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Covid-19 information

Owing to government guidance, Windsor Castle, the Palace of Holyroodhouse and The Queen’s Galleries are temporarily closed.

When we do reopen, we’ve made some changes to keep you safe. 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.

Please watch our short video to learn more about what to expect from your visit.

What to expect from your visit ©

Frequently Asked Questions

Refunds and exchanges

  • What is your refund policy?

    In normal circumstances our tickets are non-refundable. However, we will refund tickets for those who bought tickets to visit:

    • The Queen’s Gallery, Buckingham Palace between 17 December 2020 – 21 February 2021 inclusive.
    • Windsor Castle between 19 December 2020 – 21 February 2021 inclusive.
    • The Palace of Holyroodhouse and The Queen’s Gallery, Edinburgh between 22 December 2020 – 31 January 2021 inclusive.

    We will not consider refund requests for bookings after these dates at this point, but we will be in touch in due course if that changes.

  • What is the process for refunds for tickets?

    All pre-booked tickets will be refunded for:

    • The Queen’s Gallery, Buckingham Palace for visits between 17 December 2020 – 21 February 2021 inclusive.
    • Windsor Castle for visits between 19 December 2020 – 21 February 2021 inclusive.
    • The Palace of Holyroodhouse and The Queen’s Gallery, Edinburgh between 22 December 2020 – 31 January 2021 inclusive.

    Depending on how you bought your ticket, you may need to contact us to arrange the refund. Please see further advice below:

    • If you bought your ticket directly from Royal Collection Trust and paid with a credit or debit card, you will be automatically refunded within 30 days.
    • If you bought your ticket directly from Royal Collection Trust using cash or a cheque, please e-mail us at [email protected] with your booking reference number. Your refund may take longer than usual, as we are receiving a large number of requests. Thank you in advance for your patience.
    • If you bought your ticket through a third party, please contact the agent or tour operator.

Before you arrive

  • Do I need to book in advance?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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 any bookings for more than six tickets, that you and your party are adhering to Government legal requirements relating to the ‘Rule of Six’.

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

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    Up-to-date ticket availability can be found on our booking pages:

  • Can I buy tickets for the same day?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    Yes you can call to book tickets. The Ticket Sales and Information Office’s telephone lines are open from 9:30 until 16:30 Monday - Friday. 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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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 local region of origin as well as in the region of the site you are visiting. If you are a resident of a local 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 note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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. 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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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.

  • My 1-Year Pass is about to expire, are you able to extend it any further?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    If your 1-Year Pass was due to expire between 23 July 2020 and 20 March 2021, we are able to extend this by a further four months. In order to claim your 1-Year Pass extension you will need to e-mail [email protected] with your name and transaction number from your 1-Year Pass. Then, on your next visit simply show your signed and stamped original ticket at the ticket counter with your proof of signature, such as a passport, driving licence, credit or debit card. Please note that all other terms and conditions of the 1-Year Pass scheme still apply and you must keep your original stamped and signed 1-Year Pass in order to take advantage of free re-admission.

  • How many people can I visit with?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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, 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 note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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 note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    You’ll need to wear a face covering when enjoying all indoor spaces during your visit (unless exempt). Face coverings can be removed once at a table in our cafés.

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

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    Multimedia guides and headphones are cleaned twice, once when charging, and again immediately before being given to visitors. Sanitising wipes are also available if you wish to undertake further cleaning. 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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    Social distancing is maintained in queuing areas with the use of markings to indicate the required distance. Capacity management is in place in indoor spaces with members of staff inviting visitors to continue on their tour, or requesting they remain in the spacious rooms while narrower spaces ahead of them become clear. Please follow the instructions of the Wardens or ask for assistance if unsure what to do.

  • Will you be taking visitors’ temperatures?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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 should I do if I develop symptoms of COVID-19 after my visit?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    We are supporting NHS Test and Trace (NHS Test and Protect in Scotland) and will ask for your contact details when you book your ticket. There is also a poster with a QR code at the entrance to our English sites which you must scan with the NHS COVID-19 App to check-in. By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace when requested, we can help to identify people who may have been exposed to the virus.

    Following current government guidelines, if you test positive for coronavirus, the NHS test and trace service (or Test and Protect service in Scotland) will send you a text or email alert or call you with instructions of how to share details of people with whom you have had close, recent contact and places you have visited. We would strongly encourage any visitor to our sites to engage with the NHS Test and Trace programme and to remember to include that you visited our site when you complete your tracing details on their website or by phone. Although the Test and Trace programme will get in touch with us on your behalf to notify us of anything further we need to do, we would also appreciate it if you could contact us by email at [email protected] to let us know when and where you visited us.

    For more information about NHS Test and Trace, please see the government guidelines for England and government guidelines for Scotland. Please note that the contact details we collect from you will be processed in accordance with Royal Collection Trust’s Privacy Notice and that should you wish to opt out from us sharing your details with NHS Test and Trace, you will be given the option to do so at the time of booking.

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

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

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

    We have been accredited with the ‘We’re Good to Go’ industry-standard charter mark, which means we are adhering to the respective Government and public health guidance, have carried out a COVID-19 risk assessment and checked that we have the required processes in place.

Groups

  • What visits and tours are available to groups?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    We are accepting standard admission bookings for groups of 15 or more where these comply with allowed exemptions under Government legal requirements relating to the ‘Rule of Six’, 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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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 inadvance of their visit. By reducing capacity, we are making sure that everyone can enjoy their visit while maintaining social distancing and staying safe. 

     

  • What is the maximum number of tickets that can be booked in one transaction?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    You can currently make a booking for up to 30 tickets via our website or over the telephone. However, please ensure that if you are making any bookings for more than six tickets, that you and your party are adhering to the Government legal requirements relating to the ‘Rule of Six’.

  • Can I guide my group?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    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?

    Please note owing to government guidance our sites, shops and online ticket office are temporarily closed.

    Private tours and special visits are not currently on sale whilst we manage the number of people visiting our sites and ensure that social distancing guidelines are respected. Signup to our groups e-newsletter for the latest updates.

Shopping

  • Will there be any changes to the shopping experience?

    Please note owing to government guidance our sites and shops are temporarily closed.

    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, you need to wear a face covering (unless exempted). 

  • Will you accept cash?

    Please note owing to government guidance our sites and shops are temporarily closed.

    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?

    Please note owing to government guidance our sites and shops are temporarily closed.

    It is now mandatory to wear a face covering when inside any shop (exemptions excluded). 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.

  • Are your shops safe?

    Please note owing to government guidance our sites and shops are temporarily closed.

    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.

  • Are your shops open?

    No. Owing to government guidance our sites and shops are temporarily closed.

  • Can I buy Royal Collection gifts online?

    Yes, you can browse and purchase our products on www.royalcollectionshop.co.uk.

     

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.

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