Frequently asked questions

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

All e-tickets booked via the Nederlander Theatres or show websites should arrive by email from Nederlander Theatres UK within 24 hours of booking. Please check your junk mail if you cannot find this email. 

If you booked via Nederlander but cannot find your ticket email, please log in to your account, where you can download your tickets. If you didn’t set up a password at the time of booking, or have forgotten it, use the ‘Forgot your password?’ button to set a new one.

If you purchased your tickets through a third-party website or app, you will need to contact them directly to retrieve your tickets. Alternatively, for all bookings where a mobile telephone number was provided, you will receive a text message on the day of the performance directly from the venue with a link to mobile tickets.

What time should I arrive?

Please aim to arrive 30 minutes before the performance if possible. Performances start at the time stated on your ticket, and latecomers may not be ablet to be admitted until a suitable point in the show.

What are the age restrictions?

Please check the relevant show page for details of age restrictions for that produciton. 

For any show, all children aged 15 or under must be accompanied by an adult (at least one adult per 10 children).

Do you have booster seats?

Yes, we have booster seats that can be rented for the duration of the show for £1. Just ask a member of staff when you arrive and they can sort this for you.

Please note that we have a limited amount of booster cushions which are made available on a first come, first served basis. We are unable to provide booster cushions to those in Row A of the Circle due to safety precautions.

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 email our Front of House team as soon as possible on [email protected] or please call us 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 £2 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 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.

Food purchased outside the theatre is not allowed in the venue, and must be disposed of prior to entering the foyer. The only exception is cold snacks and sweets, but please consider other audience members and remove any noisy packaging in advance.

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.

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 show 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

You can also check with star.org.uk.

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