Can't make it to the show?
You were all set to see one of our shows, but now you can’t make it. Read on to find out what to do…
If the show you’re seeing has more than one performance then you’re in luck. We’ll always try to exchange your ticket where possible.
If you have booked directly with LW Theatres and would like to exchange your tickets, please call us on 0203 925 2998. Our phone lines are open Monday – Saturday, 10am – 5.30pm. If you booked via an alternative source, please contact your point of purchase.
Reselling Your Tickets With Us
If you’ve bought your tickets directly from LW Theatres and an exchange is not possible, we can put them back on sale, giving you the chance to re-sell them safely and securely. Please email us via the button below. Please note for certain concerts, you may be advised to resell them via our official resale partner, Twickets. Administration fees may apply.
If you can’t make the concert or exchange performances, our official resale partner, Twickets, will be able to help you out. Twickets is an ethical ticket resale marketplace enabling fans to buy and sell tickets online securely, and always at face value. Fees may apply.
Did you know you can shield your tickets from the extreme elements, terrible transport and other extenuating circumstances, at the checkout?
We’ve partnered with Booking Protect so that if you can’t make the show, you can get a refund if your situation is covered by their T&Cs.
Click below to check their terms and conditions.
Please note that refund protection can only be purchased alongside tickets. There is no option to add this at a later stage
Reselling Your Ticket
Our Box Office staff can accept resale requests by email up to 2 hours before the scheduled performance.
Please note: Tickets cannot be resold via Twickets within 24 hours before the scheduled performance. Please contact our Box Office staff for options.
Our Box Office staff will send you an email shortly after the tickets are re-sold and refunded.
Unfortunately there is no guarantee your tickets will be re-sold. Our Box Office staff will email you should they remain unsold by the start of the performance.
As long as your tickets remain available you are welcome to request that the tickets are taken off resale by emailing our Box Office teams: email@example.com
Tickets bought through LW Theatres can only be offered for re-sale through our Box Office or via Twickets, but not at the same time.
Tickets will be offered for resale at the regular face value plus any booking fees (if applicable).
Customers wishing to offer their tickets up for resale will need to confirm their identity with our Box Office teams and provide exact seat details.
We reserve the right to charge an administration fee, however this service is currently free of charge so a refund of the face value and any applicable booking fees will be given for all tickets successfully resold.
An administration of £2 per ticket will be deducted from any refund made for all tickets successfully resold.
Our system will discourage buyers however it is not possible to stop people from leaving a single seat if there are no other suitable options within the area or price category.
Unfortunately we must receive the re-sale request from the original ticket purchaser. Refunds can only be returned to the original payment card.
What happens if I bought my tickets in person at the Box Office using Chip & Pin, Theatre Tokens or Cash?
If you are unable to re-visit in person before the event the Box Office will arrange for a refund to be made to either by Cheque or a nominated Debit Card.
They will be in touch via email to arrange should your tickets be successfully re-sold to arrange the next steps.
You can sell tickets securely through Twickets, with payment and delivery all agreed upfront. If you’re sent an unauthorised payment, or a buyer claims they didn’t receive their item, you’ll be covered for the full amount of the payment, as long as you provide proof of shipment. Where PayPal is used, you’re covered by PayPal’s Seller Protection policy.