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Frequently Asked Questions (FAQs)

Making a booking

Can I book over the phone?

I cannot find the availability I want - can you help?

What payment methods do you accept?

Is this a secure site?

How do I know if my booking is confirmed?

Do you offer discounts to groups?

Do you offer child/student discounts?

Why is there a limit on the number of tickets I can buy?

Do you accept gift vouchers?

Post-booking questions

Where is my booking confirmation?

When will I receive my tickets?

How will I receive my tickets?

What should I do if my tickets do not arrive in the post?

I have lost my tickets - what can you do?

What time should I arrive at the theatre?

What ID do I need to collect the tickets?

Can someone else pick up my tickets from the box office?

Cancellations and refunds

What if I am unable to use my tickets?

What if a performance is cancelled or a production is closing sooner than advertised?

If I choose to be refunded for a cancelled performance, when can I expect to receive the refund? And how will I be refunded?

If the advertised actors are unavailable for my performance, can I get a refund?

What is Flexiticket?

How do I redeem Flexiticket if I need to change or cancel an existing booking?

Disabled customers

Do venues have Disabled Access?

Should I make a booking online if I am disabled?

Is theatre accessible to those with hearing or visual impairments?

General theatre questions

Is there a dress code for the theatre?

What are the age restrictions for children?

Is there a bar area within the theatre?

Can I take pictures or video of the performance?

Is there a break in the middle of the performance?

If I forget or lose something at the theatre, who should I contact?

Making a booking

 

Can I book over the phone?

Yes, you can. You can find details of how to do this here.

I cannot find the availability I want - can you help?

If you cannot find what you are looking for, please contact us and we will do our very best to fulfil your requirements, or find you a suitable alternative. 

What payment methods do you accept?

We accept Visa, Mastercard, Visa Debit and American Express cards. We also accept Encore gift vouchers, however we are currently unable to accept these online. If you are in receipt of a gift voucher, please call us to complete your booking.

All tickets must be paid for before delivery or collection.

Is this a secure site?

Yes it is. We maintain the most up to date security systems to ensure your personal details are safe with us. Orders are processed using secure server software (SSL) to protect your personal and credit card details.

How do I know if my booking is confirmed?

Once you have completed the booking process, you will receive an email with confirmation of your booking. Generally, you should receive your confirmation within 15 minutes of booking. If your email has not arrived, then please check your spam filter or, if you’re unsure, please contact us so that we can send you a duplicate.

Do shows offer discounts to groups?

Many shows and events offer special discounts for groups, though minimum number requirements will vary from show to show. Additional discounts may apply for school or OAP groups. Most shows do not offer discounts on weekends and the best offers and availability is generally found on Monday-Thursday performances. Please use our group booking form to send us a group request.

Do shows offer child/student discounts?

Unfortunately theatre productions do not offer child or student discounts.

Why is there a limit on the number of tickets I can buy?

Some shows offer discounts for groups of 11 or more people. Therefore to ensure that you get the best rate, and to ensure that your party are able to sit together please send us your group booking request.

Do you accept gift vouchers?

We are currently unable to accept gift vouchers online. However, if you are in receipt of a theatre gift voucher, please contact us so we can complete your booking.


Post-booking questions

 

Where is my booking confirmation?

You should receive your booking confirmation via email within 15 minutes of booking. If you have not received your email confirmation please check your Junk/Spam folders as it may have filtered our email by mistake. If you cannot find your email confirmation, please contact us so we can send you a duplicate.

When will I receive my tickets?

All tickets are sent by standard Royal Mail. If you have booked a London show and asked for your tickets to be posted to you, tickets will generally arrive with you within 5 working days.

If you've booked an event at the O2 Arena, Wembley Arena or a venue outside of London, your tickets will generally be dispatched a week or so before the event. If you have not received them 48 hours before the start of the performance then please contact us.

If you have arranged to collect your tickets at the theatre box office, they will be available 30 minutes before the show start time on the day of the performance.

How will I receive my tickets?

1. UK customers

If you have booked for a performance over 5 days in advance, your tickets will be delivered to you by standard Royal Mail. If the performance is within 5 days, then your tickets will be delivered to the theatre box office for collection on the day of the performance. Your email confirmation after booking will confirm this.

Box office collection: To collect your tickets from the theatre box office, simply print your email confirmation and present it as proof of purchase at the box office on the day of the performance. Tickets will be available 30 minutes before the performance start time.

Tickets by Post: Tickets can be posted within the UK (if time permits) and can only be sent to the registered billing address of the credit or debit card used for the transaction. Tickets should generally be received within 5 working days of making your booking, although they will normally arrive a lot sooner. (Note that a few special events and venues do not normally release tickets until nearer the performance date.)

2. International customers and those booking at short notice

Tickets booked within 5 days of the performance date or booked by customers living in countries outside the UK and Northern Ireland are not eligible for postal delivery but are eligible for free delivery to the venue for pickup by the customer on the day of the show. 

To collect your tickets from the box office, simply print your email confirmation and show as proof of purchase at the box office on the day of the performance. Tickets will be available from 30 minutes before the performance start time.

What should I do if my tickets don’t arrive in the post?

Please check your booking confirmation to confirm that your tickets are being delivered to you rather than being available at the box office for collection.

If this is the case, for London shows please allow up to five working days for delivery. If you've booked an event at the O2 Arena, Wembley Arena or a venue outside of London, your tickets will generally be dispatched a week or so before the event.

If they still haven’t arrived after this time, or by the date of the performance if that is sooner, please call us so we can arrange for duplicates to be sent to the box office for collection.

I have lost my tickets - what can you do?

If you have lost your tickets we can generally reissue duplicate tickets, however these can only be collected from the venue's Box Office on the day of performance. Proof of ID may be required to collect the tickets. Please contact us to make the necessary arrangements

What time should I arrive at the theatre?

Recommended arrival time at the theatre is half an hour before curtain (show start time), especially if you are planning on collecting your tickets from the box office. Most theatres have bars, so you can wait in comfort.

What ID do I need to collect the tickets?

You will need to take your confirmation e-mail with you and, if possible, the credit card you used to make your booking.

Can someone else pick up my tickets from the box office?

Some theatres allow this and some don’t. Please contact us so we can check with the specific theatre for you.

If they do allow it, you will need to give the person collecting the tickets a photocopy of the credit card used to make the booking and a letter of authorisation, signed by you, entitling them to pick up the tickets on your behalf. 

 

Cancellations and refunds

 

What if I am unable to use my tickets?

Once tickets are confirmed they cannot be exchanged or refunded (unless of course the event/performance is cancelled). We may however be able to resell your tickets on your behalf. In order for us to put your tickets back on sale we will need the hard tickets returned to us prior to going back on sale. If successful we will refund the booking value less the booking fee or administration fee. Please contact us to make the necessary arrangements 

What if a performance is cancelled or a production is closing sooner than advertised?

If the performance you are attending is cancelled midway through the performance, you will generally receive details on the spot advising you of what happens next.

If your booked performance is cancelled or the production is closing early, we will notify you as soon as we receive an official notification from the producers. Generally you will be offered either an alternative performance or a refund.

If I choose to be refunded for a cancelled performance, when can I expect to receive the refund? And how will I be refunded?

Refunds will normally be credited back within 10 working days, unless advised otherwise at the time your refund is confirmed. We will always credit refunds back to the card that was used to make the booking.

If the advertised actors are unavailable for the performance, can I get a refund?

There is a small chance that actors may be changed for performances without notice. Unfortunately the use of alternative actors (understudies) does not provide a valid reason for requesting a refund.

What is Flexiticket?

Flexiticket allows you to enjoy flexible booking conditions and protect yourself against cancellation charges, for just £2.50 per ticket. Once purchased with your tickets, you can change your booking to an alternative date or exchange for credit vouchers up to 3 days prior to original performance date - whatever the reason; no questions asked.

How do I redeem Flexiticket if I need to change or cancel an existing booking?

Contact us and we'll be pleased to help.

Disabled customers

 

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.

Should I make a booking online if I am disabled?

To talk through your requirements and ensure that the venue can accommodate your needs before you book, please contact us for details and assistance. 

Is theatre accessible to those with hearing or visual impairments?

Many venues now have infra red systems with headsets and/or neck loops. Some venues will allow guide dogs into the auditorium and most will offer dog-sitting services. Some shows also have signed performances as part of their performance schedule. Please contact us for details and assistance.

General theatre questions

 

Is there a dress code for the theatre?

No official dress code exists in London's theatres although at certain venues such as the Royal Opera House, the custom is to dress smartly. If in doubt, give us a call and we’ll be pleased to help.

What are the age restrictions for children?

Babies and toddlers are not permitted in most West End theatres. General guidelines recommend the age of 5 and over as a minimum age however more specific guidelines may apply on specific productions. Children must be able to sit unaided, in their own seat and be attentive to the performance so as not to distract other paying members of the audience.

Admittance to the auditorium shall always be at the discretion of the venue management. Please contact us and we will be able to advise you further on the specific shows and theatres.

Is there a bar area within the theatre?

Most theatres have a bar so that you can wait in comfort or grab a refreshment during the interval. Please check our theatre pages for the facilities available within each venue.

Can I take pictures or a video of the performance?

Taking pictures or videos is strictly forbidden and if caught you may be asked to leave so please don’t risk it!

Is there a break in the middle of the performance?

Most shows have a 15 – 20 minute interval during the performance, however not all. Please check the individual show page on our website for details.

If I forget or lose something at the theatre, who should I contact?

Please contact the theatre directly as they will be much better placed than us to (hopefully) find it for you!