I DON'T HAVE MY CONFIRMATION EMAIL - WHAT DO I DO?

We always send a confirmation email for successful bookings. Unfortunately there is no way to guarantee that an email has been received, and sometimes people misspell their email addresses. If you haven't received a confirmation email after 10 minutes and think you may have entered an incorrect email address, please contact us in order for us to look into this for you.

WHY CAN'T I SEE MY ORDER IN MY TICKETMASTER ACCOUNT?

Ticketmaster Theatre orders won’t appear in your Ticketmaster account, so don’t panic if you don’t see them listed there! If you’re not sure if your order went through, the payment will show on your statement within a few days under the reference Ticketmaster Theatre London.

I HAVE CHOSEN TO RECEIVE MY TICKETS BY POST, WHEN WILL THEY ARRIVE?

Your tickets will be dispatched by standard post as soon as possible. You should usually receive your tickets 3 working days after your booking. If you don't receive your tickets 72 hours before the performance, please contact us.

CAN I CHANGE HOW I RECEIVE MY TICKETS?

When you book with us online, we’ll offer you all the delivery options available, which can vary from show to show.  

Once you’ve completed your order, the delivery option and address you’ve chosen will be locked in, and we’re no longer able to change this. 

Please make sure you choose your delivery option carefully – we’ll confirm it back to you at each stage while you check out, so if you’ve made a mistake you can always go back and change this before you go ahead and complete your order.

I HAVE PURCHASED THEATRE TICKETS AND HAVE CHOSEN FROM THE BOX OFFICE COLLECTION, WHERE AND WHEN DO I COLLECT MY TICKETS?

Please collect your tickets in person at the venue's ticket office up to 45 minutes prior to the event. This is the same address where the event will take place. Please note that some venues do not generate the tickets earlier than the date of the event. If you have any questions, please contact our customer services team.

In order to pick up your tickets, you may be required to present:
- A valid photo ID, driver's license or passport.
- The credit card you used to purchase the tickets.
- Your booking reference number.

CAN SOMEONE ELSE COLLECT THE TICKETS AND/OR ATTEND THE EVENT INSTEAD OF ME?

If your tickets are set for box office collection and you are not attending the event, certain venues will allow for someone else to collect the tickets instead of you on presentation of a letter of authorisation completed by yourself.

CAN I MAKE CHANGES TO THE BOOKING DETAILS AFTER THE BOOKING HAS BEEN COMPLETED?

If you need to change details on your booking, please contact us.

CAN I EXCHANGE OR REFUND MY TICKETS?

Each venue has its own restrictions regarding cancellations and refunds. Most venues run a no cancellations or refunds policy, other may charge a fee and others allow changes depending on circumstances.

HOW CAN I ENSURE MY TICKETS ARE FROM A GENUINE AGENT AND THAT MY PURCHASE WILL GO WELL?

We are members of STAR (Secure Tickets from Authorised Retailers). Buying from STAR members guarantees certain things. STAR members undertake to:
- Clearly identify the face value of any tickets purchased and any additional booking fees
- Highlight any terms and conditions, including transferability, cancellation and viewing restrictions
- Handle bookings in a polite and courteous manner, giving the highest standards of professional service
- STAR represents most of the major ticket agents and numerous venue box offices around the UK.
- Membership of STAR can be recognised by the use of the STAR kitemark and a list of members is available at www.star.org.uk or by phoning the STAR helpline (0844 879 4272).