Our Box Office telephone line (03000 266 600) is open 10.00am – 8.30pm Monday-Saturday and 2.00pm-8.30pm on Sunday. You can also book in person during these times.
All tickets bought online can either be printed at home, delivered to you or must be picked up from the Box Office at least 15 minutes prior to the start of the performance. Please bring along the method of payment used in the transaction as proof of identity.
If your tickets were bought as a gift then please contact us from the email account associated with the purchase, and we will arrange for their collection by a third party.
When purchasing online, prices will include a £2 fee per transaction – customers who do not wish to pay this can book over the phone or in person.
Payment Methods
We accept cash (in person only), cheque (with a valid cheque card) and all major credit/debit cards, with the exclusion of American Express.
Reservations
Tickets that have been reserved and are awaiting payment will be held for 3 working days, after this time they will be put back on general sale. We cannot take ticket reservations within a week of a performance.
Concessions
For most shows, discounted tickets are available to children under 16 or in full-time education, full-time students with a valid NUS card, people with disabilities (and their carers if applicable), persons aged 65 and over, and those out of work and in receipt of state benefits.
We try to make our theatre accessible to everyone. If you have any particular requirements please inform our Box Office when booking tickets.
Proof of status for all concession seats purchased must be produced when collecting tickets from the Box Office.
Refunds and Exchanges
Tickets cannot be refunded, except in the unlikely event of a performance being cancelled. Only the face value of the ticket will be refunded.
Family Tickets
Family tickets are available for certain family shows. Your family ticket must be comprised of at least four seats, with a minimum of one child.
Babes in Arms
The Gala Theatre aspires to make all of our customers welcome, no matter how small and we really hope that our younger visitors become regulars at our theatre and cinema. In consideration of our audience and performers, we just ask that those under the age of 3 are only admitted to shows aimed at the very young. If in doubt, you can check with Box Office. For those under one year old, babes-in-arms tickets are available for selected shows.
Combined Tickets
If you are buying a combined ticket (a ticket for two events or more, your discount will be added at the checkout stage. You will need to select your first event and choose your seats and then ‘Continue Shopping’ and add the second event. The discount will be applied across all tickets in your basket, but will total the correct amount.
Offer Codes
If you have an offer code, you will be asked to enter it at the final checkout stage of your purchase. Offer codes are for a limited period and will expire 30 minutes prior to the performance beginning. Some events are excluded from offer codes, please check individual show web pages for details. Offer codes can only be online, over the phone or in person at the Box Office.
Offer codes apply to full price tickets only and exclude concessions and other sales promotions. Please check your booking carefully after entering an offer code; the ticket booking system will override any concession and sales promotion tickets in your basket (for example, an offer code will override a 2 for 1 offer, and treat them as two full price tickets which could make your total booking more expensive). Please contact our box office if you need any further help with offer codes.
Offer codes are not vaild on tickets already purchased and cannot be used in conjunction with any other offers.
Single Seat Policy
We are committed to ensuring that our performances are as fully attended as possible, both in the interests of our producers and our audiences. Occasionally potential occupancy is compromised if we are left with unsold single seats, and as a business we need to manage the supply of tickets. In the majority of cases our single seat policy doesn’t hinder the ticket purchase process, but there will be instances when the online purchase process will fail, for example when customers are told they cannot buy two tickets because it would leave a single seat.
We understand that customers may have specific access requirements and we would always do our best to cater for these, offering alternative solutions. If you would like further information on the policy, please contact our Box Office on 03000 266 600.
Latecomers
Latecomers will be admitted at the discretion of our Duty Managers. Please note, some performances have a strict no latecomers policy and we are unable to refund ticket purchases if you miss the performance start time. As the theatre is situated in the centre of Durham City, we would advise you to consider possible traffic delays or parking difficulties when planning your journey.
Customer Service
We welcome your feedback regarding all aspects of our theatre. You can call our Box Office on 03000 266 600, email us at boxoffice@galadurham.co.uk, or write to Gala Theatre, Millennium Place, Durham, DH1 1WA.
