We have compiled together, a list of customer frequently asked questions which have been asked in recent weeks. We hope this helps you find the answer you need quickly and easily.
I have purchased tickets to a show in 2020. What happens now?
I received an email about a revised performance and clicked on one of the links. What do I do now?
You do not have to do anything. If you selected from one of the options, whether this be, refund my original payment method, keep my tickets or donate to the venue, this will be administered as soon as possible. You have nothing else to action yourself – your response is all that we need.
If I can’t make the new date, am I entitled to a refund?
Yes. Our policy on refunds is unaltered. If an event has been cancelled from our calendar you have the option to request a refund.
We have contacted all of our customers to inform and confirm their availability to attend the re-scheduled dates we have published. At this point customers have been given the option to:
a | Retain their booking for the new date.
b | Exchange for theatre account credit to spend at a later date.
c | Donate the value (or a portion) of your tickets to the Embassy Theatre Survival Appeal.
d | Opt for a refund.
This communication has been accompanied with a deadline for a response and once this date has passed, by default, your booking is automatically transferred to the new performance date.
From here-on, our standard refund policy applies.
To see your favourite entertainers and shows return to our stage again in the future, customer commitment to see these shows is critical. Before requesting a refund, the arts and entertainment industry begs you to consider one of your other options first. If a refund is the best option for you at this time then of course your request will be processed.
Future productions and performances relating to Covid-19.
Due to Covid-19 we have introduced a Flexible Ticketing Policy that will be in use until further notice.
In the unfortunate event of a future production/performance being cancelled, we will automatically offer you:
- An exchange to a different production/performance.
- Theatre credit (to be used on a future production at the Embassy Theatre, available for 12 months).
- A full refund or the option to donate to the theatre.
If you are unable to attend a performance due to displaying Covid-19 symptoms we will be able to offer you theatre credit, valid for redemption until March 31st, 2022. You are required to make every reasonable endeavour to inform us of your non-attendance by 12 noon at the latest, on the day of the performance (earlier where possible).
Thank you for your co-operation.
My tickets show the wrong date. Do I need to let you know?
There is no need to let us know unless you cannot attend the new date. The tickets you currently have will be accepted by our Front of House team on the re-scheduled performance dates. Just bring them with you. Our team will guide you on the night as they always do.
My tickets are awaiting collection from the theatre’s Box Office. What do I do about this?
You will be able to collect your tickets when we re-open to the public. Please bear with us until we know when this will be.
I have tickets booked to a show in 2020 and I haven’t heard from the Embassy Theatre yet.
All of the customers who had booked for shows between March 2020 and November 2020 have either been contacted by telephone or email. Please check your spam, junk mail, or voicemail messages prior to contacting us as you may find our communication here.
To ensure that your contact details are correct and current, you can log in to your online account to update these details yourself, send us an email or telephone us. We can also update these details on your behalf.
We will only contact the person who originally purchased the tickets. If someone booked on your behalf or you booked through an external agency you should refer to the them directly.
I’ve left a message and/or sent an email but no one has got back to me yet?
The theatre is currently operating with a very small team of staff. Due to the reduced size of our team, it will take us several days to respond. Please do bear with us – we will return your call or reply to your email when we are in a position to do. We are doing all that we can to ensure that you are kept informed. Thank you for your patience.
I have a theatre gift voucher but it is going to expire soon. What do I do?
Embassy Theatre gift vouchers are valid for 12 (twelve) months from the date of purchase. Please contact our team if you have concerns. We will extend the life span of our vouchers by six months, if they were purchased between October 2019 and March 2020. Please remember that whilst the voucher may expire prior to your visit, you can use them to book any shows in the future and next year, we already have a very busy calendar. To ensure you do not lose your gift, please contact us prior to the date of expiry otherwise your money will be unavailable in the future. Vouchers purchased for this Christmas will be valid for two years or 24 months – giving you longer to spend them.
How do I spend my theatre credit?
Simply log into your theatre account online. As you process your tickets for purchase, your theatre credit balance will show. At this point you can opt to ‘spend’ this or retain it for a later date. See below for our video tutorial on how to view and spend your account credit.
I have requested a refund but I haven’t received it. How long does it take?
The length of time it takes to process a refund varies depending upon the banking or service provider. The average length of time it is taking at the moment is around 7 to 14 days although in some cases, the process is achieved in a shorter time period. If you booked using a credit card, please be mindful that refunds do not always appear without additional research.
I’m worried about the future of the Embassy Theatre. When will you re-open and is my money safe with you?
First of all – we would like to thank everyone who has got in touch to ask about the venue and our team. Our customers have been so supportive and we are very grateful for their kind words of support and encouragement. At the moment, shows in our auditorium have been re-scheduled until March 2021 although we are working on some events for the winter.
Yes, your money is safe. All tickets sold/allocated in advance of an event taking place is identified as ‘committed’ but remains ring-fenced until our ‘transaction’ with you is complete and the show has been performed.
The Embassy Theatre will re-open. We will offer you the entertainment you crave when we are in a position to do so. A host of work has been achieved to ensure that when we can, the doors will open again and the auditorium will once again, be filled with the sound of live entertainment. When we are in a Covid-19 safe environment, allowing us to ensure that your visit is a safe one, we will be here to welcome you. At the moment however, we do not know precisely when this will be.
Can I make a donation to help the Embassy Theatre recover?
Of course you can. Please click here to send us a donation. Please log in to your online account to do this.
You can also text SAVEMYSEAT to 70085 to donate £20.
Please note: Texts cost £20 plus one standard rate message and you’ll be opting in to hear more about our work and fundraising via telephone and SMS. If you’d like to give £20 but do not wish to receive marketing communications, text SAVEMYSEATNOINFO to 70085.
The economic impact of the pandemic has hit our industry particularly hard. Theatres will be amongst the last venues able to re-open and when they can it will be a long road to recovery.
This is a journey we want to go on together in order to restore the Embassy Experience to it’s full former glory – but first we must survive and we cannot do this without your support.
We’re extremely grateful to those who have donated so far. If you are in a position to consider making a contribution, you will be investing in our future – allowing us to continue delivering the best in live entertainment to your doorstep!
I have another question. Can you help?
Of course – we are here to help and support you. Please send us an email, to firstname.lastname@example.org or telephone us on 01754 474100. Please be mindful however, that our team have worked incredibly hard in very challenging times – none of us know at the moment, precisely when shows will be able to return so please be patient with us. We will do our best to guide you through the options available to you and welcome you again through our doors with open arms.
If you would prefer to make a donation over the telephone or to discuss legacy giving, please email us: email@example.com or call us on 01754 474100.
Thank you on behalf of your local theatre.
Support the Embassy Theatre…
Make a donation | click here.
Legacy donations | click here.
Text SAVEMYSEAT to 70085 to donate £20.
Texts cost £20 plus one standard rate message and you’ll be opting in to hear more about our work and fundraising via telephone and SMS. If you’d like to give £20 but do not wish to receive marketing communications, text SAVEMYSEATNOINFO to 70085