Frequently asked questions

Products

The product I want is out of stock. What should I do?

Either this product will soon be back in stock, in which case you can be notified of its return by submitting your email address on the product page.
Or it is definitively out of stock, in which case its page will disappear.

How can I keep up to date with new products and restocking?

To keep up to date with all the latest news and products from our online store, we encourage you to subscribe to our dedicated newsletter using this form.
If you would like to receive information on a particular product, please enter your e-mail address on the product page. You will receive an e-mail as soon as it is back.

Why doesn't my product appear in my shopping cart?

The product may be temporarily or permanently out of stock. If in doubt, please contact us.

I've spotted a product in one of the Palace's stores but I can't find it on the website. What should I do?

The Palace of Versailles online store and the on-site stores are managed independently. Some products may not be available online, and vice versa.

Customer account & Subscription

How do I create or log on to my customer account?

If you use a computer: at the top right of the screen, next to the shopping cart, click on the My Account icon
If you use a tablet or smartphone: at the top left of your screen click on the three bars menu, then at the bottom of the list on My Account

You then have the option of logging in to an existing account or creating one by filling in the required information.

I forgot my password. How do I log in?

In the My Account section, when you log in, click on “Lost your password?”. You will then be asked to fill in the e-mail address associated to your account, to which a password reset e-mail will be sent.
Remember to check your spam folder. If you have yet to receive anything, please contact us.

How can I edit my customer account information?

Once you have logged in to My Account, you can update your addresses in the dedicated section, as well as your name, e-mail address and password in the Account details section.
If you are a company, you can also enter your VAT number.

How do I manage my newsletter subscription?

You can subscribe to our newsletter from your customer account in the Account details section. If you don’t have an account, you can sign up by following this link.
You can unsubscribe from this newsletter in the same way in your customer account or from the unsubscribe link on the newsletters you receive.

Orders & payment

Which payment methods are accepted?

You can pay by credit card: CB, Visa, MasterCard or American Express. PayPal payments are also permitted.
We do not accept payment by cheque, cash or bank transfer.
If you are a public body, we accept payment by administrative mandate. To place your order, please contact us.

What should I do if my payment has failed?

You can contact us to find out the cause of the problem. We also invite you to contact your bank.

I haven't received my order confirmation. Has it been processed?

An order confirmation is sent to you by e-mail a few minutes after you place your order on our website. This e-mail may be in your spam folder. After checking, if you still haven’t received anything, please contact us.

Shipping

To which country can my order be shipped?

We ship ou products worldwide.

If customs duties or taxes are due, they will be entirely the responsibility of the customer, who must pay them and deal with any related formalities (such as declarations to the authorities and/or competent bodies). The customer can obtain information about these matters from the local authorities.

What are the delivery costs?

Delivery costs are calculated according to the weight of your order and the destination country.

Metropolitan France: standard delivery with signature from €5.99 to €15.99

Europe: classic delivery with signature from 13.99€ to 29.99€.

International: classic delivery with signature starts at €25.99. Express delivery starts at 55.99€.

What are the shipping and delivery times?

If no delivery time is mentioned (on a product page or on the website), your order will be shipped within 2 working days from the order date. Orders placed before 12pm (12:00 pm) are dispatched the same day.
Delivery times depend on the destination and the type of parcel chosen.

How can I track my order?

You can track the status of your order in your customer area. Once your order has been shipped, you’ll receive a tracking link by e-mail. If you don’t receive anything, please check your junk mail or contact us.

My order arrived partially or totally damaged. What should I do?

Please contact us, enclosing a photo of the order as received. We’ll let you know what to do and how to exchange it or get a refund.

Returns & exchanges

I have a problem with a product purchased in a Palace store. Who should I contact?

The Palace of Versailles online store and the on-site stores are managed independently. If you have any questions about a store in the Palace (damaged product, payment error, etc.), please send a message to the following e-mail address: librairie-boutique.versailles@grandpalaisrmn.fr

Stores onsite, visits and shows

I have a problem booking a visit to the Palace of Versailles. Who should I contact?

Please contact the Palace’s ticketing team by telephone on 01 30 83 78 00 or via this contact form.

I have a problem with a product purchased in a Palace store. Who should I contact?

The Palace of Versailles online store and the on-site stores are managed independently. If you have any questions about a store in the Palace (damaged product, payment error, etc.), please send a message to the following e-mail address: librairie-boutique.versailles@grandpalaisrmn.fr

How do I manage my Château de Versailles Spectacles booking?

You have booked a show at the Opéra Royal, an event at the Palace or the Grandes Eaux in the gardens. Please contact the team by following the instructions on this page.