FAQ

1. I want to create an account

Welcome to the Louvre Shop website! Create your online account in just a few clicks through the following link: https://boutique.louvre.fr/en/order/signup/

Need help with anything? The Louvre Book and Gift Shop customer service team will be happy to help you with the process. Contact us via our contact form, by email at contact@boutique.louvre.fr, or by phone at +33 (0)1 40 13 46 66.

2. I forgot my password

To reset your lost password, please enter your email address on our website's sign-in page and click on 'Forgot your password?'.

You will receive a message with a link to reset your password.

3. Do I need to create an account to place an order?

Good news: you can place an order without having to create an account!

Our online shop allows you to place an order as a 'guest', where you will only be asked to provide your contact details and the information needed to make the delivery.

Please note that once you have placed your order, you will receive all the relevant information (order confirmation, parcel tracking) by email, but you will not be able to view it directly on our website.

4. I want to delete my account

In accordance with European General Data Protection Regulation No. 2016/679/EU of 27 April 2016 on the protection of personal data and the amended French Data Protection Act of 6 January 1978, you have the right to access, rectify, erase, request portability, oppose and limit the processing of data concerning you, as well as the right to communicate instructions regarding what should be done with your data after your death.

You can exercise your rights by contacting our Data Protection Officer (DPO) using our contact form or by email at the following address: dpo@boutique.louvre.fr

5. I would like to unsubscribe from the Louvre Shop newsletter

We're sorry to see you go! Nevertheless, you can unsubscribe from our communications at any time by clicking on the unsubscribe link at the bottom of each newsletter.

You can also contact the relevant team at the following address: dpo@boutique.louvre.fr.

1. Has my order been confirmed?

When you receive a confirmation email, your order has been confirmed. If you can't find anything in your inbox, please check your spam folder.

Need help with anything? The Louvre Book and Gift Shop customer service team will be happy to help you with the process. Contact us via our contact form, by email at contact@boutique.louvre.fr, or by phone at +33 (0)1 40 13 46 66.

2. I want to cancel or change my order

Once your order has been confirmed, it cannot be cancelled or modified.

For more information, please contact our customer service team directly via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

3. My order has been confirmed, can I change my delivery address?

Once your order has been confirmed, the delivery address cannot be changed.

Nevertheless, you can contact our customer service via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66. There is no guarantee that the address can be changed, but we will do all we can in the time available.

4. How can I track my order?

Keep an eye on your inbox: when your parcel has been dispatched, you will get an email with a link to track your order.

You can also find the tracking number for your parcel(s) in your Personal Account, under 'Order tracking'.

5. My order is incomplete

If you have not received everything in your order, please contact our customer service team via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

In the event the item you have ordered is out of stock, you will receive an automatic refund for the amount of your order.

6. My order has been damaged, or a product is defective

Contact our customer service team via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

In order to provide full satisfaction, we will ask you to attach a photo of the item(s) in question. Subject to availability of the product(s), our customer service may then offer you an exchange or a refund.

7. I have not received my order

Has there been a problem with the delivery of your order? You can track your order by clicking on the link in the delivery confirmation email we sent you, or by going to your Louvre Shop account.

Our customer service is also available via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

8. How do I use a discount code?

To take full advantage of a discount code, simply enter it into the discount code section on the shopping cart page and select 'Apply'.

9. Where can I find my invoice?

Your invoice is available at any time in your personal account under Orders/Order details/Download your invoice.

For easy access, your invoice is also attached to your order confirmation email.

Feeling lost? Contact our customer service team via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

1. When will I receive my order?

Each order we receive is prepared within 1-2 business days, except for chalcography and on-demand printing, which takes longer. The delivery times are specified during the purchase process, at the checkout stage.

Delivery times vary according to the item(s) in question, the delivery method chosen and where the order is being sent to.

Outside of public holidays, orders placed on business days from Monday to Friday until 12 p.m. are processed the same day or the following day. Orders placed from Friday at 12 p.m. to Sunday evening are processed on the following Monday.

Deliveries in Metropolitan France and Monaco

Colissimo Suivi France: delivery within 72 hours

Chronopost France: delivery within 48 hours

French pick-up point: delivery within 3-4 days

Deliveries in Europe

Colissimo Suivi Europe: delivery within 3 to 8 days

Deliveries outside Europe

Colissimo International: delivery within 5 to 9 days

Chalcography delivery

Chalcography is produced and dispatched directly from our Art Workshops, within 3 weeks. Delivery is via Colissimo.

Delivery of prints on demand

Production of prints on demand is launched as soon as your order has been confirmed, according to the dimensions and media you have chosen. Print production takes about fifteen days. Your print-on-demand order delivery is managed by DHL or FEDEX depending on the country of destination.

2. Can I receive my order at a pick-up point?

Many options are available! Your order will be available at the pick-up point of your choice (selected when placing your order) for a period of 10 business days (for deliveries to a Post Office or Pick-up point) or 3 business days (for deliveries to a Pick-up locker).

For added security, your order will be handed over to you when you show proof of identity, or a code that the carrier will have sent you.

What if the chosen pick-up point is closed or full? Not to worry, your order will be automatically redirected to the nearest pick-up point, subject to availability.

Please note that if you do not pick up your order within the specified timeframe, it will be returned to us. In this case we reserve the right to refund the full amount of the order.

3. I placed an order for more than €99 but free delivery is not offered

Delivery fees vary according to the product(s), weight and dimensions, the chosen delivery method and the delivery location.

All fees are indicated when you place the order. Please note that several separate delivery fees may apply for a single order depending on the type of product ordered.

The fee for delivery to a pick-up point in mainland France is free for orders totalling 99 euros including VAT or more (excluding books).

This offer is valid for all items on the website except on-demand prints and non-standard items that require an additional delivery fee.

During promotions on shipping fees, if the order includes one or more books, the rate applied will be €1 (if the books' total price is over €35 including VAT) or €3 (if the books' total price is under €35 including VAT), as free delivery of books sold online is prohibited in France.

1. I wish to return my order

Your order isn't what you expected? Changed your mind? You can use the 'Return an item' option in the 'Orders' tab of your customer account.

Don't have a customer account? You can still make a request for an exchange or refund via the 'Return or exchange an item' page on our website, specifying the following:

- Your order number

- The products to be returned

- Your email address

You have 14 business days (from the home delivery or pick-up time) to request an exchange or refund for your item(s). They must be returned in perfect condition. You are required to cover the shipping fee for returns.

Please note: Our historic shop, located in the Musée du Louvre, does not exchange or refund items purchased in the online shop.

In the event of an error in preparing your order or damage to your item(s), we will cover the return shipping fee. Contact our customer service team via our contact form, by email at contact@boutique.louvre.fr or by phone at +33 (0)1 40 13 46 66.

Return address (excluding on-demand printing and chalcography):

RMN-GP
Garonor Est
Bat 22, Quai 136
3 rue Anatole Sigonneau
93150 Le Blanc-Mesnil
France

2. I want to return a print on demand

No problem! You have 14 business days (from the date of delivery or picking up your parcel) to exchange or receive a refund for the items returned in good condition. You are required to cover the shipping fee for returns.

You can inform us of your wish to withdraw by contacting the Louvre Book and Gift Shop customer service team by email or by post, indicating the following:

- Your order number

- The date of receipt of the order

- The print(s) you would like withdrawn from your order

- Your last name, first name and postal address

- Your email address

Address for returns:

LA MUSEOTECA
c/ Reja, 2
San Sebastián de Los Reyes
28702 Madrid. SPAIN

3. I want to return a chalcography

No problem! You have 14 business days (from the date of delivery or picking up your parcel) to exchange or receive a refund for the items returned in good condition. You are required to cover the shipping fee for returns.

You can inform us of your wish to withdraw by contacting the Louvre Book and Gift Shop customer service team by email or by post, indicating the following:

- Your order number

- The date of receipt of the order

- The chalcography(ies) you would like withdrawn from your order

- Your last name, first name and postal address

- Your email address

Address for returns:

Ateliers d'Art GrandPalaisRMN
1 impasse du Pilier
93217 La Plaine Saint-Denis
France

4. When will I receive my refund?

Refunds will be made within 14 business days of the date we receive your return.

For any requests for information regarding business gifts and the reselling of our items, please contact the following department: revente@grandpalaisrmn.fr.

You can also visit our website dedicated to professionals: pro.boutiquesdemusees.fr

Didn't find what you were looking for? The Louvre Book and Gift Shop team will be happy to help you:

Via the contact form

By phone: +33 (0)1 40 13 46 66

By email: contact@boutique.louvre.fr

1. I would like to contact the historic Louvre shop

Feel like shopping? Do you have a question you want to ask? You can contact our shop, located in the Musée du Louvre, by sending an email to client.louvre@grandpalaisrmn.fr or by calling +33 (0)1 58 65 14 31.

2. I would like to contact the Musée du Louvre about my visit or ticketing

Do you have a question about your visit, a request for information or a comment to make? The Louvre Reception Division will be happy to help you during the museum's opening hours.

Via the contact form

By phone: +33 (0)1 40 20 53 17

Do you have a question about ticketing? For assistance with your online bookings or to request a refund, the ticketing team will be happy to help you via its contact form.

You can find all available contact information for the Louvre here.