How to make a booking
Over the phone or in person
We encourage customers with any questions to email [email protected] or call our helpful team on 01206 573948.
Our box office is open:
Tues – Sat, 10am – 8pm
Sun – 11am – 6pm (Please note: We are only open on Sunday’s if there is a show on)
We are closed on Mondays.
Online
If you have any problems or questions, please drop us an email at [email protected].
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Ticket Refund Protection
For a worry-free ticket purchase, you may choose to opt into the SecureMyBooking ticket refund program to obtain a refund if you’re unable to make it to your event for the reasons set out in the terms.
From traffic delays, illness, adverse weather conditions, strikes, accidents and more, it’s easy for you to apply for a refund. For just a fraction of the cost of your tickets, you will be able to recoup 100% of the paid ticket price (including fulfilment and administration fees) if you are unable to make it to your event.
For just £2 per ticket, you can add booking protection and feel safe knowing you can claim a refund. Just add to the basket when you check out!
- Death/accident/illness to the ticket holder
- Illness from COVID, government-mandated self-isolation, local lockdowns
- Death of ticket holders immediate family
- Adverse weather
- Travel delays
- Burglary, flood or fire at their home
- Plus much more!
Visit SecureMyBooking.com for the full terms and conditions, or read this downloadable guide.
Looking to apply for a refund?
If your performance has been cancelled or rescheduled by the theatre, you can contact us: [email protected]
If you’re unable to attend a performance that continues to go ahead, apply for a refund: www.ticket-refunds.com
Concessions
We offer concessions for over 65’s, Students, Under 26’s and Jobseekers on off-peak performances for all Mercury Productions.
We also offer a 20% discount on Mercury Productions, including our pantomime, for Armed Forces personnel on production of a valid MOD ID card or Defence Discount Scheme card. Please note this discount can only be applied over the phone with a member of our Customer Experience Team.
We also provide discounts for disabled and D/deaf people on all Mercury Productions.
Find out more on our Access for All pageFAQs:
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 (for groups of eight or less), 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 days to go (for groups of eight or less) 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.
How do I use my Mercury account credit?
Credit on your Mercury account is valid for two years from the date it is issued and can be put towards any future orders with us. Credit can be managed or redeemed over the phone or in person and when booking online but make sure you log into your account on our website first.
What if my event is cancelled?
If a Mercury production is cancelled, you will be entitled to a full refund or you can keep the value of your order as credit on your Mercury account. If a visiting production is cancelled, you will be entitled to a refund minus the ticket levy. You are also welcome to donate the value of your order to the Mercury.
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!
Protecting you from Coronavirus
The health, safety and well-being of our audiences, team and community continues to be our priority and we are keeping up to date with government and industry advice, and briefing our staff accordingly.
Our Covid secure guidance on your next visit to the theatre will be updated here as we welcome you back.
Can you post my tickets please?
At the moment, all of our events are online and tickets are 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, and 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.
Why change the pricing structure?
As you’ve told us, in the past our pricing structures have sometimes been complicated and confusing.
The new structure is designed to be transparent and easy to understand. We now have just three price bands on all performances. Our top tier (green) are the most expensive seats and give the best view, our medium tier (yellow) are slightly cheaper but still offer a good central view and our lowest tier (red) are the cheapest tickets and have a slightly restricted view. We hope this will make it much easier to book tickets in the new building.
What is the ticket levy?
The ticket levy is a £1.50 charge included in your ticket price and goes towards the funding of the theatre.
Can I still pre-order ice creams and show merchandise in advance?
Yes – and more! We have an all-day café bar with a variety of food and beverage packages to make your Mercury experience even more enjoyable!
You can pre-order these items whilst buying your tickets or at any time in our online store.
Do you have any age restrictions?
Young people aged 16 and under must be accompanied by and sat next to during a performance/event by an adult ticket holder aged 18 or over.
It is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of a performance for their own child, regardless of any age recommendation.
Some productions may not be suitable for children or may contain material which could cause offence. Specific age and content advisory information is included on the event webpage.
What are your terms and conditions?
View our terms and conditions of sale.
