Frequently Asked Questions

Please find the answers to our frequently asked questions below;

How do I book tickets for an event at The Grange Theatre?

Our box office is run and managed by Ticketsource Book Online: www.thegrangetheatre.com/boxoffice We sell some tickets via Eventbrite and Ticketmaster for specific but not all events.
Are there booking fees in addition to the ticket price?

No we include all booking fees into the ticket prices as we believe in what you see is what you pay. You still have paid a booking fee within the ticket price. In some instances this small fee is non refundable. This would be the case for any refunds that are done by management where the show is not cancelled. If you wish to book over the telephone, there is a small non refundable fee that includes postage of your tickets.
Do I need to print my e-tickets?

We encourage you to print as little as possible to help us reduce waste. However, we do need to scan customer tickets upon arrival at the theatre. We suggest downloading your ticket to your phone or adding it to your Google or Apple Wallet. If this is not an option, TicketSource can send you physical tickets, or you can print the ticket yourself.
I have ordered tickets to be posted to us over the phone and they havent arrived yet. What can I do?

Please allow extra time for the tickets to arrive by post. We will have your booking on our list so please dont worry. You can call our box office 01606 539040 (Option 1) to ask about your postal tickets should you be worried about these.
I have not received my E-tickets via email - what can I do?

Please check your junk mail folders for your tickets in the first instance. You can request new tickets to your event by visiting the dedicated Help & Support page at Ticketsource. You can email our team at Theatre@thegrangetheatre.com. We will verify your email address and resend your tickets. Please note that we are a small team, and there may be a delay in our response.
How do I exchange my tickets for another show?

Click here to see how to you can exchange your tickets directly through TicketSource! We will exchange tickets for the same production/event where possible. These are on a case by case basis and subject to availability. We are unable to exchange tickets or give credit for another production as each one is handled by a different box office account. Only an email from the original person booking the tickets will be responded to for any exchanges. Please contact the venue by using: Contact Us
How do we get a refund for a show please?

All tickets are non refundable unless in the case of a cancelled event/show. In this case your tickets will be automatically refunded with an email from theatre@thegrangetheatre.com We offer booking protect insurance at the checkout for each booking which we highly recommend as this insures you against illness and many other instances.
We want to give our tickets to someone else or sell them - can we do this?

You can resell or give your tickets to someone else. But we would like to point out the following; Booking Protect Insurance doesnt transfer to a newly named person Any cancelled show refunds would automatically go back to the original customers bank The new customer wouldnt receive any updates/changes in terms No exchanges are permitted to a third party (ticket holder using a different email address) Tickets are scanned/checked at the venue and any duplicates are void
Is there somewhere I could resell my tickets?

Yes we have created a facebook group for this purpose: https://www.facebook.com/groups/grangetheatretickets This is managed and moderated by the venue. Any ticket selling posts on our main page are automatically deleted.
Can I buy tickets on the door for a performance?

Yes you are able to buy tickets on the door for the performance that day only. It is not currently possible to add on booking protection when purchasing on the door. We recommend booking online if this is something you would like to add onto your booking. We accept card only for door sales. You can only purchase tickets for the current production on the door of the theatre.
Is there a cloakroom?

We do not operate a cloakroom at the theatre.
What time can I arrive to the theatre?

The theatre foyer and bar is open 30 mins before each performance time. You can enjoy a drink from the bar at this time and pre-order for the interval too.
Where can I leave pushchairs and buggies?

We dont allow any pushchairs or buggies into the theatre auditorium due to space and fire safety. You can leave these in the theatre foyer as guided by the venue staff.
What happens if I arrive late?

We understand that arriving late is sometimes unavoidable. Upon arrival please make yourself known to a member of staff who will advise you when to enter the theatre. Each show has specific latecomer points when we try to get latecomers seated during the applause points. Please be aware though that some shows do not allow latecomers.
Can I take photographs and Videos of the performances?

No, the Theatre's policy states that unless we announce otherwise, photography and filming is not permitted in the theatre once a show has started out of respect to the performers, for the safeguarding of young performers, GDPR and due to copyright. We do however encourage all customers to have pre-show theatre selfie; tag us @grangetheatre / @grange_theatre. We're on Instagram and Facebook.
Where are the toilets situated?

We have additional toilets for busier shows. These are signposted as required. The show relay and announcements plays in all toilets. If you require a wheelchair user or accessible toilet, please see one of the theatre staff who will be able to assist you.
Where do I park?

Please see our "Parking / Where to Find Us" page under the About tab.
Is there free customer Wi-Fi at the theatre?

Sadly at the moment this isnt ready for our customers. We are working on this at the moment with new access points already installed for this. As soon as we are ready we will announce this and update our website.
How do I know if the show I have tickets for is cancelled or postponed?

We have a page on our website dedicated to show & event status. This shows if an event has had a programming change and the reason for it. We would also contact all customers via email who would be affected by any changes to the event they have booked. www.thegrangetheatre.com/eventstatus
I have tickets for a show that has been cancelled. Will I receive a refund?

Yes for all cancelled events, you will be automatically refunded via the original payment method from our box office. Please allow up to 14 working days for these funds to appear back into your account. These refunds are in conjunction with the terms and conditions of purchase.
I have pre-ordered refreshments for a cancelled show? What happens now?

You will recieve a full refund for your order excluding a 2.5% card transaction fee which is non refundable. Please allow some time for these to be processed.
We have purchased booking protect - how do we claim for a refund?

This is separate from the venue box office and we ask you to follow the documentation sent to you. You will need your booking reference and we ask you to start this process before the date and time of the performance. Please follow: https://bookingprotect.com/apply-for-a-refund/
What does Booking Protect cover?

A full list of what Booking Protect covers can be found here: https://bookingprotect.com/our-product/what-we-cover/ And a full list of Coronavirus cover can be found here: https://bookingprotect.com/coronavirus-guidance/