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Frequently asked questions

Please click here for detailed information on our COVID-19 safety measures


What should I do if my tickets haven’t arrived?

All e-tickets should arrive by email from Nederlander Theatres within 24 hours of booking. Please check your junk mail if you cannot find this email. If it isn't there, you can download your tickets by logging into your account on our website and selecting the E-tickets tab.

Please email [email protected] if you still can't find your e-tickets, or if you were expecting tickets to arrive in the post and they haven’t arrived by three days prior to the performance.


What time should I arrive?

To ease congestion on entry, all tickets currently specify an arrival time. To help ensure a safe and pleasant experience for all, please ensure that you arrive within the specified times.


What are the age restrictions?

Grease The Musical is recommended for children aged 7+. Children under the age of 5 cannot be admitted.

All children require their own ticket. Those aged 15 or under must be accompanied by an adult.


Do you have booster seats?

Yes, we have booster seats that can be borrowed for the duration of the show. Just ask a member of staff when you arrive and they can sort this for you.


Will I be allowed in if I’m late?

Latecomers may not be seated until a suitable break in the performance, which may not be until after the interval. All latecomer policies are set by the producers of the show.


I think I lost something at the theatre - what should I do?

Please contact our Front of House team as soon as possible on 020 7927 0900 (from 10am-6pm), and we will check if your item has been found and collected in our lost property.


Is there a cloakroom or somewhere to store luggage?

There is a cloakroom upstairs on the circle level where luggage and coats can be left during the performance. It is open approximately 45 minutes before the performance and there is a charge of £1 per item.


Is there a dress code?

There is no dress code at the theatre. For all performances, attire should be comfortable and appropriate for the occasion.

Please be advised the auditorium does not have air conditioning due to its age and listed status; however it does have an air cooling system.


Can I take photographs or record the show?

Due to copyright, the use of photography and recording equipment is strictly prohibited, unless expressly allowed by in-theatre signage and/or announcements.


Can I meet the cast before/after the show?

Unfortunately current COVID-19 safety measures prohibit and cast meet and greets or autograph signings.


Can I bring food and drink into the theatre?

Soft drinks in plastic bottles or cartons may be brought in to the theatre, however any alcohol purchased off the premises will not be permitted.

Cold snacks and sweets are generally allowed, but please consider other audience members and remove any noisy packaging in advance.

Hot food is strictly prohibited and must be disposed of prior to entering the foyer.


How do I book tickets for someone with access requirements?

We have an Access List in place to make booking easy for anyone with access requirements, whether online, over the phone, or in person at our Box Office. Find out more and register for the list at nederlander.co.uk/access-list.

To discuss any access requirements ahead of a booking or visit, please call our box office team on 020 7927 0929, between 10am and 6pm, Monday to Friday or email us at [email protected].


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 you see anything while at the theatre that causes you concern, just speak to a member of staff and they will take the necessary action.


Can I refund or exchange my tickets?

We do our best to exchange tickets to 24 hours prior to the performance, subject to availability.

In the unfortunate event of a performance being cancelled, all customers will be contacted in advance and offered a free exchange, credit note, or refund.

To exchange tickets booked via the Nederlander Theatres or Grease The Musical websites, over the phone, or in person at the theatre Box Office, please email [email protected] including your booking reference and alternative dates. For bookings made via other partners, please contact your original point of sale.

Please click here to refer to our terms and conditions.


Is the Ticket Agent I’ve booked through reputable?

Reputable ticket agents will display this logo

star logo tm_rgb

You can also check with star.org.uk.

If you are still worried, please contact us by emailing [email protected].