Question 1

How will I receive my ticket(s)?

Accepted Answer

Tickets are sent via email once your booking is complete. You’ll receive both a PDF e-ticket and a digital '.pkpass' file for use with Apple/Google Wallet or third party app.

Tickets are also available anytime via the ‘My Tickets’ tab on the Box Office website. This is why creating an account is required, to help ensure your tickets are easily accessible and not lost.

Question 2

Will I receive physical ticket(s)?

Accepted Answer

No, tickets are digital by default and no physical tickets will be produced.

Question 3

Do I need to print my ticket(s)?

Accepted Answer

We recommend not printing your ticket to help reduce paper waste, unless absolutely necessary. You can show your digital ticket on your mobile device at the door.

Question 4

Can I choose where I sit?

Accepted Answer

Depending on the event, you may be able to choose your seats during booking. Some of our events may be general admission, but this will be clearly stated when booking. If seats are selectable, an interactive seating map will appear during checkout.

Question 5

Do you offer accessible seating?

Accepted Answer

We always plan with accessibility in mind, and the venues we use all offer accessible seating. Accessible tickets are available to purchase for every show.

Your accessible ticket will include entry instructions, parking details, and any other important information for your visit.

If you have any questions regarding accessibility, please don’t hesitate to contact us at boxoffice@masquerades.co.uk ()or speak to a member of the Front of House team upon arrival to the show.

Question 6

Can I book tickets for someone else?

Accepted Answer

Yes! Just make sure they have access to the tickets or are arriving with you. Tickets are issued under the lead booker's name, but you are more than welcome to share individual tickets if needed.

If you are providing another member of your party with access to a ticket, please ensure you know exactly which ticket you gave them, as each ticket can only be scanned once.

Question 7

Can I transfer my tickets to different performance?

Accepted Answer

Yes. Please check availability for the performance you wish to transfer your tickets to first, then contact us at boxoffice@masquerades.co.uk.(boxoffice@masquerades.co.uk)

Question 8

Can I get a refund?

Accepted Answer

Unfortunately, we’re unable to offer refunds. However, you’re welcome to resell your ticket to another person using our transfer process above.

Question 9

Do I need an account to book tickets?

Accepted Answer

Yes – you’ll need to create an account before selecting your tickets. This ensures your booking is linked to you, allows for easy ticket management, and provides access to the ‘My Tickets’ tab on the website.

Question 10

How do I add my e-ticket to my Digital Wallet?

Accepted Answer

After booking, you’ll receive a confirmation email with a ‘.pkpass’ file attached.

• On iPhone: Simply tap the file and select “Add to Wallet” to store your ticket for quick access at the door.
• On Android: You can add the file to Google Wallet or import it into a third-party wallet app that accepts '.pkpass' files.

Please note: Wallet passes cannot be re-downloaded through the ‘My Tickets’ tab — they are only available via your original confirmation email.

Question 11

Help! I've lost my ticket?

Accepted Answer

No worries, you can easily get it back. In your original confirmation email, you’ll find a PDF containing all your e-tickets and a '.pkpass' file for adding them to your digital wallet.

If you’ve misplaced the email, simply sign into your account and head to the ‘My Tickets’ tab, where you can re-download your PDF tickets at any time.

Question 12

I have another question - who can I contact?

Accepted Answer

Feel free to email boxoffice@masquerades.co.uk (mailto:boxoffice@masquerades.co.uk)and we'll help you out.

Return to Main Website

Box Office Help

Need Further Assistance?
📧 boxoffice@masquerades.co.uk

Return to Main Website

Box Office Help

Need Further Assistance? 📧 boxoffice@masquerades.co.uk

Need Further Assistance?
📧 boxoffice@masquerades.co.uk