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Got a question?

Please do not rebook tickets as we have a strict no refunds policy.

We can make changes to unused admission tickets bought directly via our website (exc. events such as the Ceremony of the Keys or special events etc.) for an amendment fee.

You don’t need to make this change before your original visit date and can re-arrange your visit between now and 28 February 2025 on any date we’re open, subject to availability. Check availability of tickets across the sites here, pick your date and time, call our team on 0333 320 6000 to make the change. Our phone lines are open Monday – Friday, 09.00-14.00.

Ticket changes are subject to Terms of use and availability, and must be made at least 3 working days before your new visit date. In the meantime, DO NOT make a new booking as it will not be refundable.

Please show your confirmation email / booking reference at the Ticket Office.

Search your email for or you can quote your booking number or email address at the Ticket Office.

If you were not prompted to choose a time whilst booking your ticket, it is an off-peak ticket and you can enter any time from opening to last admission. Tickets marked 6am are also off-peak but are showing this time due to how tickets are configured in our ticketing system.

We release admission tickets a few months in advance and you can keep up to date by signing up to our mailing list. Just enter your email address at the bottom of the page.

If you have recently joined as a member online, we will send you a welcome email within one week of joining including your membership number so that you can log in to book your free ticket to visit our palaces and gardens. Until you receive this, you can start enjoying your membership immediately and can visit the Tower of London, Hampton Court Palace, Kensington Palace and Hillsborough Castle and Gardens for free, within opening hours, by showing your confirmation email as proof of your membership.

You can’t amend free membership booking, so just book new tickets for when you would like to visit and let us know via email, [email protected], to delete the original booking.

National Art Fund Pass holders are entitled to half-price entry to Kensington Palace by booking online, and presenting a valid Art Fund Pass on the day of their visit. Subject to availability.

You can’t pre-book tickets for any discounted offers at any of our sites. You need to bring your card / pass with you to the Ticket Desk to collect a ticket. Children using a Blue Peter Badge need their badge, card and proof of age and must be accompanied by an adult. We’ll admit you on the next available timeslot (subject to availability) and will not ask your party to split up if you are visiting with people with pre-booked tickets however due to limited capacity, you may have to queue.

Disabled visitors can bring an extra person free of charge but this can’t be pre-booked. Just show your proof of need such as a PIP Letter, Blue Badge, Sunflower Pass, etc. or your national equivalent if you’re visiting from outside the UK, when you arrive at the Ticket Desk. Please book tickets for everyone who is visiting except the carer. We will admit everyone together and never refuse a carer ticket.

For access information, visit our accessibility pages for Hampton Court Palace, for Hillsborough Castle & Gardens, for Kensington Palace, or for the Tower of London.

As it is a popular and unique event it generally, tickets tend to sell out in advance and we cannot amend tickets for this event. All bookings are non-exchangeable and non-refundable in line with our Terms & Conditions.

Once you have booked your tickets (for everyone in your party except the carer), reply to your booking confirmation email and to let us know that you require a carer ticket.

Anything else? 

If your questions weren’t answered above, please contact us and a member of our team will reply to you as soon as possible.

If you are looking for more information about planning a visit such as opening times, car parking, arrival and entry times, food and drink at one of our palaces, please refer to the palace FAQs below.  

Tower of London


Tower FAQs

Hampton Court Palace

East Molesey

Hampton Court Palace FAQs

Kensington Palace

Kensington Gardens
W8 4PX

Kensington Palace FAQs

Hillsborough Castle and Gardens

The Square
Co. Down
BT26 6AG

Hillsborough Castle FAQs

Kew Palace and Queen Charlotte's Cottage

Royal Botanic Gardens Kew

Kew Palace FAQs

Banqueting House


Banqueting House FAQs

Further contact information

General enquiries (Monday - Friday, 09.00-14.00*)
Tel: 0333 320 6000

On Wednesday 17 April 2024 the Contact Centre phonelines will need to close at 13:00 due to staff shortages. We will continue to monitor emails and can be contacted by emailing [email protected]. Our phone service will resume at 10:00 on Thursday 18 April 2024. We apologise for any inconvenience caused and thank you for your understanding.

Customer Services
Email: [email protected]
Open Monday - Friday 09.00-17.00 and Saturday - Sunday 09.00 - 14.00.

Customer Services aims to respond to your message within 10 working days. Thank you for your patience and support.

On Thursday 18 April 2024 our phone lines will be open from 10:00 - 14:00. We can still be contacted on [email protected] and will continue to monitor emails. Our phone service will resume at 09:00 on Friday 19 April. We apologise for any inconvenience caused and thank you for your understanding.


Tel: 0333 320 6000
Email: [email protected]
Membership phone lines are currently closed.

The membership team aims to respond to your message within 10 working days. 

We apologise for any inconvenience caused and thank you for your understanding. Alternatively, find lots of up-to-date information on our Membership page and in our Membership FAQ's.

Groups and Travel Trade 
Email: [email protected]

Hillsborough Castle Groups and Travel Trade
Tel: 028 9268 1303
Email: [email protected]

Functions and Events
The Tower of London: 020 3166 6226
Hampton Court Palace: 020 3166 6507
Kensington Palace: 020 3166 6115
The Banqueting House: 020 3166 6152
Kew Palace: 020 3166 6115
Hillsborough Castle and Gardens: 028 9268 1342
Email: [email protected]

Corporate gifts
Tel: 020 3166 6857
Email: [email protected]

Development and fundraising
Email: [email protected]

Hampton Court Palace: 020 3166 6646
Email: [email protected]

Tower of London: 020 3166 6646
Email: [email protected]

Kensington Palace: 020 3166 6646
Email: [email protected]

Kew Palace: 020 3166 6646
Email: [email protected]

Mail order
Email: [email protected]

Brand licensing
Tel: +44 (0)20 3166 6844
Email: [email protected]

Tel: +44 (0)20 3166 6858
Email: [email protected]

Email: [email protected]

For general enquiries relating to the history of the palaces and their collections
Email: [email protected] 

For enquiries relating to advertising opportunities, please email [email protected]

Press Office
Tel: +44 (0) 20 3166 6166
For press enquiries, please email [email protected]

Photographic Library
To purchase or obtain permission to reproduce photographs of the palaces
Email: [email protected]

Website Administrator
For all other enquiries
Email: [email protected]