FAQ
For your convenience, we have collected the most frequently asked questions and provided answers to them.
1) I purchased a ticket, but I haven't received it by email. What should I do?
Most likely, the email was delivered to your SPAM folder or the Promotions tab in your mailbox – please check there first. If you still haven't received the email with your ticket, please contact us at: support@cultureatelier.com
Important! If you use an email account with poczta.onet.pl, please download your ticket using the link at the bottom of your purchase confirmation email or contact us at: support@cultureatelier.com. We apologize for the temporary inconvenience caused by the onet.pl domain blocking. We are working to resolve this issue.
2) I purchased a ticket, but I only received a payment confirmation. Is that my ticket?
No. In addition to the payment receipt, you should receive an email containing your ticket(s), which grant you admission to the concert. If you have not received the ticket email, please contact us at: support@cultureatelier.com
3) I entered the wrong email address when placing my order. Can you send my ticket to the correct email address?
Yes. Please email us at: support@cultureatelier.com and include your order number in your message.
4) I accidentally deleted my ticket. Can you restore it?
Yes. Please email us at: support@cultureatelier.com and include your order number in your message.
5) I would like to return my ticket(s). How can I do that?
Tickets can only be refunded if the event is cancelled or rescheduled. In such cases, only the face value of the ticket will be refunded (service fees are non-refundable).
6) Is it possible to exchange my ticket(s) for a different seat, date, or city?
Such requests are reviewed on a case-by-case basis. Please contact us at: support@cultureatelier.com, including your order number and the requested change.
7) Do I have to print my e-ticket, or can I show it on my phone?
Yes, you can show your ticket on your phone. Printing it is not required.
8) I couldn't find the answer to my question. What should I do?
If you have any questions regarding your ticket(s), please contact us at: support@cultureatelier.com/p>
9) Do I need to purchase separate tickets for a child and an adult?
A ticket is required for children over 2.5 years of age. Children younger than 2.5 years may sit on a parent's lap without a separate seat.
In accordance with the regulations in force since January 1, 2020, to receive a VAT invoice you must select the "Request an invoice" option during checkout and provide the required billing details. Pursuant to the applicable tax regulations, if this option is not selected, the seller is not obliged to issue a VAT invoice to the buyer.. By requesting an invoice, you agree to receive it electronically.
You can request an invoice while ordering your tickets, before clicking the "Buy Ticket" button.
