Visiting Safely

Visiting Safely

Visiting Safely

We are delighted to welcome visitors back to the Wallace Collection, and we need to let you know that the museum works a little differently now our doors are open again.

Most importantly, visitor numbers are very limited to ensure effective social distancing measures can be taken and to keep everyone safe.

Check our Visit Us pages for information on how to get to us, our opening hours and transport options, and please read all the information below so we can help you have an enjoyable visit.

Here's what you need to know about visiting us safely:

  • Our new opening hours are 11am-3pm daily
  • You need to book a free, timed ticket in advance
  • The exhibition Forgotten Masters: Indian Painting for the East India Company is now open and tickets are on sale
  • Visitors will visit the collection in a fixed, one-way route
  • You can follow your new route online with our Collection Trail or access information on our objects on the Smartify app
  • The cloakroom is not open, so do not bring anything you cannot carry with you around the museum, and only small bags or handbags will be permitted
  • The cafe is not open, but there is a coffee cart outside the museum selling water, tea, coffee and pastries
  • The toilets are open and are being cleaned more regularly
  • The shop is open and taking contactless/card payments only
  • Our staff may be wearing face coverings for everyone's safety
  • Hand sanitiser is available on arrival and at various points throughout your visit

To help us keep you and our team safe, please

  • Book your ticket online in advance
  • Do your best to arrive on time as we are operating timed ticketing
  • Always keep two metres away from others
  • Follow any instructions given to you by our staff
  • Follow the arrows indicating your route around the Collection
  • Use the hand sanitiser at each opportunity
  • Only visit with members of your household
  • Only use the lift if you have mobility issues or have a pushchair
  • Face coverings are required for the whole visit in line with government regulations.

In accordance with government guidelines, please do not visit if you have any symptoms of Covid-19. You can find out more about the current guidelines on the gov.uk website.

We have been accredited with the UK-wide industry standard and consumer mark for adherence to government and public health guidance on Covid-19 safety, so we are Good To Go. You can also view our risk assessment. We have complied with the government’s guidance on managing the risk of COVID-19 - view our self assessment.

Naturally the situation may change at short notice, and we will be following the latest government guidelines at all times, so please check back here before your visit for the most up-to-date visitor information.

Before Your Visit

Before coming to the museum, all visitors must book a free ticket for the collection or book a ticket for the Forgotten Masters exhibition.

Tickets to visit the Collection are free, and you can choose a date and time convenient to you.

When you book a ticket, we will need your contact details so that we can let you know if we need to close the Collection at short notice, or if it is otherwise necessary to contact you about your visit.

Our new opening hours are 11am-3pm.

The cloakroom is closed, so please do not bring large bags or coats with you as you will have to carry everything you bring with you on your visit. Bags larger than a small bag or handbag will not be permitted.

The cafe is currently closed, however a coffee cart is available outside the museum selling water, tea, coffee and pastries.

Please do not bring food with you as this cannot be taken into the galleries.

When You Arrive

When you arrive at the Wallace Collection, please enter through the East Gates (the right side as you are looking at the front of the Museum) where our team will be there to welcome you.

Please have either a paper printout of your ticket or be ready to show this on your smartphone for scanning.

As you enter the foyer, a hand sanitising station is available, so please sanitise your hands.

A one-way system is in operation throughout the galleries, so we recommend using the toilets at the start or end of your visit.

If you need to use the lift, please ask a member of staff for assistance as the lift will only be available for those with access requirements.

Use of the lift is only be permitted to members of the same household/support bubble at any one time

Audio guides are not available, but you can find about more about objects on your visitor route in our new Collection Trail, or see and hear more about any of our objects on the free Smartify app, which you can download from the app store directly to your own device using our free WiFi.

During Your Visit

If you are visiting the exhibition, please follow the signage to proceed directly to the exhibition galleries.

For collection visitors, your visit will follow a one-way, fixed route through most of the rooms in the museum.

Your visit starts at the main entrance before going up the main staircase and visiting the following galleries:

  • Boudoir
  • Study
  • Oval Drawing Room
  • Large Drawing Room
  • Small Drawing Room
  • East Drawing Room
  • East Gallery I, II & III
  • Great Gallery
  • West Gallery III
  • The European Armoury I
  • The Oriental Armoury

The visit concludes in the shop before exiting the Collection.

To find out more about the objects you will see on your visit, you can follow our new Collection Trail of your route through the galleries or browse the Collection Highlights

You will be asked to observe social distancing from others throughout the duration of your visit, and you may be asked to wait until others have moved on before proceeding into the next room.

If you feel unwell at any stage during your visit, please alert a member of staff immediately so we can assist you.

At the End of Your Visit

The collection visit concludes in the shop, which has been enlarged to allow greater social distancing.

Payments can be taken by credit/debit cards and contactless payments only, so please do not try to pay with cash. Please avoid touching items you do not wish to purchase.

After your visit, you can exit the museum using the West Gates.

We are keen to know what visitors thought of their visit, so you may be asked a few questions by our researchers as you leave. You may of course decline to participate in this if you wish.

FAQs

Booking and Ticketing FAQs

Is booking essential?

Yes, we are asking all visitors, including Wallace Collection Members, to book a free ticket in advance of their visit, as we will be operating with an extremely reduced visitor capacity in the galleries.

By pre-booking your ticket in advance, you are helping us to spread visits out over the day so we never have too many people in the galleries at any one time.

How do I book a free ticket?

You can book a ticket here

Please only make a free ticket for the day and time you are planning to come, as making multiple bookings and then not visiting prevents others from being able to visit.

While entry is still free, we are asking those that are able to consider making a donation to help the museum through these difficult times, particularly when we can only welcome a fraction of our usual visitor numbers.

I’m running late for the time on my ticket, what do I do?

Please call us on 0207 563 9539 to let us know if you are running late and advise us of your new estimated arrival time. We will do our best to change your tickets to a later time, subject to availability.

I want to change or cancel my ticket, can I do this?

Yes, we understand that plans change and you may need to cancel your ticket(s) or change the time of our visit.

Please let us know as soon as possible if you need to change or cancel your tickets, as we have very limited capacity due to social distancing. Unfortunately, some visitors are not arriving for their bookings which leaves tickets unused and prevents other people from visiting, so please be considerate to others and cancel if you are no longer able to attend.

Please emails us on tickets@wallacecollection.org and we will cancel your booking or change your booking to another suitable time, subject to availability.

Do I need to bring a printout of my timed ticket?

No, you do not have to have a printed ticket with you, but our team do need to scan the barcode on your ticket when you enter, so if you are not printing your ticket(s) please have your booking details ready on a smartphone as you arrive.

Can I book tickets for a group?

In line with government guidance on only visiting with members of your household, it is not possible to make a group booking at present.

Can I book a disabled parking space?

Unfortunately to maintain social distancing measures, most of the space outside the museum usually used for disabled parking is being used to allow visitors to enter and exit the museum safely.

There is one disabled space available which can be reserved in advance by emailing security@wallacecollection.org

There are two parking spaces for Blue Badge holders on Manchester Square and others in nearby streets.

If I want to see the Collection and the exhibition do I need to book two separate tickets?

Yes, you need to book two separate tickets. Please allow time between the two tickets to see what you have chosen to visit first.

If your are visiting the Collection first, you may go directly to the to the exhibition queue in the Porphyry Court after viewing the Collection.

If you view the exhibition first, you will need to exit the building and join the queue on the forecourt for your Collection ticket to be checked at the gold reception desk.

Visiting FAQs

Is the whole museum open?

Most of the museum is open, but due to the one-way route in operation, it is not possible to visit every room.

The rooms on the new visitor route are the Boudoir, Study, Oval Drawing Room, Large Drawing Room, Small Drawing Room, East Drawing Room, East Gallery I, II & III, Great Gallery, West Gallery III, before doing downstairs to the European Armoury I and The Oriental Armoury.

The visit concludes in the shop.

Will the temporary exhibition be open?

The Forgotten Masters: Indian Painting for the East India Company exhibition is now open and will be on until Sunday 13 September.

Tickets are available to book online.

Is the shop open?

Yes, the shop is open. We are accepting payments by debit/credit cards and contactless, so please do not try to pay with cash.

Please avoid touching products that you do not wish to purchase while you are browsing.

Will I be able to leave bags and coats in the cloakroom?

No, the cloakroom is not open, and no items larger than a handbag or a small rucksack (that can be worn on your front) are permitted.

Please do not bring items that you cannot carry with you through your visit.

Is the museum audioguide available?

No, the audioguide is not currently available, however you can follow our new Collection Trail to find out about the objects on your visit, or use the Smartify app to access information about our objects from your smartphone.

How long will my visit take? Is there a time limit?

We expect the new visitor route to take around 1-2 hours, but it is up to you how much time you spend in each room. There is no time limit but all visitors must depart when the museum closes at 3pm.

Do I need to wear a face covering during my visit?

Face coverings are required for the whole visit in line with government regulations.

Is the restaurant/café open?

Unfortunately the café is not able to open while maintaining current social distancing guidelines, however a coffee cart is available at the front of the museum selling tea, coffee, water and pastries.

Are the daily tours happening?

There are not any daily tours or talks happening, however you can find information on the objects you will see along the visitor route in our new Collection Trail, by browsing our Collection online or from the Smartify app.

You can also find out more about the collection in our online talks and courses.

Are the Library and Archives open?

No, unfortunately our Library and Archives remains closed. We hope to open the Library and Archives later this year.

To contact the library team, please email library@wallacecollection.org

Can I use the lift?

If you have access requirements, you are welcome to use the lift with members of your own household.

If you do not need to use the lift for mobility reasons, we kindly request that you use the stairs.

Is hand sanitiser available?

Hand sanitiser is available at the entrance to the museum, the entrance to the shop, the entrance to the toilets, and the entrance to the temporary exhibition galleries.

Is there seating available?

Seating is available for those who are less able to stand, including those with mobility issues and women who are pregnant.

If you anticipate needing to sit during your visit, please pick up a folding stool from the entrance at the start of your visit.

All stools will be throughly cleaned between each user.

Is there somewhere to store a bike during my visit?

There are free bicycle racks available outside the museum near the entrance.

Visitors are free to use these, however they are at the user's own risk, and we strongly encourage you to bring a lock to secure your bike.

Bikes cannot be taken into the museum, and no alternative storage is available.

Exhibition FAQs

How long does it take to visit the exhibition?

We recommend you allow a minimum of 45 minutes to visit the exhibition. Most visitors take around 1hr to see the whole exhibition

Is there seating available in the exhibition?

Unfortunately there is no seating available in the temporary exhibition.

Seating is available for those who are less able to stand, including those with mobility issues and women who are pregnant.

If you anticipate needing to sit during your visit, please pick up a folding stool from the entrance at the start of your visit.

All stools will be throughly cleaned between each user.

Can I change my tickets after I have booked?

Yes, we understand that plans change and you may need to cancel your ticket(s) or change the time of our visit.

Please let us know as soon as possible if you need to change or cancel your tickets, as we have very limited capacity due to social distancing and any unused tickets may prevent other people from visiting.

Please emails us on tickets@wallacecollection.org and we will cancel your booking or change your booking to another time, subject to availability.

If I just want to see the exhibition, do I need to book a Collection visit ticket as well?

No, if you only wish to visit the exhibition, you only need to book a ticket to the exhibition.

If you wish to see the exhibition and the Collection, please book two tickets with enough time between them to see what you have chosen to do first.

Can I leave the building between my Collection visit and exhibition ticket time, to have lunch for example?

Yes. Your two tickets are separate, so you may exit the building after your first visit, and re-join the entry queue at the main entrance for your second visit at the time on your ticket.

I'm a Member, do I have to book in advance?

Yes. In order to manage the capacity of the galleries and maintain social distancing, we are kindly asking all our Members to book in advance by emailing tickets@wallacecollection.org with your preferred date and time.

How do I book free tickets for under 18s?

To book a ticket for someone aged under 18, please email us on tickets@wallacecollection.org with the preferred date and time of your visit.

Is the exhibition audioguide available?

Yes, audioguides are available at the exhibition entrance desk. This is included in the exhibition ticket price.

After each person has used a handset, they are then quarantined overnight, and sanitised the following morning with alcohol wipes.

Visitors are also offered their audioguide with an individual sealed alcohol wipe.

There is a bin for the wipes and a hand sanitiser station at the exhibition entrance.

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