COVID-19: Information & FAQs: Leeds Heritage Theatres

How do I find out if a performance is cancelled or rescheduled?

All performances up to and including 31 December 2020 have been rescheduled or cancelled. We have been contacting customers via email* and posting updates on our social media channels. If you have tickets for a performance during these dates and have not heard from us regarding moving your booking or receiving a refund, then you can do any of the following:

Log in to your online booking account and check your orders; any rescheduled performances will show here with new dates and tickets

Check the What's On section for your show - all rescheduled performances are listed with their new dates

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We advise you to check your junk/spam/work/alternative emails. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.

I haven't heard anything about a show I had tickets booked for during COVID-19. What should I do?

We're really sorry if you haven't heard from us; we have been contacting customers via email* and posting updates on our social media channels. If you have tickets for a performance during these dates and have not heard from us regarding moving your booking or receiving a refund, then you can do any of the following:

Log in to your online booking account and check your orders; any rescheduled performances will show here with new dates and tickets

Check the What's On section for your show - all rescheduled performances are listed with their new dates

Fill out this form

Email us

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We advise you to check your junk/spam/work/alternative emails. Our email and social media channels are not monitored after 6pm midweek or over the weekend.

The card I used for my booking has expired and I'd like a refund. What should I do?

Don't worry, if the credit/debit card that you made your original purchase has expired, please email boxoffice@leedsheritagetheatres.com with the best telephone number our team can contact you on and we will give you a call.

I haven't received my refund for a cancelled performance.

We are processing refunds as quickly as possible but this process is taking much longer than usual due to a reduced workforce remote working and the amount of people we must contact. We thank you for your continued patience and understanding

Please note, It can take up to 10 working days for your bank to process a refund

Should you need to contact us, please email boxoffice@leedsheritagetheatres.com. Our email and social media channels are not monitored after 6pm midweek or over the weekend

Why haven't you refunded my booking fee?

Booking fees are non-refundable as stated in our Terms & Conditions. Currently, they are being used to support the huge administration costs involved in closing our venues, including refunding and rescheduling shows, and to also help maintain our three heritage buildings until we can reopen.

I haven't received my new tickets. What should I do?

Leeds Grand Theatre We advise you to check your junk/spam/work/alternative emails before contacting us; tickets for rescheduled performances will come from donotreply@leedsheritagetheatres.com

City Varieties Music Hall Your original tickets are valid for the rescheduled performance – we will not be issuing new tickets

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.

I have vouchers for your theatres. Can I still use them?

Don't worry, all gift, programme, ice cream or drink vouchers will be extended when we reopen, regardless of expiry date. Please contact us when we reopen

Please note, this refers to Leeds Grand Theatre/City Varieties vouchers and not Theatre Tokens. For information about Theatre Tokens and expiry dates, please visit their website at theatretokens.com

How do I book tickets?

Online: You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.

Telephone:

We are now offering a limited telephone booking service between 10am and 2pm, Monday to Friday only. Please be aware that staffing of the phones may be restricted, and that email remains the best means of communication, along with our website and social media channels.

- Bookings for Leeds Grand Theatre or City Varieties Music Hall: 0113 243 0808
- Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
- Hyde Park Picture House: 0113 275 2045 (currently closed for refurbishment)

Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.

In person: Our in person Box Offices are currently closed due to COVID-19.

How do I collect my tickets?

Ordinarily, tickets for our venues can be emailed, printed at home or collected from our Box Offices. However, we are currently not able to post any tickets due to COVID-19. You will receive electronic versions via email to be printed at home or shown on your phone when we reopen

Leeds Heritage Theatres encourages all patrons to request electronic versions of their tickets, which can be scanned upon entry, to be more considerate to the planet

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails

What are the different seating areas?

Leeds Grand Theatre

Stalls seats are at ground level
Dress Circle is at first level
Upper Circle is at second level
Balcony and Upper Balcony are at the top of the auditorium
Slip seats are at the side of the Upper Balcony

*Lift access is available to all levels excluding Upper Balcony

City Varieties Music Hall

Stalls seats are at the lowest level
Dress Circle is at first level
Upper Circle is at second level

*Lift access to all levels (City Varieties is built above a pub so lift or stairs are required to access all levels)

Hyde Park Picture House

Stalls seats are at ground level
Balcony is at first level

What does 'best available' mean?

Best available seats are seats that Leeds Heritage Theatres consider to be the best seats at the time of booking, taking into consideration tickets already sold.

What does Restricted View mean?

Restricted View seats (RV) may have a pillar in front of them, be side facing or in the rear of a box. These seats are often sold at a discount because of their view and are sometimes only available directly from Box Office.

What is Booking Protection?

Leeds Heritage Theatres offers the option to add refund protection to your bookings at Leeds Grand Theatre and City Varieties Music Hall. Provided by Booking Protect, this allows you to apply for a full refund should you, or anyone in your party, be unable to attend due to unforeseen circumstances including injury, illness, breakdown and adverse weather. The option to buy Booking Protect will automatically be offered at the time of booking online, in person and over the phone. For full details of what is covered please contact our Box Office or click here. Refunds made by Booking Protect will be issued via a Bank Transfer regardless of the original payment method.

What is your refund policy?

Due to ongoing concerns over COVID-19, you can request a monetary refund up to one month before the date of the performance you're due to attend. Alternatively, you can request a credit note up to two weeks before the performance date. This is subject to change at any time

Booking fees are non-refundable. Currently, they are being used to support the huge administration costs involved in closing our venues, including refunding and rescheduling shows, and to also help maintain our three heritage buildings until we can reopen

When are you reopening?

We hate being closed as much as you do but continue to follow the guidance of the UK Government and currently have no date for reopening. We will continue to communicate our plans with customers via email*, and our website and social media channels

We are working hard behind the scenes to put in place plans for reopening that consider the health and safety of both our patrons and staff, including appropriate social distancing measures, a rigorous cleaning regime and potentially a period of cashless transactions

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.

How do I check you have my email address for updates on my booking?

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails

Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend

How can I contact you?

Our buildings are currently closed. A skeleton team of staff are working remotely from 9am-6pm, Monday-Friday

Although office phone lines are currently unstaffed we are offering a limited Box Office service on 0113 243 0808 : 10am till 2pm, Monday to Friday only. We would still recommend most communication via email*, plus our  website and social media channels. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.

Please note any calls to our other Box Office 0844 number cost 7p per minute plus your phone company's access charge.

Can I still become a Priority Member?

During this period of closure, we appreciate anyone who can purchase, or renew a membership; any income is gratefully welcomed at this time whilst we are unable to sell tickets

Once we know how long the closure will be, your membership will be extended to ensure you receive a full year of benefits

For more information and to join go to Become a Member

Do you sell gift vouchers?

Give the gift of theatre. Leeds Heritage Theatres' gift vouchers can be purchased for use at Leeds Grand Theatre and City Varieties Music Hall. Expiry date one year - if you purchase them whilst our venues are closed, we will extend the expiry date once we reopen.

Alternatively, if you'd like to give the gift of theatre to someone who does not live in Leeds or Yorkshire, we sell Theatre Tokens which are valid nationwide. These can be purchased in person or on the phone via our venues (when open), or online at Theatre Tokens (we receive a small commission)

Buy Leeds Heritage Theatres Gift Vouchers

Where do I find press information?

For press related questions, visit our Press page.

Where do I find technical information?

For technical related questions, visit our Technical page.

Where do I find information about your learning programme?

For questions related to our learning programme, visit our Take Part page.

Do you offer prizes for charities?

Leeds Heritage Theatres (a registered charity) supports community efforts and non-profit organisations by donating a limited number of ticket vouchers for a variety of fundraising and benefit events. It is our policy to only donate to non-profit organisations. Ticket donations are only considered for use at fundraisers. Before submitting a request, please note the following:

The request must be presented on the official letterhead
Include the company name, postal address, event name and date. Also, provide the name, phone number and email address of a contact person
Provide a charity number where possible
The request must be made at least four weeks in advance of the event
Tickets will be distributed on a first-come, first-served basis
Once a request has been received and reviewed, the contact person will be notified if the request has been granted
If a request has been approved, a voucher for the collection of tickets will be issued
Requests must be received in writing by mail or email

Vouchers are redeemable for tickets to selected productions during the current season. Tickets are subject to availability therefore to avoid disappointment we strongly recommend that the voucher be presented to Box Office at the relevant theatre in advance of the performance. Vouchers may not be used in exchange for a refund on previously purchased tickets or in combination with another other offer.

The voucher is only valid for the date/s stated on the voucher and cannot be exchanged for an alternative date or performance. Lost or misplaced vouchers cannot be replaced; only original vouchers accepted (no photocopies), vouchers have no cash value.

All donation requests are typically reviewed within two weeks. We appreciate your patience as we process and respond to each request. The organisation requesting the donation will be contacted by email or post regardless of whether or not the request is approved.

All donation requests should be direct to charity@leedsheritagetheatres.com.

COVID-19 Information

Rescheduled performances and refunds