210 Shaftesbury Avenue, London, WC2H 8DP 020 7379 5399


Our answers to Frequently Asked Questions can be found below.

If you can’t find the answer to your question, please get in touch via our contact details at the bottom of the page.


Box Office

What time does the Box Office open?

The Theatre’s Box Office is currently open Monday to Saturday, 12pm to 7:30pm. These times may vary.

Do you accept Theatre Tokens?

Yes, we both accept and sell UK Theatre tokens.

When will my tickets be posted out to me?

Tickets are usually posted out two working days after the booking is made. If the booking is for a performance less than two weeks away then the tickets will instead be held at the Box Office for collection.

When can I collect my Care Of the Box Office tickets?

Care of Box Office tickets are to be collected on the day of your performance from 5pm.

I have lost my tickets, what can I do?

Please bring identification and some proof of purchase and duplicate tickets can be printed for you at the Box Office on the night.

Can I upgrade my seats on the night?

On certain performances seat upgrades may be available on the night from the Box Office. Upgrades, if available, will cost £15

Why am I charged a restoration levy?

The restoration levy contributes to the ongoing upkeep and improvement of this beautiful listed theatre. Projects such as our award winning new fly tower would not have been possible without the introduction of this levy and it helps to ensure the venue’s future as a place for first class entertainment in the West End.

Since booking my tickets my needs have changed owing to an injury, can I change my tickets?

Please contact the Box Office directly on 0207 379 5399 and we will do our best to accommodate your new requirements.

Do you have a lift?

Unfortunately the Theatre does not have a lift at present however it is an issue we are looking to address within the confines of our listed status as part of our overall Front of House Development project. For more information please visit the Access Information page of our website under Your Visit.

Is there a dress code for the Theatre?

There is no specific dress code for shows at the Shaftesbury.

Do I need ID to collect my tickets?

Please bring with you the card you used to purchase the tickets if collecting them from the Box Office.


Front of House

What security precautions do you have in place?

Following recent events and in line with our company policy we constantly review and assess our security procedures. We employ trained security staff on all performances for the safety and security of our patrons.

Can I take bags into the Theatre?

We would discourage any bags larger than 35(W)x17(D)x42(H) cm, approximately the size of a standard rucksack, being brought to the venue. Suitcases are not permitted inside the auditorium and we have no cloakroom facilities. Please make other arrangements for suitcases or large rucksacks before arriving at the theatre. Bag searches are conducted on all bags.

Do you have a cloakroom?

Unfortunately we do not have cloakroom facilities.

Will the cast do announcements from stage for birthdays, anniversaries, etc?

Unfortunately there is no opportunity for announcements to be made from stage due to the nature of the show.

Will the show take song requests?

Unfortunately the show does not allow for song requests to be accommodated.

Can I bring drinks and food from home into the Theatre?

No alcoholic drinks are permitted to be brought in from outside. No hot or cold food other than sweets and snacks will be permitted inside the auditorium for the consideration of other patrons.

Can I take my drink outside?

Yes you can but only if it’s in a plastic cup/tumbler.

What hospitality options do you have?

A full range of hospitality options are available on the Hospitality & VIP Packages page of our website, under Your Visit. *Please note during this period of extensive theatre refurbishment certain hospitality packages may be limited at this time.*

Can I vape inside the Theatre?

No vaping is allowed in the Theatre. However we do allow patrons to go outside during the interval to vape or smoke, please take your ticket with you.

Can I order drinks for the interval?

Yes all our bars take interval orders.

Can I go outside to smoke?

We do allow patrons to go out to smoke or vape outside at the interval. Please take your ticket with you.

What is your latecomers policy?

Latecomers will be held and omitted at a suitable break in the performance. If it is disruptive to seat you in your original seat during the performance another alternative seat may be found for you until the interval at which time you can retake your original seat. The latecomers policy is subject to change for each new show and at the producer’s request.

Can I buy merchandise/ a programme on-line and have you send it to me?

Merchandise for the show is only available to purchase in the Theatre directly.

Can I sit where I want once the show has started?

No you must remain in your allocated seats. If there is an issue with your seats please notify an usher or member of staff who may be able to assist you, alternatively upgrades may be available on the night from the Box Office for a small fee.

Can I still buy a drink once the show has started?

The bars are closed whilst the show is on in order to restock and prepare for the interval.

Do you have booster seats available?

Booster seats are available free of charge, please speak to a member of staff.



Do you give out tickets as raffle prizes for charity?

We do sometimes give out tickets to people raising money for charity. There are certain restrictions on how much we can do this, but please get in touch if you’d like to check.

Do you have a work experience scheme?

We do host work experience students on occasion, depending on what is going on at the Theatre at the time. These placements are intended to show students the workings of a commercial theatre business and are not performance based. For show related placements, such as in Wardrobe, Wigs or Make-Up, Stage Management, Design or Direction, please contact the producers or general managers of the show directly.

Can I hire the Theatre for my event?

Please visit the ‘Hire the Theatre’ page under ‘About Us’ for more specific information.

What is your Lost Property policy?

All lost property is held at the Stage Door. If you have lost something at the Theatre, please call them on 02073793345 to ask about your item. Items can be picked up from the Stage Door during usual opening hours. All items are held for 3 months. After this time they may be destroyed or returned to a point of source, such as to the DVLA for driving licences. Any cash that is unclaimed after 3 months will be donated to charity.

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