Cloakroom and Luggage Storage Policy
Information for customers using the service

1. Purpose

This policy explains the cloakroom and luggage-storage service for visitors, including what we accept, the charges, collection arrangements and important safety conditions.

2. Scope

This policy applies to visitors who use the cloakroom or luggage-storage service.

3. Using the service

Storage is subject to availability. Visitors should avoid bringing luggage where possible and speak to a member of staff before entering museum buildings with a bulky item.

Coats, umbrellas, rucksacks and suitcases may be accepted for storage. Large bags, wheeled luggage and any item that may obstruct routes, damage collections or affect the visitor experience must not be taken into the palace, galleries or other restricted areas.

• Staff may ask to inspect an item as part of security procedures. Refusal may result in the item being refused or the visitor being asked to leave.
• Acceptance of an item does not transfer ownership or remove the visitor’s responsibility to collect it on time.

4. Items we cannot accept

For safety, security and legal reasons, the following must not be placed in a cloakroom or luggage-storage area:

• Dangerous, illegal, explosive, flammable, corrosive or toxic materials.
• Weapons or items that could reasonably be used as weapons.
• Perishable food, leaking containers or items likely to cause contamination, pests, odour or damage.
• Cash, jewellery, passports, medicines, keys, electronic devices or other valuables that the visitor should keep with them.
• E-bikes, e-scooters or similar devices containing rechargeable batteries, unless a specifically approved storage arrangement is provided.
• Any item that staff consider unsafe, unsuitable, excessively large or too heavy to handle safely.

5. Charges and receipts

Item Charge per item

• Coat or umbrella £1
• Small bag, rucksack or carry-on case £3
• Large rucksack or suitcase £5

Charges are displayed before an item is accepted.

The charge is per item: £1 for each coat or umbrella; £3 for each small rucksack or carry-on case; and £5 for each large rucksack or suitcase.

Payment must be made using the available payment method. Keep the claim ticket safe because it will be required to collect the item.

6. Collection of items

• Items must be collected before the storage facility closes or by the agreed collection time, whichever is earlier.
• A valid claim ticket as agreed proof of deposit will be required.

If a claim ticket or receipt is lost, the visitor must provide identification and a clear description of the item before it can be released.

An item will not be released if ownership is disputed or identification is insufficient.

7. Late collection and unclaimed items

Items not collected on time may be moved to a secure location. Unclaimed items will be held for 7 days and the daily storage rate applied. After this period, the items shall be disposed of without compensation under the organisation’s lost-property procedure.

8. Care of your belongings and liability

• Visitors remain responsible for ensuring items are suitably packed, closed and clearly identifiable.
• The organisation does not accept liability for ordinary wear, inherent defects, inadequate packing or prohibited valuables, except where liability cannot legally be excluded.
• Nothing in this policy limits liability where it would be unlawful to do so.