FAQs

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 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.

My e-tickets are missing

We recommend searching your email inbox for hrp.org.uk. If you can't find your e-tickets, show your confirmation email/booking reference at the Ticket Office.

I can't download my e-tickets

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

I don't have a booking confirmation email

You can search your email for hrp.org.uk or you can quote your booking number or email address at the Ticket Office. 

Please see our membership FAQs for information on booking member tickets and more. 

Do I need to arrive at the beginning of my timeslot?

The time on a combined Castle and Garden ticket is the start time for your tour which starts promptly. The Castle is a 20 minute walk from the car park and ticket desk so it is recommended that you arrive at least 30 minutes early.

You may enter the gardens from 10:00. So for example, if your Castle and Garden ticket shows a time of 13:00, you can enter the gardens from 10:00 and it is recommended no later than 12:30. Gardens Only tickets entitle you to all day entry to the estate from 10:00 up until one hour before closing time.

My ticket has no time slot / says 6am

Tickets marked 06:00 are Gardens Only tickets, valid for all day entry within our opening times but are showing this time due to how tickets are configured in our ticketing system. You may enter the gardens from 10:00 until one hour before closing time.

If you miss the start of your Castle tour, the admissions team will try their best to accommodate you in the next available tour.

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

Eligible paid ticketholders are entitled to bring an accompanying carer free of charge.

Complimentary adult carer tickets can be obtained on the day of your visit upon presentation of proof of eligibility. We can accept proof of eligibility in the form of a Blue Badge, Access Card, DID Card, DWP letter or PIP letter.

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

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

No, we are not able to offer ticket collection on site at this time.

Groups are recommended to book in advance to guarantee entry, and on their desired timeslot. We can run pre-booked group tour throughout the year for a minimum of 15 people. Groups of 15 or more can avail of discounted ticket prices. To learn more, visit our Group Visits page.

• Student: 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.

Third party vouchers cannot be redeemed on the Historic Royal Palaces website, and you will need to contact the voucher provider to make your booking for you. Tickets purchased through a third party provider are subject to the Terms and Conditions of that company and you would need to contact them directly to discuss your booking or request further information about the offer.

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 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.

We release admission tickets a few months in advance and you can keep up to date by signing up to our mailing list.

On-site car parking is available free of charge including 27 disabled parking space, free for Blue Badge holders. Please please follow the brown tourist signs on the A1 south to our sign-posted car park entrance. Visit the Getting Here page for more information.

Dogs are not permitted onsite unless they are trained assistance dogs or medical alert dogs. We are happy to provide water on request.

Unfortunately, due to conservation concern and the nature of items on display, we do not allow emotional support animals to enter the palace at this time. 

No other dogs are permitted within the site.

Toilets are available in the following locations:

• Pineapple Yard
• Gardens
• Weston Pavilion (Lower Visitor Centre) 

All toilets have disabled access and baby changing facilities.

As a working Royal residence and home to the Secretary of State for Northern Ireland we have a commitment to ensure our site is safe for all. As you enter the site you will pass through our security area where bags and individuals may be searched.

Small handbags are permitted inside the castle on the condition they may be searched before entering. Rucksacks and large bags are not allowed inside the castle but can be deposited in the Stable Yard. Upon entry to the castle you can also store bags in a secure bag drop facility. 

The following items are strictly banned from the premises: 

• Weapons, including knives
• Fireworks and smoke bombs
• Pepper spray or any other articles intended to cause injury
• Any article which is illegal to possess under UK law

Due to the natural terrain of the gardens, some paths are unsuitable for wheelchair users and those with restricted mobility. For further information on accessibility at Hillsborough Castle and Gardens, see our Accessibility page.

We offer some wheelchairs to use on a first come, first served basis which are sanitised between each use.

For access information, please visit our Accessibility page.

Pushchairs are welcome in the gardens, but not in the castle.

Free lockers will be available for bag and buggy storage.

If you lose something during your visit please contact the nearest member of staff. Alternatively, contact info@hrp.org.uk and we’ll do our best to try to reunite you with your property.

Rucksacks, large bags and buggies are not allowed inside the castle.

Large bags (anything bigger than approx. A3) and buggies will not be allowed in the Castle.  Free lockers will be available for bag and buggy storage.  Small bags coming into the castle will be a non touch search as they go into the state entrance.

You can find opening times for the site here. Our Gift Shop opening times are the same as our Gardens.

Visitors are welcome to bring their own food and enjoy picnics in the gardens

You can spend as much time as you like in Hillsborough Gardens during opening hours. Most visitors spend an average of 3 hours on site.

Breastfeeding is welcome throughout the Castle and Gardens. Team members are always on hand should you need any further information and we will happily assist should you wish to breastfeed off the main visitor route.

There is no specific dress code for visitors. 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 and asked to address this. Where this is not possible, you may be asked to use your tickets on an alternative day.

We ask that visitors do not dress in costume unless otherwise allowed as part of an event arranged by Historic Royal Palaces.

If an adult is bare chested, we will ask them to cover up. Whilst we appreciate some days of the year can be hot, we are a family-friendly site and need adults not to expose their bare chest.

Personal photography is not permitted inside the Castle. Our Hillsborough Castle Guidebook offers beautiful photos of the State Rooms and can be purchased alongside your tickets or in the gift shop. For more information on visitor photography can be found here. 

Images of Hillsborough Castle and Gardens are also available for sale from our Photographic Library. Requests for commercial photography, filming or sketching should be made in advance.

For general information browse History and Stories and What's On. For detailed information relating to the collections on display, email curators@hrp.org.uk 

Please be aware that adults are not permitted to enter at the castle or gardens in costume unless otherwise stated as part of an event arranged by Historic Royal Palaces.