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We are welcoming visitors to our sites again. Read more about our measures to keep everyone safe

Coronavirus (Covid-19) Update

The safety and wellbeing of our visitors and staff are our priority. Therefore, in line with Government and Public Health England advice, Windsor Castle, the Palace of Holyroodhouse, the Royal Mews, The Queen’s Galleries in London and Edinburgh and Royal Collection Trust shops and ticket office are closed until further notice. The State Rooms at Buckingham Palace, Frogmore House and Clarence House will now not open to the public this summer, owing to the operational challenges of social distancing.

Our online shop remains open. 

The last day of public opening was Friday, 20 March. Ticket sales for visits from 21 March 2020 have been halted until further notice, and anyone who has booked to visit between 21 March and 22 July 2020 will be refunded. As The State Rooms at Buckingham Palace, Frogmore House, and Clarence House will now not open at all to the public this summer, anyone who has booked to visit these venues throughout the entire duration of their proposed opening will be refunded.  

If you bought your ticket through a third party, please contact the agent or tour operator. 

Our phone lines are currently closed. If you have any questions please email us at [email protected].

Please note there may be a delay in answering your message because of the large number of enquiries we are receiving at the moment.

While our sites are closed, we remain committed to our mission to share the Royal Collection as widely as possible, and our new Discover section has been created especially for adults and children to explore the Royal Collection from home. To be the first to hear about dates for the re-opening of the royal residences and details of our future exhibition programme, please sign up to our e-newsletter.
 

Frequently Asked Questions

  • What is your refund policy?

    In normal circumstances our tickets are non-refundable. However, we will refund tickets for those who bought tickets to the Summer Opening of Buckingham Palace, Frogmore House and Clarence House this year, plus visits to all other sites during the closure period of 21 March – 22 July inclusive. At this time we will not consider refunds for visits to Windsor Castle, the Palace of Holyroodhouse, the Royal Mews and The Queen’s Galleries if your visit date is after 22 July, but closer to that date, we will refund those who may be unable to visit due to governmental restrictions on travel that are still in place or those who have been advised not to travel because of a medical condition.

  • Are tickets available to book for later in the year?

    Tickets are not currently on sale for future visit dates. If you have already booked tickets for a visit date from 23 July onwards, and our closure dates for Windsor Castle, the Palace of Holyroodhouse, the Royal Mews and The Queen’s Galleries are extended you will be refunded in accordance with the process below once any further closures are announced.

  • What is the process for refunds for tickets?

    All pre-booked tickets for visits to the Summer Opening of Buckingham Palace, Frogmore House and Clarence House this year, plus visits to all other sites between the dates of 21 March and 22 July inclusive will be refunded. 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 and you will have already received an email from us letting you know when to expect the funds to be returned to your account.
    • 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 had a group reservation that was yet to be paid for, this has been automatically cancelled. No further action is required at this time.
    • If you bought your ticket through a third party, please contact the agent or tour operator. 
    • If you are seeking a refund or exchange due to travel or medical restrictions, please contact us at [email protected].
  • Are tickets to exhibitions and events included in your refund policy?

    All pre-booked tickets for visits, including special tours, events and talks at the Summer Opening of Buckingham Palace, Frogmore House and Clarence House this year, plus all other sites between the dates of 21 March and 22 July inclusive will be refunded. Please see the section above on our refund process for more details.

  • What is the process for ticket reservations?

    If you had a group reservation for any of our sites during the closure periods that was yet to be paid for, this has been automatically cancelled. No further action is required at this time.

  • Will school visits be refunded?

    All pre-booked tickets including school visits between the dates of 21 March and 22 July inclusive will be refunded. Please see the section on our refund process above for more details.

    If your school is due to visit after 22 July, please expect your booking to go ahead as normal. We will contact you if this changes.

  • What happens if my 1-Year Pass expires during the closure period? Can it be extended?

    If your 1-Year Pass expires during the closure period, we would still like to offer you the opportunity to use your pass to visit us again. We will extend your 1-Year Pass to be used for one further visit during 2020 or 2021. On your next visit simply show your signed and stamped original ticket (your 1-Year Pass) at the ticket counter with your proof of signature, such as a passport, driving licence, credit or debit card.

    We will make a note that the Pass has been extended to take into account the period of the closure and will exchange your expired Pass for a complimentary ticket for admission on that day, subject to availability. This will enable you to make one further visit in 2020 or 2021 after your Pass has expired. Please note that all other terms and conditions of the 1-Year Pass scheme still apply and you must retain your original stamped and signed 1-Year Pass in order to take advantage of free readmission.

  • When will you reopen?

    As this is a rapidly evolving situation, we are unable to confirm a date on which the Palaces, Galleries and shops will reopen, but will monitor Government and Public Health England advice.

  • Will the exhibition 'Eastern Encounters' at The Queen’s Gallery, Palace of Holyroodhouse still open?

    The opening of Eastern Encounters on Friday, 3 April, was postponed as The Queen’s Gallery in Edinburgh was closed. We hope to confirm a new opening date in due course.

  • Will the exhibition 'Japan: Courts and Culture' at The Queen’s Gallery, Buckingham Palace still open?

    The opening of Japan: Courts and Culture on Friday, 12 June, has been postponed as The Queen’s Gallery in London will be closed. We hope to confirm a new opening date in due course.

  • Where can I go for more information?

    Please e-mail [email protected] for more specific questions, but please note there may be a delay in answering your message because of the large number of enquiries we are receiving at the moment.