Back

Frequently Asked Questions

How do I get a refund if I have paid for a ticket?

See Tickets will be processing refunds directly to customers impacted. You do not need to do anything. It can take 5-10 days for the money to be transferred to your account. Your ticket will still be valid, there is no need to re-book.

Getting here

Map showing Marble Arch Mound

Tube
The closest stations are Marble Arch or Bond Street, the Mound is also a 15-minute walk away from Hyde Park Corner Station and Edgware Road tube station.

Bus
The following buses travel to Marble Arch
2, 6, 7, 13, 16, 23, 36, 74, 94, 98, 137, 148, 189, 274, 390, 414

Cycling
If you are planning on cycling to the Mound you can plan your journey on the Transport for London website.
Find nearby cycle parking locations on the Westminster City Council website.

Accessibility

There is a lift available at the Mound to provide access to the top viewing platform. Visitors who use a wheelchair or who have accessibility concerns can access the viewing platform via the lift. Visitors can bring guide dogs, hearing dogs and registered assistance dogs. We are unable to permit mobility scooters on the viewing platform due to the size of some scooters. Staff will also be available to provide assistance with the use of the lift.

Your visit

What should I expect on arrival?

Tickets are available on the door, or in advance. If you have pre-booked your ticket make sure to have it ready, either printed or on an electronic device. Tickets will be scanned prior to entry. You may be required to queue on arrival.

There will be on-site security screening process carried out prior to entry, this will involve a bag search, so please do not bring any prohibited items such as:

  • objects with a sharp point or sharp edge capable of being used to cause serious injury, any weapons, fireworks, smoke bombs, glass bottles, flammable liquids or other articles, which may cause injury
  • illegal substances and/or legal highs are strictly prohibited
  • pets or animals of any nature except for guide dogs, hearing dogs and registered assistance dogs
  • the throwing of any article which could cause injury or annoyance

See our terms and conditions for further information.
Visitors will be allowed to carry bags and small backpacks with them through the experience; However no large backpacks over the size of 22 x 15 x 8 inches (55 x 38 x 20 cm) or other large equipment or similar will be allowed to be taken inside for security reasons. All bags will be subject to a visual check by security in line with the search policy in place, which is as part of the terms and conditions of access.
Our staff will then direct you to the Mound.

I am a person with a disability, will there be access available to the top of the Mound?

Yes, there is a lift available at the Mound to provide access to the top viewing platform. Wheelchair users and those with accessibility concerns can access the viewing platform via the lift. We are unable to permit mobility scooters on the viewing platform due to the size of some scooters. Staff will also be available to provide assistance with the use of the lift.

Can I bring my pet?

No, we are unable to allow pets at the Mound. Pets or animals of any nature are prohibited on the Marble Arch Mound Domain except for guide dogs, hearing dogs and registered assistance dogs.

What measures are in place to ensure it’s safe to visit?

The safety of our visitors is a key priority.
Some measures include:

  • Visiting time slots to manage visitor numbers
  • Queue Management program
  • Enhanced cleaning program
  • On-site security staff will help manage safety and security, including crowds and social distancing requirements
  • CCTV
  • First Aid Provision & Trained Staff
  • Fire Safety Systems

Tickets

Can I buy a ticket in person on the day?

Yes, tickets are available in person on the day.

Can I pre-book my ticket?

Tickets are available on the door, or can be pre-booked in advance via the Marble Arch Mound website.

Can I book over the phone?

No, we are unable to take bookings over the phone. Please buy a ticket at the venue or book online.

My plans have changed, can I swap my tickets?

Yes, we are operating using pre-booked tickets and on the door tickets. If you would like to secure a new booking date and time slot you can book another ticket online or feel free to visit on the day of your choice for tickets on the door.

How do I get my ticket?

For tickets booked online, you will receive a booking confirmation email. Just bring this with you either on your mobile device or as a print out. The email will contain a barcode that a member of our team will scan when you arrive.

Can you post me my booking confirmation?

No, booking confirmations are sent by email only. You can print out the confirmation or just bring it with you on your mobile device.

Why can’t I select the time slot that I want?

Timeslots are offered on a first-come, first-served basis so your chosen time slot may be fully booked online, however there are a number of tickets available at the entrance. In order to keep everyone safe and to make sure everyone has a good viewing experience, we have a limited capacity for each time slot and some are more popular than others.

I haven’t received my confirmation email

If you have not received a confirmation email please get in touch with customer service at https://marblearchmound.seetickets.com/customerservice

Can I book tickets for friends?

Yes as long as there is a confirmation of your e-ticket, either on mobile or printed, for each individual visiting.

Can I visit in a group?

Yes you can visit in a group. Large groups may have to ascend the Mound in smaller groups to provide a smoother journey up the stairs to the viewing platform.

What happens if you have to close the Mound?

If we have to close the Marble Arch Mound for any reason, you will receive an email informing you of this. There’s no need to call us.

Can I just use my phone?

Yes you can show your e-ticket on your mobile device to gain entry.

I’ve booked a time slot but forgotten to bring my phone/it’s run out of battery, can I still get in?

We have the ability to check the sale of tickets by purchasers’ surname & postcode. Proof of identification may be requested for verification purposes.

On-Site Experience

What does my ticket give me access to?

Your ticket will give you access to the Marble Arch Mound and the Lightfield Exhibition. There will also be food and drinks available and served from food trucks.

Can I turn up on the day?

Yes, tickets are available on the door.

Will I be able to leave and re-enter the attraction?

No, unfortunately visitors will not be allowed to leave and re-enter the attraction.

Does my timed ticket mean I have a limited time to visit?

Although there is no strict time limit on how long you can spend at the Mound we do estimate that it should take around 45 minutes to experience everything that the Marble Arch Mound has to offer. Visitors are encouraged to visit all areas and there may be instances where visitors may be requested to leave the viewing platform in order to allow others to be able to access the platform.

Can I arrive earlier than the time shown on my ticket?

We ask that you try to arrive at the Mound within 15 minutes of your ticket time, this way, if there is spare capacity we may be able to allow you through slightly earlier than your allocated time but this is subject to time and capacity on the day itself. You can arrive at any point within an hour of that time.

What if I miss my timeslot?

We’ll do our best to fit you in if we can. If we’ve reached capacity for the time slot when you arrive, you will have to wait until the next available time slot.

Is there a café or anywhere to get something to eat or drink?

Yes food and drink will be available from food trucks.

Will there be toilets available?

Yes there will be toilets available including an accessible toilet that visitors can use.

Will there be baby changing facilities available?

No, there are no baby changing facilities available.

Access to the Mound

The path to the top of the Mound consists of 134 steps. A lift will be available for visitors with a disability who require access. Wheelchair users can access the viewing platform via the lift however we are unable to permit mobility scooters onto the viewing platform due to the size of some scooters.

What else will be available at the Marble Arch Mound?

Within the heart of the Mound there will be an exhibition hall which will include the Lightfield exhibition by Anthony James. You will also be able to purchase food and drink from food trucks.

Pushchairs

If you require a buggy, this can be left at your own risk in our buggy park.

Bags

Visitors will be allowed to carry bags and small backpacks with them through the experience; however no large backpacks over the size of 22 x 15 x 8 inches (55 x 38 x 20 cm) or other large equipment or similar will be allowed to be taken inside for security reasons. All other bags and may be subject to a visual check by security in line with the search policy in place, which is as part of the terms and conditions of access.

Left Luggage

There will be no facilities available on-site where luggage can be stored, so please do no bring luggage with you for your visit.

Photography

Tripods, drones and monopods are not permitted.

Lost and Found Property

Staff will be available on-site to assist with any lost and found property.

Appropriate Clothing and Footwear

For the safety and comfort of all guests, suitable clothing, including a top and shoes, must be worn at all times whilst visiting. Open-toe shoes such as sandals and flip-flops may create a trip hazard as they can catch on stair nosings. Open back shoes may also slip from feet. Shoes with thin high heels such as stilettos can get stuck on the viewing platform’s and stairs’ perforated metal decking. Individuals who choose to wear such items do so fully at their own risk.

Covid-19

Any ticket holders experiencing symptoms in line with Covid-19 are requested not to attend the Marble Arch Mound Domain and follow applicable government and health guidance.

Visitors are encouraged to wear face coverings when queuing to enter and during the security search process. Except in the case of medical or other exemptions.

As a part of the UK Government Track and Trace scheme, visitors are encouraged to use the NHS QR code at the Mound.