THE LUME Melbourne : Frequently Asked Questions

COVID-19 Update: For the latest information please click here

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COVIDSAFE PLAN

THE LUME Melbourne is working alongside the Melbourne Convention and Exhibition Centre (MCEC) and the Victorian Government Department of Health to provide the highest standards for a safe, contact-free environment.

Anyone over 18 years attending MCEC (THE LUME Melbourne) will need to provide proof of their full vaccination status.

You are considered fully vaccinated against COVID-19 for the purposes of attending THE LUME Melbourne if:
• you have received both doses of the COVID-19 vaccine, or
• you have a valid medical exemption to COVID-19 vaccination issued by an authorised medical practitioner, or
• you are aged under 12.

Great news, you can now link your vaccination status from your MyGov account to Service Victoria App. Please be sure to do this prior to your visit. https://service.vic.gov.au/covid-19/add-covid-19-digital-certificate

If you don’t have a smartphone or are unable to use one, you can provide non-digital proof of vaccination status including an official copy of your Australian Immunisation Register vaccination certificate or a printed copy of your digital vaccination certificate from myGov. You will need to also provide proof of identification.

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 our COVIDSafe Plan is being followed.

Our top priority is to ensure the safety of our visitors and staff.

This includes:
• Fully vaccinated venue staff, cleaners and security personnel
• 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
• A Cash-Free venue minimising the potential risk of transmission of COVID-19.

Please stay at home if you are unwell. Do not attend the gallery if you are experiencing or exhibiting any symptoms of COVID-19, are required to be in quarantine or isolation, or have been in contact (or suspect you have been in contact) with someone diagnosed with COVID-19. For more information about what to do if you are sick on the day of your visit, read ‘What if I am sick on the day of my visit?’ In the TICKETING section below.

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

If you have further questions, please contact us at: enquiries.melbourne@thelume.com

GENERAL INFORMATION

THE LUME Melbourne is open seven days a week. Opening and closing times are subject to change. Please check times on the date you wish to attend.

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

There is no time limit on your visit, you are free to stay as long as you wish.

 

The LUME Melbourne is located at Melbourne Exhibition Centre, 5 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 images and animations within the experience are slow-moving, if you are sensitive to moving light or have been diagnosed with photosensitive epilepsy, please be advised that some moving light may trigger seizures in some people. If you are feeling unwell please let our friendly staff know.

Please note that the following scents are included in the Van Gogh experience: Nutmeg, Cardamom, Cypress, Vetiver, Lemon, Cedarwood, Wood Accord, Sandalwood, Amber and Musk. ScentAir, the company we have engaged to curate the aromas for the Van Gogh experience, only use synthetic oils derived from natural ingredients. All of ScentAir’s oils are tested to the highest available standards and they are the only scent company in the world to be a member of IFRA.

THE LUME Melbourne is a cash-free venue. No cash is accepted as a form of payment anywhere within the venue as part of our COVIDSafe Plan. We accept all major credit & debit cards and forms of contactless payment.

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.

Before your visit please read the following information:

Tickets for Van Gogh are currently on sale until the middle of 2022.  To buy tickets click here. To be first to hear about our new experiences and receive special offers click here to join our mailing list.

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.

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.

Please note that the following scents are included in the Van Gogh experience: Nutmeg, Cardamom, Cypress, Vetiver, Lemon, Cedarwood, Wood Accord, Sandalwood, Amber and Musk.

ScentAir, the company we have engaged to curate the aromas for the Van Gogh experience, only use synthetic oils derived from natural ingredients. All of ScentAir’s oils are tested to the highest available standards and they are the only scent company in the world to be a member of IFRA.

Yes. There is no minimum age to visit the experience. However, we do have ‘Adult Date Night’ sessions available from Friday to Sunday from 7pm. 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

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 from 7pm).

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 for concession (seniors, pensioners and students)
$29 – $41 for children ages 4-17
Free tickets for children 0-3 years old can be added to your booking online. All children must be accompanied by an adult.

Vincent VIP Package: $71 – $86 for adult
Vincent VIP Package: $68 – $83 for concession

Indulge in our special Vincent VIP Package to make your experience truly unforgettable. The Vincent VIP Package includes your ticket for entry, a collectable program, exclusive Vincent VIP entry door and a $12 drink voucher redeemable at the Café Terrace 1888.

‘Adult Date Night’ sessions are available from Friday to Sunday from 7pm. Child prices are not available in these sessions.

See below FAQ  for information on discounted tickets available for Groups 12+ and School groups.

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.

 

 

Discounted group tickets are available for groups of 12+. Please book via THE LUME Melbourne’s groups offer page.

To book your school and groups of 30+ please click here.

Yes, you can purchase a gift card for THE LUME Melbourne click here.

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.

Ticket prices start at:
$39 – $54 for adults
$36 – $51 concession (seniors, pensioners and students)
$25 – $41 for children ages 4-17
Free tickets for children 0-3 years old can be added to your booking online.
All children must be accompanied by an adult.

Tickets for Van Gogh at THE LUME Melbourne are available through Ticketmaster Australia, which is our ONLY authorised ticket seller. Please be aware that THE LUME Melbourne has no obligation to honour tickets purchased via unauthorised resellers, such as Viagogo, eBay, Facebook Marketplace, and Gumtree. These may be invalid tickets and you may be refused entry.

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

Please do not attend the gallery if you are experiencing or exhibiting any symptoms of COVID-19, are required to be in quarantine or isolation, or have been in contact (or suspect you have been in contact) with someone diagnosed with COVID-19.

Please log into your Ticketmaster account, click ‘My Tickets’, find your tickets for THE LUME Melbourne and select ‘Need Help with this Order’.  Ticketmaster will then exchange your tickets for a future session.

Need help lodging a help enquiry? Click here.

If you have already logged a Help enquiry with Ticketmaster, don’t worry they will respond to and resolve your enquiry even if your original session date has passed. Help us by not logging multiple Help enquiries, Ticketmaster’s customer service teams are working to respond to your query as soon as possible.

Please log into your Ticketmaster account, click ‘My Tickets’, find your tickets for THE LUME and select “Need Help with this Order”.  Ticketmaster will then help you with your enquiry.

Need help lodging a help enquiry?  Click here.

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