Frequently asked questions
What should I do if my tickets haven’t arrived?
If you have opted to print your tickets at home, you should have received an email from Primary Ticket with a pdf attachment containing your tickets within 24 hours of booking. If this hasn’t arrived, please check your junk mail. Tickets can also be accessed by logging into your account online and selecting the Your print at home tickets tab.
If you still haven’t received them, please contact the box office [email protected].
If you are expecting your tickets to arrive in the post and they haven’t arrived 3 days prior to the performance, please email us at the same address.
What time do the bars open?
Our Dress Circle Bar will be open an hour before the show begins. The Stalls and Grand Circle bar will open 30 minutes before the show begins.
What time does the auditorium open?
The auditorium will open approximately 30 minutes before the show begins.
What time does the show begin?
The show will start PROMPTLY at 2:30pm for a matinee performance and 7:30pm for an evening performance. Latecomers will need to wait until the first suitable late seating point, which is approximately 15 minutes into Act 1 when customers will be escorted to their seat by an usher.
I’m concerned about Security in London at the moment, what is being done by the theatre to keep us safe?
We are part of a security network run by the Society of London Theatres, which helps to ensure that we are responding to up to date information. Regular security checks occur within the building and the surrounding area, while our numerous and continuously monitored external and internal CCTV cameras enable security personnel to respond quickly to any unusual activity
Security is present throughout the day and enhanced during show time. Bag searches and random body scans using handheld devices are taking place on arrival, therefore we encourage patrons not to bring large backpacks and suitcases to the theatre.
If, whilst at the theatre, you see anything that causes you concern, just speak to a member of staff and they will take the necessary action.
How long is the show?
When can I collect my tickets?
Tickets can be collected from our box office an hour before the performance.
Where are the toilets?
There are toilet facilities on all levels.
Which level is suitable for access needs?
Our Dress Circle is at ground level and best suited to those who require assistance whilst visiting the Theatre. We would advise you to call our access line on 020 7836 5537 to ensure that all your needs are suitable met.
For more information please visit our access page.
Is there a cloakroom?
There is a cloakroom in the foyer with a charge of £1 per item.
Oversized items are not allowed in the auditorium.
Can I bring food into the theatre?
Only food bought on the premises can be eaten inside the auditorium.
How can I book a hospitality package?
Do you have a restaurant/café?
We do not have a restaurant or café at the theatre. There are two cafes next door to the Theatre and we are only a short distance from Covent Garden which has a large selection of restaurants, many of which offer a pre-theatre menu.
Is the Ticket Agent I’ve booked through reputable?
Reputable ticket agents will display this logo
You can also check with www.star.org.uk.
If you are still worried, please contact us by emailing [email protected].