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…


Exchanging Performances

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 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.

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What happens if I can’t attend the show?

For maximised flexibility, customers can exchange their tickets up to at least 48 hours prior to the event.

What happens if there are strikes affecting transport?

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.

Visit the Transport for London website or National Rail Enquiries for the most up to date information and help with planning your route.

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.


What is Twickets?

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.

Is Twickets safe to sell tickets on?

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.

Does it cost money to sell on Twickets?

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.

Can I exchange my tickets, or get a refund?

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.

Are delivery fees & ticket protection fees included in the credit voucher?

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.

How long will it take for the money to be back in my account?

Refunds are currently taking longer to process, therefore, please do allow 10-14 days for the refund to reach you.

What should I do if my question isn't answered by any of your FAQs?

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.