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Suspended Performances: FAQs

Why has the show been suspended/postponed?

The spread of the Omicron variant is devastating. Day after day, we are forced to make decisions (always at short notice) based on the latest round of test results. This is incredibly difficult for our cast, company and, of course, audiences, many of whom have travelled long distances and spent considerable sums on transports, hotels etc. 

To avoid more disruption, and to protect the quality of the show we give our audiences, we have taken the decision to suspend all performances of Cinderella until Thursday 3 February. We are passionately committed to returning sooner if the circumstances improve and we will keep the situation under constant review.

Which performances have been cancelled and when do performances resume?

All performances have been cancelled from Wednesday 22 December 2021 through to Wednesday 2 February 2022. Performances resume from Thursday 3 February 2022. We are passionately committed to returning sooner if the circumstances improve and we will keep the situation under constant review.

What happens to my tickets? 

If you have booked for a performance that has been cancelled, you will receive an email with credit vouchers to the same value of your original booking. You can then rebook tickets for performances from Thursday 3 February. 

Please look out for an email from noreply@lwtheatres.co.uk, with the subject line Cinderella Credit Voucher (please do not email this address as it is unmanned). 

What is 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.

When can I expect to receive my credit vouchers?

We’re working through performances in chronological order, and we’ll be in contact within the next 20 working days. 

Please keep an eye on your inbox, junk and spam folders for this email. If you haven’t heard from us within 48 hours of your booked performance, please feel free to contact us. 

Are delivery fees & ticket protection fees included in the refund/credit voucher?

Any previously charged postage, collection or Booking Protect fees incurred when making your original booking will be included with your Credit Voucher. This will be emailed to you.

Unfortunately we are unable to send Credit Vouchers out by post.

Can I get a refund?

  • If you are no longer able to attend Cinderella, you can request a refund, however, please wait until you have received your credit vouchers before contacting us.

Will you be refunding my travel/accommodation expenses?

LW Theatres and the Really Useful Group are not 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 booked through an agent, what should I do?

Please wait to hear from your point of purchase if your show has been cancelled or postponed for further information.

The Box Office are unable to answer any queries regarding bookings made through a ticket agent

How do I redeem my Cinderella Credit Voucher?

Go through the booking process as normal, and then, when you get to the checkout you will see a box saying Redeem LW  Theatres Gift Vouchers. Type in the long voucher number and press redeem.

Multiple vouchers can be used in one order, you just need to repeat the process until you’re done. 

And, if you don’t use the full amount, don’t forget to keep it safe for next time. 

What happens if I have any remaining value after I’ve redeemed my credit vouchers?

If you have redeemed your Cinderella Credit Vouchers and haven’t spent the full amount, any remaining credit can be redeemed against our hospitality packages or any future bookings with LW Theatres before the voucher expires.

I have an access booking and require assistance to rebook, what should I do?

Please email our access team at access@lwtheatres.co.uk with your name and telephone number and someone will get back to you as soon as possible.