public and other cultural outreach events with fixed date and time;
 – Museum's temporary exhibitions or permanent collection by an admission ticket with a fixed visiting session.
 - public guided tours (when purchasing an individual ticket to a public guided tour);
– three (3) days prior to the date of:
 – excursion if the refund of a group guided tour is requested;
 - first session/event under a subscription if the refund of an excursion subscription, lecture hall subscription or a subscription to the Museum's interest group activities is requested.

The Application will be handled within 10 business days.  After the money has been transferred by the Museum, the period of refund depends on the bank.

The money is only refunded to the bank card used to pay for the online order.

The Museum reserves the right to withhold the amount of any expenses actually incurred by the Museum.

At the Museum's discretion

Should any event be cancelled or replaced (provided that the event tickets are refundable) or should there be any technical failure resulting in incorrect ordering or payment, the Museum cancels the order and refunds the total amount of the payment to the Client.

The Museum informs the Client about cancellation, replacement or rescheduling of the Event by publishing such information on the Museum's Web-site.

List of documents that can be used to confirm the identity of the Recipient of Tickets received under Online Order at Ticket Offices of the Pushkin State Museum of Fine Arts:

  • internal Russian passport;
  • seafarer's passport (identity document);
  • international passport of the Russian citizen;
  • passport of the foreign citizen;
  • certificate of birth;
  • identity document of the military person;
  • identity document of the person without citizenship;
  • temporary identity document issued by internal affairs agencies;
  • military card of the army conscript;
  • residence permit of the foreign citizen or person without citizenship;
  • certificate of release from prison;
  • passport of the USSR citizen;
  • diplomatic passport;
  • service passport (except for seafarer’s identity document and diplomatic passport);
  • certificate of return from a CIS country;
  • certificate of passport loss;
  • refugee identity card;
  • Russian Federation provisional asylum letter;
  • Russian Federation temporary residence permit;
  • driving license issued in the Russian Federation (if it has a photo);
  • Russian Federation pensioner’s identity document (if it has a photo);
  • student’s identity card of a Russian university/college (if it has a photo);
  • student’s record book of a Russian university/college (if it has a photo);
  • Muskovite's social card (if it has a photo)
SATELLITE WEBSITES
 Pictures
 List

Portal Homepage

www.arts-museum.ru

Japanese prints of the 18th-19th century

www.japaneseprints.ru

Patrons of the New Art

www.artmaecenas.ru

Gallery of 19th and 20th century European and American Art

www.newpaintart.ru

German Prints: Albrecht Dürer and his Teachers

www.germanprints.ru

Official online shop

www.artsmuseumshop.ru

Department of Private Collections

www.artprivatecollections.ru

Ivan Tsvetaev Educational Art Museum at Russian State University for the Humanities

Site under development

Виртуальные прогулки по музею

www.virtual.arts-museum.ru

Coins And Medals Department

www.coins-and-medals.ru

Sviatoslav Richter Memorial Apartment

www.sviatoslav-richter.ru

Технология виртуальной реальности VR

www.vr.arts-museum.ru

Museum Restoration and Conservation Department

www.museumconservation.ru

Italian Painting in 8th-20th centuries

www.italian-art.ru

Музей. Пространство внимания

www.heatmap.arts-museum.ru

Museyon Center for Aesthetic Education

www.museyon.ru

Masterpieces of Ancient Art

www.antic-art.ru

Человек как птица. Образы путешествий

www.venice.arts-museum.ru

18th-19th Century British Engraving

www.britishprints.ru

Restoration of Egyptian burial shroud. II-nd c. AD.

www.shroud.arts-museum.ru

Each satellite website contains this icon, which lets you go to any satellite from the museum's website system.

Engraving in Russia in 18th and Early 19th Centuries

www.russianprints.ru

Museum Quarter

www.quarter.arts-museum.ru