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Covid-19 information

We are looking forward to welcoming you to the official residences of Her Majesty The Queen. To ensure your visit is comfortable and enjoyable, we have introduced advance booking, reduced the number of people we can welcome at any one time and put in place a range of other safety measures. More information about how to book and what to expect from your visit can be found below.

Please consider supporting us by buying a guidebook to accompany your visit, browsing for gifts in our shop and gift-aiding your purchase at no extra cost if you are a UK taxpayer.

Frequently Asked Questions


Before you arrive

  • Do I need to book in advance?

    Yes you do need to book in advance. We have introduced timed tickets to manage the number of visitors inside The Queen’s official residences and galleries. We have reduced ticket capacity to ensure that everyone can enjoy their visit while maintaining social distancing. For guaranteed entry while capacity is reduced, please book your ticket in advance of your visit.

    Please ensure that if you are making a booking with multiple tickets, that you and your party are adhering to Government guidelines regarding group sizes in your region.  

  • How do I find out if there are tickets available for the day I want to visit?
  • Can I buy tickets for the same day?

    Yes you can buy tickets for the same day, subject to availability. To guarantee entry, we would advise booking online at least 24 hours in advance.


  • Can I call to book tickets?

    Yes you can call to book tickets. The Ticket Sales and Information Office’s telephone lines are open from 9:00 until 17:00 Monday - Sunday. Please see our contact us page for other ways to get in touch.

    The Queen’s Gallery, London +44 (0) 303 123 7301

    Buckingham Palace +44 (0) 303 123 7300

    Windsor Castle +44(0) 303 123 7304

    Palace of Holyroodhouse +44(0) 303 123 7306

  • Can I change the date and time of my booking?

    As a part of a recent update to our terms and conditions, we are asking you to agree that at all times while visiting our sites you will comply with Government guidelines for permitted social gathering and social distancing in your region of origin as well as in the region of the site you are visiting. If you are a resident of an area that is subject to restrictions that prevent you from leaving your area, please get in touch with us about your booking so we can help you rearrange it for a more suitable date and time. All exchange requests must be made by calling the Ticket Sales and Information Office on +44 (0)303 123 7300 and will incur a £2.00 exchange fee.

  • What should I do if I become unwell before my visit? Can I receive a refund?

    Please do not visit if you feel unwell with any symptoms of COVID-19 or have come into contact with anyone who may have symptoms. If you have paid for your ticket, we will happily offer you an alternative date to visit as long as you contact us in advance and there is capacity available. Please call +44 (0)303 123 7300 to speak to one of our team or e-mail [email protected]. Any request made by e-mail should include the transaction number, full name of the booker and the date and time that you wish to move your booking to. Please note that any requests should be made prior to the visit date and time.

  • Do I need to book a date and time slot if I have a valid 1-Year Pass ticket?

    To pre-book using your 1-Year Pass, please call the Ticket Sales and Information Office on +44 (0)303 123 7334.

    Please note that a £2.00 transaction fee is payable on all telephone bookings. Your pre-booked tickets must be booked over the phone, but will be available for collection from the ticket counter on the day of your visit when you show your signed and stamped 1-Year Pass. Admission is subject to capacity constraints and we cannot guarantee admission on the day for those who have not pre-booked.

  • How many people can I visit with?

    When visiting our sites you will need to ensure that you are adhering to any Government restrictions put in place for the location you wish to visit, as well as any restrictions from the location that you are travelling from.

On arrival

  • Where can I park?

    Information about parking, including detailed access information for visitors with disabilities, is available on our website. Please note that car parking is not available at some of our sites.

  • I have booked a timed ticket, what time should I arrive?

    You can help us to minimise crowds and maintain social distancing by not arriving early for your admission time: please do not join the queue for admission until the time stated on your ticket. For all of our sites except Windsor Castle, please arrive within the 15 minute period after the time printed on your ticket. For Windsor Castle, please arrive within the 30 minute period after the time printed on your ticket. As our sites are working palaces, opening arrangements may change at short notice, so always check our website before travelling.

  • Where do I pick up my tickets?

    Our ticket offices are located nearby or at the entrance of all of our sites. Although our ticket offices are open to those that need to collect tickets, to minimise transaction times we would ask you to please book your ticket in advance and print it before you arrive. If you would like to convert your ticket to a 1-Year Pass (where applicable), please also sign it in the space provided, prior to arrival. If you are buying your ticket from a mobile phone on the day of your visit and are unable to print it in advance, we will be able to admit you with the e-ticket on your mobile phone.

  • Can I pay for my ticket using cash when I arrive?

    Please book your ticket in advance on our website and pay by card. You can even book online on a mobile smart device on arrival up until 5 minutes before the entry time. However, tickets will be subject to availability, and we recommend that you book well in advance to guarantee admission. Alternatively, you can call our Ticket Sales and Information Team on +44 (0)303 123 7300 to book and pay for tickets over the telephone.

  • Will I have to queue?

    You may be asked to queue for a short period before entering. Our staff will be on hand to help you follow social distancing guidelines while in the queue.

  • What happens if I am running late and miss my slot?

    If you are late for your time slot, we will try to admit you at the next available time, subject to availability. During busy periods we cannot guarantee entry if you miss your arrival time.

  • Will the cloakroom be open?

    Please refer to the specific guidance for the location that you are planning to visit. Please do not bring with you any large items, as we may be unable to hold those for you during your visit.

    Buckingham Palace

    Windsor Castle

    The Queen’s Gallery, Buckingham Palace

    Palace of Holyroodhouse

    The Queen’s Gallery, Palace of Holyroodhouse

During your visit

Helping you stay safe during your visit

  • Will you have fewer visitors than usual?

    Yes, we have introduced timed tickets to manage the number of visitors allowed inside at any one time. By reducing capacity, we are making sure that everyone can enjoy their visit while maintaining social distancing and staying safe.

  • Do I need to wear a face covering?

    We strongly encourage visitors to continue to wear face coverings in indoor spaces if they are able to, including in visitor entrances and while passing through security checks. Face coverings aren’t required in outdoor areas, and can be removed once at a table in our cafés.

  • Are there hand-sanitiser dispensers and hand-washing facilities available on site?

    Touch-free dispensers and hand-washing facilities can be found at several points along the visitor route.

  • Will the multimedia guide be safe to use?

    Multimedia guides and headphones are cleaned twice, once when charging, and again immediately before being given to visitors. You are welcome to bring your own headphones to use with the multimedia guide (standard audio jack only) if you prefer.

  • How are you managing social distancing?

    We have reduced the capacity at all our sites to allow you to socially distance.  In queuing areas, markings will help you keep the required distance. In indoor spaces, members of staff will invite visitors to continue their tour or request they remain in spacious rooms while narrower areas ahead become free. Please follow the instructions of the Wardens or ask for assistance if unsure what to do.

  • Will you be taking visitors’ temperatures?

    There are no plans to take visitors’ temperatures. If you or any member of your group are feeling unwell, please do not visit but call our Ticket Sales and Information team instead on +44 (0)303 123 7300.

  • What other safety and hygiene measures will you take to make me feel safe during my visit?

    Perspex screens have been fitted at all ticket desks, multimedia guide desks and at all shop till points. Some staff will wear face coverings for the safety of visitors, particularly in our security areas. All staff have been fully trained on new COVID-Secure procedures. Enhanced cleaning regimes are also in place.


  • What visits and tours are available to groups?

    We are accepting standard admission bookings for groups of 15 or more where these comply with allowed exemptions under Government legal requirements relating to group sizes, and can be managed while respecting social distancing guidelines.

    It is essential to pre-book an arrival time in advance of your visit. We will update this policy to include special and private tours at the earliest possible opportunity when it is safe to do so. Sign up to our groups e-newsletter for the latest updates. 


  • Do groups have to pre-book?

    We have introduced timed tickets to manage the number of visitors inside The Queen’s official residences and galleries, so it is essential that groups pre-book an arrival time in advance of their visit. By reducing capacity, we are making sure that everyone can enjoy their visit while maintaining social distancing and staying safe.

  • Can I guide my group?

    At all locations, only Royal Collection Trust-authorised Blue Badge Guides are permitted to guide in designated areas at selected residences, and social distancing guidelines must be adhered to at all times. No guiding is permitted inside the buildings. For further information relating to guiding please visit the Information for Groups page for each residence.

  • Can my group have a private tour?

    Private tours and special visits are now available. Signup to our groups e-newsletter for the latest updates.


  • Will there be any changes to the shopping experience?

    Some of our shops are operating a one-way system, and there are separate entry and exit points. A member of staff may ask you to wait outside for a short period at busy times to ensure that safe social distancing can be maintained inside the shop. When inside our shops, we strongly encourage you to continue to wear a face covering if you are able to. Face coverings remain mandatory in indoor spaces at our Scottish sites.

  • Will you accept cash?

    We encourage you to use card payments for the safety of both our customers and staff.

  • Will I have to wear a face covering to enter the shops?

    We strongly encourage you to continue to wear a face covering inside our shops if you are able to. You are also politely requested to use the hand sanitiser provided before touching any products, surfaces and handrails and if you can, minimise your contact with the merchandise on display.

    Face coverings remain mandatory in indoor settings at our Scottish sites.

  • Are your shops safe?

    Yes. A strict and ongoing cleaning routine is in place in our shops to ensure the safety of both customers and staff. Please be aware that our staff will, where necessary, politely enforce social distancing for your safety. Signage is in place throughout the shop reminding you to follow the guidelines to protect yourself, other customers and our staff. In addition, Perspex screens are in place at the checkouts and till points.

  • Can I buy Royal Collection Trust gifts online?

    Yes, you can browse and purchase our products on

China Mugs

Royal Collection Trust Online Shop

Our online shop offers a wide range of exclusive gifts inspired by the royal palaces and the works of art in the Royal Collection. You'll find homeware, china, clothing and jewellery, children’s toys, books and postcards. The income from every purchase you make contributes directly to the care of the Royal Collection.

Shop now