Frequently Asked Questions – Tickets
My Ticket Purchase
Am I able to cancel, or change the date and time of my ticket?
Once purchased, tickets cannot be exchanged, refunded or replaced. Please choose your tickets carefully. Tickets offered for resale will be cancelled without refund and admission will be refused to the bearer. For further information, please contact email@example.com.
Is there a booking fee to purchase my ticket online?
No. When purchasing your ticket from the nationalgallery.co.uk website, you will not be charged a booking fee.
Can I order my ticket by phone?
Yes. You can book tickets by phone until 3pm the day before you visit. Tickets by phone can only be ordered by calling 0800 912 6958 (booking fee £1.90 maximum per ticket, lines open Monday to Saturday 9am to 10pm, Sundays 10am to 8pm) International callers +44 020 7126 5573 (booking fee maximum £1.90 per ticket).
Can I purchase tickets on the day in person?
We reserve a limited number of tickets for every timeslot for same day sale only. These are issued on a first come first served basis when we open at 10:00am. We recommend arriving early to purchase these tickets to avoid disappointment as these tickets are subject to availability. Please note tickets are sold on a timed entry basis so your tickets may not be for immediate entry. Please be aware long queues can arise for these tickets.
The website shows only Members’ tickets are available. Can I still attend the exhibition on that day?
Yes; we reserve a limited number of non-member tickets for every timeslot for same day sales only. Please refer to ‘Can I purchase tickets on the day in person’ for more details.
I am experiencing difficulties with my online order, who do I contact?
If you are experiencing technical difficulties with your online ticket purchase, you can contact the National Gallery online shop by email firstname.lastname@example.org or by phone 020 7747 2870, Monday to Friday, 9am – 5pm. Please note we are unable to take ticket bookings over the phone.
How will I receive my tickets?
When purchasing your tickets you can select between Print at Home or Collect from Box Office. If you choose to print your tickets at home (they will be emailed to you) please ensure that you have A4 paper and black ink available and that you can open PDF files. A clear printout of your ticket is needed for entry to the exhibition. If you select to collect your tickets from the Box office, your order will be available for collection from the Sainsbury Wing Ticket Desk on the day of your visit.
The tickets I purchased have my name on them but are for someone else; can they still enter?
All tickets will be printed with the name of the ticket buyer on them. With the permission of the ticket buyer, these tickets may be used by others to enter the exhibition. If someone is collecting a ticket order from the box office on your behalf they will need to bring a valid photo ID and a copy of your order confirmation.
I can no longer make the exhibition; can I give my tickets to friends or family?
You are welcome to pass on any tickets purchased, but please ensure that the new recipient is eligible for any relevant concession on the full ticket price, otherwise they may be asked to pay the difference upon arrival at the exhibition.
Can I change my order from Print at Home to Click & Collect?
It is not possible to amend your delivery method after payment, so please select your delivery option carefully.
What is the donation ticket price?
When purchasing your ticket, you may choose to include a voluntary donation to the National Gallery. Thanks to your support we are able to look after the paintings in our care and maintain free admission to our permanent collection.
What is Gift Aid?
By agreeing for the National Gallery to Gift Aid your admission ticket, we can claim a further 25p on every £1 spent, at no extra cost to you. You must be a UK taxpayer and pay an amount of income/capital gains tax at least equal to the tax we reclaim on your payment. You can make your Gift Aid declaration on the Billing screen when purchasing your tickets online.
I have a child under 12, do they need a ticket?
Yes. Children aged 0-11 are free with a paying adult, but tickets must be reserved. These can be booked when making your ticket purchase. If you would like to add a child ticket to your confirmed booking, please visit the ticket box office on the day of your visit. Please note this includes a child in arms or pram.
How do I make a Group booking?
For groups of 10 people or more call 020 7206 1173 (no booking fees, lines open Monday to Friday 9.30am to 5.30pm).
Educational institutions wishing to purchase exhibition tickets should email email@example.com for a booking form at least once month in advance of the intended visit date.
For Disabled Concession tickets (£9.00) and accompanying free carer tickets please call 0800 912 6958 (no booking fees) or ask at the Ticket Desk. Alternatively, please book the paying ticket using this website and email firstname.lastname@example.org to reserve the free accompanying carer/companion ticket. (Please allow 3 days to process this transaction).
Collect From The Box Office
Where do I collect my ticket order from?
All ticket orders will be available for collection from the Sainsbury Wing Ticket Desk on the day of your visit. Please head to the Priority queue which is reserved for ticket collections, Member tickets and enquiries only. Ticket sales are issued from a separate sales queue.
My ticket order is ready to collect, what will I need to bring with me?
When collecting your tickets you will be required to bring a valid photo ID and a copy of your order confirmation. We will accept a printed copy or you can show us a copy of the email confirmation on your phone or tablet.
Can someone else collect on my behalf?
If someone is collecting an order on your behalf they will need to bring a valid photo ID and a copy of your order confirmation.
How long do I have to collect my order?
You can collect your tickets at any time on the day of your visit from the Ticket Desk in the Sainsbury Wing Foyer. We regret we cannot issue tickets on any other date.
What if I arrive to collect my order and don't want it anymore?
Tickets are sold on the understanding that they are non-exchangeable or refundable. No refunds will be given if you no longer want tickets you have purchased.
When can I enter the exhibition?
Ticket holders should enter the exhibition at the Sainsbury Wing during the half-hour time slot on their ticket.
How long can I stay at the exhibition?
You can stay as long as you like until closing procedures start, but there is no re-admission to the exhibition. The last ticket entry slot commences 1½ hours before closing time (e.g. 4.30–5pm entry for 6pm closing time).
Staff will start closing procedures five minutes before the advertised closing time.