Frequently Asked Questions
We have listed most of the questions you can probably ask yourself before booking your theatre tickets. Most of those questions have been sent to us by our customers and we have tried to answer them as best as we could. If your question is still not answered, feel free to contact us.
Making a booking
Is LondonBoxOffice a secure site?
We are using the latest security technology to ensure your personal and card information is safe at all times. We use SSL certificates with 256 bits encryption.
How do I know if my booking is confirmed?
Once you enter your card details, you will get to a confirmation screen with all your booking details and things you need to know. In addition to that, we will send you an email confirmation including that same information. If you have any doubt, you can always contact us by email and we will respond with 48 hours maximum.
Do you offer discounts to groups?
We do offer discount rates for groups but those are not available online. Please contact us to get a quote.
Do you offer child/student discounts?
Unfortunately, theatre productions don’t have special rates for child or students. However, we do offer special rates for student groups. Please contact us for details.
After Sales Service
Where is my booking confirmation?
We send your booking confirmation to the email provided during your booking. If you haven’t received your booking confirmation, please check your junk mail box. If it is still missing, please contact us, and we will resend you a copy.
How/When will I receive my tickets?
Your tickets will be sent directly to your email address once your booking is complete. If you choose the Ticket Protection E-ticket barcodes are not sent immediately after completing your purchase. This is to prevent unauthorized ticket reselling and to allow you to cancel your booking up to 24 hour before the performance for any reason.
I haven’t received or I lost my tickets - what can you do?
If you have lost your tickets, please contact us and we will arrange for your E-tickets to be resent to your email address. If you don’t have access to your email address, we will arrange for duplicate set of tickets to be collected from the theatre box office on the day. Proof of ID may be required to collect the tickets.
What time should I arrive at the theatre?
We recommend arriving at the theatre 30 minutes before the start of the show.
Cancellations and refunds
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). This is standard industry policy. If you have made a booking including Ticket Protection, you can cancel your order up to 24 hours before the advertised start of the show. When cancelling your booking using the Ticket Protection option, you will be issued a Credit Voucher worth 100% of the price of your initial order, including related order fees, minus the price of the Ticket Protection.
If the advertised actors are unavailable for my performance, can I get a refund?
There is a small chance that actors may be changed for performances without notice. Unfortunately the use of alternative actors (understudies) does not provide a valid reason for requesting a refund.
Disabled customers
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.
Should I make a booking online if I am disabled?
To talk through your requirements and ensure that the venue can accommodate your needs before you book, please contact us for details and assistance.
Are theatres accessible to those with hearing or visual impairments?
Many venues now have infra red systems with headsets and/or neck loops. 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.
General theatre questions
What is a matinee performance?
Some shows have more than one performance per day. The matinee performance is usually in the afternoon.
Is there a dress code for the theatre?
There is no official dress code in London Theatres. However, some venues such as the Royal Opera House do recommend to Dress smartly.
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 us for more details.
Can I take pictures or video of the performance?
Taking pictures or video during the performance is usually strictly forbidden in London Theatres.
Is there a break in the middle of the performance?
Most shows do have a 15 minutes interval.
Why you should book your theatre tickets with London Box Office
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STAR Member
All our theatre tickets comply with the rules set by the Society of Ticket Agents and Retailers (STAR), and our online ticketing platform is secured with SSL technology and available 24/7.
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Dynamic Seating Plans
We have created dynamic seating plans for most West End theatres to make it easier for you to choose your preferred seats.
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Instant Confirmation
Your booking is confirmed in real-time with the theatre. Simply print or show your confirmation on your mobile phone to get into the theatre and access your seats on the day of the performance.
