If you can’t find the answer for your question below, please contact firstname.lastname@example.org.
I bought an exhibition ticket for a visit after 13 March. What do I do?
You can request a refund for your ticket valid from 13 March. If you booked a guided tour, this amount will also be refunded. On 17 June, the MSK sent an email to all ticket holders, with a link to an online form where you can choose to either receive a refund or donate the ticket price to the museum.
If you opt for a refund, this will be carried out within 60 days. If you didn’t purchase your ticket on the webshop, we will request extra information in order to carry out the refund.
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 email@example.com
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 firstname.lastname@example.org 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 have questions about my refund. Who can I contact?
All tickets holders, with a ticket valid from 13 March, will be contacted directly by the museum. If you haven’t received your payment after 60 days, or if you still have questions, you can contact email@example.com or + 32 9 266 80 75.
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 firstname.lastname@example.org 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 email@example.com for further assistance.
The link I received by email does not open.
Please try to open the link with another internet browser, such as Google Chrome. We also recommend that you click directly on the link and do not copy it. If the above options do not work, you can forward the email you received to firstname.lastname@example.org.
I need to check my details, but I can’t find my details.
All you have to do is indicate on the form whether or not you want a refund. Unfortunately, it is not possible to include the personalized information of the purchases in all forms, but we will link your email address to the tickets you have purchased and the payment method afterwards.