Things to Know

Things you might want to know

Following a large-scale redevelopment, we are delighted to finally invite you to the Mercury. We are sure you will have lots of questions about what to expect on your visit and what has changed, and we have answered as many of these as we can here.

Frequently Asked Questions

I can’t make the performance, what can I do?

We can exchange your tickets up to five days prior to the date on your ticket, or alternatively give you credit to use on another show of your choosing. Unfortunately, we cannot process any card or cash refunds unless the event is cancelled.

We can only return orders with less than five day to go if the event is sold out and we can resell the tickets. If we do resell these tickets in time, we will return your order and add the credit to your Mercury account.

Ticket exchanges or returns incur a fee of £1.50, except for Supporters, Ambassadors or Producers Club members who enjoy unlimited free booking changes.

We will also keep the £1.50 ticket levy on every ticket returned or exchanged for events produced by visiting companies. This will not apply to changes to bookings for our in-house Mercury productions.

We can exchange your order for tickets to any other event at the Mercury, although you will have to pay the difference if the new tickets cost more. If the new booking is less expensive, we will add the saving to your Mercury account.

Help! I’ve lost my ticket!

Speak to a member of our Customer Experience team, who will be more than happy to help. Proof of identity may be required. If this is the case, please allow plenty of time before the start of the performance so we can re-print your tickets.

I’m running late…

We will do our best to seat you at the earliest available point in the performance. We also have a monitor in the bar where you can watch while you wait, so you won’t miss out on too much of the action!

Can you post my tickets please?

Tickets for all of our events can be purchased online and emailed to you directly.

We are able to post your tickets out to you for a standard £1.50 postage fee. If you’re booking last minute, we recommend that you choose our e-ticket option. e-tickets can be shown on a mobile phone device and do not need to be printed out.

Does my child need a ticket?

Yes, due to the theatre licensing regulations everyone must be issued with a ticket, regardless of age. Please see BABE IN ARMS above for more details.

What are your terms and conditions?

View our terms and conditions of sale.

What should I wear?

Be comfortable. You are welcome to dress as casually or smartly as you like.

What are your opening hours?

The theatre and bar will be open 90 minutes prior to a performance

Is the venue accessible?

Yes! Our wonderful refurbished building is fully accessible. Find out more on our Access for All page.

I have an assistance dog, can I bring them?

Yes – we welcome assistance dogs at all performances, please just inform us when booking. Your dog can come into the show with you, or can be looked after by our team.

Do you have an assisted listening system?

Yes, we will use Sennheiser equipment. Please book this when you purchase your tickets.

Will performances go ahead if it rains or snows?

Yes – we will do our very best to ensure every scheduled performance goes ahead and adverse weather conditions should not affect this. However, in extreme circumstances if we did need to cancel a performance to ensure the safety of performers and audience members we have systems in place so that we can contact customers booked for that particular show.

Do you have a bar and catering offer?

We certainly do. You have the option to beat the queues and pre-book interval drinks, ice cream, sweets and snacks. Find out more about our café.

Can I pre-order merchandise and ice creams?

Yes! You can pre-order programmes, ice creams, flashing toys and drinks packages before the show whilst booking your tickets.

Can I buy tickets or merchandise on the door?

Yes absolutely, although we would always encourage you to book in advance to save time and avoid missing out.

Are your spaces available to hire?

We have a range of dedicated spaces for meetings, workshops, classes and performances at the most exclusive venue in town! Find out more about hiring us.

How do I find you?

Our Postal Address is: Mercury Theatre, Balkerne Gate, Colchester CO1 1PT

See our Getting Here page for more info.

I can no longer attend a workshop and Creative Engagement activitiy, can I get a re-fund?
We do not offer re-funds on our creative engagement activity. We occasionally offer credit under exceptional circumstances if 30 days prior to the event so please email [email protected]. 

I HAVE A QUESTION THAT NEEDS ANSWERING AND IT’S NOT HERE!

If you have any questions, please don’t hesitate to give us a call on 01206 573948 or email us at [email protected]