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FAQ

If you can’t find the answer for your question below, please contact info@vaneyckexpo.be.

I bought an exhibition ticket for a visit after 13 March. What do I do?

All refund requests made before September 2020 have been completed and the refunds have been paid on the means of payment used at the time of purchase. You can still request a refund for a Van Eyck ticket valid from 13 March, if you have not already done so.

I bought my ticket at the museum ticket sale point or the Ghent City Sore. What do I do?

Did you buy your ticket directly at the museum desk or in the Ghent City Store, and would you like a refund? In that case, please bring your ticket to the front desk at MSK to ask for a refund. If you’re unable to come to the museum, please email a copy of the original tickets to info@vaneyckexpo.be

The ticket will be scanned and your payment details will be noted, so we can refund you. For administrative reasons, we can’t pay you out immediately: the refund will be made to the account number you provide us with.

I didn’t receive an email about the refund of my ticket, or I accidentally deleted it.  Who can I contact?

If your ticket was valid from March 13th but you didn’t receive an email from us, or if this email was lost, you can contact info@vaneyckexpo.be or + 32 9 266 80 75 to receive the online form. Be sure to add your tickets as an attachment to the email.

When will I be refunded?

You will be refunded within 60 days after you filled in the form or provided us with your payment details. This period is quite long because of the 140.000 tickets that need to be processed. The museum is doing everything to ensure that the refund takes place as soon as possible.

I’ve made several purchases. Are all purchases refunded?

Yes, all purchases for a visit from 13 March can be refunded. If you made multiple purchases, you will receive a form for all purchases per  payment method. It’s possible you’ll have to submit several forms.

I received several emails, is this correct?

If you purchased tickets through different channels, for example through the webshop, through a gift voucher or by bank transfer, you will receive multiple emails. It’s important that you respond to every email, otherwise we will not be able to process your refunds correctly.

I’d like a different arrangement instead of a refund.

Unfortunately, this is not possible due to the many affected visitors. Every ticket holder can choose to either be refunded or to waive the refund and donate the ticket price to the museum.

I bought a combi-ticket ‘Van Eyck / Kleureyck’ for a visit after 13 March. Will this be refunded?

You can still visit the exhibition ‘Kleureyck’ in the Design Museum Ghent with your combi-ticket until 21 February 2021. On 17 June, the MSK sent an email to all ticket holders, containing a link to an online form. Through this form, you can either waive your refund of the entire combined ticket, or simply request a refund of the Van Eyck ticket. For your Van Eyck ticket you will receive the following amount depending on the type of ticket:

  • Basic rate: 25 euro
  • Early booking and reduced rate: 22 euros
  • Youth ticket (19 to 25 years old): 15 euros
  • 6 to 18 years old: 2 euros

If you have any questions about your visit to ‘Kleureyck’, please contact the Design Museum Ghent directly at museum.design@gent.be or +32 9 267 99 99.

I’ve already sent an email to request a refund. Do I still have to fill in the online form?

Our insurer requests us to register who wants or waives the refund. In a number of cases we will also need to request your payment details in order to refund you. In order to ensure that this information is collected correctly, everyone is asked to fill in the online form.

I bought my tickets at a hotel, through Tiqets/Musement/Weekendesk, through Ticketswap or other third parties. How can I request a refund?

As holder of a ticket valid from 13 March, you are entitled to a refund. Unfortunately, because you bought the ticket from one of our partners or bought your ticket from another visitor, the museum is not able to make this refund. Contact your vendor directly.

Will the exhibition reopen? Will the exhibition be resumed later?

Unfortunately, the exhibition ‘Van Eyck. An Optical Revolution’ cannot be reopened or resumed.

What is the destination of my donation?

The donations are used to strengthen the permanent operation of the museum, for example by organising educational activities, acquiring new collection pieces or organising a new exhibition. More information about our work can be found at www.mskgent.be.

I bought a ticket for a visit before March 13th but could not visit because of COVID-19. Will I get a refund?

Unfortunately, these tickets are non-refundable.

The English form doesn’t open, it shows another language. What do I do?

If the link to the English form does not open correctly, please send an email to info@vaneyckexpo.be for further assistance.