How to Book 1

    How to Book

    How to Book

    Last updated Fri 03 September 2021

    You can book tickets in the following ways. Whichever way you choose, we won’t charge you a booking fee!

    Online

    If you’re booking for a show in our Tobacco Factory Theatres Programme visit our What’s On page.

    If you’re booking for a show at another venue, for which Tobacco Factory Theatres acts as a Box Office, visit the What’s On page and select ‘External Shows’ from the list of genres.

    BOX OFFICE

    Call our Box Office on 0117 902 0344

    Send us an email to tickets@tobaccofactorytheatres.com


    Box Office Opening Hours

    Phone only*
    12.30pm – 5.30pm Monday to Friday (excluding public holidays)

    *Due to Covid-19 restrictions, for the time being our Box Office desk will remain closed and there will be no door sales before performances.

    On days when performances are scheduled, the Box Office phone lines will be open between 6pm-7pm Monday – Friday and from 4pm until an hour before the performance on a Saturday and Sunday.

    At certain times of the year e.g. summer or Christmas, our opening hours may vary. These special opening hours will be specified on this page.

    Please note that sometimes our Box Office can be very busy. Waiting times on the phone lines are generally very low but at busy times including season on-sales, you may wait a little longer. Please bear with us and consider calling back at another time, leaving a message for a call back or emailing us (see below).

    Booking enquiries

    Booking enquiries can be made by emailing tickets@tobaccofactorytheatres.com. If emailing, please do not include your card details – we will call you back for further information. Please include a daytime telephone number for all booking methods.

    Booking Information

    Last updated Wed 04 August 2021

    Booking Information

    pricing and concessions

    For most shows, there is a Standard ticket price and a Concession ticket price. Eligibility for concessions is outlined below. All ticket prices given on individual show pages are the prices from which sales will start. As demand for shows grows, ticket prices may increase – so be sure to book early for the best value seats.

    CONCESSIONS
    It is hugely important to us that everyone feels welcome at Tobacco Factory Theatres and that’s why we’ve kept our prices as low as possible for all shows and events. We also have two concession ticket options which are available for the majority of our shows, as follows:

    Age 18 & Under – self-explanatory!

    Financial Difficulty – if financial considerations mean that you would not be able to attend at the standard price, then this concession option is for you.

    OTHER PRICING

    Give the Gift – OZ (Christmas 2021)
    The Covid-19 pandemic has presented enormous challenges for our theatre and for the arts more widely. If you are able to spend a little more, your contribution will support us as we invest in this original production, offer employment to local artists, and guarantee socially distanced performances and lower prices for those who need them. The last 18 months have impacted everyone differently, and if you Give the Gift you’ll help ensure all our community can enjoy some much-needed Christmas magic.

    Get Involved and Artist Masterclasses
    Activities and events within our Get Involved and Artists programmes are currently available on a Pay What You Choose basis. We want these opportunities to be open to all by keeping prices as low as possible. The true cost of running a session is reflected in the highest of the three price bands, so if you are able to spend a little more, your contribution will help support our theatre and the incredible artists we work with to bring you these programmes. Whatever you feel able to spend, session leaders will be fully paid for their work.

    ACCESS

    For more information on accessibility at Tobacco Factory Theatres and how to book accessible seating, please see our Access pages.

    your tickets

    We are now operating an e-ticket system. Bookers will receive their e-ticket by email before the performance. When arriving for your performance, please show your e-ticket to our Front of House team on your mobile device or as a print-out.

    Payment
    We accept all major credit and debit cards, except American Express.

    Reservations

    Tickets can be reserved for a maximum of 48 hours – full payment is then required. If we do not hear from you by the 48 hour deadline, tickets will be released back to public sale. We cannot reserve tickets to be paid for on the door when you arrive for a performance; full payment must be received at least 2 hours before the start of a show.

    ATTENDING IN PERSON

    Some of our shows are reserved and some are unreserved. You will be able to tell when booking your tickets, depending on whether you are given the option to select your own seat.

    In order to facilitate social distancing, shows in the Factory Theatre with a reduced capacity will have reserved seating and you will be able to select your seats when booking. Shows in the Spielman Theatre with a reduced capacity will be unreserved and groups seated for each performance to maintain social distancing.

    WATCHING FROM HOME

    If you have booked for an online performance, you will receive your confirmation email and e-ticket as usual after booking. We will then contact you by email closer to the event with further information on how to access the online performance.

    Groups/Schools

    For certain performances, for every ten tickets bought by a school or group, the eleventh is free. Please note that this offer is not available online. Other group and school discounts may apply. Groups and Schools have a week’s priority booking, alongside our Members, before the general public. Please contact our Box Office for more information.

    Offers

    When booking offers online please note that you can only book for one offer per transaction. If you want to book offers (e.g. family tickets) for two different shows, you will need to complete the booking for each individual show in a separate transaction in order for both offers to apply.

    Most offers will be applied automatically when you add the correct combination of tickets to the basket. Occasionally you might need to add a promo code when prompted.

    Please contact our Box Office for further clarification on how to book for multiple offers or for a particular offer; a member of our team will be happy to help: 0117 902 0344 or tickets@tobaccofactorytheatres.com

    Please note that all tickets, prices and offers are subject to availability. Offers and discounts will generally exclude Comedy events, hires and hosted shows or shows where we act as a ticket agent. Eligible offers are noted on show pages with their eligibility criteria. Offers are not available retrospectively or in conjunction with any other offers.

    POTENTIAL TRIGGERS

    We don’t want to give away any ‘spoilers’ when promoting a production but understand that some plays may cause distress or trigger challenging emotions for some of our audience members. You can read more about potential triggers and how you can find out more information in advance of your visit here.

    Refunds and Exchanges

    Please do not attend the venue if you:

    • believe you may be infected with COVID-19;
    • have experienced symptoms in the last 14 days;
    • have been in close proximity to anyone who has experienced symptoms in the last 14 days;
    • have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation or you have returned from a red list country in the past 14 days
    • have been instructed to self-isolate.

    If you cannot attend due to one of the reasons above, providing you contact our Box Office team no later than 1 hour before the performance starts, we will cancel your booking and credit the value of your tickets to your customer account.

    If you can’t attend for another reason
    If you can no longer attend an event for any reason not related to COVID-19, you can contact the box office up to 48 hours before your performance and swap your tickets to another performance of the same production.

    Alternatively, if a show is sold out then we can try and re-sell your ticket at a charge of £1 per ticket re-sold. We cannot guarantee the resale of your ticket. If sold, we will refund you via the payment method with which you bought the ticket.

    If a performance is cancelled, you will be offered a rescheduled date where possible, credit on your customer account, or a refund of the face value of the ticket only. Tickets for rescheduled dates are subject to availability. If a refund is offered, the booker must confirm they would like to accept the refund within one month of the offer, or the refund will no longer be processed.

    Terms and Conditions

    Last updated Thu 26 August 2021

    Booking Terms and Conditions

    You will be asked to accept the following terms and conditions before booking tickets for any performance via the Box Office at Tobacco Factory Theatres.

    Tickets

    • If you or someone in your party cannot attend due to a reason related to COVID-19 (see Booking Information), providing you contact our Box Office team no later than 1 hour before the performance starts, we will cancel your booking. Your tickets may be exchanged for a future performance of the same production or their value may be credited to your customer account.
    • If you cannot attend an event for any other reason, tickets may be exchanged for a future performance of the same production with at least 48 hours’ notice, subject to availability.
    • Tickets may be put up for re-sale by Tobacco Factory Theatres only. Tickets cannot be sold through any third party and tickets found to be re-sold through this method will be refused admission. If Tobacco Factory Theatres re-sells your tickets, money will be refunded back to the original booker via the original payment method or a credit note issued for future use at Tobacco Factory Theatres only.
    • Appropriate ID is required for all Age 18 & under concessionary tickets. If ID is not shown, then the difference will need to be paid to make it a Standard  price ticket. Please check your ticket at the time of purchase as errors cannot be corrected at a later date.
    • Tobacco Factory Theatres acts as an agency to sell tickets for outside events and events at other venues.
    • Only one discount or offer can apply to any one ticket.
    • Tobacco Factory Theatres reserves the right to introduce discounts and special offers at any time and these cannot be applied to tickets already purchased.
    • If a performance is cancelled, you will be offered a rescheduled date where possible, credit on your customer account, or a refund of the face value of the ticket only. Tickets for rescheduled dates are subject to availability. If a refund is offered, the booker must confirm they would like to accept the refund within one month of the offer, or the refund will no longer be processed.

    Performance

    • Tobacco Factory Theatres reserves the right to make any alterations to the advertised arrangements, programme or cast without being obliged to offer a refund or exchange.

    Attending In Person

    • For in-person events, bookers are required to bring their e-ticket with them to show to Front of House before the performance, either displayed on their mobile device or printed at home.
    • We encourage audiences to leave details for Track & Trace via the NHS app – please scan our venue QR code when you show your e-tickets. If you display Covid-19 symptoms after you have attended our venue, please inform our Box Office.
    • We ask that all visitors to the theatre wear face coverings at all times as they move through our front of house spaces, unless you are exempt. We also strongly recommend their use in the auditorium throughout the performance.
    • Tobacco Factory Theatres reserves the right to refuse admission
    • Latecomers may not be admitted whilst a performance is in progress. To avoid disturbance to other patrons, you may be seated in seats other than those you have booked at a suitable break in the performance.
    • Re-admission during the performance is at the discretion of the Duty Manager.
    • The use of cameras or any recording device is strictly prohibited.
    • Please switch off all mobile phones before entering the performance.
    • Customers must not obstruct any stairway or gangway in the auditorium and must not affect the enjoyment of other audience members and/or the running of the venue/performance and/or cause a risk to the safety of the audience.
    • In line with our child protection policy, children under the age of 14 must be accompanied by a paying adult over the age of 18. Children under 18 months do not need a ticket, as long as you are happy for them to sit on your lap.

    For performances from September 2021:

    • Most Factory Theatre performances are currently sold with social distancing in place. Seating is grouped and sold in a variety of sizes and all seats in any one group must be purchased. Please see the Covid-19 safety tab for exceptions to this.
    • All Spielman Theatre performances on sale from August 2021 are currently sold with a reduced capacity and with unreserved seating in order that we can maintain social distancing. For each performance, different groups will be seated in the auditorium with distance between them.
    • From September 2021, capacity within the Factory Theatre and Spielman Theatre may increase and further seats released for sale. Should this happen, at least one socially distanced performance per week will be guaranteed for all shows with a run of at least five performances. Unless you book for a Guaranteed Socially Distanced performance, you understand that you may be seated immediately adjacent to other people outside of your party.

    Watching Online Events From Home

    • Links and passwords, shared with you in order to access an online performance from home, must not be shared with non ticket holders.
    • Please be aware of age guidance on shows and events when watching from home and make sure the performance you are viewing is suitable for those watching alongside you or within earshot.

    General

    • Tobacco Factory Theatres is a no smoking building.
    • Artists, programme and performance details are correct at the time of sale or print publication, but changes may be unavoidable.
    • Tobacco Factory Theatres acts as a ticket agent for external events. These events are not promoted by Tobacco Factory Theatres and we take no responsibility for any aspect of their programme or operation. Any queries should be directed to the promoter concerned.
    Covid-19 Safety

    Last updated Tue 12 October 2021

    COVID-19 safety measures

    What to expect when you visit

    We have thoroughly modified our building and the way we work to provide you with a Tobacco Factory Theatres that is safe and reassuring, whilst also feeling exciting, enjoyable and atmospheric.

    We know that our audiences will have mixed feelings and many questions as restrictions lift and theatres open up again, so please find information below on how we are navigating the latest challenges and working to keep you safe.

    Seating
    Most Factory Theatre performances are currently sold with a reduced capacity and with social distancing in place, meaning that there is distance between different seating groups in the auditorium. All tickets within a seating group must therefore be purchased. Please see exceptions to this below.

    All Spielman Theatre performances are currently sold with a reduced capacity and with unreserved seating in order that we can maintain social distancing. For each performance, different groups will be seated in the auditorium with distance between them.

    Exceptions:

    OZ
    All performances of OZ are sold with reduced capacity and with seating in groups. The size and location of groups cannot be changed, however you are able to book any number of seats within a group. Please note that if you do not book all of the seats within a group, this may mean you will be seated next to another party. Exceptions to this are Socially Distanced, Relaxed and Schools performances, where social distancing will be maintained and where all tickets within a seating group must therefore be purchased.

    Comedy
    Comedy events will not be socially distanced. Comedy bookers will receive an email with information about the measures we have in place for these events.

    We may increase capacity and relax measures further once we are certain it’s safe to do so, however we will guarantee at least one socially distanced performance per week for all shows with a run of at least five performances. We want everyone to feel safe and confident about enjoying theatre again. These performances are labelled Guaranteed Socially Distanced, and dates for them can be found on individual show pages. They are also listed on our Access pages.

    Face coverings
    We are continuing to ask that all visitors to the theatre wear face coverings at all times as they move through our front of house spaces, unless you are exempt. We also strongly recommend their use in the auditorium throughout a performance and this will be required for Guaranteed Socially Distanced performances. Our staff will be wearing face coverings at all times, so we ask visitors to respect their safety, as well as that of others around them.

    Other safety measures that will remain in place include*:

    • Enhanced fresh air supply into the auditorium and an improved air conditioning system.
    • A clearly marked one way system, with a separate route only for those who need to use the lift.
    • Sanitiser points throughout our spaces.
    • Increased frequency of cleaning of all spaces.
    • Online ordering for choosing and paying for drinks from your seat.
    • e-ticket scanning for contact free ticket checking
    • Encouragement to leave details for Track & Trace via the NHS app, by scanning our venue QR code when you show your e-tickets.

    *NB – not all of these measures will apply for Comedy events. Comedy bookers will receive an email with information about the measures we have in place for these events.

    Accessibility

    The accessibility of our spaces and our shows is of great importance to us. Please find more details on our access page. We have the following additional safety measures in place:

    • Additional signage to assist customers with the route to access the lift on arrival and as they leave the theatre.
    • Only one household permitted in the lift at any one time.
    • We are developing options for both in person and digital performances for captions, subtitles and BSL interpretation. Please see our Access page for further details.

    Get Involved and Artist activities and events
    In addition to all of the safety measures listed above, for Get Involved and Artist activities and events, we have limited numbers of attendees to allow for social distancing and have a dedicated Covid marshal to ensure safety of all participants.


    Before you come to the theatre

    On a final note, whilst we are ready to welcome all our audiences back to the theatre, please do not come to our venue if you:

    • believe you may be infected with COVID-19;
    • have experienced symptoms in the last 14 days;
    • have been in close proximity to anyone who has experienced symptoms in the last 14 days;
    • have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation or you have returned from a red list country in the past 14 days;
    • have been instructed to self-isolate.

    If you cannot attend due to one of the reasons above, providing you contact our Box Office team no later than 1 hour before the performance starts, we will cancel your booking and credit the value of your tickets to your customer account.

    And if you are able, please consider taking a Covid-19 lateral flow test before coming to the venue. You can order rapid test kits online or from your doctor or local pharmacy. The tests are free and give a result in 30 minutes.


    More questions?

    We cannot wait to see everyone again. Please know that we are here for any queries, concerns and suggestions you might have – so don’t hesitate to get in touch


    We have been ‘See It Safely’ approved

    We have been granted the use of Society Of London Theatre & UK Theatre’s ‘See It Safely’ mark. The mark certifies that we are complying with the latest Government and industry COVID-19 guidelines, to ensure the safety of our staff and audiences.

    See It Safely Mark