FAQs

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If you have any questions about your visit, please contact our Visitor Experience Team on 01522 554559 and they will be happy to help.  These are the questions most frequently asked by our visitors and may help you in planning your visit.

Tickets

  • What happens when I buy a ticket online?

On completion of your order, you will be emailed an e-ticket containing a barcode and Booking Reference Number.  Print it out and present it on arrival.

  • I don't have a printer...

You don't have to print out the 8 digit booking reference; make a note of the Booking Reference Number and bring it with you, coupled with some ID.

  • Can I alter the date of my ticket once purchased?

All tickets are non transferable and non refundable.

  • Do I have to purchase my ticket online?

No, tickets can be purchased from our shop on the day of your visit.

  • What are the benefits of purchasing a ticket online?

You can get 10% off the AllInclusive ticket option when booked online. If you have your printed e-ticket with you when you arrive at the Castle you can head straight into the attraction and avoid any queues in our shop.  Tickets are scanned at the entry point to each attraction: a turnstile for the Medieval Wall Walk and staffed point for the Victorian Prison and Magna Carta.  Please have your tickets ready to be scanned.

  • Do you issue refunds?

No, we regret we are unable to issue refunds.

  • Do you offer group discounts?

For groups of 15 people or more we offer a 10% discount on the ticket price. More information about group visits can be found in Groups.  If you have booked online but your group members wish to split up when they arrive onsite, please see a member of our Visitor Experience Team in the shop and they will exchange your group ticket for single tickets.

  • How long is my ticket valid for?

Tickets are valid for the day of your visit.  Free return visits are valid for 6 months from the date of purchase.

  • How do I take up my return visit?

Retain your original ticket and it will admit you to the attraction again within six months of your original visit.  The ticket is barcoded to allow a second admission to all parts of the attraction.

  • Can I give my return visit to a friend?

Tickets are non transferable and are for use only by the original purchaser.

Your visit

  • Can I bring a pram or pushchair into the attraction?

You are welcome to bring prams and pushchairs into the grounds.  Unfortunately pushchairs cannot be taken onto the Medieval Wall Walk or inside the Victorian Prison and David P J Ross Magna Carta as these all contain narrow corridors.  In order to ensure the comfort of all our visitors we ask that you leave pushchairs and buggies in the designated space at East Gate.

  • Can I bring pets into the site?

Assistance guide dogs only are permitted on site.

  • Is there a minimum age restriction?

Due to the nature of the site we ask that children (aged 0-16 years) are accompanied by an adult at all times.

  • Where is the coach drop off point?

Please visit the Groups page for more information.

  • Can I take photos in the attraction?

Photography is permitted inside the Castle grounds and buildings for non-commercial private use.  Please note that photography is strictly prohibited in the David P J Ross Magna Carta Vault.

  • Is Wifi available?

Wifi is available in our café.