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Frequently Asked Questions
Looking to book tickets?
Can I purchase tickets by phone?
Of course. You can call our telephone booking hotline on 0871 220 0260 (calls cost 13p per minute plus network extras). You can also call our dedicated West End Theatre booking line on 0844 412 2711 (calls cost 13p per minute plus network extras). Contact Customer Services Online here if you wish to make an enquiry about your existing order.
How can I pay for my order?
We only take payments by credit or debit cards, See gift vouchers or Theatre Tokens. We accept Visa, Delta, MasterCard, JCB, Electron, Switch and Solo cards. You can also pay using PayPal or your MasterPass wallet, click here for more information on MasterPass. We regret that we do not accept American Express or Diners Club cards. We cannot accept payments by cash, cheque or postal order. If you wish to pay by these methods, you should contact the venue directly to see if they can help. To redeem a See gift voucher, you will need to call us on 0115 912 9105 (calls cost 13p per minute plus network extras), as they can not currently be used online. To use Theatre Tokens, you need to call our dedicated West End Theatre booking line on 0871 297 0077 (calls cost 13p per minute plus network extras), as they also cannot be used online.
Where can I see your Terms and Conditions?
They are available to read in full on the final page of the booking process. If you wish to read them again, just click here.
If I am a disabled person what is the best way for me to make a booking?
Many venues handle disabled bookings directly, as they need to talk to the customer to determine specific access requirements and book the most appropriate seating relating to their disability. If this is the case, we're usually able to provide you with the venue's direct phone number. Please call us on 0871 220 0260 (open 24/7) (calls cost 13p per minute plus network extras).
Whilst we book accessible seats for some venues, again, we prefer to speak to customers to ensure they are given the best seating options regarding their disability and access requirements. For these reasons, most events are not set up to book disabled tickets online, for which we apologise. So please give us a call and we'll do what we can to help.
Absolutely. We can organise group bookings for West End Theatre and some other events. Just call our group booking department on 0844 412 4650 during office hours (calls cost 6p per minute plus network extras), email email@example.com or fax on 020 7087 7776 and they'll be happy to help.
What is the company name that will appear on my credit card statement?
Payments made to us will appear on your card statements in the following ways: West End theatre bookings as "Tickets 0870 899 3338". For all other bookings they will appear as "Event Tickets 0871 230 0010"
How do I know if my booking has gone through?
Once you have completed the booking form and submitted your order, you will get an email confirmation from us - please ensure that you enter your email address correctly when booking.
Your email confirmation will show details of your order including: show, date, venue, number of tickets and booking reference.
Many email account providers offer a filter service to protect you from unwanted junk mail or 'spam'. It is possible that your email confirmation from us has been mistakenly filtered by this service; so if you do not receive email confirmation from us within 48 hours, please check your Junk Mail and/or Deleted Files folders first. If you still cannot find your confirmation email, you can request for it to be resent - by logging into our Customer Services area here.
I live outside of the UK, will you mail my tickets to me?
It is not always possible to post tickets overseas. You will need to collect them at the venue, if:
- the tickets would normally be dispatched by secure mail (£4.80 or higher transaction fee), or
- the event is less than 20 days away.
In the event that your tickets are set for collection, we will email you to advise you of this. If you are unsure, please Contact Customer Services Online by logging into our Customer Services area here to confirm whether or not we will be posting your order. If you do have to collect your order, you will need to bring the card you used to pay for the tickets, photo I.D and your order reference number.
You can also request your order for collection instead of posting, just use the contact link above to ask us.
How can I find out if tickets for an event are on sale?
Two ways - search or browse. To search for an event, type the event, artist, venue or location into the search box at the top of the page and click Search. You'll get back a list of everything on our database that matches your search word or phrase, so make sure your spelling is correct. To browse for an event, click on the relevant event link (for example, "Theatre"), you will then be shown top sellers and new events in that category. You can also browse our A-Z listing of all the artists we have on sale/coming on sale soon. If a show is not yet on sale, we may not have any information regarding dates/venues/prices confirmed. Nor can we confirm on-sale dates and times in advance.
To keep up with all the hot on sales and news you can sign up to our weekly newsletter here or follow us on Facebook and Twitter
Why do I have to pay a service charge?
The price of a ticket is set by the event organisers. They don't pay us anything to sell their tickets, so in order to function See has to charge on top of the face value of the ticket. We do this on a per-ticket basis to allow us to provide a 24/7 booking service and order processing, this also covers our staff, customer services, credit card commissions and all the other costs associated with running our business. The actual amount we charge is negotiated with the venue or promoter for each individual event, and it is non-refundable in the event of a cancellation.
What's the transaction fee for?
The transaction fee covers the costs of processing orders, printing, packing and delivering the tickets to you. This fee also applies to tickets arranged for collection at the venue. The transaction fee applies per order not per ticket. If you purchase six tickets, you only pay one transaction fee. The transaction fee will vary depending on what type of postage we are being asked to use by the event organiser and these costs are reflective of the amount that See are charged by dispatch companies. First class post and courier delivery prices will vary accordingly. See only send tickets securely for events that do not issue duplicate tickets in the event that tickets get lost in the post. This fee may also be applied to both print at home and e-tickets to cover the cost of deploying technology and/or staff to the venue site.
Is your site secure?
Yes it is. For security when booking, your details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You'll need to be using a browser compatible with SSL (most modern ones are).
Why do tickets sell out so quickly?
Unfortunately for some events, demand for tickets far outweighs the number we can supply. Tickets are sold to customers on a first-come first-served basis, and we do not operate a waiting list for cancellations.
Can I cancel my order if I change my mind?
Unfortunately not. Tickets purchased from See are strictly non-transferable and non-refundable. The only time we would offer a refund is if the event is cancelled, moved to another date, or if details of the event are significantly changed after an order is placed (significant changes being a change of headline act (concerts only) or venue).
Why is there a limit on the number of tickets I can buy?
Some shows have a limit on the number of tickets one customer/household/card-holder can purchase. These limits are set by promoters and organisers, not by See Tickets. If you attempt to purchase over the show limit using the same name, address or card number, See reserve the right to cancel your order at any time without notice. If you are only being allowed to purchase one ticket for a seated event, this indicates there may only be single seats available in the auditorium. If you do not wish to sit on your own, please do not book, as we will be unable to exchange your seat or offer you a refund.
Shopper Discounts & Rewards
If you have any questions about Shopper Discounts & Rewards or My Time Rewards, please click here.
Great British Discounts
If you have any questions about Great British Discounts, please click here.
What is MasterPass?
For all information on MasterPass please click here.
Split It With PayPal is a simple way to share the cost of tickets with your friends and family - just click the Split It With PayPal button on your ticket confirmation page. You can find more information here.
Already ordered your tickets?
How do I get a reference number?
You get one automatically as part of the booking process. If you buy online we'll send you a confirmation email that will include a booking reference number. If you buy over the phone we'll give you your booking reference at the end of placing your order. You'll need your booking reference if you want to track the progress of your order using our ticket tracker, so keep it safe.
Resend your confirmation email, which includes your reference number by logging into our Customer Services area here
I haven't received my confirmation email, what should I do?
If you don't receive your confirmation email, please allow up to 24 hours for it to reach you at busy periods and also check it hasn't gone into your junk mail folder.
If you are still have trouble getting your confirmation email, you can check your order has gone through by logging into our Customer Services area here and use the option on the next page to resend your confirmation email.
I've lost my booking reference number - what can I do?
You can retrieve your reference number from our customer Services area here by selecting "Forgotten your details" and entering your email address. A reminder of all your previous orders will be emailed to you.
If I move house before my tickets arrive, how do I tell you about my change of address?
You can change your address online by logging into our Customer Services area here, providing that they haven't yet been printed or despatched. Click on 'I want to change my delivery address' in the section 'Your Details'. If this does not show, it is because your order has already been printed or despatched so it is no longer possible to change the details.
If you have forgotten your details or are experiencing any other problems then log in to access our Contact Customer Services online form at the top of the page here.
West End Theatre bookings: If you booked by phone specifically for West End Theatre only, please contact 0115 8963095 (calls cost 13p per minute plus network extras).
Where are my tickets?
The best way to find out where your tickets are is to use our ticket tracker after logging in here. You'll need your booking reference number (contained in the confirmation email we sent you when you ordered your tickets or given to you verbally if you ordered using the phone), order postcode, and your email address. Just follow the on-screen instructions and you'll soon find out what stage your order is at.
I've tracked my order and it says there is a fault. What should I do?
A 'fault' may appear on the order if you have contacted us and are expecting a Customer Service call back. This could also be if you have requested an address change and it has been unsuccessful.
If you haven't contacted us regarding your order and you can see a 'fault', please contact us online with your order by logging in here.
Can I cancel or change my booking?
We regret that we cannot exchange, refund, transfer or return tickets unless the event in question is cancelled or details of the event are significantly changed (for example venue, date etc). However, we do offer an ethical resale service for tickets which have been purchased through See. Fan-to-Fan allows customers to resell their tickets at the price they paid or less. It is completely free for sellers to list tickets using Fan-to-Fan.
I can't make the performance - can I exchange my tickets or get a refund?
Unfortunately not. See has a policy of no refunds or exchanges. The only exception is if the event is cancelled or rescheduled.
What happens if an event is cancelled or rescheduled?
As soon as an event is officially cancelled we'll contact you via the contact details you gave us when you booked your tickets, and explain what happens next. If a show is being rescheduled, you will be given a choice between attending the rescheduled event or getting your money back. If you have the tickets in hand, you may be asked to return them to us before we can issue a refund.
Can I collect my tickets at the box office? Can someone else?
If you prefer, you can usually ask us to send your tickets straight to the venue box office for you to collect. Sometimes, if the show is coming up very soon or for other reasons, See may ask you to collect your order if we can't get it to you by post. In this case, you will need to present the credit or debit card you used to pay for the order, and the reference number at the venue box office. We recommend that you keep your email confirmation and print a copy as further proof of your purchase.
We can not organise for another person to collect your order on your behalf. The cardholder needs to collect and produce the credit card used to make payment and sign a receipt. This is part of the credit card merchant agreement and is in place to protect both See and the cardholder from potential credit card fraud. If someone else tries to pick up your tickets, or you don't have the card with you, See can not guarantee that the venue will release the tickets.
How do I contact See customer services?
Before you do that, are you sure you need to? Most of the questions our customer service people get asked are answered here or elsewhere on this site. However, if you do need to speak to our customer service people then start by logging in here and contacting us online.
I have not received my tickets.
Track your order by logging in here, using your booking reference, postcode and email address. This will show details confirming your order and whether your tickets have been mailed out to you yet. Most orders will be sent 7-10 days before the show.
When will my tickets be sent? Can I get them next week/in time for Christmas/my birthday?
Tickets for the majority of shows are sent around 7-10 days before the event. This is done to try and help See and event promoters combat ticket re-sale, forgery and loss. Unfortunately it is not possible to get your tickets dispatched on request. Due to the high number of tickets we dispatch on a daily basis, it is not possible to print and send an individual booking.
How will my tickets be sent? Can this be changed?
Depending on the transaction fee that was charged, they will be sent in one of five ways. We use a courier company (one that uses the same procedure for the delivery of UK passports and other government identification documents) or Royal Mail Special Delivery for tickets that can not be replaced. Other tickets are sent by Royal Mail - First Class post if the show is within 14 days or Second Class if more than 14 days away. We also offer Print at Home tickets for selected shows, if this applies you will be given the option at the time of booking, and we'll send you an email containing a secure link to your tickets. With the exception of Print at Home orders, the type of postal service can not be changed or upgraded. Due to the volume of orders we print and dispatch in any one day, it is not possible to locate an individual booking in the system and make this change. If you select Print at Home and then have problems e.g. not receiving the email, the link is broken, your printer is out of ink etc, contact us here and we may be able to arrange to have your order posted or collected at the venue instead.
My tickets have arrived and they're not what I asked for - what can I do?
The first thing to do is let us know. Use our contact form here and give us as much detail as possible - what tickets you have received, or if something is missing, what ticket numbers have you got? Obviously you need to contact us before the event - we can't rectify things retrospectively. We'll then do our best to make sure you have everything you need in plenty of time for the show.
I've lost my tickets - what can I do?
Unfortunately See cannot replace lost or stolen tickets.
If you have mislaid your tickets or think they have been stolen, the first step is to contact us here and we'll see what we can do to help. However, please note most types of tickets can not be replaced due to loss.
For example most general admission or standing tickets cannot be reissued as that might mean the venue would exceed its capacity, contravene health and safety and therefore jeopardise it's license. The good news is that for some events, tickets can be reissued and in this case they're usually left at the box office for collection. You may be asked to complete an indemnity form stating you have lost the tickets.
What is Complete Savings?
Complete Savings is an online membership programme ideal for those who shop online regularly. Members can access many discounts and cashback opportunities from top name retailers and service providers.
You may have been offered the chance to join the Complete Savings programme after you completed an online booking at See Tickets.
As a Complete Savings member, you can claim an initial welcome reward and monthly cashback bonuses, and you can earn 10% cashback at over 650 online stores, and get up to 20% off popular gift cards.
After the first 30 days of membership you will be charged a regular monthly fee. You can cancel your membership at any time.
It's easy to contact Complete Savings if you have any questions about your membership.
The text completesave.co.uk will appear on your bank statement if you are a member of the Complete Savings programme. After the first 30 days of membership you will be charged a regular monthly fee. You can cancel your membership at any time.
As a member of Complete Savings, you have access to cashback offers at over 650 online retailers. On top of this, you can get up to 20% off popular gift cards and you can claim a member bonus each month when you shop online.
You're free to cancel your membership at any time, so feel free to get in touch with any questions.
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