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COVID-19 Information

You can contact us on 0113 243 0808, Monday-Saturday from 10am-6pm, or up-to 15 minutes after the start of a performance/screening if one is programmed for that day. Email remains the best method of communication*, 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

Our Box Office is open from 2.30pm, Monday to Friday, closing at 6pm on non-show days and 30 mins after the show starts on show days. When we have shows on Sundays and Bank Holidays we open one hour prior to the show starting and close 30 minutes after the show starts.

Please see below for Frequently Asked Questions during this period. Can’t find the answer?

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 communications. We also advise you to check your junk/spam/work/alternative emails.

Rescheduled performances and refunds

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

Customers will be contacted via email*, and depending on how short notice the cancellation is, a text may be sent, plus updates will be posted across our social media channels. If you are unsure you can:

  • 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 call Box Office on 0113 243 0808 or 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.

**Please note, since our move to a new booking system on 12 April 2022, customers who booked tickets prior to this date, and didn’t download/print them at the time, will no longer be able to do so – please don’t worry. You can either collect them from Box Office, ask us to resend them, or more simply, you can show your confirmation on entry by logging into your account (tickets must be valid for the correct date).


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 call Box Office on 0113 243 0808 or 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 due to them being processed by BACS whilst we move to a new payment provider. Please accept our apologies; we appreciate your patience in this matter

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

Should you need to get in touch, you can call 0113 243 0808, Mon-Sat, 10am-8pm, or email boxoffice@leedsheritagetheatres.com. Please note a response can take up to 10 working days


Why haven't you refunded my booking fee?

We reserve the right to keep booking fees as stated in our Ts&Cs; currently they are being used to support the huge administration costs incurred by the pandemic, including refunding and rescheduling shows, and to also help maintain our three heritage buildings


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 call Box Office on 0113 243 0808 or 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

*Please note, since our move to a new booking system on 12 April 2022, customers who booked tickets prior to this date, and didn’t download/print them at the time, will no longer be able to do so – please don’t worry. You can either collect them from Box Office, ask us to resend them, or more simply, you can show your confirmation on entry by logging into your account (tickets must be valid for the correct date).


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

Don’t worry, any gift, programme, ice cream or drink vouchers that were valid and unused on 17 March 2020 will be extended until 31 December 2022

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

 


I'm not happy, how do I let you know?

Leeds Heritage Theatres is committed to providing the best possible customer experience, but we do acknowledge that sometimes things go wrong. If you find the need to make a complaint, we aim to;

  • encourage dissatisfied customers to comment/speak to a member of staff immediately
  • resolve the problem quickly and effectively
  • learn from the situation and put measures in place to prevent it happening again

If you are unable to give us your feedback immediately, please contact us via the following methods:

Complaints process

  • The details of the complaint are recorded and an acknowledgement of receipt will be sent to the customer
  • The complaint will be investigated internally and a full response sent within 15 working days
  • If an appeal is made against the initial complaint, the correspondence will be passed to a member of our Senior Management Team, who will review the complaint and respond directly to the customer within 15 working days

Booking tickets whilst our venues are closed

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

  • You can contact us on 0113 243 0808, Monday-Saturday from 10am-8pm
    • 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 Box Office opening hours are listed below. We endeavour to adhere to these times but they are subject to last-minute changes. We do encourage customers to book online to reduce contact and keep everyone safe:

Week commencing 27 June 2022 

 Leeds Grand Theatre

    • Mon-Wed: 4-8pm
    • Thu: 12.30-8pm
    • Fri: 4-8pm
    • Sat: 10am-8pm
    • Sun: Closed

City Varieties

    • Mon: 10am-3.30pm
    • Tue: 10am-7.30pm
    • Wed: 10am-3.30pm
    • Thu: 10am-12pm
    • Fri: 10am-3.30pm
    • Sat-Sun: Closed

*Please note, from April 12th 2022, due to a much-needed update to our ticket booking system, you will notice a difference in the booking path (hopefully you’ll find it much easier to navigate!). When you first go to book tickets after this date, you will be prompted to enter the email address you have used previously, to which a link will be sent. Click on this link to book tickets. On completion, you will be asked to set a password for your account; we suggest you make a note of this so you can access your account at any time via the link at the top of our website.


How do I collect my tickets?

Tickets for our venues can be posted (£1 charge), emailed, printed at home or collected from our Box Offices. 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

*Please note, since our move to a new booking system on 12 April 2022, customers who booked tickets prior to this date, and didn’t download/print them at the time, will no longer be able to do so – please don’t worry. You can either collect them from Box Office, ask us to resend them, or more simply, you can show your confirmation on entry by logging into your account (tickets must be valid for the correct date).


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

View the City Varieties seating plan

  • 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

Booking Protect T&Cs


What is your refund policy when buying tickets from an agent?

For your own piece of mind, Leeds Heritage Theatres strongly suggests you buy tickets direct from our venues (through our website or Box Office), but if purchasing from an agent, we highly recommend that they are reputable and do not sell tickets at inflated prices. Please note, your terms and conditions regarding refunds or exchanges are with the agent and not Leeds Heritage Theatres. We’re sorry, but we are unable to amend bookings made by agents

 


General Information

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 become a Member?

Simply follow the link below for more information and to join. What will you come to next?

Anybody who purchased a membership throughout closure, or that expired before 31 March 2021, your membership is now valid until 30 June 2022. We want to thank you for your continued support and loyalty.

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. Any vouchers that were purchased whilst we were closed will be valid until 31 December 2022. If purchased since we have reopened, they will be valid for one year from date of purchase as per our usual T&Cs

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


I'm not happy, how do I let you know?

Leeds Heritage Theatres is committed to providing the best possible customer experience, but we do acknowledge that sometimes things go wrong. If you find the need to make a complaint, we aim to;

  • encourage dissatisfied customers to comment/speak to a member of staff immediately
  • resolve the problem quickly and effectively
  • learn from the situation and put measures in place to prevent it happening again

If you are unable to give us your feedback immediately, please contact us via the following methods:

Complaints process

  • The details of the complaint are recorded and an acknowledgement of receipt will be sent to the customer
  • The complaint will be investigated internally and a full response sent within 15 working days
  • If an appeal is made against the initial complaint, the correspondence will be passed to a member of our Senior Management Team, who will review the complaint and respond directly to the customer within 15 working days