Friends Membership

Q&A

We have compiled a list of the questions most frequently asked by members.

If I forget my membership card, will I still be able to enter the Gardens?

Unfortunately, if you forget your membership card you will have to pay the applicable Garden entrance fee (this is detailed in both the Membership Handbook and on the back of your membership card).

We are unable to refund such payments due to the administrative cost and time it would take to do so. So please, keep your membership card in your wallet or purse so that it is with you constantly.

I have lost my card but want to visit the Gardens, what should I do?

Please contact the membership office on 020 8332 3200 and inform them of your situation, they will make arrangements for a replacement card to be supplied. For the reasons detailed above, we cannot refund any payment you make to gain entry to the Gardens in the case of a lost ticket and cannot leave replacement tickets at the gate for collection.

What If I've renewed by post and want to visit the Gardens before I get my card?

You may be able to collect your card from the Membership office by prior arrangement. Please call 020 8332 3200 to discuss your situation. Please be aware that this facility is only offered under special circumstances as our Membership Office is too small to cope with an influx of members wishing to collect cards.

I used to be a Premier Friend, as a Season Ticket holder, can I still use my free complimentary passes?

Unfortunately not. The complimentary passes are only valid when presented with a valid Premier Friend membership card and unused passes cannot be exchanged for cash.

How long does it take for you to respond to email queries?

All email queries will be answered within 5 working days. We appreciate that email is a quicker mode of communication but do not want to make claims we cannot meet.

Many emails are answered sooner but we cannot guarantee this.

I made a donation a little while ago - why haven't I had an acknowledgment yet?

We are grateful for all donations and it is hugely motivating to know that we have your support and understanding for our cause.

A 'thank you,' to show our appreciation, is sent out as soon as a donation has been processed. If you have received nothing, it is likely that your money has yet to be processed. Please rest assured that funds are processed as a matter of urgency but we also need to balance this with the processing of memberships.

What does RBG, Kew do with the money for membership subscriptions?

Kew is the world's leading plant research centre and our science and conservation programmes are a vital part of the ’s international science profile. The funds received from members and visitors go towards the upkeep of the Gardens as well as underpinning the activities that make our work possible.

If we have not answered your query, please complete a contact form or call the Membership Office on 020 8332 3200.

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