Frequently asked questions / FAQs
Here are some answers to some of the most frequently asked questions. If your query isn't answered here, please don't hesitate to contact our box office team on [email protected] or call 0151 709 4776.
Tickets
How will I receive my tickets?
The default option is printed tickets held for collection, you can also opt to have them emailed digitally to display on your smartphone or opt for a printed set mailed to you second class.
I've booked my tickets, but they haven’t arrived in the post. What should I do?
Double check your confirmation email to ensure you’ve selected the option to have the tickets sent to you. Tickets will be posted second class, and we ask that you allow four working days for them to arrive. If they still haven’t arrived in time for your visit, come to the box office when you arrive and ask for a reprint. We’ll ask for the name and postcode the tickets were booked under, and if you have the order number, that would help us locate your account quickly.
What should I do if I decide not to go to the show? Can I resell my tickets online?
Tickets cannot be resold online, but you can always ask us to resell them for you. You can read more about this on our terms and conditions page here.
Can I buy or sell a ticket on social media?
No. Reselling a ticket for profit or for personal or commercial gain makes the ticket(s) void.
Why do I need an account to book my tickets?
We ask you to register for an account as we need to capture your name and address to link to your card payment for security reasons.
My child is 11 months old; do I need to buy them a ticket?
No, children under 18 months can be classified as babes in arms and won’t need their own ticket. Please check with us before booking to ensure this is being offered for the performance you are looking to book for. Email [email protected] or call 0151 709 4776.
Are there day return tickets? How can I get them?
Any tickets that are returned to us will be available for sale on our website.
Can I return or exchange my tickets? Will I get a refund?
We can exchange your tickets subject to availability, but we would only refund in the event of a cancelled performance. You can read more about this on our terms and conditions page here.
What does it mean if my tickets are "restricted view"? How is the view restricted?
This can vary by production. The view is either restricted by a pillar a foot in width (at the Playhouse) other audience members, or the set of the production.
Can I be put on a waiting list if the show I want to see is sold out?
We’re not able to operate a waiting list, so anything returned for sale will be available on to buy on our website.
Why do you prefer card-only payments?
We prefer card-only payments because it offers a faster service. In recent years, we’ve found that the vast majority of payments are made by card and contactless has definitely helped with this, as it is quick and easy to make a transaction.
We're incredibly grateful to still be operating in the current climate, and a tap-and-go payment speeds up the service compared to counting coins and notes.
It helps our operations team with their cashing up process too. Reducing the amount of cash to count obviously benefits staff by allowing them to finish earlier and benefits our teams to focus on other areas of the working day.
It means there will be less chance of mistakes being made, while also creating a safer environment for staff not handling large amounts of cash.
Discounts
Are there discount for over 60s?
We don't currently offer a discount for over 60s.
Are there discounts for carers?
We offer a free companion ticket if required, for anyone with an access requirement. If you would like to discuss access requirements at either theatre, call our box office team on 0151 709 4776 – Mon to Sat, 10am to 5pm.
How do I enter a promo code?
Follow this simple guide to help you enter your promo code.
Time
When should I arrive at the theatre?
We recommend arriving at least half an hour before the start of the show to ensure you’re able to grab a drink, have a trip to the loo, find your seat and get settled in time for the start of the performance. However as long as you’re in your seat for the advertised start time, that’s fine.
How do I know how long the show will last?
Running times vary for each production. Running times will be posted on each individual event page under the ‘information’ tab (highlighted below) as soon as we know.
