Frequently asked questions

General enquiries

How long is my ticket valid?

Tickets are valid all day from our opening time at 9.30am unless otherwise stated. You can arrive at the castle within opening hours on the day you chose for your visit. Last entry is 1 hour before closing. 

What payment types are accepted? 

Tickets can be purchased online with a debit or credit card. Accepted card types are Visa, Mastercard and JCB. At the castle we accept Euro, Sterling and major credit and debit cards.

Can I only book online?

No, you can also go to our ticket office during castle opening hours.

How do I get my tickets?

You can either print at home from your confirmation email or choose to collect from our ticket machines at the castle (you will need your last name and order confirmation number to collect your tickets).

Can I buy a souvenir or audio guide online?

Yes. The PDFs emailed to you to confirm your tickets will include an order acknowledgement. Use this to collect your souvenir guide from Visitor Information or go to the pickup point after the Portcullis Gate for the audio guide.

Souvenir guides are available in English, Gaelic, French, German, Spanish, Italian, Russian, Japanese and Mandarin.

Audio tours can be listened to in English, French, German, Spanish, Italian, Russian, Japanese and Mandarin.

Can I cancel my order and get a refund?

Tickets can be cancelled but are non-refundable. To cancel your order, contact us providing your order confirmation number. Please allow one working day for your cancellation to be made.

I have not received my confirmation email, what can I do?

Your confirmation email is sent within a few minutes of placing your order. Please check your junk mail / spam folders. If you have not received your confirmation, please contact us providing your name and/or confirmation number, and we will resend it to you. Please allow up to one working day for your email to be resent. If you urgently require your confirmation email to collect your tickets, please go to Visitor Information at the castle, and a member of staff will be able to look up your order and provide tickets for entry.

What if I have problems printing tickets?

You can contact either Online Ticketing Services or Visitor Information at the castle.

Online Ticketing Services 
Mon-Fri, 9am to 5pm GMT. Closed during UK public holidays and weekends.

Tel: +44 (0)131 668 8831
Email: Online Ticketing Services 

Visitor Information is across the drawbridge and to your right. Please ask staff for assistance if you are unsure.