Frequently Asked Question [FAQ]
How to order:
Is it possible to book wheelchair places through the Italian Ticket Office?
We are able to offer you wheelchair places for some performances. To find out whether this is possible for the event you are interested in, we would kindly ask you to contact us on info@italianticketoffice.it or on +43 1 513 11 11 ( Monday to Friday from 9:30 a.m. to 12:30 p.m ).
How can I book tickets for bigger groups (e.g. school classes)?
Please contact our sales team on +43 1 513 11 11 or on info@italianticketoffice.it to get more information on special group rates.
How can I order if I do not have a bank account or credit card? I don’t want to disclose my bank details online, so is it possible to pay by bank transfer?
In this case we kindly ask you to order the tickets by telephone +43 1 513 11 11 (Monday to Friday from 09:30 am to 5 pm).
What kind of payment methods are available at Italian Ticket Office?
means of payment
Italian Ticket Office accepts the following forms of payment:
• credit card: Diners Club, Visa, JCB, Euro Card, Master Card, Amercian Express, Verified by Visa, Master Card SecureCode
• Klarna Pay later: Austria and Germany
• Klarna Pay now: Austria and Germany and Italia
• Klarna Slice it: Austria and Germany
• prepayment: only on request
• Cash payments and payment by ATM card: only for ticket purchases / orders in the business premises of Italian Ticket Office
prepayment
If you book your tickets by calling our hotline on +43 1 513 11 11 (Monday to Friday from 9:30 a.m. to 7:00 p.m) you can pay by bank transfer. Your tickets will be either send to you or will be ready for you to collect at our office as soon as we received your payment.
ItalianTicketOffice.it Voucher
You can use your ItalianTicketOffice.it voucher online after you selected the tickets you wish to purchase. Just the tickets for your chosen performance in the basket, type in your voucher number and click “apply now”.
Any amount left on the voucher (i.e. should the value of the voucher exceed the total amount of your booking) can be used for a booking at a later stage. Should the total amount of the booking exceed the total amount available on the voucher then you can pay the difference by using any of the above mentioned payment methods.
Vouchers can also be redeemed when booking over the phone or directly at our office.
Italian Ticket Office accepts the following forms of payment:
• credit card: Diners Club, Visa, JCB, Euro Card, Master Card, Amercian Express, Verified by Visa, Master Card SecureCode
• Klarna Pay later: Austria and Germany
• Klarna Pay now: Austria and Germany and Italia
• Klarna Slice it: Austria and Germany
• prepayment: only on request
• Cash payments and payment by ATM card: only for ticket purchases / orders in the business premises of Italian Ticket Office
prepayment
If you book your tickets by calling our hotline on +43 1 513 11 11 (Monday to Friday from 9:30 a.m. to 7:00 p.m) you can pay by bank transfer. Your tickets will be either send to you or will be ready for you to collect at our office as soon as we received your payment.
ItalianTicketOffice.it Voucher
You can use your ItalianTicketOffice.it voucher online after you selected the tickets you wish to purchase. Just the tickets for your chosen performance in the basket, type in your voucher number and click “apply now”.
Any amount left on the voucher (i.e. should the value of the voucher exceed the total amount of your booking) can be used for a booking at a later stage. Should the total amount of the booking exceed the total amount available on the voucher then you can pay the difference by using any of the above mentioned payment methods.
Vouchers can also be redeemed when booking over the phone or directly at our office.
What is Klarna and how does the payment with Klarna work?
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer the following payment options. The payment is made to Klarna:
Pay later: The payment period is 14 days from the shipment of the goods. The invoice terms can be found here.
Online bank transfer / Direct debit: The debit of your account takes place immediately after placing the order.
Flexible financing: Klarna`s financing service allows you to pay for your purchase in fixed or flexible monthly installments at the conditions stated in the cash register. Payment in installments is due at the end of the month following the submission of a monthly bill by Klarna.
The use of payment methods installment, invoice and debit requires a positive credit check. Further information and Klarnas user conditions can be found here. General information about Klarna can be found here. Your personal information will be treated by Klarna in accordance with the applicable privacy policy and as stated in Klarnas Klarnas Privacy Policy.
The choice of the payment method by the customer when placing the order is binding. If a payment with the specified payment method is unsuccessful (for example, the payment is refused by a financial institution), the customer must notify Italian Ticket Office without delay of any other payment details.
Pay later: The payment period is 14 days from the shipment of the goods. The invoice terms can be found here.
Online bank transfer / Direct debit: The debit of your account takes place immediately after placing the order.
Flexible financing: Klarna`s financing service allows you to pay for your purchase in fixed or flexible monthly installments at the conditions stated in the cash register. Payment in installments is due at the end of the month following the submission of a monthly bill by Klarna.
The use of payment methods installment, invoice and debit requires a positive credit check. Further information and Klarnas user conditions can be found here. General information about Klarna can be found here. Your personal information will be treated by Klarna in accordance with the applicable privacy policy and as stated in Klarnas Klarnas Privacy Policy.
The choice of the payment method by the customer when placing the order is binding. If a payment with the specified payment method is unsuccessful (for example, the payment is refused by a financial institution), the customer must notify Italian Ticket Office without delay of any other payment details.
What is a security code (CCV/CVC-Code) and where can I find it on my credit card?
We accept Visa, Mastercard, American Express, Diners Club and JCB. For your own safety, you’ll be asked for your security code when placing a booking with a credit card. On a Visa, Mastercard, Diners Club or JCB card, the security code is a three or four digit code on the back of the card. If you own an American Express card, then you can find the security code above your credit card number on the front of your card.
How can I redeem my ItalianTicketOffice.it voucher?
You can use your ItalianTicketOffice.it voucher online after you selected the tickets you wish to purchase. Just put the tickets in the basket, type in your voucher number and click “apply now”.
Any amount left on the voucher (i.e. should the value of the voucher exceed the total amount of your booking) can be used for a booking at a later stage. Should the total amount of the booking exceed the total amount available on the voucher then you can pay the difference by using any of the above mentioned payment methods.
Vouchers can also be redeemed when booking over the phone or directly at our office.
Any amount left on the voucher (i.e. should the value of the voucher exceed the total amount of your booking) can be used for a booking at a later stage. Should the total amount of the booking exceed the total amount available on the voucher then you can pay the difference by using any of the above mentioned payment methods.
Vouchers can also be redeemed when booking over the phone or directly at our office.
What are the delivery options at the Italian Ticket Office?
During the booking process you will be shown all the delivery options available for this order. The following options may be available for you to choose from:
Deposit at the box office:
Your booking confirmation is also your voucher, which you can use to collect your tickets from the box office. The tickets will be ready for you to collect on the day of the event from 1 hour before the event starts.
To ensure that you receive your tickets in good time and comfortably, we recommend that you collect them from the box office at least 20 minutes before the start of the event.
Self-collection at the ItalianTicketOffice.it office:
Unless otherwise stated, booked tickets are available for collection at our office, ItalianTicketOffice.it (Am Europlatz 5/1C 1120 Vienna) during opening hours (Monday to Friday from 09:30 am to 5 pm ). Tickets can only be collected by customers in person and the Italian Ticket Office reserves the right not to hand out tickets to 3rd parties. Tickets can only be collected from Italian Ticket Office on presentation of a printed booking confirmation, ID and the credit or debit card used for the booking. Please also note any notes on your booking confirmation as to when your ordered tickets will be available for collection.
Post delivery to the specified address:
If you choose postal delivery, the tickets will be sent by post to the address you specify. You have the option to choose between standard delivery and registered delivery.
Standard shipping:
Austria, Germany: € 5,90
Other countries: € 9,90
Registered shipping
Austria, Germany: € 8,90
Other countries: € 12,90
Delivery to your hotel in Vienna:
For some venues, hotel delivery can also be selected. In this case, your tickets will be delivered to your specified hotel in Vienna. Delivery fee: € 12,90
Deposit at the box office:
Your booking confirmation is also your voucher, which you can use to collect your tickets from the box office. The tickets will be ready for you to collect on the day of the event from 1 hour before the event starts.
To ensure that you receive your tickets in good time and comfortably, we recommend that you collect them from the box office at least 20 minutes before the start of the event.
Self-collection at the ItalianTicketOffice.it office:
Unless otherwise stated, booked tickets are available for collection at our office, ItalianTicketOffice.it (Am Europlatz 5/1C 1120 Vienna) during opening hours (Monday to Friday from 09:30 am to 5 pm ). Tickets can only be collected by customers in person and the Italian Ticket Office reserves the right not to hand out tickets to 3rd parties. Tickets can only be collected from Italian Ticket Office on presentation of a printed booking confirmation, ID and the credit or debit card used for the booking. Please also note any notes on your booking confirmation as to when your ordered tickets will be available for collection.
Post delivery to the specified address:
If you choose postal delivery, the tickets will be sent by post to the address you specify. You have the option to choose between standard delivery and registered delivery.
Standard shipping:
Austria, Germany: € 5,90
Other countries: € 9,90
Registered shipping
Austria, Germany: € 8,90
Other countries: € 12,90
Delivery to your hotel in Vienna:
For some venues, hotel delivery can also be selected. In this case, your tickets will be delivered to your specified hotel in Vienna. Delivery fee: € 12,90
After you placed an order:
I booked some tickets on www.italianticketoffice.it but haven’t yet received a confirmation. How can I make sure that my booking went through?
Please check whether your e-mail client has possibly classified our mail as spam and in this case add us as a safe sender.
To clarify other causes, such as a typing error in the e-mail address, please contact our customer service by phone at +43 1 513 11 11 (from Monday to Friday from 09:30 am to 5 pm ) or by e-mail at info@italianticketoffice.it. Please provide us with the booked event, the customer name and your contact details. We will then check immediately whether we have received your order.
To clarify other causes, such as a typing error in the e-mail address, please contact our customer service by phone at +43 1 513 11 11 (from Monday to Friday from 09:30 am to 5 pm ) or by e-mail at info@italianticketoffice.it. Please provide us with the booked event, the customer name and your contact details. We will then check immediately whether we have received your order.
I would like to pick up my tickets at your office: as of when are they ready for me to do so?
If not otherwise stated, your tickets are ready for pick up at our office (Am Europlatz 5/1C, 1120 Vienna). Monday to Saturday from 9:30 a.m. to 6:00 p.m. Please make sure to check your booking confirmation for any further notes or information on as of when your tickets are ready to pick up. Your tickets will be held at our office till the day of the performance, but we would advice you to leave enough time to collect your tickets to make sure you arrive at the venue in time for your chosen performance.
What do I need to bring when I collect my tickets?
Tickets can only be collected by the person who booked the tickets and the Italian Ticket Office reserves the right to not hand out tickets to a third party. The collection of tickets at our office in only possible with a printed booking confirmation, a personal ID and the credit or debit card with which the tickets were purchased.
I lost my tickets, is there a chance that the Italian Ticket Office can help me with this?
Tickets sent via e-mail (e. g. in form of an e-ticket) can be sent to you again but printed tickets that were sent to you through the post or tickets that you picked up at our office cannot be reprinted in order to prevent fraudulent use. Furthermore, replacement tickets cannot be issued for standing tickets or for performances with free seating.
However, for some performances the organiser will accept a replacement ticket for numbered or assigned seats. If you lost some numbered or assigned seats then we would kindly ask you to contact our office on info@italianticketoffice.it or on +43 1 513 11 11 to find out how we can assist you in this matter. We will then contact the organiser and try to find the best solution for you but we would ask you to understand that the decision to accept or allow us to issue replacement tickets lies with the organiser.
However, for some performances the organiser will accept a replacement ticket for numbered or assigned seats. If you lost some numbered or assigned seats then we would kindly ask you to contact our office on info@italianticketoffice.it or on +43 1 513 11 11 to find out how we can assist you in this matter. We will then contact the organiser and try to find the best solution for you but we would ask you to understand that the decision to accept or allow us to issue replacement tickets lies with the organiser.
The performance I booked has been cancelled/postponed/ transferred to another place etc. What do I need to do now?
Events that have been cancelled/postponed or transferred by the organiser are an unpleasant and unwanted situation, not only for the customer, but also for the Italian Ticket Office. However, as we always thrive to provide the best customer service possible will therefore – as a voluntary service - help you in the best possible way and provide you with all the necessary information regarding an alternative date. Should the event be cancelled without replacement, then we will assist you to claim the ticket price back.
ItalianTicketOffice.it acts only as a ticket agent and is therefore not liable for returning the ticket price should a performance get cancelled or postponed. ItalianTicketOffice.it is furthermore not obliged to inform customers about cancellations/postponements, but we do our best to inform all customers – as far as possible – of any such events. In all cases, the Italian Ticket Office cannot be held liable for any travel or hotel costs or similar costs that might occur in conjunction with any cancelled/postponed or transferred event.
The Italian Ticket Office does not refund any booking fees, system fees, service fees or postal fees paid if a performance gets cancelled, as it has fulfilled its role as a ticket agent.
ItalianTicketOffice.it acts only as a ticket agent and is therefore not liable for returning the ticket price should a performance get cancelled or postponed. ItalianTicketOffice.it is furthermore not obliged to inform customers about cancellations/postponements, but we do our best to inform all customers – as far as possible – of any such events. In all cases, the Italian Ticket Office cannot be held liable for any travel or hotel costs or similar costs that might occur in conjunction with any cancelled/postponed or transferred event.
The Italian Ticket Office does not refund any booking fees, system fees, service fees or postal fees paid if a performance gets cancelled, as it has fulfilled its role as a ticket agent.
I booked some tickets but I am now unable to attend the performance. Is it possible to cancel my booking?
For some performances we are able to offer the possibility to cancel tickets – you can find this information in the event details of your chosen event. Otherwise, the cancellation or return of tickets is generally not possible. For detailed information on our cancellation policy we would kindly ask you to refer to our terms and conditions. Please note that, when placing a booking through our website, you agree to our terms and conditions.
However, we do offer in some cases the service of taking tickets in commission on our customers’ behalf. Please note that you’ll have to pay a commission fee if we are able to sell your tickets. For further information please contact us on +43 1 513 11 11 or on info@italianticketoffice.it.
However, we do offer in some cases the service of taking tickets in commission on our customers’ behalf. Please note that you’ll have to pay a commission fee if we are able to sell your tickets. For further information please contact us on +43 1 513 11 11 or on info@italianticketoffice.it.
Miscellaneous requests:
I still have a question that has not been answered in your FAQs – how can I contact the Italian Ticket Office?
Please contact our customer service by phone at +43 1 513 11 11 (Monday to Friday from 09:30 am to 5 pm ) or by e-mail at info@italianticketoffice.it.
I cannot find a certain performance I am interested in.
ItalianTicketOffice.it offers a wide range of events worldwide with over 100,000 events. If you have not found the event you are looking for, we will be happy to search for it for you personally. With our large offer, we will surely manage to find the right event or offer you a good alternative. Please contact our customer service by phone at +43 1 513 11 11 ( Monday to Friday from 09:30 am to 5 pm ) or by e-mail at info@italianticketoffice.it.
I am an organiser and would like offer my tickets on italianticketoffice.it. How can I do so?
The Italian Ticket Office works with numerous co-operation partners in order to offer tickets for more than 100,000 events worldwide, which enables us to provide the best possible service to more than 2.5 million satisfied customers so far. We thank you for your interest in a cooperation with us and would kindly ask you to contact Ms Troger on +43 1 513 11 11 or on megan.troger@italianticketoffice.it to obtain more information on a possible collaboration.