Buying West End tickets at Theatre Tickets Direct: delivery, exchanges and cashback
Theatre Tickets Direct sells tickets for West End shows in London, plus restaurant bookings, show and meal packages and gift vouchers. Nothing is posted: tickets arrive by email, so the question is not where the shop ships but what happens if plans change. This guide covers delivery, cancellation, exchanges, what to do if a show is cancelled and how cashback works. The shop is in English and works for visitors from abroad as well as from the UK.
How you receive your tickets
Tickets are delivered by email. In most cases they are sent instantly after booking. For some performances the theatre only releases them up to 48 hours before the show, and the shop says this is clearly shown at the time of booking. If you cannot find the email, check your junk folder. If you typed the wrong name or email address, write to [email protected] as soon as possible. Because everything is digital, you can book from anywhere before you travel to London.
Fees and payment
Tickets carry a per-ticket booking fee and an optional non-refundable TicketPlan charge. The full payment is taken from your card at the time of booking. Gift vouchers can be redeemed at checkout, and if a voucher does not cover the whole booking, you pay the remainder by credit card. Gift vouchers are valid for 24 months from purchase.
| At a glance | Theatre Tickets Direct |
|---|---|
| Delivery | by email, usually instantly |
| Cancellation | not possible once booked |
| Date change | sometimes possible, administration fee, theatre must agree |
| Payment | full amount from your card at booking |
| Contact | [email protected] |
Cancelling and exchanging
Once tickets are bought they cannot be cancelled or refunded, and seat changes inside the same performance and price band are not allowed. Exchanges to another date are possible in some cases and depend on the ticket supplier. Where an exchange is offered, an administration fee of 10% of the booking applies, the new tickets must be of the same or higher value, and the request has to reach the shop at least 5 days before the original date. Email your booking reference and the new date you want, and they will tell you the options.
If you bought TicketPlan protection, refunds follow TicketPlan's own terms. It typically covers specific unexpected circumstances such as illness or travel disruption, but not a change of mind.
If a show is cancelled
When a performance is cancelled, the shop contacts you with the options. These can include a refund of the ticket price or an exchange to a later date, subject to availability. Tickets are not refunded if you miss the start or part of the show. Latecomers are usually let in at a suitable break.
Good to know for your visit
- Accessible and wheelchair seats are usually booked directly with the theatre.
- Arrive at least 30 minutes before the start. No ID is usually needed, and tickets can be passed to someone else.
- Photography, filming and recording are not allowed during the show.
- No babies in arms, and young children only if over 3 and calm enough not to disturb others. A minimum age, if there is one, is on the show page.
- Prices can differ by date, with weekends and school holidays costing more.
Using cashback
Open the Theatre Tickets Direct page at daily cashback, where the current rate (1.75%) and the offers we check every day are listed. Press the shop button, then book as you normally would. In your free account the cashback shows as pending and becomes confirmed once the shop has reported the booking. Because tickets are non-refundable, a refund is the exception, but any refunded amount is deducted from the cashback.
Practical tips
- Check names, date and seats before you pay, since changes cost a fee or are impossible.
- Finish the booking in one visit and close other cashback and voucher sites, because a later click can replace the first one.
- A code from an outside source can cost you the cashback. Current offers are on the shop page with us.
As of October 2026