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 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.
For maximised flexibility, customers can exchange their tickets up to at least 48 hours prior to the event.
Should strikes be planned across National Rail or London Underground services that affect your travel to and within London, we recommend planning your journey ahead of your visit and allowing extra time for unforeseen changes.
If sadly you’re unable to make it to the show, please contact our Customer Relations department at least 48 hours before the show on 020 3925 2998. The office is open 10am – 5pm, Monday to Saturday.
Twickets is an ethical ticket resale marketplace, enabling fans to buy and sell tickets at no more than their original face value. It started with a simple purpose: to create a fairer way for real fans to see their favourite shows without being ripped off by touts/ scalpers and the platforms through which they operate. Their mission is to trade any ticket, for any event, anywhere in the world and always at face value.
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.
There are no fees charged to sellers*. Twickets will pay out the funds from your sale via PayPal or a bank account transfer, depending on the event. Standard PayPal charges apply.
*excepting certain partner events. See Twickets for details.
All ticket sales are non-refundable except in the case of a cancelled performance.
Tickets can only be exchanged for an alternative date of the same event, at the same venue. This will be subject to an exchange fee of £3 fee per ticket, with a minimum 48 hours’ notice.
To make an exchange please call us on 020 3925 2998 between the hours of 10am and 5:30pm, Monday to Saturday.
The value of the ticket(s) paid at the time of booking (including any online or telephone booking fees) will be included with your Credit Voucher. Booking Protect fees or postage fees are non-refundable. This voucher will be emailed to you, and you can redeem against any event taking place in our theatres as long as the voucher is redeemed before the expiry date shown.
Unfortunately we are unable to send Credit Vouchers out by post.
Refunds are currently taking longer to process, therefore, please do allow 10-14 days for the refund to reach you.
Please contact our Box Office teams using one of the email addresses below, including your full name, the name of the show you have booked for and your booking reference number, if applicable. You can also call us on 020 3925 2998 between the hours of 10am and 5:30pm, Monday to Saturday.
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