THE LUME Melbourne : Frequently Asked Questions
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VENUE SAFETY

THE LUME is working alongside the MCEC and the Victorian Government Department of Health department to provide the highest standards for a safe, contact-free environment.

The experience is designed to be a personal journey of exploration allowing visitors to self-distance. Our friendly, trained staff will be guiding visitors throughout the venue ensuring COVID-aware steps are being followed.
Our top priority is to ensure the safety of our visitors and staff.

This includes:

• Timed and staggered entry with separate entry and exits to the gallery

• Limited ticket capacity within each session time slot to allow for physical distancing
• Creating a non-touch environment and providing sanitiser stations throughout the venue
• Additional cleaning of the venue in high-traffic areas
• Requirement to wear masks consistent with Chief Health Officer Direction
• Online tickets to limit handling and minimising box office queues
• Contact tracing through ticketing system and QR codes
• COVID Marshals on-site to help maintain a safe experience and assist with general enquiries
• Flexible ticketing to make exchanges available to anyone who has COVID-19 symptoms or must self-isolate

• Providing up-to-date information about your event via email 48 hours beforehand

For more information about venue safety at MCEC please click here. Thank you for your understanding and support in helping to keep everyone safe.

GENERAL INFORMATION

What you need to know before visiting

THE LUME Melbourne is open seven days a week.

Our Standard Opening Hours are:
Monday – Thursday: 10 am – 9 pm
Friday: 10 am – 10 pm
Saturday: 9 am – 10 pm​
Sunday: 9 am – 9 pm

The last entry of the day has a maximum stay of 1 hour.

Opening and closing times are subject to change, please check times on the date you wish to attend.

The LUME Melbourne is located at Melbourne Exhibition Centre, 1 Convention Centre Place, South Wharf. It is next to the Novotel Hotel and across the road from DFO South Wharf. The closest entry doors are located at the top of the roundabout. Once inside the building, you will find The LUME located next to Door 17. Please follow all directional signage or reach out to one of the friendly customer service staff for further guidance.

For more information about how to getting here and a map click here.

Yes, the venue is suitable for strollers and is wheelchair accessible. Please click here for more information on Accessibility or contact Ticketmaster’s hotline for THE LUME Melbourne on 1300 553 265 to purchase your accessible tickets with a free companion ticket on the provision of a companion card. Service Hours: 7 days 9:00am to 5:00pm

THE LUME experience does not include smoke, haze or strobe lights. While the projected animations within the experience are slow-moving, if you are sensitive to moving light, please let our friendly staff know on arrival.

We encourage visitors to leave bags at home and to avoid bringing any large items.

Bags may be visually inspected at entry by THE LUME Staff and may be required to be cloaked at the MCEC cloakroom.

The following items are prohibited:
• Food & Beverage including Alcohol
• Illegal substances including controlled, dangerous or illicit drugs
• Flammable devices (flares, fireworks and smoke bombs)
• Anything that could be used as a weapon such as sharp items including knives
• Suspicious items or items which may look like a weapon
• Professional cameras or recording devices
• Laser pointers
• Offensive signage or clothing
• Drones or unmanned aerial vehicles (UAVs)
• Any other item that may cause harm or public nuisance or could interfere with others in the venue

Yes, food and beverages will be available inside the venue at Café Terrace 1888. The menu reflects classic French café culture with a nod to Dutch cuisine. Small bites, light meals, share plates, children’s dishes, and indulgent desserts will feature, alongside a comprehensive selection of alcoholic and non-alcoholic beverages. Bookings are not required.

No outside food or beverage can be consumed inside the venue.

Yes, you can purchase a gift card for THE LUME. Click here and select one of the 5 gift card options.

We recommend adding a note to let your recipient know the gift card is for THE LUME Melbourne!

Ticket prices are below and a transaction fee of $3.95 applies to all purchases.

Prices will vary for peak periods such as school holidays and weekends. Best rates and availability can be found during our mid-week sessions and in non-school holiday periods.

$39 – $54 for adults
$36 – $51 concession (seniors, pensioners and students)
$108 – $152 family four-pack* (2 adults + 2 children OR 1 adult + 3 children)
$29 – $41 for youth ages 11-17*
$25 – $35 for children ages 4-10*
FREE for children 3 years and under when accompanied by an adult

Before your visit please read the following information:

THE EXPERIENCE

Please arrive 15 minutes prior to the time displayed on your entry ticket to allow for QR registration before access. Due to the popularity of the experience, we may not be able to accommodate you if you arrive outside your ticketed session.

Individual visit times will vary and there is no time limit to your stay. Most visitors can anticipate spending 60-90 minutes.

The experience is not an art exhibition in the traditional sense and there are no physical original works by Vincent van Gogh on display.

It is an immersive multi-media art experience that combines high-definition projections of Van Gogh’s paintings with digital surround sound, projected at a scale of 11m high which offers visitors the ability to see the details of the artist’s work unlike ever before. More than 3,000 images transform every wall and floor surface.

We encourage you to move around freely to view THE LUME from different perspectives. You can sit on the floor or stand against the walls, always being mindful of other visitors in the venue.

Fragrances and scents are diffused within THE LUME curated to complement and enhance your experience. The scents contain elements associated with Provence in southern France: Cypress from the trees that Van Gogh frequently painted mixed with Lemon/Cyrus that has a fresh, bright feeling associate with sunlight and summer.

Yes. There is no minimum age to visit the experience. However, we do have ‘Adult Date Night’ sessions available from Friday to Sunday 5pm – 9pm. Family and child prices are not available in these sessions.

Yes, you are more than welcome to take photos and videos inside the experience. Please be considerate of other visitors when taking photos. If you post them on social media, use the hashtag #thelumemelbourne so more people can see the experience through your eyes.

Please be advised that flash photography is not permitted inside THE LUME.

Commercial photography or video is not permitted at THE LUME without prior written permission. If you are planning to film in or around the venue, please contact us.

TICKETING

Note: A limit of 6 tickets per transaction is in place due to current COVID Safe requirements.

Yes, ticket bookings are essential.

We strongly recommend you book tickets online in advance. Some sessions, particularly during school holidays, can be heavily booked. To ensure a comfortable and safe visit for all visitors, access to THE LUME is by timed entry.

All patrons require a ticket for fire and security access control. This includes children 0-3 years old. Free tickets for children 0-3 years old can be purchased online for most sessions (excludes Friday to Sunday 5pm – 9pm).

Ticket prices and sessions times vary according to the time and date booked. Prices will vary for peak periods such as school holidays, and additional transaction fees may apply. Best rates and availability can be found during our mid-week sessions, and in non-school holiday periods.

Ticket prices start at:
$39 – $54 for Adults
$36 – $51 concession (seniors, pensioners and students)
$108 – $152 Family Four pack*
$29 – $41 for youth ages 11-17*
$25 – $35 for children ages 4-10*
Free tickets for children 0-3 years old can be added to your booking online. All children must be accompanied by an adult.

* ‘Adult Date Night’ sessions are available from Friday to Sunday 5pm – 9pm. Family and child prices are not available in these sessions.

It is important that you only buy tickets from our authorised ticketing agent, Ticketmaster. Do not purchase tickets from third-party resellers such as Viagogo as we are unable to verify the legitimacy of such tickets, and entry may be denied.

Tips for buying tickets safely and securely:

Live Performance Australia (LPA) is the peak body for Australia’s live performance industry. LPA has released this guide which has been developed to better educate consumers about where to buy authorised tickets and the risks of buying from the secondary market.

Click here for more information.

 

Discounted school and group tickets are not currently available due to current COVID-Safe requirements. Sign up to THE LUME Melbourne Groups Waitlist and we will be in contact when we have more information.

There will be self-service points of sale and a service counter at the venue, however advanced bookings are recommended as some sessions may sell out.

If you have cold or flu like symptoms on the day you are due to attend your session then please do not attend the venue. Please call us and we will happily exchange your tickets for a future session or offer a refund.

Yes. You can exchange your ticket up to 48 hours prior to your ticketed date.

Please click here to fill out your request and Ticketmaster will get in touch with you directly.

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