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Frequently Asked Questions

What is the running time of the show?

The show is approximately 2 hour 40 minutes long including one 20-minute interval.

What are the performance times?

Performance times are: Tue – Sat 7.30pm, Wed & Sat 2:30pm & Sun 3:00pm.

What time should I arrive?

We are opening the theatres 60 minutes before the show starts.

What if I’m late for the performance?

Latecomers will only be admitted at a suitable break in the performance. We urge all patrons to leave plenty of time to travel to the venue to avoid missing any part of the show. Please note, no refunds are issued to patrons arriving late.

What are the ticket prices?

Tickets start at £19.50. You can also purchase Groups and Schools tickets. All ticket prices are subject to availability.

What are the Box Office opening hours?

The box office is open from Mon – Sat from noon until the start of the show and on Sundays from 10am – 6pm. Pre-purchased tickets can be collected from the theatre’s box office from an hour before the performance is due to start.

What is the cancellation/refund policy?

Cancellations: If a performance is cancelled or postponed, we will be in touch at the earliest opportunity via email. For performances that are due to take place within the next 72 hours, we will also be in touch via SMS. Exchanges: If the show you are seeing has more than one performance then you’re in luck! We’ll always try to exchange your ticket where possible. Tickets can be exchanged up to 48 hours prior to the event. A £2 per ticket exchange fee will apply. Tickets can only be exchanged for the same show. If you have booked directly with LW Theatres and would like to exchange your tickets, please use the following link to fill in our online form. If you booked via an alternative source, please contact your point of purchase.

Refunds: Tickets for all events are non-refundable once purchased. It is possible to add refund protection at the point of purchase from our partner Booking Protect. By adding refund protection, you or anybody in your party will be able to claim a refund for the face value of the ticket should you be unable to attend the booked event due to reasons outside of your control. This includes things such as accident, injury or illness. A full list of terms and conditions can be found here. If you can’t make the show, please find further information here.

What happens if a production is cancelled?

Ticket holders will be contacted as soon as possible and given the option to either exchange their tickets to an alternative performance or they will be offered a refund.

I have a booking after 12 June – what happens next?

If you have booked directly through our website or LW Theatres, you will be contacted shortly to discuss your options, but don’t worry, if you’re unable to make an alternative performance, you will not lose your money. As you can imagine, the Box Office team are busy rebooking everyone, so please don’t contact them until they’ve contacted you.

If you have booked via a ticket agent, they will be in contact with you in the next few days.

I have an access booking after 12 June – what happens next?

You will be contacted shortly to discuss your options, but don’t worry, if you’re unable to make an alternative performance, you will not lose your money. As you can imagine, the Box Office team are busy rebooking everyone, so please don’t contact them until they’ve contacted you. Please visit the venue access page for any further information.

I pre-ordered a programme/merch/hospitality for my booking after 12 June – what will happen?

Anything that you’ve added to your booking will be treated in the same way as your tickets. Providing the add-on is available we will move it to the new performance date. Otherwise, a refund will be offered.

Are delivery fees & ticket protection fees included with refunds and Credit Vouchers?

Yes, any previously charged postage, collection or Booking Protect fees incurred when making your original booking will be included with your refund or Credit Voucher.

I have a credit voucher – where can I use it?

Your credit voucher is still valid for remaining performances of Cinderella (availability permitting). Alternatively you can redeem the voucher against any other LW Theatres production.

What’s a Credit Voucher?

A credit voucher transfers the entire cost of your booking over to a voucher which you will then be able to redeem in your own time via our website. They are valid for 24 months (730 days) from the date of issue.

Can you refund my travel arrangements connected to my cancelled booking?

Neither the Really Useful Group or LW Theatres is liable for any additional expenses incurred by customers in the event of a cancelled performance, therefore, we would ask that you please contact your individual travel company/hotel directly.

I have a group/school booking after 12 June – what happens next? 

Our dedicated groups team will be in touch over the next few days to discuss your options. 

How will I know which Cinderella I will see?

On Tuesday and Wednesday evening performances, the role of Cinderella will be played by Georgina Onuorah.  

Carrie Hope Fletcher will not be performing on 22-24 March, 19-24 April and 20-22 May [subject to change]. Georgina Onuorah will be playing the part of Cinderella in these performances.

PLEASE NOTE: The producers cannot guarantee the appearance of any particular artist at any performance due to illness, holiday or events beyond the producers’ control. No refunds or exchanges will be offered as a result of any artist’s unavailability to perform at any performance.

Will there be meet and greets at stage door or has this changed due to covid restrictions?

Due to COVID-19 safety measures, we are unable to accept gifts or items for signing and there will be no public access to Stage Door. The cast won’t be able to sign items or take photos when entering or leaving the building.

How do I get to the venue?

Bus: Routes 1, 59, 68, 134, 168, 171, 188, 243 and X68.

Car: Take advantage of Q-Park’s Theatreland Parking Scheme & save 50% off your parking for up to 4 hours.

Underground: The nearest underground stations are Holborn (Piccadilly Line) & Covent Garden (Piccadilly & Central Lines)

Are there any content warnings for this show?

Despite the Queen’s tight laws in Belleville, please be advised that some swear words and adult themes are found in Cinderella.

Is there a dress code?

There is no dress code. Casual attire is acceptable.

Does the theatre have a cloakroom?

Unfortunately, there is no cloakroom at the Gillian Lynne Theatre.

Are there health and safety procedures in place at the venue?

Please visit the Welcome Back page for more details.

Is there security in operation at the venue?

Security checks will be in operation for your safety, so please arrive in plenty of time. Extra staff are also on hand to help manage the flow of arrivals and assist with any queries.

How do I arrange a visit if I, or someone I’m visiting with, need special assistance?

If you require special assistance, please email for more information.

How will COVID-19 impact my visit?

LW Theatres takes the wellbeing of our customers extremely seriously.

From the beginning of the pandemic, we have worked closely with the Government and experts to pioneer pilots and implement measures that ensured the safety of our audiences, staff and performers. In order to keep everyone safe, we have kept key protocols in place across our theatres. Please visit our audience guide, for our simple guide to returning to our theatres.

Please note these measures are subject to change in line with the latest government guidance so please check back ahead of your visit.