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FAQs / Help

How do I use my e-tickets?

You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. On arrival at the New Lanark Visitor Centre Reception or Exhibitions Gallery, you can use either of the following options to gain entry:

Mobile: Present the booking reference / booking email via your mobile phone to gain entry (please note we have very limited mobile and wifi signal within the village so you should ensure any ticket vouchers are downloaded ahead of your visit)

Print: Print email and present to gain entry

What if I don't receive my eTicket within 2 hours?

Sometimes tickets can go into the 'Junk' mail box, so please check your spam filters and the 'Junk' mailbox if it hasn't arrived within 2 hours.

Do you issue refunds?

No, we regret we are unable to issue refunds.

Do you issue refunds in adverse weather conditions?

We cannot refund tickets for the reason of adverse weather conditions. In the unlikely event that New Lanark Visitor Centre has to close due to circumstances out-with our control, you will be contacted and offered an alternative date or a full refund. We are not liable for any expenses you have incurred in preparation for your visit such as accommodation or travel costs etc.

How can I purchase a free carer ticket?

A free carer ticket may be purchased when also purchasing another standard adult or child ticket. Please bring relevant ID and documentation, such as an IAA Autism ID card, or an associated membership card, GP letter or hospital consultant letter which confirms the visitor is unable to visit New Lanark independently without the aid of a carer or mobility aid.

How do I claim my GiftAid pass?

If you are a UK Taxpayer you can choose to GiftAid your New Lanark Visitor Centre tickets to receive an annual ‘New Lanark Unlimited’ Pass, allowing you to visit unlimited times within a 12 month period. To claim your pass, please select the GiftAid option when purchasing your Visitor Centre tickets online and then present your tickets (either on your mobile phone or printed) to the Receptionist who will then issue you with a ‘New Lanark Unlimited’ card which they will date and you will then be asked to sign.

If I book add-on tickets for another exhibition, why won’t it let me choose a date?

When purchasing tickets for one of our exhibitions, you will often be given the option to purchase tickets for a second upcoming exhibition at a special discounted rate.  During the booking process you will be asked to select the date of visit for the original exhibition you were planning to book, but you do not have to select a date for the secondary exhibition. Your tickets would be valid on any date of the exhibition period and you would simply have to arrive at the exhibition and show your tickets on your mobile phone or printed out. It is very important to note that in most cases our exhibition dates do not overlap, so it would not be possible to visit both exhibitions in one day. The dates of our upcoming exhibitions are as follows:

Artist Textiles Picasso to Warhol: 26th January – 29th April 2018

Making the Great Tapestry of Scotland: 18th May – 1st July 2018

GAME PLAN Board Games Rediscovered: 21st July – 4th November 2018

Trouble with your purchase? Contact New Lanark

trust@newlanark.org +44(0)1555 661345

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