Reopening questions

Why do I need to book a ticket to visit the V&A?

We have introduced a free, timed ticketing system so that we can monitor the number of people within the museum and continue to offer a safe space for all our visitors, staff and volunteers. Tickets will be released online monthly.

For now, Members will also need to book free tickets to visit exhibitions.

Is it safe to visit the museum? What safety measures have you put in place for visitors?

Measures are in place to ensure the museum is a safe, relaxing and inspiring place for visitors, staff and volunteers. Free, timed tickets have been introduced so visitors can freely explore and discover the wonders of the V&A's collection within a socially-distanced environment. Hand sanitiser stations and face coverings will be available, as well as protective screens at our shop and café counters. Our teams will be managing and cleaning toilet facilities and all areas of the museum regularly throughout the day.

What measures are you taking to help enforce social distancing?

When we reopen we will have a dedicated entrance and exit to the museum and we will be lowering ticket capacity to enable social distancing.

Do I have to wear a face covering while in the museum?

In line with current government guidance, we strongly recommend visitors wear a face covering at the V&A. We will have free, disposable face masks available, as well as V&A face coverings for purchase in the V&A Shop. Wearing a face covering will be required when entering the V&A Shop. There will also be protective screens at shop and café counters.

I'm from a vulnerable or at-risk group, is it safe for me to visit the museum?

The V&A has worked closely with the government to develop our policies and install the latest measures to ensure that the museum is a safe place for visitors, staff and volunteers.

You can review a list of our safety measures and decide if you feel comfortable with the idea of visiting. You can share feedback and suggestions with us through email at comments@vam.ac.uk

What tours will you be offering?

We will be offering three online self-guided trails of the V&A, which will explore highlights from the collection, the building's architecture, and a selection of family favourites. From the end of August, additional trails, including a digital version of the museum's popular African Heritage Tour and LGBTQ Tour, will also be available.

I have a ticket to visit an exhibition, do I also need a ticket to visit the rest of the museum?

No, if you have a ticket for one of our exhibitions, you are welcome to stay in the museum and explore the permanent collection for as long as you want to, within general opening hours.

Can I buy a ticket on the day?

We expect to release extra tickets daily. However, these tickets will be limited so we recommend booking your tickets in advance wherever possible to avoid disappointment.

How will the free, timed entry tickets be controlled?

Tickets are available in 15-minute time slots and will be checked when you enter the museum. There will be socially-distanced queueing in place.

Can I reschedule my free entry ticket?

We want to be as flexible as possible with our entry tickets, so we have introduced a 15-minute window after your ticket time. If you are running late or are worried about getting to the museum on time, please contact us as soon as possible by email at hello@vam.ac.uk

If you are no longer able to make the date and time you booked, please let us know as soon as possible so we can make the tickets available to other visitors.

Can I exchange or get a refund on my exhibition ticket?

We do not offer refunds or exchanges on exhibition tickets. Please email us at hello@vam.ac.uk if you have any concerns about your booking or require further information.

Can I download a virtual map?

We recommend our interactive museum map, which will be updated as galleries open. Alternatively you can download a PDF version here.

When will the National Art Library, Archives and study rooms reopen?

We are opening different spaces within the museum in phases. The National Art Library, archives, and other study rooms will remain closed for now, but we continue to reassess the safety and feasibility of reopening these facilities.

Are group bookings allowed?

Due to our restricted visitor capacity, we are currently unable to accommodate group bookings of any kind. This also includes any private talks and tours of the collections.

What is available for schools? Can we book virtual visits?

Unfortunately, we are currently unable to offer virtual visits of the museum to school groups.

V&A Innovate – a national challenge for secondary school pupils – will launch online in September and be accessible to every school in the UK. Following the themes of Home and Community, students will be asked to use design practices to address major issues including climate change, accessibility, isolation and more.

Will you be rescheduling events that have been cancelled?

We have rescheduled our upcoming special exhibitions Kimono: Kyoto to Catwalk, Bags: Inside Out, Epic Iran, and Alice: Curiouser & Curiouser. Unfortunately, most other events that were scheduled for the period of the museum's closure have been cancelled. If you have booked a ticket for an event that is has been rescheduled, we will contact you to inform you of your options.

How do I go about claiming a refund for a cancelled event?

We have contacted all exhibition ticket holders impacted by cancelled or postponed events outlining the options available to them. If you haven't heard from us, please get in touch with our Contact Centre team at hello@vam.ac.uk, who will be happy to help organise an exchange or refund for you.

Alternatively, you can donate your ticket value to support the V&A. Ticket revenue is vital to the museum, now more than ever, and it would be tremendously appreciated.

I have a ticket for an exhibition that has been postponed, what should I do?

Our Contact Centre will email you about your ticket options shortly. If you have an urgent request, then please get in touch with our Contact Centre team at hello@vam.ac.uk