** TICKET DELIVERY METHODS ** I DON'T HAVE MY CONFIRMATION EMAIL - WHAT DO I DO? We always send a confirmation email 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 30 minutes, please email email@example.com. 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, the website you booked on, and the approximate time you purchased. Please specify the email address you would like to send to if you are not emailing from that address. I HAVE CHOSEN TO RECEIVE MY TICKETS BY POST, WHEN WILL THEY ARRIVE? Most tickets will arrive within 3-5 working days and should arrive no later than 5 days before the show. NB: During our peak period (October – January), performances nearer to the present date will take priority for posting, so if you’ve booked for a performance that doesn’t happen until the new year, your tickets might not get sent out until after this period. I HAVE PURCHASED THEATRE TICKETS AND HAVE CHOSEN FROM THE BOX OFFICE COLLECTION, WHERE AND WHEN DO I COLLECT MY TICKETS? Please collect your tickets in person at the venue's ticket office up to 45 minutes prior to the event. This is the same address where the event will take place. Please note that some venues do not generate the tickets earlier than the date of the event. If you have any questions, please contact our customer services team. In order to pick up your tickets, you may be required to present: - A valid photo ID, driver's license or passport. - The credit card you used to purchase the tickets. - Your booking reference number. CAN SOMEONE ELSE COLLECT THE TICKETS AND/OR ATTEND THE EVENT INSTEAD OF ME? 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 The Ambassador Theatre Group will only deliver tickets to the person who purchased them. CAN I MAKE CHANGES TO THE BOOKING DETAILS AFTER THE BOOKING HAS BEEN COMPLETED? If you need to change details on your booking, please contact our customer services team at firstname.lastname@example.org. CAN I EXCHANGE OR REFUND MY TICKETS? 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. HOW CAN I ENSURE MY TICKETS ARE FROM A GENUINE AGENT AND THAT MY PURCHASE WILL GO WELL? We 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.