FAQs

Additional information for your visit

Additional information for your visit

Message to existing ticket holders: If you’re unable to download your e-tickets using the link in your confirmation email, please just bring your booking reference number to the ticket desk on arrival where our staff will be able to print for you.

  • Do you have issues downloading your tickets?

    We are sorry to hear that you have had issues downloading your tickets. We are making some changes to our website to improve our customer experience and that has caused a technical issue for a small number of ticket holders.

    If you are not able to download your e-tickets using the link in your confirmation email, please show your reference number which begins 421xxxxxxxx to the ticket desk when you arrive and staff on site will be able to print your tickets for you.

  • Do I need to wear a face covering?

    We expect and recommend that face masks are worn in indoor spaces, including shops and cafes, unless exempt. 

  • When can I book tickets for October-December?

    Tickets for dates up to 30th September are available to book now. Tickets for October onwards will be released soon.

  • I am member, how do I book a time slot?

    As a member, you need to pre-book a timeslot for your visit using the Member portal. This is to ensure the safety of both visitors and staff. 

    If you are unable to login with your membership number and surname, try a space after your surname. It is not case-specific. If this doesn’t help, please email our team at [email protected].

  • Do I have to arrive at the beginning of my timeslot?

    You can arrive any time within your selected 30 minute timeslot.

  • What happens if I'm late?

    You can arrive at any time within your chosen 30 minute timeslot, but if you cannot make this alloted time, the admissions team will try their best to accommodate you in the next available timeslot.

    Please be aware that timeslots on the day may be fully booked and this cannot always be guaranteed. 

  • Will there be toilets open?

    Toilets are available in the following locations to ticket holders:

    • Stone Hall 
    • Café Toilets 

    All toilets have disabled access.

  • Are the cafes and gift shop open?

    Our Palace café and Kensington Palace Pavilion Restaurant and Tea Room are open.  

    The Kensington Palace Shop is located near to the café and open Wednesday to Sunday from 10.00 - 18.00. You can enter the shop without a palace admissions ticket. If you forget to get something on the day our online shop is also open.

  • Visiting in a group?

    Groups must book in advance to acquire a ‘time slot’ for the visit. Currently no guiding is allowed on site.

  • Is there disabled parking on-site?

    Accessible parking is currently not available on site. We apologise for any inconvenience caused. The London Royal Garden Hotel car park offers two disabled parking bays for Blue Badge holders. Disabled car parking can be found at various sites within Hyde Park. Parking is free for Blue Badge holders but are subject to a maximum visit time of four hours from Monday to Saturday. 

     

  • Who is entitled to the concession rate?
    • Students: You are entitled to a concession rate ticket if you are over the age of 16 and in full time education. You are required to show a current student identification card once on site to validate the discounted price. International students are entitled to this rate if they also meet these requirements with a valid id card.
    • 65+ years: You are entitled to a concession rate ticket if you are 65 or over. You may be required to show an identification card (with your date of birth) once on site to validate the discounted price. International visitors are entitled to this rate if they also meet these requirements of proof of age.
  • How do I book a free carers ticket?

    Those with a registered disability are entitled to a free carers ticket. 

    Complimentary adult carer tickets can be obtained on the day of your visit upon presentation of proof of registered disability (such as a Blue Badge, Freedom Pass, DLA letter or PIP letter).

    The access page has further detail on what to expect during your visit.

  • Will staff be wearing PPE?

    Where appropriate – particularly where closer contact with members of the public is required – our staff will be issued with PPE, or may be working behind screens, for their protection and to protect our visitors.  All staff working ‘on the floor’ will be provided with gloves and the option of using a facemask.

  • What extra safety measures will be taken to ensure visitors and staff are protected?

    We will:

    • Provide clear signage to recommend social distancing for staff and visitors.
    • In some cases, where space is limited, e.g. shops / security checks, we will use screens to protect visitors and staff. Where appropriate, our staff will also be provided with PPE.
    • Provide hand sanitiser dispensers for visitors at all entrance points, in our shops and cafes. All staff will be issued with detailed guidance on maintaining high standards of hygiene and this guidance will also be available in public areas to ensure visitors maintain the same standards.
    • Implement a frequent and comprehensive cleaning regime.
  • Can I show my ticket on my mobile device?

    Yes. Simply open your ticket on your smartphone and have the QR code visible to show at the Kensington Palace entrance. 

  • Can I collect my online ticket on site?

    Unfortunately there's no 'collect on site' option for pre-purchased online tickets for Kensington Palace.

    • If you are purchasing online tickets you can have them sent to you (time for postage permitting) or you can select 'print-at-home' and ensure you print your tickets before arriving at the palace. 
  • How do I purchase a garden-only ticket?

    Kensington Gardens are free of charge. You do not require an admission ticket to enjoy these beautiful outdoor spaces. However, the Sunken Garden and Cradle Walk will remain closed for now. 

  • Can I use my London Pass?

    In order to adhere to Government guidelines on capacity within our sites, Kensington Palace is currently operating on a pre-booked, timed ticketing basis. To guarantee admission, you must book in advance by emailing [email protected] stating your London Pass numbers, number of tickets (adults and children), and preferred date and time of visit. They will make the booking on your behalf and email confirmation within 48 hours of your enquiry. If your requested time is not available, they will book the next available time slot (within one hour of your original request). Once booked, reservations cannot be amended or cancelled. If you do not book in advance, entry on the day cannot be guaranteed.  Separate terms and conditions apply. 

     

  • Can I use my National Art Fund Pass?

    National Art Fund Pass holders are entitled to free entry to both the palace and Royal Style in the Making exhibition by presenting a valid Art Fund Pass on the day of their visit. We are not able to pre-book Art Fund members through the website but will admit them on the first available time slot when they visit, and they will not be separated from the rest of their party if they are visiting with people who have pre-booked tickets.

  • How do I use my 2 for 1 offers?

    In order to adhere to Government guidelines on capacity within our sites, we are currently only able to accept tickets that have been pre-booked via our website

    At present, we are unable to accept 2 for 1 offers. We hope to have an increased capacity later in the year, which will allow us to accept them again. 

  • I have another third party voucher – how do I use it to visit?

    In order to adhere to Government guidelines on capacity within our sites, we are currently only able to accept tickets that have been pre-booked via our website

    At present, we are unable to accept third party vouchers. We hope to have an increased capacity later in the year, which will allow us to accept them again.

  • How much time should I schedule for my visit?

    You are able to spend as much time as you like within Kensington Palace and Kensington Gardens during opening hours. The current average length of time within the palace alone is between 2-3 hours, depending on queues.

  • I want to get in touch with a member of the Royal Family, how do I get my message to them?

    Historic Royal Palaces have no direct contact with the Royal family and all enquiries regarding the Royal Family should be directed to the Royal Household.

  • What is the dress code at the palace?

    There is no specific dress code for visitors to the Historic Royal Palaces run side of Kensington Palace. We do ask that you dress respectfully as families are likely to be present. If there are offensive slogans or other clothing items deemed to be inappropriate you may be approached by a member of staff.

  • I think I left some property behind, how do I retrieve it?

    If you lose something during your visit please contact the nearest member of staff. Alternatively, contact [email protected] and we’ll do our best to try to reunite you with your property.

  • H​ow do I book a Guided Tour?

    Currently no guiding is allowed on site.

  • Can I take photos in the palace?

    You are welcome to take non-commercial photographs (without the use of flash) within the palace in most cases. Some items or imagery may be prohibited from being photographed and this will be clearly signposted, or ask a member of staff if you are unsure. Filming is not permitted within the palace. The use of tripods and selfie-sticks is prohibited. Images of the palace are available for sale from our Photographic Library. Requests for commercial photography, filming or sketching should be made in advance. 

  • Can I have a wedding photo-shoot or engagement shoot at the palace?

    Wedding and engagement photography is available exclusively to our brides and grooms

  • I am fundraising - can I get complimentary tickets?

    As Historic Royal Palaces is a charity, we receive no funding from the Government or the Crown, so we depend on the support of our visitors, members, donors, volunteers and sponsors.  We are unable to support other fundraising activities with complimentary tickets.

  • How do I get more information on the displayed collections?

    For general information browse History and Stories and Explore. For detailed information relating to the collections on display, email [email protected]