FAQ

COVID-19 / CORONAVIRUS

ARE SHOWS BEING CANCELLED BECAUSE OF CORONAVIRUS?

We are currently working with venues to cancel affected bookings. Please bear with us during this unprecedented time – due to demand, we will not be able to answer individual email queries at this time. If your booking is affected by cancellations, we will be in touch as quickly as possible.


I PURCHASED TICKETS FOR A PERFORMANCE THAT HAS BEEN CANCELLED DUE TO COVID-19 / CORONAVIRUS - WILL I GET A REFUND?

We will be in contact with all customers about the options to exchange or refund your ticket. It is not necessary to contact us – please note we have a very high level of enquiries and we can’t reply to each one.

If you have not heard from us 3 days after your performance date, please first check your Junk email folder, then contact us.


I HAVE PURCHASED TICKETS TO AN UPCOMING PERFORMANCE - WILL IT BE GOING AHEAD?

The UK government gave advice to avoid theatres, which resulted in the vast majority of UK theatres closing until further notice. Theatres are currently confirming cancellations one week at a time, so we don’t yet know exactly which performances will be cancelled. While the government's advice is to avoid theatres it is unlikely any performances will go ahead, but you must check the official website of the venue you were to attend in the days before your performance for confirmation. When we know your ticket will be cancelled we will be in contact regarding exchanges and refunds – it is not necessary to contact us. Please only do so if we have not responded 3 days after your performance date.


I HAVEN'T HEARD FROM YOU YET ABOUT MY TICKETS BEING CANCELLED DUE TO COVID-19 / CORONAVIRUS

We promise to contact all customers 3 days after your performance date. If it has not been 3 days after your performance date, please wait until then. If it has been 3 days after your performance date, please first check your Junk folder, then complete the form below. Please do not submit the form if your performance was not at least 3 days ago – we will not be in contact before then, and as you can imagine we are dealing with a very large volume of requests.


YOU SAID I WOULD GET AN EXCHANGE OR REFUND DUE TO COVID-19 / CORONAVIRUS BUT I HAVEN'T RECEIVED ANYTHING YET

Please allow up to 5 weeks from when we gave confirmation for the exchange or refund to be processed. If you haven’t heard from us by then please complete the form below. Please do not submit the form if it has not been 5 weeks since we gave confirmation – we cannot guarantee to process it before then, and as you can imagine we are dealing with a very large volume of requests.



GIFT CARDS

I HAVE A FROM THE BOX OFFICE GIFT CARD - HOW CAN I USE IT?

From The Box Office Gift Card can be used as full or part payment for any tickets available on, or any bookings made through, From The Box Office's website. To redeem it, enter the Gift Card code into "USE A PROMO CODE OR GIFT CARD" field on the Checkout.

Gift Cards are not redeemable at venue box offices.



TICKET DELIVERY METHODS

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, please contact us. Please provide your booking reference from the confirmation page; if you don't have this please provide your full name, the event and performance date you purchased, and the approximate time you purchased.


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.


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 us.

In order to pick up your tickets, you may be required to present:


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.


*Please note that Delfont Mackintosh Theatres will only deliver tickets to the person who purchased them.


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. Some venues run a no cancellations or refunds policy, other may charge a fee and others allow changes depending on circumstances. Please refer to the Terms and Conditions on the bottom of the page of the event you are purchasing tickets for.


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:


It is also important that the seller has a valid and visible physical address and a telephone number. Our address and phone number can be found on the Contact Us webpage.