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GENERAL INFORMATION

What are the opening hours of THE LUME Melbourne?

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

Our Standard Entry Times are:
Monday–Thursday:
10am-10pm (last entry 8pm)
Friday: 10am-11pm (last entry 9pm)
Saturday: 9am-11pm (last entry 9pm)
Sunday: 10am-10pm (last entry 8pm)

Tickets are sold as timed entry. The main experience will run for approximately 1.5hrs 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 here and a map click here.

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. To purchase your accessible tickets (with a free companion ticket on the provision of a companion card), contact Ticketmaster's Accessible Bookings on 1300 446 925 . Service Hours: 7 days 9:00am to 5:00pm

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 seizures in some people. If you are feeling unwell please let our friendly staff know.

Please note that the following scents are included in the Van Gogh experience: Nutmeg, Cardamom, Cypress, Vetiver, Lemon, Cedarwood, Wood Accord, Sandalwood, Amber and Musk. ScentAir, the company we have engaged to curate the aromas for the Van Gogh experience, only use synthetic oils derived from natural ingredients. All of ScentAir's oils are tested to the highest available standards and they are the only scent company in the world to be a member of IFRA

Can I use cash at the box office, café 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 & 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 may be visually inspected at entry by THE LUME Melbourne Staff and may be required to be cloaked at the MCEC cloakroom.

The following items are prohibited:
• Food & Beverage including Alcohol
• 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
• Professional cameras or recording devices
• Laser pointers
• Offensive signage or clothing
• Drones or unmanned aerial vehicles (UAVs)
• Personal chairs or other furniture

• Any other item that may cause harm or public nuisance or could interfere with others in the venue

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

Food and beverages are available inside the venue at Café Terrace 1888. The menu reflects classic French café culture with a nod to Dutch cuisine. Small bites, light meals, share plates, children’s dishes, and indulgent desserts will feature, alongside a comprehensive selection of alcoholic and non-alcoholic beverages. Table bookings are not available.

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

How long is the Van Gogh experience running?

Tickets for Van Gogh are currently on sale until October 9th, 2022. To buy tickets click here.

To be first to hear about our new experiences and receive special offers click here to join our mailing list.

THE EXPERIENCE

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 Van Gogh paintings on display in the venue?

The experience is not an art exhibition in the traditional sense and there are no physical original works by Vincent van Gogh on display.

It is an immersive multi-media art experience that combines high-definition projections of Van Gogh’s paintings with digital surround sound, projected at a scale of 11m high which offers visitors the ability to see the details of the artist’s work unlike ever before. More than 3,000 images transform every wall and floor surface.

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, including trying your hand at drawing in the studio, grabbing a selfie in the sunflower room and visiting the cafe inside the gallery. There is some seating available, and you can sit on the floor or stand against the walls, always being mindful of other visitors in the venue.

Which scents are diffused during the experience?

Please note that the following scents are included in the Van Gogh experience: Nutmeg, Cardamom, Cypress, Vetiver, Lemon, Cedarwood, Wood Accord, Sandalwood, Amber and Musk.

ScentAir, the company we have engaged to curate the aromas for the Van Gogh experience, only use synthetic oils derived from natural ingredients. All of ScentAir's oils are tested to the highest available standards and they are the only scent company in the world to be a member of IFRA

Is it suitable for children?

Yes. There is no minimum age to visit the experience, all young children should be accompanied by a responsible person. We do have 'Adult Date Night' sessions available from Friday to Sunday from 7pm. Child prices are not available in these sessions.

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

TICKETING

Do I need a ticket?

Yes, ticket bookings are essential.

We strongly recommend you book tickets online in advance. Some times, particularly during school holidays, can be heavily booked. To ensure a comfortable and safe visit for all visitors, access to THE LUME Melbourne is by timed entry.

All patrons require a ticket for fire and security access control. This includes children 0-3 years old. Free tickets for children 0-3 years old can be purchased online for most entry times (excludes Friday to Sunday from 7pm).

To buy tickets click here.

What are the ticket options and prices?

Ticket prices and entry times vary according to the time and date booked. Prices will vary for peak periods such as school holidays, and additional transaction fees may apply. Best rates and availability can be found during our mid-week times and in non-school holiday periods. Book Monday - Friday from 10am - 5pm for best pricing.

Ticket prices:
$39 - $59: Adults
$36 - $54: Concession
$29 - $44: Child (4 - 17 years)
$108 - $159: Family (2 Adults and 2 Children OR 1 Adult and 3 Children)

Children aged 3 and under are free and can be added to your booking.

‘Adult Date Night’ sessions are available from Friday to Sunday from 7pm. Child prices are not available in these sessions.

To buy tickets click here.

See below FAQ for information on discounted tickets available for groups 12+ and school groups.

It is important that you only buy tickets from our authorised ticketing agent, Ticketmaster. Do not purchase tickets from third-party resellers such as Viagogo as we are unable to verify the legitimacy of such tickets, and entry may be denied.

Are school or group discounts tickets available?

Discounted group tickets are available for groups of 12+.

Please book via THE LUME Melbourne’s groups offer page.

To book your school excursion please click here

Can I buy a Gift Card for THE LUME Melbourne?

Yes, you can purchase a gift card for THE LUME Melbourne click here.

We recommend adding a note to let your recipient know the gift card is for THE LUME Melbourne.

Please refer to the section on 'Ticket options and prices' for determining your voucher amount, please note a transaction fee of $3.95 applies to all purchases.

Prices will vary for peak periods such as school holidays and weekends. Best rates and availability can be found during our mid-week sessions and in non-school holiday periods.

Where do I buy a ticket?

Tickets for Van Gogh at THE LUME Melbourne are available through Ticketmaster Australia, which is our ONLY authorised ticket seller. 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 will also be self-service points of sale and a box office at the venue, however advanced bookings are recommended as some times may sell out.

To buy tickets click here.

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

Please do not attend the gallery if you are experiencing or exhibiting any symptoms of COVID-19, are required to be in quarantine or isolation, or have been in contact (or suspect you have been in contact) with someone diagnosed with COVID-19.

Want to exchange your tickets? Please click here to complete a ticket exchange request.

For all other ticketing enquiries, please log into your Ticketmaster account, click ‘My Tickets’, find your tickets for THE LUME Melbourne and select ‘Need Help with this Order’.

If you have already logged a help enquiry with Ticketmaster, don’t worry they will respond to and resolve your enquiry even if your original session date has passed. Help us by not logging multiple help enquiries, Ticketmaster’s customer service teams are working to respond to your query as soon as possible.

Need help lodging a help enquiry? Click here.

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

Please log into your Ticketmaster account, click ‘My Tickets’, find your tickets for THE LUME Melbourne and select “Need Help with this Order”.  Ticketmaster will then help you with your enquiry.

Need help lodging a help enquiry?  Click here.

COVID-SAFE PLAN

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

THE LUME Melbourne is working 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. Account holders can request an exchange to another date by clicking here
• Providing up-to-date information about your event via email 48 hours beforehand
• A Cash-Free venue minimising the potential risk of transmission of COVID-19.

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 at: enquiries.melbourne@thelume.com