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Most Asked

When will I receive my tickets?

After completing the lottery ticket purchase you will receive a booking confirmation. Your tickets will be sent separately, by email, no later than 24 hours prior to your chosen performance. When this email arrives, please keep it on your phone or print the ticket to gain entry.

I haven’t received my tickets

Tickets will be sent to the email address used during booking – they will be sent separately to the booking confirmation received after the transaction is completed. Tickets will be sent from no later than 24 hours prior to the date of the performance and are at the bottom of this email.  If you have not received your ticket email by then (having checked your spam/junk or other automatic filtering folders), please contact stating your name, email address, your order details and the fact that this is related to the Cinderella lottery.

What seats will I be allocated?

Lottery winners are eligible to book discounted tickets for seats up to £105 in value.  The seats you will be allocated will vary by performance.

What are my seat numbers?

You will find out your seat numbers at point of purchase.

Can I change my seats?

Due to the limited number of tickets available for the lottery It is not possible to change the seats you have been allocated.

Entry Queries

I would like to change the days I have selected as my preferred performance options

Once you have entered the lottery, it is not possible to change any of your selections.  When your entry expires you can re-enter and update your performance preferences at that point.

I have not received any notification on whether I have won or not

If you are drawn as a winner you will be emailed a link to be able to purchase tickets online.  You will also be contacted if you are not a winner on this occasion.  If you don’t see either of these emails in your inbox, please be sure to check a spam or junk folder or any other automatic filtering folders your email service uses. 

Queries for Winners

I cannot attend the performance I won for, can I change?

It is not possible to change the performance you have won for.  If you cannot attend please re-enter the lottery when your entry expires to try again.

Can I forward the winning email onto someone else so they can buy the tickets?

Only the person who has entered and won lottery tickets is eligible to buy them. 

Show-specific queries

For any queries regarding the show itself, e.g. age suitability, please refer to details on the show website or contact the theatre directly.

Ticket Buyer Queries

Can I use Theatre Tokens?

It is not possible to use Theatre Tokens to pay for tickets as part of this lottery promotion.

I can no longer attend the date I have booked for, can I change to an alternative date or get a refund?

Lottery tickets are non-refundable and due to limited availability cannot be exchanged for an alternative performance.

I can no longer attend, can a friend or family member go in my place?
Can someone else pick the tickets up on my behalf?

As per the lottery terms and conditions, tickets are non-refundable, non-exchangeable and non-transferable.  The person who purchased lottery tickets will be required to attend the show.

Access requests

If you have purchased lottery tickets and have specific access requirements, please contact for assistance.