If your group is unable to attend and you let us know 24 hours in advance, we can move your ticket to another show, subject to availability.
We can also try to resell your ticket if the performance is sold out. We will refund you for any tickets we have resold, but please note there is no guarantee that this will happen.
If someone in your party is unwell, we ask you not to attend. Please try to let us know the day before and we can give you a credit on your theatre account to use for future events.
If you cannot attend and you pass your tickets on to a friend or family member, please let us know the names and phone numbers of the new adults attending so we can note these with your booking. This is to ensure we have accurate information in case we are contacted by NHS Test and Trace (for more information see the question ‘Why do you need to collect my phone number? below).
If you have account credit, make sure you are logged in to your account with the email address and password you used last time you booked tickets with us, and you will be given the option to use your credit towards the end of the booking process.
Please come straight to the Studios, where we will ask for your name and postcode, or order number, before admitting you to the performance space. You do not need to print or show anything, and we are not using paper tickets for this event. We may also check your contact phone number on arrival (for more information see the question “Why do you need to collect my phone number?” below).
If we are contacted by the NHS Test and Trace service to say that a visitor has developed symptoms, we may be required to pass on contact details for every adult in attendance. For more information see the government guidelines on gov.uk.
Please make sure the phone number you give us is up to date and accurate.
All children aged 12 months and over need a child ticket.
According to current government guidance, babies under 12 months are included when calculating the safe capacity of our venue. This means we need you to purchase a ticket for them, even if they are small enough to be carried in your arms, or to sit on your lap. We have kept the fee for this as low as we can (£1.50). Please note if you arrive with a baby who does not have a ticket, we may not be able to admit you.
We run waiting lists for sold out performances and events. You can join a waiting list by calling Box Office on 020 7226 1787 (Mon-Fri, 10am-1pm) or emailing email@example.com. Please make sure you let us know the following:
Which dates and times you are interested in
Your phone number
How many tickets you would need (including all adults, children and babies)
When is the latest it would be worth calling you before a show (e.g. you’d need to know the day before, worth trying you up to 90 minutes before).
Please note that if tickets become available for resale, we call the phone numbers on the waiting list, but if the call is not answered we do not leave messages or hold tickets.
Please do not come to the theatre hoping for tickets to be returned before the show starts.