FAQs
Who do I contact to resolve an issue with an online ticket?
To resolve any issues concerning online tickets, please contact us via email at reservas@museoceramadrid.com specifying the following information:
- Cause of the issue
- Name and email with which you made the reservation.
- Number of purchased tickets.
- Date and time of visit.
We will respond within 72 hours (business days).
How do I present the online-purchased ticket?
You can present either a printed ticket or an electronic ticket downloaded to your mobile device.
How can I contact the Communications Department?
You can send your request to comunicacion@museodecera.com
How can I receive personalized assistance (information, general questions, etc.)?
You can send your request to info@museoceramadrid.com
Does the Mentalism ticket include access to the rest of the Museum?
No. The Mentalism ticket allows access to the area of the Museum where the show takes place.
What is the minimum age to participate in Mentalism?
12 years old
How long does the Mentalism show last?
90 minutes.
Can tickets be purchased in advance?
We recommend buying your ticket in advance on the Madrid Wax Museum website, both to benefit from exclusive discounts and to secure your preferred date and time of visit.
Are there any discounts available?
We have permanent promotions that you can check [here], in the “Buy your tickets” tab.
You can also follow us on social media to stay up to date with temporary promotions. Don’t miss out!
Do I have to wait in line?
If you bought your ticket online, you can go directly to the first gallery. For tickets purchased at the ticket office, the waiting time will depend on visitor volume.
Do you accept ticket changes and/or refunds?
Changes and/or refunds are not accepted.
However, it is possible to request a date change for a justified reason, provided that it is communicated at least 72 hours in advance.
Changes are processed Monday to Friday until 2:00 p.m.
The new date must be selected within three months from the date the change request is submitted.
How far in advance can I buy tickets?
Currently, tickets can be purchased up to 3 months in advance.
We recommend keeping an eye on the Museum’s website and social media in case of any changes.
From how many people is it considered a group?
Groups are considered from 10 people onwards.
If it is a school visit, for every ten children one teacher’s ticket is free (up to 3 teachers/chaperones); additional teachers pay the reduced rate as a student over 12 years old.
To organize your visit, please write to us at reservas@museoceramadrid.com
What are the Museum’s visiting hours?
Winter hours (from October 1 to March 31): every day from 11:00 a.m. to 7:00 p.m. (last entry and ticket office close at 6:00 p.m.).
Summer hours (from April 1 to September 30): every day from 11:00 a.m. to 8:00 p.m. (last entry and ticket office close at 7:00 p.m.).
What does the visit include?
The visit to the Wax Museum includes access to the two main galleries.
You can download the museum map here and start planning your visit.
How long does the visit take?
The visit is self-guided and takes approximately 1 hour on average.
What are the customer service hours?
Phone service hours are Monday to Thursday from 9:00 a.m. to 6:00 p.m., and Friday from 9:00 a.m. to 3:00 p.m.
Summer intensive schedule (July and August): Monday to Friday from 8:00 a.m. to 3:00 p.m.
Are guided tours available?
Currently, guided tours are not available. To organize a group visit, please send your request to reservas@museoceramadrid.com
Can photos and videos be taken?
Yes, photography without flash is allowed. For video content, permission must be requested via our designated email addresses.
Is the visit accessible for people with reduced mobility?
The visit is accessible except for the Wax Horror Experience, which is not wheelchair accessible.
Are animals allowed?
Animals are not allowed, except for assistance dogs for people with disabilities. If this is your case, please contact reservas@museoceramadrid.com in advance so we can assist you personally.
Is there a place to store luggage or bags?
No luggage or cloakroom service is available.
Is there a free admission day at the Wax Museum?
No. The Madrid Wax Museum is privately managed and does not offer any free admission days during the year.