FAQ

Box Office Opening Hours

BOX OFFICE OPENING HOURS

 You can book online for all our shows HERE

Our telephone room is open Monday to Saturday 10am to 7.45pm* on 020 7930 8800. For the safe use of credit cards and to lessen fraud you may be asked to complete your purchase via our website after speaking to a team member.

Amended opening times to 4th February
Monday to Friday 10am to 6pm 

How can I check my booking? Download e-tickets?

You are able to check many details of your booking as you will have registered with us when you booked online via this website.

This includes re-sending confirmation emails, downloading e-tickets and amending your personal details. You can show the e-ticket on a device or print it.

Log into your account HERE

If you have any issues logging into your booking you can call us on 020 7930 8800 or email us at [email protected] 

 

Can I exchange my ticket?

If you’ve booked with a ticket agent you must email them directly – we cannot help with Ticket Agent bookings.

What happens if I feel unwell and can’t use my ticket.
If you’ve booked directly with us we may be able to exchange your tickets if you feel unwell and can’t use your ticket up to 48 hours before the performance. Please call 020 7930 8800 if during phone room hours or email [email protected] if we are closed and include your reference number and preferred new date in the email.

All exchanges are subject to price availability and may be subject to a £10 exchange fee.

If you’ve booked with a ticket agent you must email them directly

Buying tickets as a gift?

You can just send the etickets onto whoever you are buying them for – remember though when buying tickets you MUST place your information (name, address and credit card details) in the booking.

You name will appear on the tickets only as a reference and is not checked on scanning.

Nearest parking and discount scheme for Theatre goers

Nearest car park is in Whitcomb Street – Q-Park Leicester Square.

To find out more about Q-Park’s Theatreland Parking Scheme and to book in advance please click here. You must book online to receive the discount.

The £11.50 daily congestion charge for central London applies from 7am to 6pm Monday to Friday, excluding public holidays.

Westminster Blue Badge parking guide – Click Here

Click here for theatre access information.

Where is the nearest tube or train station?

The nearest tube station is Piccadilly Circus, but of course with the theatre being in central London we are close to several other stops.

The nearest train station is Charing Cross.

Do you have an online seating plan?

This plan should only be used as a guide

Bar Facilities, Programmes and Sweets

Will I be able to buy interval refreshments?

Bar Facilities 
Our bars are open from 30 minutes before the show and during the interval if there is one.

Payment Card Only – please note we only accept cards in our bars or for programmes and sweets/merchandise.

Where are the toilets located?

Facilities in Stalls, Royal Circle, Upper Circle and Gallery.

Do you allow left luggage?

With extra security measures being brought in across London and the UK we are unable to store any left luggage in the theatre – this includes all suitcases and ‘carry-on’ style cases.

Small rucksacks, handbags and briefcases will be allowed into the theatre where you may be asked to open them for inspection. We would like to thank you in advance for your cooperation.

The nearest storage facility is a few minutes walk away at Charing Cross Station – see HERE.

What happens when I arrive for a performance?

For all performances.

How will my ticket work?
You can show the e-ticket on your phone or device or print it.

Arrival at the theatre
Please arrive at least 15 minutes before the start of the show. The theatre will open 45 minutes prior to the performance for safety and comfort. 30 minutes before the shows for the children’s events.

Will I need to wear a face covering?
No.

What should I bring?
Belongings should be kept to a minimum and with you at all times as we have limited cloakroom facilities available. Suitcases will not be accepted.

Will I be able to buy interval refreshments?

Bar Facilitiesthe bars will be open to purchase refreshments to enjoy at your seat. You will also be able to order interval drinks before the show for collection at the interval. 

What happens if I feel unwell and/or can’t use my ticket.
If you’ve booked directly with us we will be able to exchange your tickets if you feel unwell up to 48 hours before the performance. Please call 020 7930 8800 if during phone room hours or email [email protected] if we are closed and include your reference number and preferred new date in the email.

If you are unable to use your ticket due to a situation caused by COVID-19, for example travel restrictions in place at the time due to any Covid restrictions only – we can exchange your ticket up to 48 hours before the performance.

If you’ve booked with a ticket agent you must email them directly

What happens if the performance is cancelled?
We would offer you exchange to another date if available and suitable, otherwise a refund can be given.

Why does the credit card holder have to be present when tickets are collected?

The credit card holder should be present if you are collecting tickets so we can check identification and therefore prevent potential fraud. But as long as you forward the email confirmation to them it should be fine.

Or of course select e-tickets and forward those onto the third party.

See it Safely - we are an Air Cooled theatre.

‘See it Safely’

Our theatre is air cooled/heated and supplied by only fresh air. WE DO NOT RECIRCULATE.

 

Information regarding COVID Secure features at the theatre

‘See it Safely’

Our theatre is air cooled/heated and supplied by only fresh air. WE DO NOT RECIRCULATE.

 

COVID 19 Certification/Passports/LFT Tests - no longer needed

COVID Certification

You no longer need to show this.

What if I have Covid and can't attend or travel restrictions are in place for me?

Ticket Exchange
If you are unable to use your ticket due to a situation caused by COVID-19, COVID illness or a travel restriction for example (caused by Covid restrictions) and have booked directly with us, we can exchange your ticket up to 48 hours before the performance. Please call 020 7930 8800 when we are open or email [email protected]

If you booked with a ticket agent you must contact them.

Do we have a dress code?

No – you can wear anything you like – except big hats!

Book with Confidence

Should Covid restrictions result in the cancellation of your booking by us, we will offer you an alternative performance suitable to you or a full refund.

Booking Terms and Conditions

For full Terms and Conditions please see HERE

Access information
Your VIP Experience
Contact Us