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
- Can I book over the phone?
- There is no availability online on the day I want to go. Can you help?
- What payment methods do you accept?
- Is LondonBoxOffice a secure site?
- How do I know if my booking is confirmed?
- Do you offer discounts to groups?
- Do you offer child/student discounts?
After Sales Service
- Where is my booking confirmation?
- How/When will I receive my tickets?
- What should I do if my tickets do not arrive in the post?
- I have lost my tickets - What can I do?
- What time should I arrive at the theatre?
- What ID do I need to collect the tickets?
Cancellations and refunds
- What if I am unable to use my tickets?
- If the advertised actors are unavailable for my performance, can I get a refund?
- Do venues have Disabled Access?
- Should I make a booking online if I am disabled?
- Are theatres accessible to those with hearing or visual impairments?
General theatre questions
- What is a matinee performance?
- Is there a dress code for the theatre?
- What are the age restrictions for children?
- Can I take pictures or video of the performance?
- Is there a break in the middle of the performance?
Making a booking
Can I book over the phone?
Bookings can be made over the phone and our opening times are : Monday to Friday from 8am to 8pm, Saturday from 9am to 7pm and Sunday from 9am to 4pm.
There is no availability online on the day I want to go. Can you help?
If you don’t find the availability you are looking for online, you can always give us a call and we will try to source extra tickets.
What payment methods do you accept?
We accept all major credit cards and we don’t charge additional fees for credit card payment. We also accept wire transfer but you will need to contact us to arrange for a different form of payment. If you are not confident to complete your booking online, you can always call us quoting your reservation number to pay over the phone.
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?
1. UK customers
If you have booked for a performance over 9 days in advance, your tickets will be delivered to you by standard Royal Mail. If the performance is within 9 days, then your tickets will be delivered to the theatre box office for collection on the day of the performance. Your email confirmation after booking will confirm this.
Box office collection: To collect your tickets from the theatre box office, simply print your email confirmation and present it as proof of purchase at the box office on the day of the performance. Tickets will be available 30 minutes before the performance start time.
Tickets by Post: Tickets can be posted within the UK (if time permits) and can only be sent to the registered billing address of the credit or debit card used for the transaction. Tickets should generally be received within 9 working days of making your booking, although they will normally arrive a lot sooner. (Note that a few special events and venues such as the O2 or Wembley arena do not normally release tickets until nearer the performance date.)
2. International customers and those booking at short notice
Tickets booked within 9 days of the performance date or booked by customers living in countries outside the UK and Northern Ireland are not eligible for postal delivery but are eligible for free delivery to the venue for pickup by the customer on the day of the show. To collect your tickets from the box office, simply print your email confirmation and show as proof of purchase at the box office on the day of the performance. Tickets will be available from 30 minutes before the performance start time.
What should I do if my tickets do not arrive in the post?
In some cases, tickets can be lost in the post. If you haven’t received your tickets, please contact us and we will arrange for a duplicate set of tickets to be collected from the theatre box office. Proof of ID may be required to collect the tickets.
I have lost my tickets - what can you do?
If you have lost your tickets, please contact us and we will arrange for a duplicate set of tickets to be collected from the theatre box office. Proof of ID may be required to collect the tickets.
What time should I arrive at the theatre?
We usually recommend arriving at the theatre 30 minutes before the start of the show.
What ID do I need to collect the tickets?
You will need to take your confirmation e-mail with you and, if possible, the credit card you used to make your booking.
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 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.
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.
The Book of Mormon
Aladdin The Musical
Thriller - Live
The Lion King
Phantom of the Opera
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