If you have not received them check your spam folder; they will have the subject line of 'Confirmation of Order Number 1234567' and your tickets will a PDF attachment. If you still cannot find them, bring your order confirmation email to the venue when you arrive for the event and we will be able to reissue you with tickets or eTickets.

I want to know if my event will be / has been rescheduled

We are working with our producer partners to try to reschedule as many performances as possible.

Once a show has definitely been rescheduled we will contact all ticketholders by email. We are also posting details of rescheduled shows online and on our social media channels.

If you have not yet heard about your show (even if the original date has now passed) this means a final decision on rescheduling has not yet been made. You do not need to take any action. You do not need to contact us.

I have submitted an online form but I haven’t heard from you yet

We are incredibly busy but we are working through all the enquiries received and we will respond as soon as we can.

We understand you will be anxious to find out what is happening, but we would ask all customers not to contact us – or to submit multiple forms – at this time. In so doing you are slowing down the process for yourself and for others.

I submitted an online form, but my event has now been rescheduled - and I want to come

If you submitted a form and have already received a refund or a credit voucher, your tickets will have been cancelled. You will need to rebook if you want to attend on the new date. Bookings can be made online (using your credit voucher if you have received one).

If you submitted a form and have not yet received a refund or a credit voucher - and your event has now been rescheduled - your tickets will not be cancelled. They will remain valid for the new date; and for the same seats.

I’d like to change something about my booking (number of tickets / seats / date etc.)

We understand that there may be something that you wish to change about your booking. If this is the case please get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office .

I want to know what the process is for rescheduled events

When an event for which you hold tickets has been rescheduled to a new date we will email you.

If you can attend on the new date your original tickets will be automatically transferred to the new date. We will not issue new tickets and you should bring your original tickets with you when you attend. Your seats for the new date will be the same as your original booking. You do not need to contact us.

If you have booked a show for which there is more than one performance (for example a week-long production) your ticket will be transferred to the corresponding day of the week (so if your original booking was for a Tuesday night, your new booking will be for the corresponding Tuesday night). Similarly, if you booked a matinee, your ticket will transfer to the corresponding matinee.

If you cannot attend the new date you will need to get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office .

I want to know what the process is for events that cannot be rescheduled

If an event for which you hold tickets cannot be rescheduled - we will email you. Your email will contain automatic reimbursement in the form a credit voucher.

The voucher you receive will be for the full value of your original tickets, plus any associated fees – and can be used to buy tickets to any future event of your choice. It will be valid to redeem for two years from the date of issue.

Your email will also explain the other options you have in relation to your booking and any actions you need to take to let us know. We are dealing with a very large volume of enquiries – please be aware it may take several weeks for us to deal with your request.

I have tickets reserved for a future show and my ‘pay-by’ date is approaching

We will not release tickets or demand payment at this time, if your pay-by date has passed. Our box office team will be in touch with you by email or phone to take payment for your order.

I have an enquiry about my membership

If you are enquiring about your membership (Priority Patron, Premier Card, Friend or similar) please be assured you will continue to receive your membership benefits where we can.

I have an enquiry about gift vouchers

Vouchers can be spent online for any future event. The date of expiry will be stated on your voucher – and it can be redeemed up to and including this date.

Vouchers we are issuing to reimburse customers will now be valid for two years.

How to use your voucher online

Currently, the only option to receive new vouchers is by email.

Can I use multiple vouchers on one order?

Yes. You can also use a combination of vouchers and a bank card to pay for your order.

Do I need to use the full value?

No, you don't need to use the full value of the voucher. When redeeming your voucher online you specify what value you want to use on your order.

What happens to the remaining balance?

If you don't use the whole value of the voucher then the remaining value is still attached to the voucher for you to use on another order. The redemption number and expiry date remain valid/unchanged.

My voucher is about to expire

Vouchers that are yet to expire can be redeemed online for any future event - there are dozens of shows in 2022 and we know there'll be some you'll love; see What's On.

If you need more time to decide, you can extend your voucher online.

My voucher has recently expired

Please contact us via the enquiry form.

How do I reserve access tickets?

To request access tickets, including tickets for wheelchair users, please get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office

I haven’t received my email

If your event is listed as ‘rescheduled’ or ‘not going to be rescheduled’ on the website and you haven’t received an email you should first check your junk mail/spam folder.

If you still cannot find your email then we'd recommend that you login to your account and check the details of your order. If you still need to get in touch please use the online enquiry form, which can be found on the Coronavirus page. We will respond as soon as possible.