We have compiled together, a list of customer frequently asked questions which have been asked in recent months. We hope this helps you find the answer you need quickly and easily.

I have been “pinged” by the NHS Covid App? What do I do?

Please DO NOT travel to the Embassy Theatre. Please follow the information provided by the app. If you have been told to isolate please call our sales team on 01754 474100 or email us here. Do not visit in person.

When we hear from you, our team will advise you of the options available to you, should you be told to isolate at home.

Do I need to perform a Covid test before I attend a theatre performance?

The government has asked everyone to test regularly and we therefore encourage you to achieve a lateral flow test before attending a performance at the Embassy Theatre. If the result is positive, please let us know and DO NOT travel to our venue.

Do I have to wear a mask inside the theatre?

In line with the recent announcement from HM Government, face coverings can continue to be worn for your own comfort and safety although this is advice and not a mandatory requirement.

Is there still space between seats in the auditorium?

Our seating plan is now shown without social distancing. Covid passports are not currently required to enter our theatre as we are a seated venue. You can book your seats online at any time and view the latest availability too. If you have any questions, please speak to a member of our team.

What measures have you got in place for shows?

  • Please use our sanitizing stations to regularly sanitize your hands.
  • Please continue to be aware of your surroundings and avoid prolonged close contact with other patrons.
  • Have your e-ticket ready to scan on arrival – you don’t have to print it out, you are welcome to display this on your phone/tablet.
  • We’ll continue to regularly clean and sanitise venue touch points.
  • Contactless payment is preferred as much as possible. You can pre-order your refreshments to save time before the show and also to collect at the interval. Add these to your basket when booking your seats.

Our team will always be available to offer you their assistance. Please do not hesitate to ask us if you have any concerns or queries.

More information is also available by clicking here.

What are your current opening hours?

Our Box Office sales team are taking a break but we will open again prior to the new season.

Monday | Closed
Tuesday | Closed
Wednesday | Closed
Thursday | Closed
Friday | Closed
Saturday | Closed
Sunday | Closed
Please bear with us whilst our team respond. It may take us a few days to return your call at peak periods.

I can’t seem to login on your website. Why is that?

We appreciate that it may have been some time since you booked on our website. Please be mindful that you can only purchase online via our website if you have an email address and password – this will therefore be a part of your online account. You can create an account without booking although in order for the website to take a payment securely from your card, you will also need to add an address and postcode.

If you have forgotten your password you can ask the system to send you a password reset link. This will be delivered to the email address you last used on our website.

It is crucial that you keep your online theatre account details up to date as these are the details we use to contact you about your shows and bookings with us.

I have purchased tickets to a show in 2020 or 2021. What happens now?

We have successfully re-scheduled nearly all of the shows sadly postponed due to Covid-19. Click here to view our ‘updated performance dates‘. We can’t wait to see you here again! If you have opted to receive print at home e-tickets, then replacements will be issued to you approximately two weeks prior to the event. You can print these or simply show them on your smartphone when you arrive – our team will scan them for you. You will only receive new e-tickets if you initially ordered them when you booked with us. If you opted for Box Office collection then our team will serve you on the night.

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. Individual responses are not available as this process is automated.

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 asks you to consider one of your other options first. If a refund is the best option for you at this time then we will process your request.

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.

I have tickets at home but they show the old or incorrect performance date. Can I still attend the show?

You can. If you have printed tickets at home then you are welcome to bring them with you on the night. Our team will ensure you get to your seat. If you opted for print at home/e-tickets, then we will be sending you replacements approximately two weeks prior to the show. These will replace any previous versions you had. You can either print these out at home or simply show them to our team on your smartphone when you arrive to check in. You will only receive new e-tickets if you initially ordered them when you booked with us. If you opted for Box Office collection then our team will serve you on the night.

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 although we are encouraging our customers to receive e-tickets to their registered email address. You can update your online theatre account at any time. Please click here to do so. If you have provided us with an email address, your tickets will be sent to this approximately two weeks prior to the event. Please have them ready to show on your smartphone so our team can scan them on arrival. If you prefer, you can print them out at home.

I have tickets booked to a show in 2020/2021 and I haven’t heard from the Embassy Theatre yet.

All of the customers who had booked for shows between March 2020 and October 2021 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 some time 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 now valid for 24 months against new purchases. We will however, 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 on sale for 2021 and 2022. 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 Christmas 2020 and beyond 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.

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.

Can I make a donation to help the Embassy Theatre prosper in the future?

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 embassytheatre@mvtlc.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: embassytheatre@mvtlc.org 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

To thrive again, first we must survive – with your help, we can prosper too. This is what we do.

#EmbassyExperience #keepingentertainmentlive