You have most likely been directed to this page by a QR code, signage, or a closure card distributed on site following the partial or complete cancellation of your visit to one of the sites operated by Royal Collection Trust. If you are visiting this page for any other reason, please be aware that the below information only applies to unforeseen cancellations, and all other bookings are subject to the usual refunds and exchange policy stated in our Terms and Conditions.

If you have been directed to this information page after having completed a part of your visit, but have been informed that the other part of the visit that you have booked has been cancelled, please be aware that you will receive a refund for the value of the cancelled part of your visit.

The following arrangements are in place for those who wish to receive a refund for pre-purchased ticket bookings which have been affected by the closure:

• Visitors who purchased their ticket(s) directly from Royal Collection Trust and paid with a credit or debit card, will be automatically be refunded within the next 28 days. 
• Visitors who purchased their ticket(s) directly from Royal Collection Trust using cash or a cheque can contact the ticket office by e-mail at [email protected].
• Visitors who purchased their ticket(s) through a third party should contact the agent or tour operator to enquire about a refund.

In addition to being directed to this information page, the lead booker for your visit will shortly receive an e-mail or phone call from Royal Collection Trust to confirm that your admission time or tour time has been recognised as being affected by this cancellation.

If you purchased your ticket(s) directly from Royal Collection Trust and you do not receive an e-mail or a telephone call within a few days of the closure, but you feel your visit has been affected by this closure and would like a refund, please ask the lead booker to contact our Ticket Sales and Information team by email at [email protected], including your Order Number in your message.

Please be aware that there may be some delayed response time due to the increased volume of e-mails that we are currently receiving. We appreciate your patience at this time.