Frequently Asked Questions

Frequently Asked Questions

What should I do if I can’t find the tickets I’m looking for on the website?

From time to time, you may find that the tickets you’re looking for are not available on the website. This may be because a particular performance has sold out, or a special offer has a limited number of tickets to book online or the theatre is holding a selected block of seats for later release.

What does face value and booking fee mean?

The face value is the price set by the event’s producer, venue or promoter before the addition of any booking fees, service charges or other extra costs.

The booking fee is calculated as a percentage of the price of each ticket, which is added on top of the ticket’s face value to cover both our costs of sale and as a charge for the service provided. Shows In London will always make it clear if there is a booking fee added on to the face value of any ticket.

Can I get extra discounts for group bookings?

You can get further discounts on many shows when making a group booking. There are additional special rates for student and educational groups also available. Please click on the links for more information and examples of the discount rates on offer.

Please email us on [email protected] with your request, and we’ll get in touch with you with more details.

What happens after I’ve made a booking?

You should receive a booking confirmation by email within 24 hours of making your purchase. Please ensure you check your Junk or Spam folders, as sometimes the emails end up here.

When will I receive my tickets?

  • Customers booking at short notice: if you have booked your tickets within 5 days of the performance date
  • International customers: if you are based outside of the UK or Northern Ireland

Your tickets will be delivered to the theatre box office for you to collect before the show. Please take a copy of your email confirmation and your payment card for use as proof of purchase. Tickets will be available from 60 minutes before the performance start time. Your email confirmation after booking will confirm this.

  • Customers in the UK booking in advance: if you live in the UK or Northern Ireland and have booked your tickets over 5 days in advance

Your tickets will be delivered to you by standard Royal Mail, to the registered billing address of the credit or debit card used for the transaction. Please allow 5 working days from the time of making your booking to receive your tickets. Your email confirmation after booking will confirm this. (Please note that for a few special events, the venues may not release tickets until nearer the performance date.)

My tickets haven’t arrived in the post. What should I do?

Please email us so we can help make alternative arrangements.

I’ve lost my tickets. What should I do?

Please email us –  we might be able to make alternative arrangements.

What time should I arrive at the theatre?

We would advise that you should arrive about 30 minutes prior to the show starting, especially if you need to collect your tickets from the box office. Do double check you tickets or booking confirmation to ensure you know the correct starting time. Once you’re there, you can settle down in comfort – buy a programme to get to the show a bit better or order yourself a drink at the bar.

Can I cancel/exchange my tickets?

Tickets, Packages and Gift Vouchers cannot be exchanged or cancelled, unless Cancellation Protection is also purchased at the time of the booking. Full Cancellation Protection Terms and Conditions can be found by clicking here.

I have not received my email confirmation?

If you do not receive an email confirmation within 24 hours please check your Junk/Spam folder as your email provider may have filtered this out by accident. If you cannot find your email confirmation, please send a message to [email protected] and we will reply to your email with a duplicate booking confirmation.

Can I take my children/baby to the theatre?

Each show has a recommended minimum age – please check the show details.

Typically theatre shows are not suitable for under 7’s due to the nature and length of the show. Some family shows and children’s shows are suitable for younger children, however, babies are generally not admitted.

What is cancellation protection?

As tickets are non-refundable, cancellation protection covers you for up to £200 per person for any unused booking if you are unable to attend due to accident, illness, certain emergencies or failure of public transport. For full terms and conditions please click here.

Can I join your mailing list for new shows and special offer notifications?

Yes, we would love to let you know about all the fantastic deals that Shows in London are able to offer and news of new upcoming shows or exciting cast announcements. Please sign up to receive our latest news and offers by entering your e-mail address in the box at the bottom right of our home page.

What are the telephone booking opening hours?

Monday to Fridays 10 a.m. to 6 p.m.

Do you offer concessions?

From time to time some shows will offer children’s concessions, but it is quite rare and typically only happens for children’s shows at Christmas.

Special access seats

For special needs access seats for disabled customers, due to the different access requirements and the facilities at each theatre you will need to contact them on their dedicated helplines:

Disabled access telephone lines:

Adelphi Theatre                       0844 412 4648

Aldwych Theatre                     020 7836 5537

Ambassadors Theatre            020 7395 5405

Apollo Theatre                         0844 412 4648

Apollo Victoria Theatre           0207 828 7074

Cambridge Theatre                 0844 412 4648

Criterion Theatre                     0844 815 6131

Dominion Theatre                   020 7927 0929

Duchess Theatre                    0844 482 9677

Duke Of York’s Theatre         0844 8717677

Fortune Theatre                      0844 871 7677

Garrick Theatre                      0844 412 4648

Gielgud Theatre                      0844 482 5137

Harold Pinter Theatre             0844 871 7677

Her Majesty’s Theatre            0844 412 4648

Lyceum Theatre                     0844 871 3006

Lyric Theatre                           0844 412 4648

New London Theatre              0844 412 4648

Noel Coward Theatre             0844 482 5137

Novello Theatre                      0844 482 5137

Palace Theatre                       0844 482 9677

Phoenix Theatre                     0844 871 7677

Piccadilly Theatre                   0844 871 7677

Playhouse Theatre                  0844 871 7677

Prince Edward Theatre           0844 482 5137

Prince Of Wales Theatre        0844 482 5137

Queen’s Theatre                     0207 395 5243

Sadler’s Wells                         0844 412 4300

Savoy Theatre                        0844 8713046

Shaftesbury Theatre               020 7379 5399

St Martin’s Theatre                 0844 499 1515

Theatre Royal Drury Lane      0844 412 4648

Theatre Royal Haymarket      020 7930 8800

Vaudeville Theatre                  0844 482 9677

Victoria Palace Theatre          020 7834 1170

Wyndham’s Theatre               0844 482 5137


If you have any other questions, please don’t hesitate to get in touch – we’re help to help. You can email us on [email protected].