FAQs

When is your Box Office open? Due to our current redevelopment project our Box Office is open for in-person visits between 12-3pm Monday - Friday. Currently our Box Office phone lines are open 10am-4pm Monday - Friday.

What credit cards do you accept? We accept Visa, Mastercard, Switch/Maestro and Visa Debit. Unfortunately we are unable to accept American Express.

Can I cancel my tickets or exchange them? All tickets are non-refundable unless a performance is cancelled, or you have paid for ticket protection with Secure My Booking. We may be able to resell or exchange tickets, with at least 48 hours' notice of the original performance. Please contact the Box Office for further details.

Do you offer ticket refund protection? Yes we do, we have partnered with Secure My Booking to offer insurance for your ticket booking, but it must be purchased in the same order with your tickets. Please visit our information page for more details.

What is the booking fee for? All tickets for The Arts Theatre include a booking fee. The booking fee is essential direct income for the theatre. Because ticket revenue is divided between many different parties, an increase in ticket prices would not necessarily benefit the theatre. By charging a booking fee we can ensure that every penny goes directly to The Arts Theatre to help up protect its growth and longevity.

What happens if a show or event is cancelled? As soon as we find out a show has been cancelled our Box Office staff will contact you, with the details you provided us when first booking tickets. We can offer to exchange the tickets or may offer a refund, depending on the circumstances.

I've lost my tickets/I never received them. Can I still come to the performance? Yes! Please contact the Box Office, we will ask you to confirm your details and will be able to give you a new set of tickets.

Can I resell my tickets on another website or on social media? Tickets that are resold through any third party including sites such as Twickets will be invalid and not be accepted. If you cannot use your tickets, please speak to our Box Office so we can advise the best options for you.

How long does it take for tickets to be posted to me? We aim to post tickets within five working days. Please note that there is a £1 postage fee for each ticket order.

How do I book an access ticket? If you are a member of our Access Ticketing Scheme you can book online by logging into your account. If you would like to make an access booking over the phone please call us during our opening hours or email our Box Office team at boxoffice@artstheatre.co.uk and a member of the team will get in touch to assist.

Do you accept Theatre Vouchers or Tokens? We accept Arts Theatre Cambridge gift certificates in person or over the phone. We currently don't accept Society of London Theatre (SOLT) vouchers, Theatre Tokens or Ambassador Theatre Group (ATG) Vouchers.
Do you offer any discounts? We offer discounts on selected performances - please contact the Box Office for more information.

The Arts Theatre currently runs a free of charge Access Ticketing Scheme, open to anyone who is presented with a barrier to attending our theatre due to a disability. Once customers are registered to the scheme, we offer reduced priced tickets alongside free personal assistant tickets, for those who require additional support to attend the theatre.

If you would like more information about the scheme, purchase discounted access tickets or request accessible seating for a performance, including wheelchair spaces, please call the Box Office or email: access@theartstheatre.co.uk.

Do I need to book a ticket for my child? Our Babes in Arms policy is that children over 1 year old require their own ticket, so if your child is up to 1 year old you only need to purchase a ticket for yourself.

Where can I pick up my tickets? You can collect your tickets during our Box Office opening hours. You can also contact us with all ticketing enquiries by emailing boxoffice@artstheatre.co.uk and a member of the team will get back to you.

Can I buy tickets as a gift to others living in Cambridge/the vicinity? Yes you can. The Box Office can book the tickets in for you and the tickets can be collected at the Box Office or posted out to you as the purchaser. Please let the Box Office assistant know at the time of booking that they are a gift.

Will I need to bring the card that I paid with when collecting my tickets? It may be necessary to present the payment card at the Box Office so it is advisable to bring the card with you. If this is not possible, please speak to the Box Office before arriving.

Why do I need to make an account to buy tickets online? We ask you to create an account to ensure your booking is secure. You can also manage your bookings within your account - you can see your booking history and change mailing preferences. We also have a guest checkout option which only takes the minimum information required for your booking, such as a contact email and order details. If you would prefer not to do either option, please purchase your tickets in person and we can use a temporary or visitor account, just let the Box Office know at time of booking.

If I book online can you post the tickets out to me? Yes we can, there is a £1 postage charge for each order. On the booking page with your name and address details there is the option for post or collection. Please note that if the performance is taking place within a week of your booking you will only be able to have the tickets set aside for collection.

I can't log into the website. It won't recognise my email address. If you have booked online before with our new system we will have a record of your email address. Please follow the 'Forgotten Password' link to reset your password. If you haven't booked online with us in the last two years, or at all, you will need to create an account with you preferred email address. Click on the link to 'Create a new account' and follow the step by step instructions. If you are still having problems logging in, please call the Box Office and we will check your account.
I haven't received any confirmation email. What should I do? It may take a few minutes to come through to your inbox. Please double check the email address you provided to sign up to ensure that it is correct. Also please check all your email folders including the junk/spam email folder. If you still have not received anything please contact the Box Office before attempting your purchase again.

Why does my password have to be complicated - can I use my usual password? Passwords must be at least 7 characters with a capital and a number. i.e. Example012. Your address and booking details are saved within your online account so we ask that your passwords are more complicated, to ensure a higher level of security.

My payment isn't being accepted, help! Please ensure all the card details are correct including the card security code. Please note we cannot accept American Express. If you continue to experience problems please inform our Box Office.

I keep getting an error message before I put my payment details in. If you receive an error before entering the payment page process, this is likely caused by pressing 'back' on your browser to check your seats or details. We are aware of this issue and we are working to resolve it with our ticketing supplier. If you are still experiencing problems please contact the Box Office.

How do I sign up to or unsubscribe from your email mailing list? Please go to 'My account' and click on 'How may we reach you?'. You can select how you would like to be contacted here - just select 'yes' or 'no' against the options. Alternatively, if you do not wish to make an account online, you can sign up to our e-mail list online.

How many tickets can I book online? You can book up to 25 tickets online, per performance. If you'd like more than this, please contact the Box Office who will be able to choose the best seats for you. Concessions for bigger groups may apply - please ask when booking your tickets.

When will I receive my e-ticket? Mobile e-tickets will be issued by email shortly after purchase. Please allow up to an hour to receive the email and check your junk folder. Access to your e-ticket will be available 48 hours before the performance. If there are any problems please email our Box Office team and a member of the team will get back to you. At the time of booking you should also receive a booking confirmation email, please keep the email for reference.

Can I book concessions online? Where applicable, concessionary tickets can be purchased online. If available, the option will appear once a seat has been selected on the seating plan. Please note we cannot accept responsibility for the safety and well-being of unaccompanied children, so children under 16 must be accompanied by an adult at all times.

Can I use my On Account balance or Gift Certificate online? Yes, to use Gift Certificates just enter the gift voucher ID in the applicable box at checkout. Gift Certificates can be used for part payment, if the value of your basket is greater than your certificate balance. If there is a remaining balance on your Gift Certificate this can be redeemed on your next purchase online, as long as it is before the expiry date printed. Please keep your Gift ID number safe.

Please note that any Gift Certificates that would expire during our auditorium refurbishment, from January to November 2025, will be extended by another 12 months. Currently Gift Certificates can not be purchased online so please call our Box Office.

For On Account or monies held with us due to ticket resale or cancelled performance, if you have any funds available they will be displayed on the checkout page. You can select all or a partial amount to apply to your booking and pay the balance by card.

Where is the best place to park? The nearest place to park is at the Grand Arcade car park which is a 2 minute walk from the theatre.

Visitors to The Arts Theatre Cambridge can receive a 15% discount on nearby parking spots across the city centre. You need to pre-book 24 hours in advance here using the discount code CAMARTS15.
Use the City Council website for car park information.

What is the best bus to catch from the station? You can get the Citi 1, Citi 3 or Citi 7 from the Railway Station to the City Centre. We are approximately an 8-10 minute walk away from the main bus station.

Where is the entrance to the theatre? We have two main entrances to the theatre. The main entrance is situated on Peas Hill off the Market Square, which is also where the Box Office is located. The second entrance is half way down St Edward's Passage.

Can I bring a bag into the auditorium? To ensure a safe and enjoyable experience for all visitors, only small bags - no larger than A4 size or a standard handbag - are permitted inside the auditorium. 

Guests are required to place larger bags in our free cloakroom, for your convenience now located on the ground floor at our St Edward's Passage entrance. We recommend arriving early to allow time for cloakroom use, especially during busy performances. 

Due to limited space, we are unable to store large suitcases or luggage but there are storage facilities in the city centre, visit https://stasher.com/ for more information and to book a space. If you have any questions or concerns please contact the Box Office.

Can I use my mobility scooter inside the building? Mobility scooters cannot be accommodated inside the building. We have five house wheelchairs (including one electric) available for use during all performances subject to availability.

What time does the auditorium open? All our foyer spaces and bar spaces (Maynard, Circle and Stalls bars) open approximately 45 minutes prior to the performance start time.

I might be late to the show. Will I still be allowed into the auditorium Latecomers may be admitted at the first suitable break however this cannot be guaranteed and varies between productions. The show will start at the time stated on your ticket so please allow plenty of time to get to the theatre.

Can I bring my own food into the theatre? All food consumed on site must be bought on site. We do not allow hot food or popcorn to be brought into the auditorium.

Do you offer a pre-theatre menu? No, we do not have an on-site restaurant. Our restaurant partner CambsCuisine offers a delicious pre-theatre menu at The Cambridge Chop House just around the corner at their stunning King's Parade location.

Where can I buy a programme? Programmes are sold from all of our bars and you can also buy programmes from our Front of House staff who are in the foyer.

Do you provide booster seats for children’s performances? Yes, but we have a limited number. For certain children’s performances, we cannot guarantee that we can provide one for all children. They are given out on a first-come, first-served basis. Please feel free to ask our ushers for assistance on the day.

Do you have a lift? Yes, we have a lift for access to the Circle, the Maynard Bar and toilets at the St Edward's Passage entrance.

Do you have a dress code? No, we have no formal dress code.

Can my child visit the theatre for a performance alone if I drop them off and pick them up? We cannot accept responsibility for the safety and well-being of unaccompanied children, so children under 16 must be accompanied by an adult at all times.

Where can I pick up my tickets? Tickets for collection can be picked up at our main Box Office located on Peas Hill, the main entrance of the Theatre. We will ask for your name and address that you used to book the tickets. Please also bring proof of your concession if needed i.e. your student card.

Do you have a membership scheme? Yes we do. It's called the Supporters' Circle and you can find information on it on our 'Support Us' page.

Do you have any job vacancies? All our job vacancies are displayed here.

Can I buy a gift certificate? Yes, you can. We offer gift certificates in any denomination, and they can be purchased over the phone or in person and we can post them out to you by 1st class post (£1 fee applies). The certificates are valid for a year from date of purchase and only for performances at The Arts Theatre Cambridge. Please note that any gift certificates that would expire during our planned auditorium refurbishment, from January to November 2025, will be extended by another 12 months. Please contact the Box Office for more information.

Do you take any students for work experience? Yes we do although we have a limited number of spaces per year - please find information here.

Are your rooms or auditorium available to hire? For more information on hires or to check availability, please contact hello@artstheatre.co.uk.

How can I join the mailing list? There are a number of ways. To join our e-mail mailing list, you can sign up online by clicking here. You can also create an account online (if you do not have one already) and set up your e-mailing preferences within your account. To add yourself to our postal mailing list, please give us a call or email the Box Office team.

Can I view your brochure online? Yes you can - please visit our Issuu page here.

I would like to offer feedback or make a complaint, how do I do this? If you would like give us any feedback from your visit or make a complaint, please email us at hello@artstheatre.co.uk.

I have a safeguarding concern, who do I contact? The Designated Safeguarding Officers (DSO) for The Arts Theatre Cambridge are Nicky Hupe and Kat Collins. You are welcome to raise any safeguarding concerns with them, however minor they may seem. You can contact them at nicky@artstheatre.co.uk or kat@artstheatre.co.uk.