Frequently asked questions
Q – I don’t have my confirmation email – what do I do?
A – We always send a confirmation email when a booking has been made successfully. If you don’t get a confirmation email, it may be because the email has ended up in your junk mail or spam folder, or you may have mistyped your email address.
If you haven’t received a confirmation email ten minutes after making your booking, please email [email protected]. Please provide your full name, the event and performance date you booked for, and the approximate time of purchase.
Q – I’ve chosen to receive my tickets by post, when will they arrive?
A – Your tickets will be printed the day after your booking and sent by second class post. You should usually receive your tickets within five working days of your booking.
Q – I’ve chosen to collect my tickets at the Box Office. Where and when can I collect them?
A – You can collect your tickets in person at either the Town Hall or Theatre Box Office at any time up to 45 minutes before the show begins. You’ll need your order number from your confirmation email.
Q – I’ve lost my order number/tickets, what do I do?
A – If you’ve lost your order number or tickets, you’ll need to present:
– a valid photo ID, driver’s license or passport.
– a bill or statement with your address on.
Q – Can someone else collect the tickets and/or attend the event instead of me?
A – If you’ve chosen to collect your tickets from the Box Office and you’re not attending the event, you can let someone else use or collect the tickets by giving them your order number or contacting the Box Office prior to them attending.
Q – Can I make changes to the booking details after the booking has been completed?
A – If you need to change details on your booking, please contact the Box Office by calling 01642 81 51 81 or 01642 729 729.
Q – Can I exchange or refund my tickets?
A – Tickets can’t be exchanged or refunded, except in the event of a cancelled performance.
Q – What does a family ticket consist of?
A – A family ticket is 2 adults and 2 children, or 1 adult and 3 children.
Q – Do I need a ticket for my baby?
A – Due to fire regulations, a ticket must be purchased for all children. We recommend that children under 3 aren’t brought to shows, except to specific productions which are suitable for young children, as advised on our brochures and website, and by Box Office staff.
We have a small area where we can store buggies and pushchairs during the performance, as well as a baby changing facility.
Tickets for school groups
Q – What constitutes a school group?
A – Minimum school group numbers vary from show to show, typically ranging from 8 to 10 for smaller shows and 10 to 15 for busier shows.
Q – When are school group rates typically valid?
A – We generally have selected dates and shows which have a school group rate price, but this varies from show to show.
Most school group rates don’t apply during half-term and school holidays. Please contact the Box Office for rates if you want to attend a performance during these times.
Q – Will all of my group’s seats be together?
A – Usually your group will be seated together, but if there are limited numbers of tickets available for a show, your group may need to be split. We’ll always try to seat your group as close together as possible.
Booking and receiving your tickets
Q – How far in advance should I reserve my tickets?
A – We advise that you make your reservation 3-4 months before a performance. If you’re booking for the pantomime, please make your booking well in advance as bookings open during the previous year’s pantomime and tickets sell quickly.
Q – How do I pay?
A – Once you’ve reserved your tickets with one of our Box Office staff, you’ll be provided with a booking form. You can cancel your reservation at any time before your payment is due. Once an invoice has been raised or a cost centre code provided we’re unable to refund or reimburse any tickets.
Q – How will I receive my tickets?
A – We’ll provide you with a seating plan on arrival. If you need your tickets before the performance, please let us know and we’ll send them to you via second class post. Tickets will be sent to the UK billing address of the credit card used to make the purchase.
Q – What do I do if I miss the payment deadline on my invoice?
A – All tickets will be automatically released back to the Box Office as soon as the payment deadline passes. After the deadline, you still have the option of making a new booking or asking whether your original tickets are still available, but we can’t guarantee to fulfil your request.
Q – What if I’m unable to use my tickets?
A – Tickets are sold on a ‘no refund, no exchange’ basis but please contact the Box Office if you can’t use your tickets as sometimes if the production is sold out, we may be able to sell them on for you. Please note, if we’re able to resell the tickets, you’ll need to return the original tickets to the Box Office and we’ll retain £1 per ticket to cover the administration of the resale.
On the day advice for school groups
Q – My school needs a risk assessment form to be completed before the trip. Can you help me with some of the details?
A – We’re aware that each group is unique and has differing requirements. We therefore highly recommend that if you need a risk assessment, someone from your party makes an appointment with us to come along and undertake one personally.
Q – What will I need to bring with me on the day?
A – Make sure that you bring all your tickets with you. You should also have our phone number (01642 729 729) with you in case you’re going to be delayed.
Q – When should I arrive at the Town Hall?
A – It’s a good idea to arrive at the Town Hall half an hour before the show starts so you have time to find your seats and get comfortable.
If you have any other queries, please email [email protected].