Frequently Asked Questions
How do I receive my tickets?
You can select to receive your tickets from the venue's box office where they will be delivered FREE of charge or pay a small charge of £2.00 fee to have them delivered by post.
Box office collection: 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. Usually tickets are ready to be collected an hour prior to performance and we recommend that you arrive at the box office at least 20 minutes prior to performance.
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 a week of booking. (Note that a few special events and venues do not normally release tickets until nearer the performance date.)
Short notice tickets and International Customers: Alternatively if you are booking at short notice, that is for performances within 7 days of booking (including day 7) or live outside the UK we can arrange for tickets to be collected from the venue's box office FREE of charge.
How do I know if my booking is confirmed?
Once you have completed the booking process, our system will generate an email confirmation immediately. However, speed of delivery of emails depends on your email provider. Generally, you should receive your confirmation within 12 hours of booking. If unsure please contact our Customer Service Team for assistance. Contact us
Where is my booking confirmation?
You should receive your booking confirmation via email within 24 hours of booking with full details of your booking. Many email account providers offer filters to protect users from unwanted mail (spam) so 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 Contact us
Can I book over the phone?
Yes, you can. Our team of experts is ready to assist 7 days per week. Contact us
Is our site secure?
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.
I cannot find the availability I want - can you help?
Due to popular demand certain shows and events may sell out or certain offers may only have limited availability. If you cannot find what you are looking for, please contact our Customer Service team and we will do our very best to fulfil your requirements or find you the most suitable alternatives. Contact us
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 our Customer Service team to make the necessary arrangements
Refunds and Cancellations
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 our Customer Service team to make the necessary arrangements
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.
Terms and Conditions
What are your Terms & Conditions?
Please click here for our Terms & Conditions.
Do you 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.
Unfortunately group tickets cannot be booked online but our Customer Service team is happy to assist. You can use our Group Booking Request Form to make an enquiry or contact us by phone/email.
Recommended Arrival Time
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 wait in comfort.
Theatre Performance types and Seating Sections
What is matinee performance?
A matinee is the afternoon performance. Most shows have 2 matinee performances per week; one on Saturday afternoon and one midweek, generally on a Tuesday, Wednesday, Thursday or Friday. Some shows now also have Sunday matinee performances. Matinee performances generally start between 14h00 and 17h00.
What is the difference between the various seating sections in a theatre?
All venues differ in size and layout and may refer to the various sections of the venue in different ways. This can be confusing but the most commonly used are:
Stalls - sometimes referred to as Orchestra Stalls
This section is level with the stage. (Please note that this does not mean that all Stalls seats offer ground floor access as this section is situated on the lower ground floor of the building in some venues.)
Dress Circle - sometimes referred to as Circle, Royal Circle, Grand Circle or Mezzanine
This section is the first level up from stage level.
This section is the second level up from stage level.
Balcony - sometimes referred to as Gallery
This section is the third level up from stage level. Only a few of the London Theatres actually have a Balcony Section.
Boxes - sometimes referred to as Royal Box, Loges, Slip Box
Boxes are most commonly at Dress Circle Level to the far side of the theatre. Contrary to popular belief, boxes very rarely offer good views of the stage and are generally not classified within the first class seating of a venue.
Disabled Access, Hearing and Visual Impairments
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 although not all venues allow agencies to make bookings on your behalf if such facilities are required. Please contact us for details and assistance. Contact us
Is theatre accessible to those with hearing or visual impairments?
Yes, many venues now have infra red systems with headsets and/or neckloops. 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. Contact us
Is there a dress code?
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.
Children and Toddlers
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 our Customer Service Team, if in doubt. Please contact our Customer Service team to make the necessary arrangements Contact us