Frequently Asked Questions

FAQS

1.HOW CAN I GET MORE INFORMATION ABOUT A PRODUCT?

We try to publish as much useful information as possible about our products to make the purchasing process as easy as possible and to help you buy the products that best suit you. If you need additional information about any of our products or services you can contact our customer service department at the following address:  vlcshop@visitvalencia.com  

2. HOW CAN I RETURN A PRODUCT?

You can find all the information about our return policy by clicking on the following link: Information about returns

3. I HAVE A PROMOTIONAL CODE, HOW CAN I APPLY IT?

To apply a discount via a promotional code to your purchase through the Website, enter it in the "Promotional code" field in step 3 of your checkout process. Please note that you can only apply one discount per order.

4. DO YOU HAVE A PHYSICAL TOURIST INFORMATION OFFICE?

We have seven offices spread throughout the city of València. You can find their locations, telephone numbers and opening times here.

5. WHAT HAPPENS IF I CONTRACT A TOURIST SERVICE AND THE PROVIDER CANCELS OR MODIFIES THE SERVICE?

Tourist services such as guided tours or València Bus Turístic are guaranteed services that comply with timetables and calendars, however, they may be cancelled or modified for reasons beyond the control of Fundació Visit València. In these cases, we undertake to provide the best possible solution by changing the service to another day or refunding the amount paid.

6. WHAT HAPPENS IF I HAVE CONTRACTED A SERVICE AND THEN CHANGE THE DATE OF MY TRIP?

Get in contact with our Customer Service department by emailing us at vlcshop@visitvalencia.com or on our online chat and, if possible, we’ll change your service to another day. 

7 . CAN I SUBMIT MY TICKET FROM MY MOBILE PHONE?

Most of the products you will find in our online shop are E - tickets: tickets that you can receive in digital format on any device.

If you have a smartphone and can see the ticket barcodes on the screen, you can enter the venue directly by showing your mobile phone at the gate. If you don't have a smartphone, you will need to bring your printed tickets to access the venue or enjoy the service.

If any product or service in our online shop requires printed tickets, you will have all this information perfectly detailed in the product description.