Frequently Asked Questions

Below you will find all those questions we get asked on a regular basis.
If you can’t find what you’re looking for then please email us on



What are your opening times?

Our opening times are as follows:

Box Office:
Mon – Sat, 10am – 6pm and until the start of the show on performance nights.
Sundays and Bank Holidays may vary

The Other Gin Palace:
Monday to Thursday 10am – 11pm
Friday and Saturday 10am – 11.30pm
Sundays 2.30pm – 10pm
(Bank Holidays may vary)

The Other Naughty Piglet:
Tue – Sat , from 12pm
Mon – Sat, from 5.15pm
Closed on Sundays

What are the nearest transport links?

By tube
The nearest tube is Victoria (District, Circle, Victoria) which is a 2-5 minute walk from the theatre.

Please visit the Transport for London to plan your journey.

By rail
Victoria Station is less than 5 minutes’ walk from theatre, with trains running to South East destinations including: Brighton, Kent, Surrey, Sussex, Gatwick Airport and cross country.

By bus
Routes 16, 38, 52, 73, 82, 42, 148 all pass near the theatre.

Do you have parking?

The Other Palace does not have customer parking although there is street parking in the surrounding area after 6.30pm on weekdays and on the weekends, please note this is pay via phone only. There are spaces for Blue Badge holders on Palace Street.

The nearest multi-storey car park is Q-Park, Horseferry Road and is around a 15 minute walk from the theatre. Please be advised that we are not part of the Q-Park scheme.

Is there a cloakroom?

Unfortunately there are no cloakroom facilities at The Other Palace. For luggage and large items we recommend using the storage facilities in Victoria station, only a 5-minute walk from the venue.

Access Bookings

To enquire about purchasing Access and Personal Assistant tickets for shows at The Other Palace, please call our Access Booking Line on 020 7087 7966. This service is operated by SEE Tickets. Alternatively, please email can also be purchased in person from The Other Palace. The Box Office desk is located in the foyer on the left side and has step-free access via the main entrance on Palace Street.

Please visit our Access page for more information. 


How do I book?

Simply select the show and click the Book Tickets button and select your seat.

In person:
The Other Palace Box Office is open Mon-Sat from 10am to 6pm
On show days the Box Office closes 30 minutes after the show begins.
Sundays and Bank Holidays may vary.

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. This will be subject to an exchange fee of £3 fee per ticket, with a minimum 48 hours’ notice.

To make an exchange please email

Do you have Frozen the Musical tickets? Find out about refunds or exchanges for this show here.

How can I pay?

We accept all major credit & debit cards.
We accept cash at all sales points.
We do not accept cheques.
We accept Society of London Theatre Tokens, both paper and gift cards. Tokens can only be redeemed in person or over the phone, not online, and they are valid for ticket purchases only.

Do I qualify as a concession?

Concessions vary for each individual production, please visit our What’s On section or email your enquiry to

Concession prices may not be available where we are already offering fair or reduced price tickets for a production. Any applicable concession prices are subject to availability and proof of eligibility must be presented when booking and collecting tickets.

For Access bookings please contact at, or for Group bookings please contact

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.

Returned Tickets

In the event of a sold out production, anyone wishing to obtain returned tickets should arrive at the theatre no earlier than one hour before the show and join the signposted returns queue. Return tickets are sold at face value and are limited to two tickets per customer. Return tickets will be allocated no earlier than 10 minutes before the start time of the show. Please be aware that there is no guarantee that you will be successful in obtaining return tickets. We do not operate an advance waiting list at the theatre.