Ticket delivery and collection

Ticket delivery at a glance

Most theatre tickets are now e-tickets or mobile tickets. In other words, you'll usually receive them by email and show them on your phone when you arrive. Super easy!

You'll often receive tickets 24 hours before the show, and sometimes on the morning of your performance.

If you ever want to double-check what type of ticket you'll receive (or when it'll arrive), just ring us on 020 7193 9050 and we'll talk you through it.

Most tickets are e-tickets (scan on your phone)

An e-ticket is normally a PDF (or similar) with a barcode/QR code.

How it works:

We email your tickets to you (sometimes via the venue or the official ticketing system).
On arrival, staff scan the barcode/QR code.
You head in and find your seats.

Top tips for showing tickets on your phone:

Turn your screen brightness up before you reach the door staff.
If you're worried about signal, download the PDF to your phone in advance, or you can even screenshot the tickets (if possible) and save to your photos on your phone.
If you're coming as a group, it can help to have all tickets saved in one place (or share them with each person).

Mobile tickets (add to Apple Wallet or Google Wallet)

Some tickets arrive as mobile tickets, which means you add them to your phone's wallet app.

Why people like these:

They're quick to access at the theatre door.
They often work even if your signal is patchy (once added to your wallet).

Tip: Add them to your wallet as soon as you receive them, so you're not doing it in a rush outside the theatre.

Can I print my tickets?

Often, yes, but not always.

Some e-tickets come as a PDF, and you can print them at home (A4 is fine). Other tickets are strictly mobile, which means they have to be shown on your phone and won't work as a printout.

If you do print, keep it simple: clear paper copy, no folds across the barcode/QR code. If you're unsure, using your phone is usually the safest option.

Box office collection (rare, but still happens)

Every now and then, tickets are held at the theatre for you to collect.

If yours are box office collection:

Arrive a little earlier than you normally would, especially for busy West End shows
Bring your booking confirmation and the card you paid with
Some theatres may ask for photo ID, so it's worth having it with you

Postal delivery (very rare now)

It's unusual these days, but a small number of bookings still use post.

If your tickets are being posted:

Double-check your address at the time you book
Allow extra time if it's a busy period (school holidays and Christmas can slow things down)
If they feel late, ring us and we'll help you track what's happening

When will I receive my tickets?

There isn't one rule, because it depends on the venue and the ticket type. That said, it's completely normal for tickets to arrive quite close to the performance.

You might receive them:

Straight away (or within a few hours)
A day or two after booking
24 hours before the show
On the morning of the show
Occasionally, even later on the day, depending on how that venue releases tickets

If you're booking for today, don't worry. Same-day e-tickets and mobile tickets are very common.

What if I can't find my tickets?

It happens a lot, and it's usually just an email hiding in the wrong place.

Quick checks:

Search your inbox for the show name, theatre name, or "ticket"
Check spam/junk and any "Promotions" style folders
Look out for a separate email from the venue's ticketing system (it won't always come from us)

If you still can't see them, ring us on 020 7193 9050 and we'll help you find them quickly.

Battery advice (worth doing)

Most people show tickets on their phone, so it's worth doing a couple of basics before you set off:

Charge your phone before you leave
If you have one, bring a small power bank
Save the ticket to your phone (download the PDF or add it to your wallet) so you're not relying on signal outside the theatre

If your phone dies completely, the box office can often help, but it's much easier if you've got your booking confirmation and some ID.

Need help?

If you're not sure what type of ticket you'll receive, you're travelling in from outside London, or you just want peace of mind, give us a ring on 020 7193 9050. We'll keep it simple and make sure you know exactly what to expect.

Delivery FAQs

Are tickets always e-tickets now?: Almost always, yes. Most customers receive e-tickets or mobile tickets.
Do I need to print my e-tickets?: Usually not. Most people just show tickets on their phone.
Will my tickets work without internet at the theatre?: If you've downloaded the PDF or added mobile tickets to your wallet, you're normally fine. We recommend saving them in advance.
Can I screenshot my tickets?: Sometimes a screenshot works, but not always. The safest option is the original PDF or the wallet ticket, saved on your phone.
What if the barcode won't scan?: Turn the brightness up and make sure your screen isn't cracked across the code. Staff can often try a different scanner angle too.
Can I transfer tickets to someone else?: It depends on the ticket type and venue rules. If you tell us what you've booked, we'll advise what's possible.
What if I've deleted the email with my tickets?: Ring us and we'll help you find the right place to retrieve them (or resend details if we can).
Do children need their own ticket on a phone?: Not usually. One adult can hold multiple tickets on one phone, unless the ticketing system requires individual transfers.
Where do I collect box office tickets?: At the theatre's box office. If you're unsure where that is, ask a member of staff outside the venue.
How early should I arrive if collecting tickets?: Earlier than normal, especially for popular shows. Queues can build up close to curtain-up.
Can tickets be posted to me?: Sometimes, but it's rare now. If post is involved, we'll make it clear during booking.
What if my posted tickets don't arrive?: Contact us as soon as you can. There are usually options to reissue or switch to collection, depending on the venue.
Will I get physical tickets?: Most tickets are digital, but some venues still issue printed tickets at the door or box office in certain cases.
Can you help if I'm travelling in and want everything sorted?: Yes. Ring us on 020 7193 9050 and we'll make sure you know exactly how your tickets will arrive and how to use them.

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