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FREQUENTLY ASKED QUESTIONS

What tickets to you have?

To see all of the tickets we have available, please login here.  You’ll need to create a free account if you haven’t already done so.

My tickets haven’t arrived yet, when can I expect them?

Tickets are all posted out the same day that we receive them, they can arrive to us anything up to 7 days before the performance, so if your tickets are for a few weeks away, please don’t panic.

How will I receive my tickets?

All tickets will be posted to you via Royal Mail.

I’ve forgotten my password what should I do?

You can reset your password here. Once you’ve reset the password, make sure you check your junk/ spam box as the password reset link may have gone into there.

If I wanted to add another ticket to my order, can we all sit together?

As long as your tickets haven’t already been sent and there are still tickets available then this is absolutely fine, just put a note on your booking to ask us to tie the two bookings together so that you’re all together.

Do you have a mailing list I can join?

When you create a free account, you are automatically added to our mailing list. You can unsubscribe at any time. Alternatively, we have a large Facebook group where we post about what we have going on. Click here to join.

I'm not receiving your emails

Please check your spam/junk folder for emails from Lauren Prentice – tickets@sensetheatre.co.uk.  Add us to your contacts so our emails appear in your inbox.  Emails regarding ticket purchases come from hello@theatreexpress.co.uk so add that one to your contacts too!

Why do you charge a booking fee?

We work really hard to secure you the best group discounts available, however as with any business we have overheads. To name just a few; admin, website fees, credit card processing charges, VAT, staff wages etc.

What is the VIP group?

Our VIP group is a special group for members of our VIP subscription service. They enjoy special benefits such as the ability to request tickets for a show on a date of their choice, 48-hour early access to all tickets, exclusive tickets only available to VIP members, free tickets, free postage and exclusive content.

When is the VIP group next open?

We open the doors around 3 times per year. To join the waiting list simply click here.

Can I pick/ request my seats?

VIP members can request or pick their seats, however with regular members we allocate seats for you based on the group size.

Are there any shows you don’t sell tickets for?

Yes, we don’t sell tickets for Dear Evan Hansen, Hamilton or The Lion King.

Can I pay over the phone?

Yes, you can, however please try and use the website first as the website controls the amount of ticket stock we have for each show.

I can no longer make the show; can I have a refund or swap the tickets?

Once a ticket is bought, the sale is final. Unfortunately; because the payment will have been made to the theatre we are unable to refund or swap your tickets. We will occasionally swap or refund for tickets for VIP members.

How do I know where I will be sitting?

All of our seat details are stated in the description of the ticket on the website, usually the seating area only. We will then allocate your seats within that area or a similar area where the seats are of the same value.

Do you run coach trips?

Yes, we do, we regularly run coach trips to our most popular shows, they’re all listed within our available tickets.

I’ve lost my tickets what can I do?

Our first suggestion is always to look for your tickets, unfortunately many theatres won’t reprint tickets if they are lost. However, if you really can’t find them please contact us and we will see if we can have them reprinted. There is an admin charge for all lost tickets which need to be reprinted.

Why is the price on my ticket different to what I paid?

The different theatres put different prices on the tickets. Often the face value of the ticket (less that you will have bought them for) is printed on the ticket. For other shows, the price that we have paid, minus your booking fee will be printed.

Do you sell anything other than theatre tickets?

Yes, we sell all sorts of different tickets for events and attractions. We’re always trying to bring our members more offers to help them to make memories for less. 

What happens if the show is cancelled?

In the very rare event that the show is cancelled we will let you know as soon as we are notified and then either arrange an alternative date to see the show or issue you a credit note.

Who do I contact if I have access requirements?

Please contact us via email at hello@theatreexpress.co.uk and we’ll do our best to assist you.

VIP Group FAQs

What is the code for free VIP postage?

The free postage code can be found in the VIP area of the website. Click here to go there.

How do I update my payment card?

To update your payment card for your VIP subscription, click here then click on Memberships.  You will see your VIP membership, click the button ‘Update’ to run through updating your card.