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…
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
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 see the show you’re booked in for, then get in touch with our Customer Relations team who will do their best to save your trip to the theatre.
For help with your booking, call 020 7087 7969*
Lines are open Monday to Friday from 9am-5:30pm and Saturday from 10am-4pm
Reselling Your Ticket With Us
If you’re not covered under booking protect and there’s not another performance you can exchange your tickets for, don’t panic! If you’ve bought your ticket direct with LW Theatres, we can put your ticket back on sale, giving you the chance to re-sell your ticket safely and securely.
Reselling Your Ticket
Our Box Office staff can accept resale requests by email up to 2 hours before the scheduled performance.
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: firstname.lastname@example.org
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.
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 not able to re-visit in person before the event the Box Office staff will arrange for a refund to be forwarded to you via BACS. They will be in touch via email to arrange should your tickets be successfully re-sold.
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.