Frequently asked questions
We will be in contact with all customers about the options to exchange or refund your ticket. It is not necessary to contact us – please note we have a very high level of enquiries
A confirmation email is always sent for successful bookings. Unfortunately, there is no way to guarantee that an email has been received, and sometimes people misspell their email addresses. If you haven’t received a confirmation email after 10 minutes, please email us. Please provide your booking reference from the confirmation page; if you don’t have this please provide your full name, the event and performance date you purchased, and the approximate time you purchased.
If your tickets are set for box office collection and you are not attending the event, certain venues will allow for someone else to collect the tickets instead of you on presentation of a letter of authorisation completed by yourself.
*Please note that Delfont Mackintosh Theatres will only deliver tickets to the person who purchased them.
If you need to change details on your booking, please email us.
Each venue has its own restrictions regarding cancellations and refunds. Some venues run a no cancellations or refunds policy, other may charge a fee and others allow changes depending on circumstances. Please refer to the Terms and Conditions on the bottom of the page of the event you are purchasing tickets for.
Ingresso are members of STAR (Secure Tickets from Authorised Retailers). Buying from STAR members guarantees certain things. STAR members undertake to:
• Clearly identify the face value of any tickets purchased and any additional booking fees
• Highlight any terms and conditions, including transferability, cancellation and viewing restrictions
• Handle bookings in a polite and courteous manner, giving the highest standards of professional service
• STAR represents most of the major ticket agents and numerous venue box offices around the UK.
• Membership of STAR can be recognised by the use of the STAR kitemark and a list of members is available at www.star.org.uk or by phoning the STAR helpline (0844 879 4272).
It is also important that the seller has a valid and visible physical address and a telephone number. Our address and phone number can be found on the Contact Us webpage.
Show cancels = full refund
Covid =
1. Proof – lateral flow or PCR – please attach copy with your return email.
2. Three dates, stating matinee or evening
3. Check that the dates you are choosing are like for like
or you will be expected to pay the difference
Exchange =
1. Charge of £4.95 a ticket
2. Three dates, stating matinee or evening
3. Check that the dates you are choosing are like with like
or you will be expected to pay the difference
We require a minimum of 24 hours notice.
We will pass on the request to the supplier. Please note that most venues require a minimum of 24 hours notice of the performance date.
The trade team will process an exchange request, this will be subject to availability – this is a request and is not guaranteed. The exchange that you hope for might also have a price increase.
Please therefore look carefully at the dates you wish to exchange for.
Unfortunately, venues have a strict no refund policy, and according to our stated terms and conditions, (agreed to at the time of purchase) we are also unable to offer any refunds or cancellation to tickets purchased.
