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Frequently Asked Questions

If you have a question about your booking, you may be able to find the answer here.

Internet/Ticket bookings

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 the Town Hall Box Office at any time up to 45 minutes before the show begins.
You’ll need the order number from your confirmation email.

Q – I’ve lost my order number/tickets, what do I do?

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

Reprinting tickets will be charged at £1 per transaction, tickets will be signed & dated by staff to validate.
Please note that tickets for standing events cannot be reprinted.

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 729 729 or email [email protected]

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 are the Ticket Terms & Conditions?

A – Full Terms & Conditions can be found here Terms & Conditions of Booking

Other Questions

If your question hasn’t been answered, or you have a question not listed here, please call the Box Office on 01642 81 51 81 or email [email protected].