FREQUENTLY ASKED QUESTIONS

What if my tickets haven’t arrived?
You will receive an online check-in email at least 48 hours before the performance to confirm your attendance. Once completed, your e-tickets or print-at-home tickets will be sent to you. If you do not receive the check-in email or your tickets please go to the theatre box office on the day of the performance and they will assist you.

Can I exchange my ticket or get a refund?
Tickets cannot be refunded.

If you, or anyone in your party is required to isolate because of Covid-19, please stay at home and follow government guidelines. Our friendly team will help you re-arrange your visit if you are unable to attend. To request an exchange please complete our form before 10am on the day of the performance by CLICKING HERE

Do I need to wear a mask?
Whilst it is no longer mandatory, we respectfully ask audience members over the age of 11 to wear a mask inside the theatre – except when eating or drinking, or if you are exempt.

Do your shows have age limits?
Some shows do have specific age restrictions due to content. The age recommendations vary in each production and are available to view on the specific show pages. With the exception of our children’s theatre programme, performances are generally not suitable for babies and small children under 2. A valid ticket is required for all persons attending the theatre, regardless of their age. For all productions, children under the age of 15 are required to be accompanied by a responsible adult in seats adjacent to each other. For more information contact our Customer Relations Team on 0330 333 4815

Do you provide accessible performances?
Many of our shows offer access performances; audio described, captioned, relaxed/autism friendly and BSL signed performances. For further information on these performances please visit our accessibility page. For further access information please contact our Customer Relations Team. Via email access@nimaxtheatres.com or call 0330 333 4815.

How do I book access tickets?
All Nimax Theatres hold a selection of seats for the specific needs of access patrons, subject to availability. Our access team will be happy to discuss the options available to make each patrons visit as comfortable and enjoyable as possible. Call: 0330 333 4815 or email: access@nimaxtheatres.com  Details on wheelchair access and hearing systems for the theatres can also be found on the accessibility page (Note – we do not have an induction loop system).

Where can I find Lost Property?
All lost property found in the theatre will be taken to the stage door at the end of each day. Contact details for each stage door can be found here.

Do your venues operate security checks?
Security checks are in operation at all of our theatres for your safety. Please allow extra time for entrance to each venue. Beverages and food items purchased outside of the theatre are not permitted in any of our theatres. Sealed bottles of water will be allowed. Please inform us of any special dietary requirements before your visit or speak to the Theatre Management on arrival at the theatre. Email: boxoffice@nimaxtheatres.com or phone: 0330 333 4815

Can I use theatre tokens to pay for my tickets?
All of our theatres accept SOLT tokens which can be used in person at the box office or over the phone on 0330 333 4815. For T&C’s or to buy tokens from them directly, visit their website: https://www.theatretokens.com/

How do I book for a group of people?
Most productions have a groups and/or education rate. For groups of 10+ or education groups please call: 0330 333 4817 or email: groups@nimaxtheatres.com and our team will be happy to help you.

Are concessions available?
Concessions vary from show to show. If you contact Customer Relations, they will always be happy to discuss any concession ticket options that may be available. Call: 0330 333 4815 or email: boxoffice@nimaxtheatres.com. Many concession tickets are only available to purchase at the theatre box office on the day of the show and are subject to availability.

What is a day seat?
Day seats are a limited number of tickets held for each performance which are only available to purchase on the day of the show from the theatre box office or via an authorised third party app. Usually each customer is limited to 2 tickets and these are available on a first come, first serve basis. Due to popular demand day tickets are not available to buy online or over the phone, and may not be available for all shows. For information specific to the show you want to see why not head over to the show pages here or contact us on boxoffice@nimaxtheatres.com.

Is there a booking fee?
All of our prices are inclusive of VAT and include a restoration levy and (where applicable) a booking fee. This will be made clear at the time of booking.

What is the restoration levy?
A restoration levy is included in the cost of your ticket which goes toward to important restoration and maintenance of our Grade II listed buildings.

Do you have cloakrooms at the theatres?
A small cloakroom is available for the storage of items that are too big to take in to the auditorium (large bags and suitcases) for a small charge. These items are all subject to being searched and can only be stored in the building during the performance times.

What can’t I bring in to the theatre?
We do not allow items that could be considered as dangerous in to the theatres. This can include (but is not exclusive to) knives, sticks / batons, heavy or sharp items, glass, laser pointers, chemicals, aerosols, sports bats or clubs. If found during security checks these items will be confiscated. As mentioned above, beverages and food items purchased outside of the theatre are also not permitted in any of our theatres. Sealed bottles of water will be allowed. Please inform us of any special dietary requirements before your visit or speak to the Theatre Management on arrival at the theatre. Email: boxoffice@nimaxtheatres.com or phone: 0330 333 4815.

What if I am late to the show?
Latecomers will be admitted to the auditorium when a suitable break in the performance occurs but admission cannot always be guaranteed.

I have feedback – how do I get in touch?
For ticketing enquiries and feedback contact: boxoffice@nimaxtheatres.com
For all non-ticketing related enquiries and feedback regarding a specific theatre please contact us at:

Apollo Theatre, Shaftesbury Avenue, London, W1D 7EZ
apollofeedback@nimaxtheatres.com

Duchess Theatre, Catherine Street, London, WC2 5LA
duchessfeedback@nimaxtheatres.com

Garrick Theatre, Charing Cross Road, London, WC2H 0HH
garrickfeedback@nimaxtheatres.com

Lyric Theatre, Shaftesbury Avenue, London, W1D 4ES
lyricfeedback@nimaxtheatres.com

Palace Theatre, Shaftesbury Avenue, London, W1D 5AY
palacefeedback@nimaxtheatres.com

Vaudeville Theatre, 404 Strand, London, WC2R 0NB
vaudevillefeedback@nimaxtheatres.com