COVID 19 SECURE

Please find below the most up to date information regarding performances and COVID 19 Secure measures at the theatre.
Updated 26th March 7.45am

Is the Box Office open?

BOX OFFICE OPENING HOURS

Our telephone room is closed whilst London is in the National Lockdown, but you can still book online for all our shows HERE

Book with Confidence

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

Ticket Exchange
If you are unable to use your ticket due to a situation caused by COVID-19, illness or a travel restriction for example, we can exchange your ticket up to 24 hours before the performance. Please call 020 7930 8800 when we are open or email [email protected]

What we have done to make your visit to the theatre COVID secure, and what your role will be to help us achieve this. These may be updated as necessary, as it is our aim to ensure your safety and comfort at all times.

This information is for our socially distanced show – Love Letters and does not currently include The Tiger Who Came to Tea or Only Fools and Horses The Musical

Keeping you socially distanced in the auditorium
When buying a ticket our system automatically takes off sale the seat either side of your booking – thereby maintaining the 1m+ between households. We are also using alternate rows in the auditorium to maintain 1m+ infront and behind you

How will my ticket work?
Every ticket must be purchased in advance as an e-ticket. This will allow you to enter our theatre more easily, minimise the amount of time you may have to queue, and reduce contact with theatre staff.

Arrival at the theatre
Please arrive at least 15 minutes before the start of the show. The theatre will open 60 minutes prior to the performance for safety and comfort.

Will I need to wear a face covering?
You will be required to wear a face covering at all times in the theatre, except when consuming drinks bought in the venue. If you are exempt from wearing a face covering proof of exception would be appreciated.

What should I bring?
Belongings should be kept to a minimum and with you at all times as we will not have any cloakroom facilities available. No food or drink is allowed – except bottled water.

Will I be able to buy interval refreshments?

Bar Facilities – No Bars are open but a limited menu will be available in the auditorium where anything purchased must be consumed from seats.

Will I need to have my temperature checked?
Upon arrival at the theatre your temperature will be read, either by our new technology, or by a handheld reader. If your temperature is 37.8C or higher we will test you again after 10 minutes and if your temperature is still 37.8C or higher, you and those who are part of your ticket order will not be allowed to enter the venue and the face value of your tickets will be refunded or exchanged to a new date.

What are the social distancing rules?
We would ask that you maintain a safe social distance where possible when queuing to take your seats and follow all one-way signage. While the capacity in the auditorium has been greatly reduced, you may need to pass someone to take your seat. Please mitigate any risk by keeping your mask on and turning away as you pass.

What else are we doing?
We will be disinfecting the auditorium (Fogging – click here to see this in action) before every performance and sanitising continuously. One-way routes have been designed in order to minimise your contact with others, and our helpful staff at the theatre will guide you. Please use the hand sanitiser stations when you enter and exit the theatre. Following the performance, no visitors are allowed at Stage Door so activities such as photographs with the performers or autograph signing will be prohibited.

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

What happens if I feel unwell and/or can’t use my ticket.
We will be able to exchange your tickets if you feel unwell, we will exchange your tickets up to 24 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 – we can exchange your ticket up to 24 hours before the performance.

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.

Please do not attend the venue if you;

  • Believe you may be infected with COVID-19
  • Have experienced symptoms in the last 14 days
  • Have been in close proximity to anyone who has experienced symptoms in the last 14 days
  • Have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation; or
  • Have been instructed to self-isolate.

What should I do if I become unwell after my theatre visit?

We are working with the Government to ‘Track and Trace’. If you display COVID-19 symptoms following your visit to the theatre you are currently required to inform your point of purchase.

We would like to thank you for playing your part in getting theatre back up and running again

I had a booking for Only Fools and Horses between 28th April and 17th July 2021

Only Fools and Horses The Musical.

Customers with tickets between 28th April and 17th July 2021, I’m afraid that with continued restrictions in place these performances have been postponed.

Your tickets have been moved to a new date from 1st October – please refer to the list below.

All customers that booked directly with the theatre have been contacted already,  if you booked through a ticket agent they will be contacting you separately.

Thank you for your patience and understanding

To view the dates on a mobile please turn your phone to landscape.

I had a booking for Love Letters between 16th December 2020 and 7th February 2021

Love Letters triumphantly opened on the 10th December to a clamour of 4* reviews. Sadly, following the announcement earlier this year that the whole of the UK is in a national lockdown, performances up to and including Sunday 7th February 2021 have been cancelled.

The production will re-open on 19th May

For customers who booked directly with us – If you would like to keep your tickets reserved for a future performance, you do not need to do anything, and we will contact you once these new performances are confirmed. However, if you would like a refund, please get in touch with us via email at [email protected]. including your reference number. Refunds will be made to the original card used, and once we know when performances can start again we will contact you to re-book for the new dates. Please allow up to 28 days for the refund to appear in your account.

For customers who booked through a ticket agent – the agent will be in contact with you directly.

We are so sorry that you won’t be able to see Love Letters on the date that you booked, especially after all the hard work from everyone involved with the show to make it happen.

Once we are performing again we look forward to welcoming you to this “beautifully judged production” ****  “  (Times 11th Dec 2020)

With very best wishes,
The Box Office Team

I had a booking for previously postponed Only Fools and Horses performance.

You can sign into your account with us HERE to check the new date and download your own e-tickets

If you cannot make the new date please email a date change request to [email protected]

If you bought your tickets through a ticket agency, they would have contacted you separately.

Can't find the information you need or the answer to your question?

We have tried to include as much information as possible in the answers/statements above, but if you need to contact us you can do so on [email protected]