FAQs
If you have any questions, please email us at info@theatreticketsdirect.co.uk and we’ll be happy to help.
How will I receive my tickets?
Tickets are delivered by email.
In most cases, tickets are sent instantly after booking.
For some performances, the theatre sends tickets up to 48 hours before the show. If this applies, it will be clearly shown at the time of booking.
If you can’t find your emails, please check your junk/spam folder.
I entered the wrong email address / name — what should I do?
No problem — please email info@theatreticketsdirect.co.uk as soon as possible and we will assist.
Can I cancel my booking?
Unfortunately, once tickets have been purchased they cannot be cancelled or refunded, as tickets are sold for a specific performance date and time.
Can I change the date or exchange my tickets?
In some cases, ticket exchanges may be possible subject to our Terms & Conditions, an administration fee, and approval from the theatre.
Please email info@theatreticketsdirect.co.uk with your booking reference and preferred new date/time and we will advise the available options.
What if the show is cancelled?
If a performance is cancelled, we will contact you with the available options. This may include a refund or an exchange to a future date (subject to availability).
Can I choose my seats?
Most performances offer an interactive seating plan, allowing you to choose seats before purchasing.
I can’t attend the show but I purchased TicketPlan protection — can my tickets be refunded?
If you purchased TicketPlan cancellation protection, refunds are subject to TicketPlan’s Terms & Conditions.
TicketPlan typically covers specific unexpected circumstances (for example illness or travel disruption), but does not cover change of mind or personal reasons.
To view TicketPlan’s Terms & Conditions, please visit this link.
To apply for a refund, please use TicketPlan’s refund application form:
https://www.ticketplangroup.com/refund-application-form
How do I redeem my gift voucher?
Gift vouchers can be redeemed online during checkout. When you add tickets to your basket, click on the "Redeem Gift Voucher" link, where you will be able to enter your unique voucher code.
If your voucher does not cover the full value of your booking, you can pay the remaining balance at checkout. If your voucher value is higher than your total, the remaining balance can be used on a future booking.
How can I buy accessible tickets?
Many West End theatres offer accessible seating and facilities.
Due to venue requirements and limited inventory, accessible seating (including wheelchair spaces) usually needs to be booked directly with the theatre to ensure the correct arrangements are in place.
What time should I arrive at the theatre?
We recommend arriving at least 30 minutes before the performance start time.
What are Stalls and Dress Circle?
Stalls: ground floor seating
Dress Circle: seating level above the Stalls
Upper Circle / Balcony: higher seating levels (often the most affordable)
Are theatres open on Sundays and Bank Holidays?
Most West End theatres operate Monday to Saturday. Some shows run on Sundays, but many theatres are closed on Sundays.
Theatres are generally closed on Christmas Day. Performance schedules can vary around public holidays.
Is there a dress code?
There is no strict dress code for most West End theatres.
Most people dress smart casual, but you are welcome to wear whatever you feel comfortable in.
Can I take photographs or record the show?
Photography, filming, and audio recording are not permitted during performances.
Can children attend the theatre?
All London theatres state that no babies in arms may be allowed to attend. This is to ensure that all customers enjoy the show. Young children are admitted only if they are over 3 years but are not encouraged to attend unless the parent is confident the child will not distract other members of the audience. Everyone must have a valid ticket and occupy a seat. Accompanying adults will be asked to remove any noisy infants. No refunds can be made in such circumstances. If there is a minimum age requirement it will normally be stated on the show description page.
Do you offer child or student discounts?
Unfortunately, child and student discounts are not generally available.
Will I need ID to enter the theatre?
No. ID is not usually required to enter the theatre.
Can I transfer my tickets to someone else?
Yes. You can transfer your tickets to someone else.
What happens if I am late or miss the start time?
Latecomers are usually allowed into the theatre, but you may be asked to wait until a suitable break in the performance.
Please note that if you miss the start time (or part of the show), refunds are not available.
Why do some ticket prices change depending on the day?
Ticket prices may be different depending on the performance date and availability.
Some days (such as weekends, peak dates and school holidays) are in higher demand, so prices may be higher than other performances.
Do you offer group bookings?
Yes. For group bookings, please visit this link.
