FAQs

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 our team will assist you.

Nimax Theatre Box Offices are open on performance days.

Apollo, Duchess, Garrick, Lyric, and Vaudeville Theatres: 

12pm until the evening show starts

Palace Theatre: 

Wed, Fri & Sat: 11am – 7pm
Mon, Tue, Thurs & Sun: 11am – 6pm

@sohoplace: 

Monday – Sat: 10am until the evening show starts

Tickets cannot be refunded.

Subject to availability, exchanges and upgrades can be made for the same show in the same theatre, for tickets at the same price or higher than your original booking.

If you are unable to attend your original performance, our friendly team may be able to help you re-arrange your visit. To request an exchange, please complete our exchange form at least 48 hours before the performance. CLICK HERE TO COMPLETE THE EXCHANGE FORM.

For all productions at Nimax Theatres, children under the age of 16 (ages 15 and below) must be accompanied by an adult aged 18 or over and sat in seats next to each other.

Some shows do have specific age restrictions or recommendations due to their content. Age restrictions and recommendations vary for each production, and are available to view on the specific show pages which can be found here. Where a show has specified an age restriction, valid ID will be required and checked for admission to the theatre. Where a show has specified an age restriction, such as strictly 18+, valid ID will be required and checked for admission to the theatre. Where a show has specified an age recommendation, such as ages 12+, this is subject to parental or guardian discretion.

With the exception of our family shows, performances are generally not suitable for babies and small children under 2. The purchase of a ticket is required for all persons attending the theatre, except for children under the age of 18 months, who are classed as ‘babes-in-arms’ and will not require a seat. If you wish to bring a child under the age of 18 months, upon arrival at the theatre, our staff will issue a complimentary ticket for your child, to ensure we have an accurate record of how many people are inside the theatre for health and safety purposes.

All of our theatres accept SOLT Theatre Tokens which can be used in person at the box office or over the phone on 0330 333 4815. To view SOLT ticketing T&Cs or to buy tokens from them directly, please visit their website: www.theatretokens.com

Day seats are a limited number of tickets held for each performance which are only available to purchase in person 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 ticketing information specific to the show you want to see, visit the respective show page or contact our Box Office team on [email protected].

Tickets for productions at Nimax owned-theatres (Apollo, Duchess, Garrick, Lyric, Palace and Vaudeville Theatres) 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 and is included in the advertised price – there are no hidden fees when booking direct.

Tickets for productions @sohoplace include a sustainability levy and (where applicable) a booking fee. This will be made clear at the time of booking.

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

Latecomers may be admitted into the auditorium when a suitable break in the performance occurs but admission cannot always be guaranteed.

Most productions have a groups and/or schools and education rate. For groups of 10+ or education groups please speak to our Group booking line directly on 0330 333 4817 or  [email protected] and our team will be happy to help you.

The producers cannot guarantee the appearance of any particular artist at any performance. The schedule is subject to change and may be affected by contracts, holidays, illness or events beyond the producers’ control. No refunds or exchanges will be offered as a result of a cast member’s unavailability to perform at any performance.

If we receive any returns for a sold-out performance, we will make them available online to purchase. If any tickets are returned immediately before a performance, these will be offered to anyone queuing at the theatre in the hope of securing a ticket, on a first-come, first-served basis.

If your phone battery dies, you lose access to your email, or can’t open your e-tickets for any reason, simply head to the theatre box office when you arrive and our team will assist you.

There is no formal dress code at our theatres, you are welcome to wear whatever is comfortable. We kindly ask that clothing is respectful, weather-appropriate, and does not obstruct the view of others.

Photography, filming, and audio recording are strictly prohibited during all performances unless otherwise stated. You are welcome to take photos in the foyer or auditorium before the show begins, but please respect the comfort and privacy of fellow audience members.

You may be permitted to leave and re-enter during a suitable break in the performance, but this is at the discretion of the venue staff and subject to the show’s latecomer and re-entry policy. Re-admittance cannot always be guaranteed.

In the unlikely event of a cancellation, our Box Office and Customer Services teams will contact affected customers as soon as possible to offer an exchange or refund.

If you have selected Print-At-Home tickets, you will be able to print your tickets at home, or show the ticket on your phone.

If you have selected E-tickets, these are digital tickets that cannot be printed. If you would like to check or change your ticket type, please contact our Customer Services team at [email protected] or on 0330 333 4815.

If you have any issues with presenting your tickets on arrival, please go to the theatre box office and our team will assist you.

Tickets are non-transferable for commercial resale, but you may pass them on to a friend or family member. Some restrictions may apply for discounted or access tickets.

No. You can check out as a guest, but creating an account allows you to view past bookings and access your tickets more easily.

Please check your spam or junk folder first. If you still can’t find it, contact our Customer Services team on 0330 333 4815 or [email protected].

Tickets purchased through unauthorised sellers or resale platforms may be invalid. We recommend buying only from Nimax Theatres or approved partners to avoid disappointment.

We recommend arriving at least 30 minutes before the performance start time to allow time for security checks and getting settled.

We do not offer concessions on our tickets, but most shows will have a range of prices available depending on where you sit. Many of our shows will have Groups and Access discounts. Some productions may run offers and discounts – check individual show pages or contact our Box Office for the most up-to-date offers, or join our mailing list for updates about new shows, exclusive offers, and theatre news.

Many of our shows offer accessible performances; audio described, captioned, relaxed/autism friendly and BSL interpreted performances. For further information on these performances please visit our accessibility page.

If you require additional seating or have any questions about access at any of our venues, please don’t hesitate to contact our Access Team via email [email protected] or call 0330 333 4815.

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 your visit as comfortable and enjoyable as possible. Call: 0330 333 4815 or email: [email protected]. Details on wheelchair access and hearing systems for the theatres can also be found on the accessibility page.

Please note we do not currently have an induction loop system, we apologise for any inconvenience.

Face coverings are not required, but you are welcome to wear one if you wish.

All Nimax Theatres have step-free or wheelchair-accessible routes, though access may vary by venue and auditorium.

Detailed access information for each theatre is available on our accessibility page, or our access team will be happy to advise you. Please call 0330 333 4815 or email [email protected].

If you require the assistance of a companion or personal assistant to attend the performance, we offer a price reduction on yours and your carer/companion’s tickets, subject to availability. Access tickets can be booked online through the show pages, or contact our Access Team on 0330 333 4815 or at [email protected] to discuss your booking and ensure we can meet your access requirements.

Yes, assistance dogs are welcome at all of our venues. If you are bringing a registered assistance dog, please let us know in advance so we can make the appropriate arrangements. In some theatres, it may be possible for your dog to remain with you during the performance; in others, our staff will be happy to care for them just outside the auditorium.

Each of our theatres has accessible toilet facilities either in-venue or close by, and these are signposted and available to all guests who need them. Some venues also have gender-neutral toilets available. More details for each theatre can be found on our accessibility page. If you have specific requirements, please contact our Access Team before your visit and we’ll do our best to support you.

Most of our theatres are equipped with infrared hearing systems to assist patrons with hearing loss. These systems require a compatible headset, which can be collected from the Box Office on arrival — just ask a member of staff. Please note that we do not have induction loop systems at our venues. For full details of available hearing support at each theatre, please visit our accessibility page or contact our access team on 0330 333 4815 or at [email protected].

All our theatres have access-trained staff and most have a designated Access Host for each performance. Ask any member of Nimax staff for assistance and a member of the team will be happy to help.

Many of our theatre bars are accessible, however some are accessed only by steps or do not have dropped counters. If this is the case, the Access Host will be happy to assist you in placing your order and bringing your drinks to you.

All of our theatres are located in central London, with nearby London Underground stations and bus stops. For detailed information on accessible travel, we recommend visiting Transport for London’s Accessibility Hub and Accessibility maps and guides.

If you’re travelling by car with a valid Blue Badge, certain parking bays are available nearby. For more information, visit Parking for Blue Badges.

Yes. Most of our venues have designated wheelchair spaces where you can remain in your wheelchair throughout the performance.

Yes. If you would prefer to transfer into a seat, we can reserve an appropriate space and store your wheelchair nearby. Please inform our Access Team when booking.

Access varies by venue. For detailed access information, including bar and toilet access, please visit our Accessibility page or contact our Access Team.

Where possible, we provide Visual Stories to support relaxed or autism-friendly performances. Please check the individual show page or contact us for availability.

Touch Tours are usually offered before audio-described performances and relaxed performances. Please check the show’s access schedule or contact our Access Team to find out more.

Only food and drink purchased at the theatre may be consumed on the premises, any food and drink purchased outside of the theatre is not permitted. Sealed bottles of water will be allowed. If necessary, please inform us of any special dietary requirements before your visit or speak to the Theatre Management on arrival at the theatre.

By purchasing access tickets you agree that any ticket(s) purchased at the concessionary rate will only be used by a disabled person (as defined by the Equality Act 2010) and their companion. We reserve the right to check proof of eligibility at the theatre and, in the event that valid proof of eligibility is not provided, refuse entry.

Proof of Eligibility can be, but not limited to, any of the following documentation:

• Front page of DLA / PIP (no specific rate)
• Certificate of Visual Impairment
• War Disablement Pension
• AFIP (Armed Forces Independence Payment)
• Continuing Healthcare Package
• Dual Sensory Impairment
• Blue Badge
• Disabled Railcard
• CEA Card
• Nimbus CredAbility/ Access Card
• Recognised Assistance Dog ID Card
• Document with a ‘+1’ symbol
• Any other International Disability Document

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.

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.

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 Theatre Management on arrival at the theatre.

Only food and drink purchased at the theatre may be consumed on the premises, any food and drink purchased outside of the theatre is not permitted. Sealed bottles of water will be allowed. If necessary, please inform us of any special dietary requirements before your visit or speak to the Theatre Management on arrival at the theatre.

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 also not permitted in any of our theatres. Sealed bottles of water will be allowed.

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 on our Contact Us page.

If you’re driving into the West End to see a show, there are many car parks available around each of our theatres. However, we are not affiliated with any parking companies and do not endorse any specific providers.

For access patrons however, we do recommend looking at Parking for Blue Badges, where certain parking bays are set aside exclusively for holders of a valid permit.

Alternatively, if you are able, we encourage using public transportation, biking or walking around central London.

Some of our venues may be available for hire depending on availability and production schedules. Please contact [email protected].

Yes, all our venues have toilet facilities. Please speak to a member of staff to be directed to nearby toilets on arrival.

Pushchairs and buggies are not permitted inside the auditorium but can be left in the cloakroom or a designated storage area, subject to space and at your own risk. For children’s shows, there will be a designated buggy-park on site at the theatre – please leave ample time when arriving as buggy-parks are often in high demand and may have queues.

Wi-Fi is not currently available for public use in our theatres.

For the comfort of all guests, decorations such as balloons, banners, or large props are not permitted inside the auditorium.

Booster seats are available at most venues on a first-come, first-served basis. Please speak to a member of the Front of House team on arrival.

Visit our Explore Our Theatres page for details on transport options for all our theatres.

Details of current vacancies can be found on our Careers page.

You can purchase show merchandise from the merchandise stands in our theatres. This may vary depending on the production, please ask the venue staff if you have any questions about merchandise.

Unfortunately, due to the volume of such requests, this isn’t something we are able to offer at this time.

Nimax Theatres does not handle creative or casting enquiries. If you would like to get in touch with the production company, please refer to the official show website or programme for contact details.

The best way to stay up to date with new show announcements is to sign up to our mailing list and follow us on social media. We’ll always share details as soon as shows go on sale, including priority booking information where available.

We don’t currently offer regular backstage tours to the public.

Some of our venues may be available for professional filming or photography, subject to approval and availability. Please email [email protected] with your enquiry, including as many details as possible about your project.

Signed merchandise is not always available, and availability varies by production. We recommend asking at the theatre’s merchandise stand on the day of your visit. Unfortunately, we’re unable to offer signed items by request.

Congratulations! Proposals during performances generally aren’t permitted as they can be disruptive to the show and other audience members. If you’re planning a special moment as part of your theatre trip, contact our team at [email protected] and we may be able to help you celebrate in a suitable way.

Some shows may offer designated singalong or relaxed performances. These are advertised on the show’s page or official website. Outside of those events, we kindly ask that audience members refrain from singing along during the performance.

Dressing up can be part of the fun, but we ask that costumes are respectful, safe, and don’t obstruct anyone else’s view. Masks that cover the full face or large props may not be permitted inside the auditorium.

We don’t currently offer a formal work experience or internship programme. Keep an eye on our Careers page and social media for any future recruitment updates.

We’re not able to accept or pass on gifts to cast members, but we appreciate the thought! The best way to share your support is by sending fan mail via the production’s official channels.

We’d love to see it! Feel free to tag us on social media or email your creation to [email protected]. While we can’t always share or respond to every submission, we’re always thrilled to see the creative work our audiences are inspired to make.

For ticketing or booking enquiries, please contact [email protected].

For everything else, you can reach us at [email protected] and we’ll be happy to help or point you in the right direction.

For ticketing enquiries and feedback contact: [email protected]
For all non-ticketing related enquiries and feedback regarding a specific theatre please contact us at:

Apollo Theatre, Shaftesbury Avenue, London, W1D 7EZ
[email protected]

Duchess Theatre, 3-5 Catherine Street, London, WC2 5LA
[email protected]

Garrick Theatre, 2 Charing Cross Road, London, WC2H 0HH
[email protected]

Lyric Theatre, 29 Shaftesbury Avenue, London, W1D 4ES
[email protected]

Palace Theatre, 113 Shaftesbury Avenue, London, W1D 5AY
[email protected]

Vaudeville Theatre, 404 Strand, London, WC2R 0NB
[email protected]

@sohoplace, 4 Soho Place, Charing Cross Rd, London, W1D 3BG
[email protected]