FAQs

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Tickets

When will I receive my e-ticket or mobile ticket?

You should receive an email with your e-tickets or mobile tickets attached no later than 24 hours before the event. Please download them to your mobile phone before you arrive so they can be scanned for entry. If you don’t have a smart phone, please print them and bring them with you.

What happens if my tickets do not arrive on time?

If you opted for e-tickets or mobile tickets, you should receive an email with them attached no later than 24 hours before the event. Please download them to your mobile phone before you arrive so they can be scanned for entry. If you don’t have a smart phone, please print them and bring them with you.

If you opted to collect your tickets from the Box Office these will be available for you to collect from 12pm on the day of the show, or from 11am on Sundays.

If you haven’t received your tickets before the show, please bring your booking confirmation and a form of identification to the Box Office on the day of the event, and we will re-issue your tickets.

Can tickets be exchanged or refunded once they have been purchased?

Exchanges:

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. Tickets can be exchanged up to 48 hours prior to the event. A £2 per ticket exchange fee may apply. Tickets can only be exchanged for the same show.

If you have booked directly with LW Theatres and would like to exchange your tickets, please use the button below to fill in our online form. If you booked via an alternative source, please contact your point of purchase:

EXCHANGE FORM

Once this form has been submitted, your original booking will no longer be valid and any tickets in your possession will become void and will no longer gain you access to the theatre on your original performance date.

Exchanges for FROZEN:

Tickets cannot be exchanged or refunded. However, if you are unable to attend (due to Covid) we will be able to transfer your booking to a Frozen credit voucher if notified up to 24 hours before you were due to attend the performance. Frozen credit vouchers will be to the full value of your original booking and can be used to purchase new tickets online, subject to availability.

Should you need to transfer your existing booking to a Frozen credit voucher as a result of Covid-19, please fill in this form:

FROZEN CREDIT VOUCHER FORM

Once this form has been submitted, your original booking will no longer be valid and any tickets in your possession will become void and will no longer gain you access to the theatre on your original performance date.

Refunds:

Tickets for all events are non-refundable once purchased. It is possible to add refund protection at the point of purchase from our partner Booking Protect. By adding refund protection, you or anybody in your party will be able to claim a refund for the face value of the ticket should you be unable to attend the booked event due to reasons outside of your control. This includes things such as accident, injury or illness. A full list of terms and conditions can be found here: https://lwtheatres.co.uk/refund-protection/.

If you can’t make the show, find out more information here.

What happens if I can't make it to a show?

If you can’t attend one of our shows, find out what you can do here.

Who do I contact if I have special access requirements?

For full details of access information and how to book please visit the Access Hub.

Can I log in to see my booking online?

Yes your booking can be accessed via your online account. Just log in here using the email address you used at the time of booking.

If you didn’t set up a password, or have forgotten it, just request for it be reset when prompted.

Why does the credit card holder have to be present when tickets are collected?

The credit card holder should be present so we can check identification and therefore prevent potential fraud. No third party can collect tickets on behalf of someone else.

What happens if a production is cancelled?

Ticket holders will be contacted as soon as possible and given the option to either exchange their tickets to an alternative performance or they will be offered a refund.

What are the running times for shows/concerts?

Running times for shows are available on the show information pages.

Concerts & individual events may not be able to supply this information in advance.

Attending a Theatre

What Covid-19 safety measures are in place in the theatres?

LW Theatres takes the wellbeing of our customers extremely seriously.

From the beginning of the pandemic, we worked closely with the Government and experts to pioneer pilots and implement measures that ensured the safety of our audiences, staff and performers. In order to keep everyone safe, we have kept key protocols in place across our theatres.

Please visit our audience guide, for our simple guide to returning to our theatres. Please note these measures are subject to change in line with the latest government guidance so please check back ahead of your visit.

Are the theatres ventilated?

All of our theatre auditoriums are equipped with mechanical ventilation systems which introduce fresh, filtered air, none of which is recirculated. Our auditoriums are fitted with CO2 sensors which measure and maintain fresh air levels and front of house, lobby and bar areas are serviced by a mixture of natural and mechanical ventilation.

Do I need to wear a face covering?

All audience members must wear a face covering throughout their visit, except when eating and drinking or if they are medically exempt. Children under 11 years of age are not required to wear a face covering.  If you forget to pack your face covering, please ask a member of staff who will be able to provide you with one.

Unless exempt, all staff will be wearing face coverings or shields.

What time do the doors open?

We are opening the theatres 60 minutes before the show starts.

What security measures are in place in the theatres?

At LW Theatres we take the safety and security of our guests and staff members very seriously. We have a range of robust security measures in place for the protection of all who visit and work in our venues. Our procedures have been developed over a number of years with the police and security services and these remain under constant review.

Please visit our security page for a guide as to what security measures to expect when attending a show at one of our theatres.

Will you have a security check upon arrival at the theatre?

Security checks will be in operation for your safety, so please arrive in plenty of time. Extra staff are also on hand to help manage the flow of arrivals and assist with any queries.

Can I pre-order interval drinks?

You may pre-order your interval drinks at the bar before the performance.

Do you accept cash at the theatre?

We continue to encourage contactless payment throughout the venue to minimise contact.

Can you purchase merchandise?

Merchandise can be purchased before the show, during the interval and after the performance.

What should I do if I show symptoms or test positive for COVID-19 after I visit the theatre?

Please contact NHS direct on 111 or NHS Test and Trace on 119 and follow Government guidelines.

Shows

What are the running times for shows/concerts?

Running times for shows are available on the show information pages.

Concerts & individual events may not be able to supply this information in advance.

What is the minimum age requirement?

Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. Babies will not be admitted into the auditorium and children must be able to sit unaided in their own seat. In the interests of other customers, parents or guardians may be asked to remove noisy or disruptive children. The recommended age for each production varies. Visit our show pages for details.

Do you have a dress code?

There is no dress code. Casual attire is acceptable.

Can I meet the cast & get my programme signed after the show?

We are working hard to ensure the safety of all patrons and performers.

Due to Covid-19 safety measures, we are unable to accept gifts or items for signing and there will be no public access to Stage Door.

The cast won’t be able to sign items or take photos when entering or leaving the building.

Can I have a shout out before / after the show?

Unfortunately, due to the high numbers of similar requests that we receive, this is something that we are unable to offer.

Can I hold a bucket collection for my charity before / after a performance? Can I have a donation for my charity raffle / auction?

As you can imagine, we are inundated with such requests and as a result we have committed to offering continued support to the theatre related charities, Acting for Others

Theatres

Is the seating plan an accurate representation of the auditorium?

No – the seating plans are not accurate representations of the auditorium. They are for illustrative purposes only and are not to scale.

What is the restoration levy?

The restoration levy contributes to the costs of maintaining the newly refurbished LW Theatres.  Andrew Lloyd Webber has extensively refurbished all LW Theatres to provide our patrons with a first-class, modern theatre-going experience in beautifully restored theatres.

Do you offer work experience / internships?

Unfortunately, we don’t currently have any work experience or intern opportunities on offer.

Do you offer theatre tours?

We offer daily theatre tours of Theatre Royal Drury Lane.

Join us on an incredible guided tour of the West End’s most iconic theatre and discover hidden tales that date back over 350 years.

From ghosts to royal scandal, step inside and go behind-the-scenes as our expert tour guides unearth the secrets of the world’s oldest theatre site.

BOOK A TOUR

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.

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

FOR ALL OUR OTHER THEATRES 
customer.relations@lwtheatres.co.uk

Cancelled & Rescheduled Events

What happens if my performance is cancelled or postponed?

If the performance or event that you were scheduled to attend is cancelled or postponed, we will be in touch at the earliest opportunity, via email and for performances that are due to take place within the next 72 hours we will also be in touch via SMS.

Please look out for an email from the theatre name where the event was due to take place, with the email address notifications@email.lwtheatres.co.uk (please do not email this address as it is unmanned).

In the event of a cancellation, you will be given the option to either exchange your tickets to an alternative performance, the option to receive a credit voucher for the full value of the booking  or the option for a full refund.

Should your event be rescheduled, your booking will automatically be valid for the new date and time. If you’re unable to attend, you will be given the option to either exchange your tickets to an alternative performance (if applicable), the option to receive a credit voucher for the full value of the booking  or the option for a full refund.

Did you know your new booking can be accessed via your online account? Just log in here using the email address you used at the time of booking.

If you didn’t set up a password, or have forgotten it, just request for it be reset when prompted.

Have all your theatres reopened?

Yes, all our theatres are now open will full capacity audiences.

Please visit our Welcome Back page to find out what is required to attend our theatres.

My booking was rescheduled, should I have heard from you?

If your event was rescheduled or cancelled, an email will already have been sent to you, please check your junk/spam folder.

The sender name will be the theatre name where the event was due to take place, and the email will be sent from notifications@email.lwtheatres.co.uk. (Please don’t use this email address to contact us as it is unmanned).

Did you know your new booking can be accessed via your online account? Just log in here using the email address you used at the time of booking.

If you didn’t set up a password, or have forgotten it, just request for it be reset when prompted.

Will you be refunding my travel/hotel?

LW Theatres is not liable for any additional expenses incurred by customers in the event of a cancelled performance, therefore, we would ask that you please contact your individual travel company/hotel directly.

What is a credit voucher?

A credit voucher transfers the entire cost of your booking over to a voucher which you will then be able to redeem in your own time via our website. They are valid for 24 months (730 days) from the date of issue.

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

Any previously charged postage, collection or Booking Protect fees incurred when making your original booking will be included with your Credit Voucher. This will be emailed to you.

Unfortunately we are unable to send Credit Vouchers out by post.

I booked through an agent, what should I do?

Please contact your point of purchase if your show has been cancelled or postponed for further information.

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.