How will I receive my tickets? There are different ways for you to receive your tickets depending on the venue that you choose. The available ticket delivery options might include e-ticket (for you to print at home), by post or collect at the venue. I don’t have my confirmation email – what do I do? You should receive an email shortly after booking with a link to download your e-ticket. If you don’t receive your email, please check your junk or spam, as sometimes emails can end up there by mistake. If you definitely haven’t received your confirmation email, please contact our customer service team on 0330 058 1585 or email firstname.lastname@example.org. We’re available from 9am-6pm Mon-Fri and 9am-5pm weekends and bank holidays. I have chosen to receive my tickets by post, when will they arrive? Your tickets will be dispatched by Royal Mail 2nd Class post as soon as possible. You should usually receive your tickets within 4 working days after booking. If you don't receive your tickets 72 hours before the event, please contact our customer services team on 0330 058 1585 or email email@example.com. We’re available from 9am-6pm Mon-Fri and 9am-5pm weekends and bank holidays. I have chosen to collect my tickets from the venue, where and when do I collect my tickets? Please collect your tickets in person at the venue's box office up to 60 minutes prior to the event. Please note that some venues do not print tickets earlier than the date of the event. Please contact our customer services team if you have any questions. In order to pick up your tickets, you may be required to present: - A valid photo ID, driver's license or passport. - The credit card you used to purchase the tickets. - Your booking reference number. Can someone else collect the tickets or attend the show instead of me? Some venues might need you to give the person picking the tickets up a letter to confirm that this is OK. Please drop us an email at firstname.lastname@example.org and we will do our best to help out. Do I need to print my e-ticket? You should receive an email shortly after booking with a link to download your e-ticket. You must print out the tickets before you come to see the show. Can I make changes to my booking details after the booking has been completed? If you need to change details on your booking, please contact our customer services team at email@example.com. Please note we cannot refund tickets once they have been booked. Can I have a refund for my tickets? No, tickets are not refundable. If you can no longer attend your booked performance, we’ll do our best to help you if we can. Every venue has a different exchange policy, so to find out if we can help you, please call our customer service team on 0330 058 1585. We’re available from 9am-6pm Mon-Fri and 9am-5pm weekends and bank holidays. Can I exchange my tickets for a different performance? We know that plans can quickly change when you have a young family, so we’ll always try our best to help if you need to exchange your tickets to another performance. Every venue has a different exchange policy, so to find out if we can help you, please call our customer service team on 0330 058 1585. We’re available from 9am-6pm Mon-Fri and 9am-5pm weekends and bank holidays. How can I ensure my tickets are from a genuine agent and that my purchase will go well? We are members of STAR (Secure Tickets from Authorised Retailers). Buying from STAR members guarantees certain things. STAR members undertake to: - Clearly identify the face value of any tickets purchased and any additional booking fees - Highlight any terms and conditions, including transferability, cancellation and viewing restrictions - Handle bookings in a polite and courteous manner, giving the highest standards of professional service - STAR represents most of the major ticket agents and numerous venue box offices around the UK. - Membership of STAR can be recognised by the use of the STAR kitemark and a list of members is available at www.star.org.uk or by phoning the STAR helpline (0844 879 4272).