Below you will find all those questions we get asked on a regular basis. If you can’t find what you’re looking for then please do give us a call on 0844 264 2121.

How Do I Book

Tickets can be booked:

Online: simply select the show and click the Book Tickets button and select your seat

By Phone: By calling 0844 264 2121, calls cost 7p per minute plus your phone company’s access charge. Please note: The phone lines close at 6.30pm and on Sundays the opening times can differ, see below Box Office opening times.

In person: The Box Office is open 10am – 6pm (Non Show Days) / 10am – 6.30pm for advance sales and 10am – 8pm for DAY SALES ONLY (Show Days)

Booking error

If you are having trouble booking tickets through our website, please read our booking information page here: Website Bookings

What are your opening times?

Our opening times are as follows:

Box Office:

10am – 6pm (Non Show Days)

10am – 6.30pm for advance sales and 10am – 8pm for DAY SALES ONLY (Show Days)

– Please note: The phone lines close at 6.30pm and on Sundays the opening times can differ.


Monday to Thursday: 10am – 30 minutes after main house show finishes
Friday/Saturday: 10am – 45 minutes after main house show finishes
Sunday: opening times vary – please contact Box Office for details

Please note we may close earlier on non show days, please check our website or call us for more information.

How can I pay?

We accept all major credit & debit cards.

We accept Theatre Tokens.

We accept cash at all sales points.

We do not accept cheques.

Where can I buy Theatre Tokens?

You can buy or redeem Theatre Tokens at The Other Palace box office in person or over the phone by calling us on 0844 264 2121.
Theatre Tokens are unique theatre gift vouchers, which allow your recipient to choose from over 240 venues nationwide including all of London’s West End.
You can also buy Theatre Tokens online from the official website – www.theatretokens.com

Do I qualify as a concession?

Concession prices include patrons who are over 60, students, or unwaged and Westminster Resident card holders. Concession prices may not be available where we are already offering fair or reduced price tickets for a production. Any applicable concession prices are subject to availability and proof of eligibility must be presented when booking and collecting tickets.

For Access or Group bookings and further information please contact the Box Office 0844 264 2121.

Can I exchange my tickets, or get a refund?

All ticket sales are non-refundable except in the case of a cancelled performance. Tickets can only be exchanged for an alternative date of the production. This will be subject to an exchange fee of £1 per ticket, with a minimum 48 hours notice. Please call the Box Office on 0844 264 2121.

Returned Tickets

In the event of a sold out production, anyone wishing to obtain returned tickets should arrive at the theatre no earlier than one hour before the show and join the signposted returns queue. Return tickets are sold at face value and are limited to two tickets per customer. Return tickets will be allocated no earlier than 7.20pm. Please be aware that there is no guarantee that you will be successful in obtaining return tickets. We do not operate an advance waiting list at the theatre.

Access Bookings


Wheelchair Bookings: Access is on street level and the seats will be located in row N of the auditorium.  Please contact the Box Office 0844 264 2121 to book these allocated seats

Hard of Hearing:  We have a Sennheiser Infa-red hearing system in operation in the theatre, we would recommend sitting anywhere in the theatre from rows A-L.

Please note that the auditorium does have a fairly steep rake and we would recommend those that have difficulty walking/mobility issues to sit towards the rear of the auditorium (Rows M&N)


We have a lift that can take you from street level down to the studio level.  Please contact the Box Office on 0844 264 2121 to make this booking as the studio is an unreserved area and we want to ensure that all our customers are accommodated.

Please note that we do not have a hearing system in place in the studio.

If you have further questions, please do not hesitate to contact the Box Office 0844 264 2121.

What are the nearest transport links?

We are a short walk (5 minutes) from Victoria Station which is served by the Victoria and Circle & District Lines and many national rail lines.

St. James’ Park & Green Park Stations are also a short walk away (10 minutes).

We are served by 17 bus routes, for more information or to plan your journey to us please visit www.tfl.gov.uk.

Do you have parking?

The Other Palace does not have customer parking although there is street parking in the surrounding area after 6.30pm on weekdays and on the weekends, please note this is pay via phone only. There are spaces for Blue Badge holders on Palace Street.

Why do you charge a transaction fee?

There is a transaction fee of £1.50 per booking, payable when payments are made online or by phone. No transaction fee is applied to tickets purchased in person at the box office.

We are proud to be known for providing excellent customer service but there are significant costs associated with making this possible, both in terms of staffing and in the upkeep of our box office systems. Introducing the transaction fee – which is one charge per booking as opposed to per ticket – is the fairest way of ensuring we can cover our costs and maintain the highest standard of service, whilst trying to minimise the impact on the customer.



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