FAQs

BOOKING TICKETS

How can I book tickets?

ONLINE

There are no booking fees online.

Go to the WHAT'S ON page & select the show you want to see.

 

TELEPHONE

KX Tickets (General Enquiries): 0333 320 1663

We are open from 9am until 9pm every day. Calls cost 7p per minute, plus your standard network rate.

 

AT THE VENUE

Check venue information to find out when the venue box office open for ticket sales.

 

Can I select my seats?

Yes. If your device is compatible a live seating plan will be available from which you can choose your own seats. If you are unable to load this on your device, or if you would rather have the best available seats chosen for you, then your seats will be selected for you after asking you a range of questions regarding your preferences.

Can I buy tickets for someone else?

If you buy tickets for somebody else, or an individual other than the person purchasing the tickets will be collecting them, please fill in the appropriate field whilst creating your booking. Alternatively, please contact the Box Office on the relevant number above, or by email at [email protected]. Without letting us know in advance it will not be possible for people to pick up tickets without the confirmation email, reference number, or card that was used to purchase the tickets.

What are the booking fees?

If you book by phone there is a booking fee of £2 per ticket. There are no fees at all if you book online or in person at one of our venue Box Offices. There are a no fees whatsoever if you choose the ‘Print at Home ‘option. However, please note that we may not be able to provide the 'Print at Home' feature for all productions.

What is the delivery fee?

There is a dispatch fee of £1.75 for all bookings that are printed by KX Tickets to be sent via post or collected from the Box Office. If you book online and choose the 'print at home' option, you can print your tickets immediately, without paying the dispatch fee. If you choose to have your tickets posted to you, your tickets will arrive no later than five days prior to the performance. If you book less than five days prior to the performance, you will need to collect your tickets from the Box Office. We are unable to post tickets to addresses outside the UK. Please note that we may not be able to provide the 'Print at Home' feature for all prodcutions.


PAYMENT

Can I pay using my debit/credit card?

We can accept Visa Credit, Visa Debit, Switch and Mastercard. We are currently unable to take payments from American Express cards.

Do you accept SOLT tokens?

Yes. KX Tickets can accept SOLT tokens for ticket purchases over the telephone or in person. Please note we are unable to accept vouchers for online bookings.

Can I pay using my Paypal account?

We are unfortunately unable to take Paypal payments.


YOUR TICKETS

When will my tickets arrive?

Print at Home tickets will be sent via email once payment has been made and the booking confirmed. If your tickets are being delivered by post they will arrive no later than five days prior to the performance. If you book less than five days prior to the performance, you will need to select ‘print at home’ or collect your tickets from the Box Office. If your tickets have not arrived five days prior to the performance, please contact [email protected] to arrange duplicates which will be held at the venue Box Office for you to collect.

How do I arrange replacement tickets?

If your tickets have been lost or damaged, please contact the ticketing agent you booked with. If you booked with KX Tickets, please let us know as soon as possible. We are unable to post reprinted tickets and you will need to collect them in person from the venue Box Office prior to the performance. We will need to see your confirmation email, reference number, or the card you originally paid with before we can reissue your tickets. There is a reprint fee of £1.50 per ticket.

Can I exchange my tickets?

We may be able to transfer your tickets to an alternative performance of the same production in certain circumstances. Exchanges cannot be made fewer than 48 hours prior to the start of the performance and is always at the final discretion of the venue Box Office Manager. There will be a £1.50 admin fee per ticket to cover the incurred costs of providing this service. The new tickets can only be allocated to seats of the same price, or greater upon payment of the difference in value.  We are unable to post exchanged tickets and you will need to collect them in person from the venue Box Office prior to the performance. Please note that you will need to return the original tickets by post or in person before we can issue any exchanged tickets.

Can I get a refund for my tickets?

Once you have purchased tickets they cannot be refunded, unless the performance has been cancelled or rescheduled. KX Tickets is not liable for adverse weather conditions, travel arrangements, or other factors that may cause you to request a refund.

What should I do if I haven’t received an email confirmation?

Please check your 'junk' or 'spam' folders. If your confirmation email has been delivered to one of these folders, please add our address to your saved contacts. If you haven't received a confirmation email at all, please email [email protected] and your confirmation email can be re-sent.


COMPLAINTS

I need to make a complaint, who should I contact?

If you have a grievance then please contact [email protected] and inform us of the nature of your complaint. Please supply as much information as you can (date/time/order number etc.) Your message will be reviewed and you will recieve a response within 48 hours. If we are unable to resolve the dispute we will pass it on to the appropriate people who can (venue/producer/agent) or to a suitable higher authority within the business.

If we are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members. You can reach STAR on 01904 234 737, or +44 1904 234737 if calling from outside the UK (10am-5pm Monday to Friday), or by completing the complaints form or email [email protected]. If you’d prefer to write to them, their address is:

Society of Ticket Agents and Retailers

PO Box 708

St Leonard's Place

York

YO1 0GT

As an online trader, pursuant to European Union legislation, you may use the following link to the European Commission's Online Dispute Resolution platform HERE, where you can access further information about online dispute resolution.


ACCESS

Please see our dedicated page for access bookings kxtickets.com/access



RESTRICTIONS & RECCOMMENDATIONS

Is there an age recommendation for the theatre?

Children under two years of age will not be admitted to a venue, for any performance except those clearly marked as FAMILY – SUITABLE FOR ALL AGES. Other restrictions may apply depending on which production you are booking for. Please check before purchasing your tickets. Should the performance allow babes-in-arms, (when clearly marked as FAMILY – SUITABLE FOR ALL AGES) they must have a seat paid for at full price unless there is a specific concessionary price and instruction labelled for the show.

What is the latecomers policy? Can I be re-admitted if I leave?

The latecomers and readmittance policy will differ depending on the production. Please visit the corresponding show information section which you can navigate to from the WHATS ON page; or call our sales teams for information.

Can I take photos/film/record sound of the performance?

It is illegal under UK copyright law to record any aspect of the performance.


TERMS & CONDITIONS

The full T’s & C’s can be found at kxtickets.com/ticketing-terms-conditions. By purchasing tickets you agree to our terms and conditions.