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Help Centre

Frequently asked questions

Most asked

We reopened for socially distanced performances of Dick Whittington in the Olivier Theatre in December, but have sadly had to cancel all performances since London moved into Tier 4.

We are keeping up to date with government advice and will communicate news about future performances to our audiences as soon as we can.

Ticketing, and safety measures for audiences are also available in the FAQs in this Help Centre.

If your performance takes place over 24 hours from now and you would like to exchange your tickets for a Credit Voucher:

  • Go to My Events (you will be prompted to login if you are not already)
  • Click the 'See details' button to select the performance, and you will find a link to a 'Return for credit voucher' form that will auto-populate your order details
  • Add your name and submit the form
  • You will be sent an email with details of a new credit voucher for the value of your tickets, or Box Office will contact you if your request cannot be processed automatically.

Please note the form referenced above can be used up to 24 hours before the performance start time. If you wish to return or exchange your tickets less than 24 hours before the performance start time, please contact the Box Office on [email protected]


Please note: For previoulsy announced performances at the National Theatre and in the West End
All customers for cancelled performances at the National Theatre should now have received an email from the Box Office team - if you've booked for any of these performances and have not received this please email [email protected] 

Performances of The Ocean at the End of the Lane at the Duke of York's Theatre, from 31 October 2020 to 5 February 2021 have been postponed and ticket holders have been contacted with details of credit vouchers, or refunds. The Ocean at the End of the Lane will now begin performances at the Duke of York’s Theatre from October 2021 for a limited season. Booking for the new performances opens in October 2020.

Performances of The Curious Incident of the Dog in the Night-Time at Troubadour Wembley Park have been postponed and ticket holders have been contacted with details of credit vouchers, or refunds.

We are keeping up to date with government advice and will communicate news about future performances to our audiences as soon as we can. 

Tickets can only be booked online, and are available up to 2 hours before a performance for shows taking place at the National Theatre. 
Ticket sales for venues other than the National Theatre close on the morning of the performance.

Unfortunately, tickets are no longer available in person, and only Access tickets may be booked over the phone on 0207 452 3961. 

Yes – aside from when you are eating or drinking, anyone aged 11+ please wear a face covering at all times, as will our staff. 

Rest assured, we are aware that some people cannot wear masks for health reasons. If this applies to you, click here to download a TfL exemption card. This card is not mandatory, but it will make your visit smoother as our teams can easily identify you as exempt. 

Our team will guide you through a socially distanced one-way route to your seats in the auditorium.  Rest assured our large, well-ventilated foyer spaces will give you lots of room to move around. All pre-ordered drinks and snacks will be available to collect on the way to your seats, and interval orders will be delivered to you during the break. 

Where necessary, we ask that you maintain a distance of 1m+ from other audience members where possible.  

While the capacity of the auditorium has been greatly reduced, you may still need to pass someone to take your seat, so please help reduce any risk by wearing your face covering and turning away as you pass. 

Yes, we will have hand sanitiser stations available throughout the building. We ask all audience members to follow government advice on regular handwashing or use of hand sanitiser.

If you still have unanswered questions, please contact us