FREQUENTLY ASKED QUESTIONS

GENERAL INFORMATION

What are the opening hours of THE LUME Melbourne?

Please note that THE LUME Melbourne is currently closed. When Leonardo da Vinci – 500 Years of Genius presented by Webuild opens to the general public on March 16, 2024 our Standard Entry Times will be:

Mon - Thu: 10am - 5.30pm (last entry 3.30pm)
Fri: 10am - 8.30pm (last entry 6.30pm)
Sat: 10am - 9.30pm (last entry 7.30pm)
Sun: 10am - 5.30pm (last entry 3.30pm)

THE LUME Melbourne is open seven days a week (exempting the current closure). Opening and closing times are subject to change. Please check times on the date you wish to attend.

Tickets are sold as timed entry. The feature experience will run for approximately 2 hours after the last entry time.

Where is THE LUME Melbourne located within the MCEC?

THE LUME Melbourne is located at Melbourne Exhibition Centre, 5 Convention Centre Place, South Wharf. It is next to the Novotel Hotel and across the road from DFO South Wharf. The closest entry doors are located next to the Novotel Hotel/DFO parking complex. Once inside the building, you will find THE LUME Melbourne located directly inside to the right. Please follow all directional signage or reach out to one of the friendly visitor experience team members for further guidance.
For more information on getting to THE LUME Melbourne click here.

I have a question about accessibility at THE LUME Melbourne.

THE LUME Melbourne is suitable for strollers and is wheelchair accessible. Please click here for more information on accessibility at the MCEC.

We provide regular Low Sensory Sessions of our feature experiences. The next session is for Leonardo da Vinci on Tuesday March 26 from 4pm onwards. During these sessions audio levels of the experience will be lowered.

Prepare for a visit to THE LUME Melbourne by downloading and reading our free Social Story document here.

To purchase your accessible tickets to one of our feature experiences (with a free companion ticket on the provision of a companion card), contact THE LUME Melbourne on (03) 8638 0609. Service hours match gallery opening hours (ending 1 hour before the gallery’s closing time each day).

For information regarding your arrival visit our Plan Your Visit Page.
For specific accessible requests please contact us via our online form.

What special effects are used at THE LUME Melbourne?

THE LUME Melbourne experience does not include smoke, haze or strobe lights. While the projected images and animations within the experience are slow-moving, if you are sensitive to moving light or have been diagnosed with photosensitive epilepsy, please be advised that some moving light may trigger motion sickness, vertigo or seizures in some people. If you are feeling unwell please let our friendly staff know.

Can I use cash at the box office, CAFE or merchandise area?

THE LUME Melbourne is a cash-free venue. No cash is accepted as a form of payment anywhere within the venue. We accept all major credit and debit cards and forms of contactless payment.

Can I bring in bags? What items are prohibited?

We encourage visitors to leave bags at home and to avoid bringing any large items. Bags larger than a handbag (equivalent to A4 paper size 30cm x 20cm) and backpacks of all sizes are not permitted in the gallery, but can be cloaked at the MCEC cloakroom.

The following items are prohibited:
• Food & Beverage including Alcohol
• Glass, cans or open drink containers containing non-alcoholic and/or alcoholic drinks
• Illegal substances including controlled, dangerous or illicit drugs
• Flammable devices (flares, fireworks and smoke bombs)
• Anything that could be used as a weapon such as sharp items including knives
• Suspicious items or items which may look like a weapon
• Animals (other than registered assistance animals)
• Bicycles, scooters, skateboards and rollerblades / skates
• Unauthorised advertising material or flyers
• Textas, felt pens, marker pens, paint, aerosol canisters or similar items
• Banners, posters, flags or signs
• Professional cameras, tripods or recording devices
• Laser pointers
• Offensive signage or clothing
• Drones or unmanned aerial vehicles (UAVs)
• Any other item that may cause harm or public nuisance or could interfere with others in the gallery

Are food and drinks available inside the venue? Am I allowed to bring my own?

Food and beverages are available inside the venue at the café. Small bites, light meals, share plates, child-friendly options and desserts feature, alongside a comprehensive selection of alcoholic and non-alcoholic beverages.
No outside food or beverage can be consumed inside the venue.
Please note that THE LUME Melbourne accepts cashless payments only.

What else do I need to know about my visit?

Before your visit please read the following information:
●    THE LUME Melbourne conditions of entry
●    MCEC conditions of entry
●    MCEC venue facilities and information

WHEN IS THE LEONARDO DA VINCI EXPERIENCE OPENING TO THE PUBLIC?

Tickets for Leonardo da Vinci – 500 Years of Genius presented by Webuild are now on sale; the experience will open to the general public on March 16, 2024.
To buy tickets click here or call THE LUME Melbourne on (03) 8638 0609.
Please note that premium experiences will be announced and released for sale closer to the opening date.

IS CONNECTION, MONET & FRIENDS OR VAN GOGH ALIVE STILL running?

Connection ended its showing at THE LUME Melbourne on February 4, 2024.
Monet & Friends
ended its showing at THE LUME Melbourne on June 4, 2023.
Van Gogh Alive
ended its showing at THE LUME Melbourne on October 9, 2022.
To be first to hear about our new experiences and receive special offers click here to join our mailing list.

MY VISIT

When should I arrive?

Please arrive 15 minutes prior to the time displayed on your entry ticket. Due to the popularity of the experience, we may not be able to accommodate you if you arrive outside your ticketed time.

Are there physical paintings or artefacts on display in the venue?

Yes! Central to the Leonardo da Vinci experience is an awe-inspiring display of 50 “machine inventions”, painstakingly crafted by, and on loan from, the Museo Leonardo da Vinci in Rome. Skilled Italian artisans were commissioned to study and construct a range of inventions from Leonardo’s sketches, using, where possible, techniques and materials that would have been available to da Vinci himself in fifteenth-century Italy.

Another key component of the experience is dedicated to the pioneering work of the famous French Optical Engineer Mr. Pascal Cotte, consultant to The Louvre Museum. Cotte is the inventor of a multispectral camera that is able to scan from ultraviolet through to infrared. His research peels back the layers of Mona Lisa, revealing previously hidden details. Mona Lisa Revealed is an area devoted to Cotte’s ongoing discoveries that have been more than 15 years in the making – and includes the only exact 360º replica in the world of the famed painting made from his one-of-a-kind research, with her front, back and sides revealed to us from Cotte’s 240,000,000 pixel multispectral camera.

What is the best way to see the experience?

We encourage you to move around freely to view THE LUME Melbourne from different perspectives and visit all areas of interest. There is some seating available (including ottomans and bean bags), and you can sit on the floor or stand against the walls, always being mindful of other visitors in the venue.

IS A FREE GUIDED TOUR AVAILABLE?

Free 15-minute art talks were included as part of the Connection experience. There are currently no free talks or tours available for Leonardo da Vinci.

Can I take photos and videos?

Yes, you are more than welcome to take photos and videos inside the experience. Please be considerate of other visitors when taking photos. If you post them on social media, use the hashtag #thelumemelbourne so more people can see the experience through your eyes. Please be advised that flash photography is not permitted inside THE LUME Melbourne.

Commercial photography or video is not permitted at THE LUME Melbourne without prior written permission. If you are planning to film in or around the venue, please contact us.

I have a question about the Best Seat in the House.

Premium dining and seating packages for Leonardo da Vinci will be announced closer to the general public opening of the experience on March 16.

I HAVE A QUESTION ABOUT FEAST FOR THE SENSES.

Premium dining and seating packages for Leonardo da Vinci will be announced closer to the general public opening of the experience on March 16.

Is it suitable for children?

Yes. There is no minimum age to visit the experience and child-friendly dishes are available at the café. All children under 12 years of age must be accompanied by a responsible person. Baby change facilities are available inside the venue. A dedicated parents room is located near the MCEC Customer Service Desk.

tICKETING

Do I need a ticket?

We strongly recommend you book tickets or purchase a membership online in advance. Some times, particularly during school holidays, can be heavily booked. There is also a box office on site at THE LUME Melbourne, but same day ticket availability cannot be guaranteed. To ensure a comfortable and safe visit for all visitors, access to THE LUME Melbourne is by timed entry (except for members, who can visit the Feature experience at any time during opening hours).

All patrons require a ticket for fire and security access control. This includes children 0-4 years old. Free tickets for children 0-4 years old can be purchased online for most entry times.

To buy tickets for all events click here or call THE LUME Melbourne on (03) 8638 0609

What are the LEONARDO DA VINCI ticket AND MEMBERSHIP options & prices?

Early bird Single Entry Ticket prices for Leonardo da Vinci are:
$44.90: Adult
$39.90: Concession
$29.90: Student
$29.90: Child (5-12 years)
$0: Infant (0-4 years)
$119.60: Family (includes 2 Adults and up to 3 Children)
$34.90: Groups (min. 6 people)
$147: Adult Annual Access
$67: Children's Annual Access (5-12 years)

Ticket prices and entry times vary according to the time and date booked. Prices are subject to change; they may vary between certain days of the week, and on Public Holidays. Children aged 4 and under are free and can be added to your booking. Additional transaction fees may apply.

To buy tickets click here.

It is important that you only buy tickets from our authorised ticketing agents: ROLLER, Red Balloon, Experience Oz, Luxury Escapes, Klook, Viator (TripAdvisor) and Trip.com. Do not purchase tickets from other third-party resellers such as Viagogo as we are unable to verify the legitimacy of such tickets, and entry may be denied.

If you have a question about Leonardo da Vinci ticket and membership options and prices, please call our friendly box office staff on (03) 8638 0609.

I HAVE A QUESTION ABOUT THE DUAL ENTRY TICKET.

The Dual Entry Ticket allows one person one visit to each of THE LUME Melbourne's feature experiences, Connection and Leonardo da Vinci – 500 Years of Genius presented by Webuild, during their respective showings at THE LUME Melbourne for $79.90 - an exclusive joint price.

Dual Entry Tickets can be redeemed directly at the venue (once Leonardo da Vinci opens) or online. Each ticket is redeemable for one person. Please note that ID will be checked on entry. Leonardo da Vinci opens in March 2024. A $3.95 transaction fee applies to all online purchases over $0.

It is important that you only buy tickets from our authorised ticketing agents: ROLLER, Red Balloon, Experience Oz, Luxury Escapes, Klook, Viator (TripAdvisor) and Trip.com. Do not purchase tickets from other third-party resellers such as Viagogo as we are unable to verify the legitimacy of such tickets, and entry may be denied.

If you have a question about Leonardo da Vinci ticket and membership options and prices, please call our friendly box office staff on (03) 8638 0609.

To buy tickets click here.

I HAVE A QUESTION ABOUT THE CONNECTION UNLIMITED ENTRY MEMBERSHIP.

Connection Unlimited Entry memberships are no longer available for purchase, as Connection ended on February 4, 2024. Connection Unlimited Entry memberships are not redeemable on Leonardo da Vinci.

If you have a question about Connection ticket and membership options and prices, please call our friendly box office staff on (03) 8638 0609.

I HAVE A QUESTION ABOUT ANNUAL ACCESS.

Annual Access entitles one person to unlimited visits to THE LUME Melbourne's primary Feature experiences (e.g. Connection, Leonardo Da Vinci) over a year-long period from the time of purchase, plus a complimentary program per experience.

To redeem Annual Access at the venue after your initial Annual Access purchase, simply present your Annual Access QR code at the entry doors at the time of your visit.

To redeem Annual Access online after your initial Annual Access purchase, visit the online checkout and simply enter your Annual Access number when prompted in the membership area at payment. Note: Do not include the # when entering your Annual Access number.

Each Annual Access membership is redeemable for one person, on primary experiences. When Annual Access is redeemed on a Premium Experience (e.g. Best Seat in the House, Feast for the Senses, Early Access Guided Tours) the price of a Single Entry Ticket will be deducted from the price of that Premium Experience. A $3.95 transaction fee applies to all online purchases.

Are school or group discount tickets available?

‍Discounted group tickets are available for groups of 6 or more. Click here to book online for your Group. To enquire about booking a school excursion please complete the online form here.

Can I buy a Gift Card for THE LUME Melbourne?

Yes, you can purchase a gift card for THE LUME Melbourne here. Delivered to the recipient's email address instantly or at a time of your choosing, a convenient digital gift card for THE LUME Melbourne will help your loved one access a truly memorable experience. Gift cards are redeemable to purchase tickets to any of THE LUME Melbourne's experiences - ranging from breathtaking digital art to energising wellness classes - as well as in the Retail Store. Gift cards are not redeemable at THE LUME Melbourne's café.

Please note that a $3.95 transaction fee applies to online gift card purchases.

Can I buy a Ticketmaster Gift Card for THE LUME Melbourne?

Ticketmaster gift cards are no longer available to purchase for THE LUME Melbourne. If you have an existing Ticketmaster gift card, it can be used to buy tickets to other events and experiences availalbe on the Ticketmaster website.

Where do I buy a ticket?

Tickets for all events at THE LUME Melbourne are available through the LUME Melbourne website. Tickets for our feature experiences (e.g. Leonardo da Vinci) may also be available via authorised third parties: ROLLER, Red Balloon, Experience Oz, Luxury Escapes, Klook, Viator (TripAdvisor) and Trip.com. These are our ONLY authorised ticket sellers. Please be aware that THE LUME Melbourne has no obligation to honour tickets purchased via unauthorised resellers, such as Viagogo, eBay, Facebook Marketplace, and Gumtree. These may be invalid tickets and you may be refused entry.

There is a box office at the venue, however advanced bookings are recommended as some times may sell out.

What if I am sick on the day of my visit?

Want to exchange your tickets for a booking made through our website?  If you need to make a change to your booking, please enquire via our ticket exchange enquiries form; We may offer exchanges up to one hour before your attendance date (excluding Yoga and Pilates, for which exchange request must be submitted 12 hours prior to the class, and Feast for the Senses, for which exchange requests must be submitted 48 hours prior to the sitting). Standard T&Cs apply

I have a problem with my tickets, how do I get help?

For all tickets purchased on our website, please contact us via our online form.

For all tickets purchased through authorised third parties (Red Balloon, Experience Oz, Luxury Escapes, Klook, Viator (TripAdvisor) and Trip.com) please contact the third party directly.

COVID-Safe Plan

What are we doing to deliver a COVID-Safe experience?

THE LUME Melbourne works alongside the Melbourne Convention and Exhibition Centre (MCEC) and the Victorian Government Department of Health to provide the highest standards for a safe, contact-free environment.The experience is designed to be a personal journey of exploration allowing visitors to self-distance. Our friendly, trained staff are positioned throughout the venue ensuring our COVID Safe Plan is being followed.Our top priority is to ensure the safety of our visitors and staff.

This includes:
• Timed and staggered entry with separate entry and exits to the gallery
• Limited ticket capacity within each session time slot to allow for physical distancing
• Creating a non-touch environment and providing sanitiser stations throughout the venue
• Additional cleaning of the venue in high-traffic areas
• Online tickets to limit handling and minimising box office queues
• Flexible ticketing to make exchanges available to anyone who is unwell. Please click here to complete a ticket exchange request or call THE LUME Melbourne on (03) 8638 0609.
• Providing up-to-date information about your event via email 48 hours beforehand
• A Cash-Free venue
For more information about venue safety at MCEC please click here. Thank you for your understanding and support in helping to keep everyone safe. Thank you for your understanding and support in helping to keep everyone safe. If you have further questions, please contact us via our online form.

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TICKETS

Leonardo da Vinci opens at THE LUME on March 16. Don't wait to book tickets.
THE LUME Melbourne is currently closed, and will reopen on March 16.