Frequently Asked Questions

Please find frequently asked questions about your visit to The Arts at Marble Arch and our facilities below.

If you have any questions regarding your visit, please contact the box office using our contact form or by phone on 020 7836 8463.

What if my tickets haven’t arrived?

You should receive your e-tickets 24 hours before the show. If you have not received your e-tickets, please present your email confirmation and/or order reference number at the box office when you arrive.

If you have not received an email confirmation at the time of booking either call the box office on 0207 836 8463 or email [email protected].

Please note, we do not post tickets.

Can I exchange my ticket or get a refund?

Tickets cannot be refunded.

If you would like to exchange your tickets to another date, please call the box office no less than 24 hours prior to the performance. Please note, we charge £3 per ticket for exchanges.

Can I meet the cast after the show?

We have a stage door situated at the rear of the theatre where the company will enter and exit. Should you choose to try and meet anyone from the production we ask that you remain polite and respectful at all times whilst being considerate to others.

Do your shows have age limits?

Some shows do have specific age restrictions due to content. The age recommendations vary in each production and are available to view on the specific show pages. For more information contact the box office on 0207 836 8463. For audience members, it is our policy that no under 16’s are admitted without a responsible adult with them.

Do you provide accessible performances?

Many of our shows offer access performances; audio described, captioned, relaxed/autism friendly and BSL signed performances. For further information on access performances please visit the specific show page or call the box office on 0207 836 8463.

How do I book access tickets?

For access and wheelchair bookings, please call the box office on 0207 836 8463 or email [email protected]. Our box office team will be happy to discuss the options available to make each patrons visit as comfortable and enjoyable as possible.

Please also visit our access page which has some helpful information.

Where can I find Lost Property?

All lost property found in the theatre will be taken to the box office at the end of each day.

Please call the box office on 0207 836 8463 or email [email protected] and they will be happy to assist.

Do your venues operate security checks?

Security checks are in operation at our theatre for your safety. Please allow extra time for entrance to the venue. Beverages and food items purchased outside of the theatre in sealed containers will be confiscated for the duration of the performance and disposed of if not collected by the end of the day. Open beverage and food items will not be permitted in the venue.

Can I use theatre tokens to pay for my tickets?

Our theatre accepts SOLT tokens which can be used in person at the box office or over the phone on 0207 836 8463.

For T&C’s or to buy tokens from them directly, visit their website https://www.theatretokens.com

How do I book for a group of people?

Most productions have a groups and/or education rate.

Please call 0207 836 8463 or email [email protected] and our team will be happy to help you.

Are concessions available?

Concessions vary from show to show. Please contact the box office by phone on 0207 836 8463 or email [email protected] and they will always be happy to discuss any concession ticket options that may be available.

What is a day seat?

Day seats are a limited number of tickets held for each performance which are only available to purchase on the day of the show from the theatre box office or via an authorised third party app.

Usually each customer is limited to 2 tickets and these are available on a first come, first serve basis.

Due to popular demand day tickets may not be available to buy online or over the phone and may not be available for all shows.

For information specific to the show you want to see contact us on [email protected]

Is there a booking fee?

Our current booking fee is £2.90 per ticket. This will be made clear at the time of booking.

Do you have a cloakroom at the theatre?

Please note that we have no cloakroom facilities and are unable to store large items. Visit www.stasher.com to find luggage lockers in London.

What can’t I bring into the theatre?

No alcohol or hot food is to be brought into the venue and will be confiscated by our staff.

We do not allow items that could be considered as dangerous into the theatres. This can include (but is not exclusive to) knives, sticks / batons, heavy or sharp items, glass, laser pointers, chemicals, aerosols, sports bats or clubs. If found during security checks these items will be confiscated.

What if I am late to the show?

The latecomers policy varies for each show, latecomers will be admitted to the auditorium when a suitable break in the performance occurs but admission cannot always be guaranteed.

Can I take pictures and videos of the show?

The use of photographic and video equipment is strictly prohibited during the performance.

Mobile phones and other electronic equipment should be switched off, or put on silent mode, before the start of the show.

What do I do if the show is cancelled?

In the unlikely event that a performance is cancelled we will endeavour to inform ticket holders in advance. We will then be in contact regarding exchanging your tickets to a future performance or organising a refund. If you have purchased tickets through third party agencies, please do get in touch with them directly. Please note that in the event of a cancelled performance we are not held liable for any other costs such as travel or accommodation

I have feedback – how do I get in touch?

For ticketing enquiries and feedback contact: [email protected].

For all non-ticketing related enquiries please email the box office and they will pass it onto the relevant department.

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Marble Arch, London, W1H 7DX

[email protected]

020 7836 8463