Contact us

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 (excluding events and special offer tickets, £1 ticket offer) for an amendment fee.

Amendments to times and dates can be made by contacting the Contact Centre on 0333 320 6000 or emailing info@hrp.org.uk before or after your original visit date. You can book any date we’re open, subject to availability. To do this, follow these steps:

• Check availability of tickets across the sites here
• Pick your date and time
• Call our team on 0333 320 6000 to make change. Our phone lines are open Monday to Friday, 09:00 to 13:00.

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 hrp.org.uk 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.

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’ve joined online or at our palaces, you will receive a confirmation email straight away. This will include a QR code which can be scanned at the entrance to the Tower of London, Hampton Court Palace, Kensington Palace, or Hillsborough Castle and Gardens for free entry. We will ask you to pre-book your member ticket for certain palace events, exhibitions, or member events. Please see our website to check if you need to pre-book. 

You can also show this email at the entrance of Kew Gardens to receive 10% off admission to Kew Palace, Queen Charlotte’s Cottage and the Great Pagoda during seasonal opening times.  

Once you've received your membership card, bring this on every visit as proof of your membership.

You can’t amend a free membership booking, so just book new tickets for when you would like to visit and let us know via email, info@hrp.org.uk, to delete the original booking. 

National Art Fund Pass holders are entitled to half-price entry to Kensington palace when there is a temporary exhibition open by presenting a valid Art Fund Pass on the day of their visit. Half-price tickets will be available to pre-book on our website for exhibitions only, 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. Blue Peter badge holders with a valid badge card and proof of age must be accompanied by a full paying or concessionary adult to gain free entry. If a disabled badge holder is accompanied by a registered carer, both can gain free entry. Carers must bring supporting documents.

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.

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.