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Your Visit FAQs

What are your Box Office opening hours?

The Box Office in the Boscawen Street foyer will be open Monday to Saturday, 2pm-5pm, and later/earlier around performance times.

You can contact our Box Office team by telephone on 01872 262466 – Phones: Mon – Sat 1pm – 5pm, Counter: Mon – Sat 2pm – 5pm or by email at [email protected].

Could you send me a brochure?

If you’d like to receive news about future shows, events and other developments at Hall for Cornwall, please ensure you are opted in to receive either email or postal marketing in the ‘My Account’ section to be included on our mailing list.

Mailings are occasionally based on your booking history, so you won’t receive everything we send out by post, opting in to email will allow us to keep you better informed of what’s coming up.

I can’t log in to my account. My old password doesn’t work. Can you help?

During our closure we migrated to a new ticketing system and your old password will no longer be valid. Please click the ‘Forgotten your Password?’ link to reset and access your account. It is important to ensure you are using the email address that we previously had registered for you so if you do not receive your email reminder, please consider trying a different email address.

Are Covid safety measures still in place inside the theatre?

We will take action if additional safety measures become necessary again. We work closely with other partners and are a member of UK Theatre and SOLT and will follow all industry and kitemark standards to ensure that your visit to our new theatre is both enjoyable and safe.

Please click here to see our full Covid Safety information.

What payment methods are accepted?

Cashless Payments

We’re happy to take payment via all major credit cards (except Amex) plus Apple Pay / Contactless

But sadly, no cash. We’d love for you to pay in cold hard cash, but we took the decision when we reopened that, as a small charity forging ahead under pretty tight financial shackles, the extra operating costs and complexities that come with cash were just too much for us to continue to bear. We knew this might cause difficulty and frustration for a few and didn’t take the choice lightly. As a result, today we do not have the capacity nor insurance to accept cash – never say never, but right now it’s not an option, sorry!

What are your return and refund policies?

Under normal circumstances, tickets are non-refundable.

Tickets can be exchanged for another performance of the same show for a small exchange fee. If swapping to higher priced seats you may be required to pay the difference.

For our full terms and conditions of sale, click here

What does the auditorium and seating plan look like?

You can find our seating plan here to give you an idea of the layout and if you book a show you will be taken to a plan of the auditorium to enable you to select your seat. You can also view a fantastic VR tour of the theatre in the History & Heritage section of our website here!

Why is only part of the auditorium on sale?

We will be releasing the auditorium in stages to allow us to fill from the front to the back. This gives a better atmosphere for both the audience and the performers rather than leaving blocks of empty seats. There are seats available at all price points at the front of the theatre so book early to get the best seats at the best prices. We will release more seats based on the demand for each performance so if you can’t find the seats you want in the area that you’d like to sit in, keep checking back for the next release.

Where is the best place to sit in the new auditorium?

The new auditorium is a beautiful, open space on 3 levels. Most seats in the auditorium have an excellent view of the stage, any seats that may have a restricted view will be marked as such during your online booking. The Stalls are on a gentle slope from front to back with completely step free access. Please see our accessibility page for information on other areas of the auditorium and facilities available. Our team are happy to give advice if you have specific seating needs, please give us a call or drop us an email.

Why are some seats more expensive than others?

We want to ensure that the theatre is available and accessible to everyone, so we have 4 different price points available for most shows, allowing you to choose from various areas within the auditorium. We have seats available from £15, and over 200 seats under £26 for almost every performance.

To have access to these prices we recommend booking early. As demand increases you may find that only higher priced tickets remain.

I named a seat and would like to book to sit in my seat, can I do that?

Thank you for supporting us by Naming a Seat. We cannot guarantee that you will always be able to sit in the seat you have named but will do our best to accommodate you where possible.

When selling tickets for a performance we will release the auditorium in stages to allow us to fill from the front to the back. This may mean that your named seat is not on sale initially. We do recommend that you book early to get the best seats at the best prices, but we can look to transfer you into your seat should it become available closer to the performance date. Please bare in mind that you may be required to pay extra if the seat you are moving into is priced higher than your original selection.

What are rester positions?

Our new auditorium features Standing & Rester positions. Rester positions do not have a seat but there is an allocated cushioned area on the wall to rest against during the performance.

How restricted are the restricted view seats?

Due to the new design of the space, very few seats have such a restricted view that it would hamper your enjoyment of a performance. However, we have marked a few seats that we feel may have some restrictions depending on the staging for each show. There are no discounts placed on seats that may be restricted. Please be sure to read the seat information when booking.

Why are there no concessions?

There are tickets available for most performances from as little as £15, less for shows aimed at children and families. For this reason, we do not offer means or age-based concessions. In our new auditorium we now have at least 200 seats priced at £26 or less for every performance which is a much greater discount than the average £3 off per ticket concession previously available. There are equal opportunities for everyone of all ages and backgrounds to book early and get the best seats for the best prices.

I am disabled and require a companion to attend the theatre, what is your Access policy and how do I book?

We understand that some of our customers require assistance to allow them to attend a performance. To ensure this is a possibility, we are pleased to offer a free ticket for an essential companion whenever required. The first time you make use of this service you may be asked to collect your ticket from the Box Office and show proof of eligibility, this will then be noted on your account for future visits making the booking process easier.

Complimentary companion tickets are reserved for those who would not otherwise be able to attend. An essential companion must have the ability to assist the customer in the event of an evacuation or other emergency. We reserve the right to charge for a companion ticket after purchase where we feel it goes against our terms of booking.

Click here for full Companion ticket T&Cs

Is there level access into the auditorium?

The Stalls and Circle levels of the auditorium are accessible from street level on both sides of the building with the use of ramps or the lift. The Balcony level can be accessed using the lift on the Back Quay side of the building. Before the start of a performance you will be able to access both sides of the building using the Opeway at the back of the auditorium. The Opeway is closed off during performances.

Why can I not leave a single seat when making a booking?

Our system is set up to try to avoid leaving single seats where possible. The reason for this is that it is much harder for us to fill those seats, meaning many would go to waste on a sell out performance. If there are alternate similar seats available we would prefer for you to book those, before we agree to leave a single seat empty. This is a practice followed by theatres across the world and allows for the most efficient booking of the auditorium.

It is possible that, if there are no other suitable alternatives or we are less than 7 days away from the perfomance we can override this rule. Please call our ticketing team for further assistance.

What additional fees will I have to pay when booking a ticket?

Ticket prices shown are inclusive of a £1 Theatre Fund Levy which will go toward the ongoing maintenance and upkeep of our Grade II listed building. No Theatre Fund will be charged on our Band D (usually £15) tickets.

Each booking made in person or over the phone will be subject to a £1.50 Transaction Fee. This fee is waived for Online bookings.

You will also find a selection of Ticket Delivery options:

Print at Home  – Free of Charge. Your tickets will be emailed to you and you can either print them off or show them on a mobile device on entrance to the theatre.

Print & Postage – £3 per order (by request only – not available online)

Print & Collect – £2 per order (by request only – not available online)

When will I receive my tickets?

If you opted for Post: Tickets are posted out in batches by performance, nearer the performance date. You can expect to receive your tickets at least 2 weeks before the performance.

If you opted for E-Tickets: E-Tickets are sent immediately on booking, you should receive a confirmation email of your booking, followed by another email containing your tickets in a PDF attachment. Check your junk mail folder if you do not receive both emails. You can also download your e-tickets from your online account at any time.

Tickets for collection (by arrangement) can usually be collected in advance at any time during Box Office opening hours, or on your way in to see the show you are attending.

Do you have any offers and discounts available?

To book tickets for the best seats and prices, we recommend you book early.

We do offer exclusive discounts for our Members, to find out more visit our Membership page here.

We offer group discounts for groups of more than 20: Groups of 20+ receive £2 off per ticket, groups of 30+ receive £3 off per ticket, groups of 40+ receive £4 off per ticket. Tickets must be booked at the same time for the discount to apply. No discounts on Band D tickets (Usually £15 or below). Please contact the Box Office on 01872 262466 to make a group booking.

We offer reduced rates for School groups on some shows – please contact the Box Office for more information.

When will I receive my tickets?

If you choose to have your tickets posted to you, they will be sent out nearer the performance date, at least 2 weeks before your visit.

Tickets left for collection can be picked up from our Box Office during opening times, either in advance or on arrival for your performance.

E-tickets will be sent out on confirmation of your booking. Please keep your email confirmation or order number as proof of booking.

You can also download your e-tickets directly from your online account at anytime, just log in under the Your Account section.

What happens if I lose my printed tickets?

Our Box Office team will be happy to help you. Just go to the counter before the performance to have your tickets re-issued for a small admin fee. You may be required to confirm your name, address and payment method. Existing tickets will be void on issue of replacements.

Do you sell Gift Vouchers?

We do! Vouchers are currently valid for 24 months from date of purchase and are available as e-vouchers only when purchased online. To have a physical voucher posted out to you please call us or pop in to the Box Office to buy. Vouchers can be redeemed against most performances on the Hall For Cornwall stage. Click Here to buy a Gift Voucher.

I have existing Credit / Vouchers from before you closed. Are they still valid?

We extended all existing credit from pre-closure to expire 31 Dec 2021 – all extended credit is no longer valid.

Vouchers or credit may be stored as Account Credit which can be viewed by logging into your account here. You can redeem credit and vouchers when you book online or over the phone.

If you give us a call, please have your voucher number or redemption code ready to make it easier for our team to check the status of your existing credit.

Can you provide a raffle prize for my event?

We are pleased to support local schools with raffle prizes when possible. These will be limited to a maximum of one prize donation per year per school and depend on availability at time of request. Prizes offered, number of tickets and for which events will be at Hall for Cornwall’s discretion. Prize donations for other organisations will be declined. Schools can put raffle requests in writing from an official school email address (or include an attachment with official letterhead) to [email protected] and will be responded to within 30 days.

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