TRP is back in show business! Click here to read about our safety measures. See you soon!

Frequently Asked Questions

Please find below some of our frequently asked questions regarding ticket booking, visiting Theatre Royal Plymouth or the Production and Learning Centre at TR2, and where to eat or drink at the theatre.

If you have any other questions, send us an email or call 01752 267222.

Lockdown FAQs

I am unable to attend a rescheduled performance. What shall I do?

You are entitled to a refund for the purchase price of each ticket. This can be paid back to your original payment method or transferred to a TRP e-gift voucher or Emergency Appeal donation.

Choosing an e-gift voucher, to put towards future productions of your choice, is the best way for you to help support TRP and our work across Plymouth and the region during this crisis. We are a registered charity and have closed our doors for the first time in 37 years. We really want to be here for you when this is over and choosing a gift voucher over a refund really does make a huge difference to our future. If you do choose this option, as a thank you for your support we are extending the life of all gift vouchers at this time by an additional 12 months, so it will be valid for three years rather than the usual two. You may also choose to nominate some or all of the value of your tickets to our Emergency Appeal. For all refunds to gift vouchers, or to make a donation to our Emergency Appeal, please email boxoffice@theatreroyal.com specifying your choice.

For all refunds back to your card please do contact our Box Office on 01752 267222 (Monday – Saturday, 10am – 5pm). Please note that due to data protection we can only refund/speak to the individual who originally purchased the tickets. We do not store card details so please have the card that you originally used to hand. We can only refund back to the original payment method and are unable to process bank transfers.

I heard that the show I have tickets for has been rescheduled. What shall I do next?

If we have your email address on the system you should have received an email or a letter from us with details of your new performance date(s). If you are happy with the new date, you do not need to take any action and new tickets will automatically be issued to you in due course (please keep hold of your current tickets for now). If you are unable to attend the rescheduled date, please see the previous question above.

I would like to exchange my tickets for another date of a rescheduled performance. How do I do this?

If you are unable to attend the rescheduled date of your currently booked performance and wish to transfer to another, we will do our best to accommodate this depending on seating availability. Please email our Box Office on boxoffice@theatreroyal.com or contact them on 01752 267222 (Mon – Fri, 10am – 2pm). Ticket prices may vary depending on the performance you wish to swap to.

Why haven’t I heard from you about a cancelled performance?

A list of all productions that have been cancelled or rescheduled can be found here, and all affected customers have been contacted by email or letter. If you have not yet heard from us, we may not have the most up-to-date information for you. In this case, please contact our Box Office on 01752 267222 between 10am – 5pm, Monday – Saturday.

Am I able to receive a refund for a non-cancelled/rescheduled show?

A list of all productions that have been cancelled or rescheduled can be found here. Unless your show is on our cancelled or rescheduled list, we are currently unable to process refunds as per our Terms and Conditions. Should the status of the show change, you will be contacted as soon as possible and notified of your options for refund.

Can I receive a refund on a Membership I’ve purchased?

Memberships are not eligible for refunds, as per our terms and conditions. Memberships cover a minimum of 12 months and enable access to benefits such as priority booking access and discounts on show tickets.

I was given a Gift Voucher as a present. It doesn’t expire until next year, am I able to extend it?

Gifts vouchers are non-refundable once issued (see T&Cs). All vouchers purchased between May 2018-Dec 2019 will now expire on June 30 2021. Vouchers purchased in 2020 and up to our reopening on Thu 27 May expire after 3 years from the date of purchase. Vouchers can be used immediately and, in terms of ticket purchases, towards any production currently on sale, even if the performance date is later than your voucher expiry.

It states in Adrian Vinken’s article in the Herald/Plymouth Live that you are not opening till the Autumn. I still have tickets for a show that is still active in the summer. What’s happening?

A list of all productions that have been cancelled or rescheduled can be found here, and all affected customers have been contacted. If there are any changes to future productions you hold tickets for, rest assured you will be contacted with details of your options. We are working closely with producers to ensure, if they cannot take place on their original dates, productions are rescheduled. We will be in touch as soon as possible, thank you for your patience.

The tickets I have are for a postponed show and I am still waiting for new the new dates. Do you know what is happening?

We are currently in talks with producers in order to confirm new dates for these productions. Once we have confirmation we will be informing all ticket holders as soon as possible. Thank you for your continued patience and support.

What are the current Box Office opening hours?

Our phone lines are open Monday – Saturday, 10am – 5pm. Please note that our Box Office are working to a reduced staffing capacity and opening times, so the length of your wait time may vary. Please bear with us and thank you for your patience.

We are currently closed for in person bookings. Please note the theatre is only open for performances.

When will the theatre re-open so I can come in and collect my tickets?

Theatre Royal Plymouth is open again for performances, but in-person bookings are not available. Our Box Office phone lines and website are available to take bookings for future performances.

You will be issued with e-tickets for any upcoming productions.

Can you send me a new brochure?

We are currently unable to send out printed brochures. Please visit our website www.theatreroyal.com for the latest information on our programme.

I paid by cash/cheque for my tickets. Why can I not receive a refund via this method?

As our building is currently closed, we are unable to process cash or cheque refunds. We are happy to transfer the value back to a card of your choice or an e-gift voucher, please contact us on 01752 267222 (Monday – Friday, 10am – 2pm) for more information.

I agreed to have a Gift Voucher for the value of my tickets for a show that was cancelled at the beginning of Covid-19. Is this Gift Voucher safe?

Thank you for choosing to support the Theatre by having your ticket purchase transferred to a gift voucher. These remain valid for an extended three year period, throughout which you will be able to actively purchase tickets for future productions/Memberships at TRP. Rest assured that your money is safe and protected.

Why do you not refund postage fees?

If your tickets have not been issued from our system (i.e. printed and posted out to you ) and you have paid for this service, you will be able to receive a refund on the postage fee. If your tickets have been issued and sent out to you, we can only refund the price of the ticket as the service has been used.

How long does my refund take to get back to my card?

If you have been in contact with our Box Office directly, please allow for 5 working days. If you have requested a refund via the website ‘request a refund’ service, please allow for 14 working days.

Where are my tickets?

If you purchased tickets after the 23rd March 2020, these will be safe on our system and will not yet have been printed or issued due to our building currently being closed. We will not be issuing physical tickets. An e-ticket will be emailed to you prior to the performance. You will need to show this to our front of house team on arrival on a digital device, or as a physical print-out. If you’ve not received your e-ticket 24 hours before the performance, please make a note of your order number and bring a digital/printed copy of your Order Confirmation email along with you.

Booking information

How do I book online?

You can book for any of our productions by visiting our What’s On section and clicking any of the ‘Book Tickets’ buttons.

If you are experiencing problems booking online please call our Box Office team on 01752 267222.

How do I book in person?

The Theatre Royal Plymouth building is currently closed to the public due to the Coronavirus Pandemic, and therefore booking in person is not currently possible. You can still book for future productions over the phone and our Box Office phone lines are open 10am – 2pm, Mon – Fri (01752 267222). Please be aware that the team are working at a reduced staffing capacity, so may take longer than usual to answer your call.

How do I book on the phone?

Please call our Box Office on 01752 267222.

Booking lines are open from Monday to Sunday 10am–5pm from 7th December 2020 – 9th January 2021

Exceptions – Christmas Day, Boxing Day and New Year’s Eve

Please note the booking lines may close early on some occasions.

How many tickets can I book online?

You may book up to 9 tickets per online order.

Groups of 10+ or school groups can use our dedicated Group Sales service on 01752 267222 (option 1), from Monday to Saturday, 10am–5pm or you can e-mail group.sales@theatreroyal.com.

What concessions are available?

We have a wide range of concessions, as below:

  • STU – Students in full-time education, those with valid NUS/School ID card.
  • U16 – Aged under sixteen.
  • O60 – Aged over sixty.
  • Disabled* – Disabled person.
  • Schools* – School groups for pupils in full-time education.
  • Friends – Friends / Ambassador members
  • Groups* – 10 or more tickets.

Only one concession applies per ticket. Please inform us if you are entitled to concessions at the time of booking as changes cannot be made once tickets have been issued. Concessions subject to availability.

Friends members and Ambassadors will need to be logged in to the website in order for their concession to apply. If you have a membership but have not yet created an online account with us please contact the Box Office on 01752 267222 and we will ensure your membership is associated with your website log in for all future bookings.

 

*School, group, and disabled concessions are not available online, please contact the Box Office on 01752 267222 if you wish to book tickets of this type or email group.sales@theatreroyal.com for group bookings.

Can I receive my tickets by post?

We will not be issuing physical tickets. An e-ticket will be emailed to you prior to the performance. You will need to show this to our front-of-house team on arrival on a digital device, or as a physical print-out. If you’ve not received your e-ticket 24 hours before the performance, please make a note of your order number and bring a digital/printed copy of your Order Confirmation email along with you.

Can I get a refund or change my ticket for another day?

Once purchased, tickets may not be refunded. Tickets may be exchanged, subject to availability, for an alternative performance of the same show. We charge an administration fee of £1.50 for this service. Please contact the Box Office on 01752 267222 if you wish to exchange tickets.

Tickets may be accepted for resale. We cannot, however, guarantee that all tickets will be resold. A fee at 10% of the face value of the tickets will be charged for this service.

What happens if my tickets do not arrive or I mislay them?

We will not be issuing physical tickets. An e-ticket will be emailed to you prior to the performance. You will need to show this to our front of house team on arrival on a digital device, or as a physical print-out. If you’ve not received your e-ticket 24 hours before the performance, please make a note of your order number and bring a digital/printed copy of your Order Confirmation email along with you.

How do I purchase Gift Vouchers?

Theatre gift vouchers can be purchased online or through our Box Office and may be redeemed for all shows, workshops, and memberships at Theatre Royal Plymouth.

Can I buy a ticket through Third Party Ticket Agencies? (such as Ticket Master, StubHub, or LOVEtheatre)

While we do not typically sell our tickets through third party ticket agencies, please note that tickets for our shows may sometimes be available on outside agency websites. Be aware that purchasing tickets on these sites may incur extra charges and we do not take responsibility for tickets sold outside of our Box Office.

Your visit

What are the opening times of the theatre?

Theatre Royal Plymouth is currently only open to ticket holders for entry to a performance. We advise that you arrive at the theatre 20 minutes before a performance starts. While we do our best to accommodate latecomers, in some cases this may result in you not being let in to see the show.

What are the opening times of The Café and The Gallery?

Our Restaurant, Cafe and Bars remain closed so there will be no food and beverage available to purchase. Non-alcoholic drinks with closable lids/caps, such as small bottles of water or squash, are permitted to be consumed as required, however face coverings must be replaced immediately afterwards. No alcoholic drinks are permitted, and food must not be consumed whilst on the premises.

What are the opening times of the Bars?

Our Restaurant, Cafe and Bars remain closed so there will be no food and beverage available to purchase. Non-alcoholic drinks with closable lids/caps, such as small bottles of water or squash, are permitted to be consumed as required, however face coverings must be replaced immediately afterwards. No alcoholic drinks are permitted, and food must not be consumed whilst on the premises.

What are the opening times of The Apron?

Our Restaurant, Cafe and Bars remain closed so there will be no food and beverage available to purchase. Non-alcoholic drinks with closable lids/caps, such as small bottles of water or squash, are permitted to be consumed as required, however face coverings must be replaced immediately afterwards. No alcoholic drinks are permitted, and food must not be consumed whilst on the premises.

What are the opening times of the Production and Learning Centre at TR2, Cattedown?

The building opens at 8.15am from Monday to Saturday.

How do I get to the theatre?

Theatre Royal Plymouth is located at the West End of Royal Parade in the city centre. The Theatre is approximately a 15 minute walk from the train station and a 10 minute walk from the bus station—although most local buses will stop on Royal Parade. Taxi drop-off and pick-up point is located to the rear of the theatre and is a short distance from the main entrance. For patrons with limited mobility, if you require any assistance getting to and from your car or taxi, please let us know at the time of your booking.

Our postal address is:

Theatre Royal Plymouth
Royal Parade
Plymouth
PL1 2TR

Our Production and Learning centre is situated at TR2 on the Plym estuary in Cattedown, Plymouth; approximately 2 miles from the city centre. Unfortunately, this area is not well served by public transport but is approximately a 25 minute walk from the city centre. There is on-site, free parking. Taxi drop-off and pick-up point is located at the main entrance of TR2. For patrons with limited mobility, if you require any assistance getting to and from your car or taxi, please let our TR2 Reception know on 01752 230575.

TR2’s postal address is:

12 Neptune Park
Cattedown
Plymouth
PL4 0SJ
United Kingdom

Where can I park?

There are three car parks situated nearby to the theatre, as listed below. Although every effort is made to keep this information up to date, please ensure you check the signs and tariff charges before you purchase your ticket.


Theatre Royal Plymouth car park—behind the Theatre

Pay on foot (you can either prepay in advance or pay on exit.)

You can pay for your parking at the Theatre Royal Plymouth car park using our ticketing machine on the ground floor of the Theatre. This machine accepts both credit cards and cash payments.

The Theatre Royal Plymouth car park is open from Monday to Sunday 8am–11.59pm. (Customers who are parked after midnight will still be able to exit.)

This car park has 22 disabled spaces and 2 dementia friendly spaces.


Civic Centre car park—adjacent to the Theatre

Pay and Display (Maximum stay three hours)

Daytime charging period: Monday to Sunday 8am–6pm (including bank/public holidays)

Evening charging period: Monday to Sunday 6pm–10pm (including bank/public holidays)

This car park has 9 disabled spaces.


Derry’s Cross car park—3 minutes’ walk from the Theatre

Pay and Display

Charging period: Monday to Sunday 8am–10pm (including bank/public holidays)

Is there an age restriction to attend performances?

While Theatre Royal Plymouth encourages access for all, we would recommend parents/guardians do not bring infants under two years into the auditoria. Lighting and sound effects, or the length of a production, may cause distress. Should you wish to attend performances with an infant aged below two years, they will need to be accommodated on the parent or guardian’s lap as no seat will be allocated for them. There will be no charge for this. Should the infant become restless and cause a disturbance, the parent/guardian will be requested to leave the auditorium with the child. We reserve the right to not re-admit patrons. Children over the age of two will need a purchased ticket to enter our auditoria. Booster seats are available free of charge and available on a first come, first serve basis. You can pick one up by the access ramp between Box Office and the Ground Floor Bar, or by Door 4; found on the opposite side of the Bar. Some productions may have age guidelines—please refer to the relevant show page on our website.

Is there a dress code when attending a performance?

We do not have a compulsory dress code here at Theatre Royal Plymouth. Traditionally, attendees may dress up for an evening at the theatre but this has since become more relaxed.

What does 'Restricted View' mean?

Some of our seats in The Lyric auditorium are restricted in their view of the stage and are therefore sold at a discounted price. Depending on the set of each show, you may lose visibility of half of the stage. This information will be known from the first night of each show and communicated to patrons where possible. Some older theatres have pillars that can restrict your view but Theatre Royal Plymouth is a modern design with clear views from every seat. Exceptions to this rule will be made clear at the time of booking.

Is there a lift in the theatre?

There is a lift in the foyer, opposite the Box Office, that serves from the Ground Floor to the 2nd Floor. There is an access lift by Door 4 that goes down to our Basement Floor. If you have difficulty walking, please make this known to the Box Office staff when you make your booking, as it will enable us to better accommodate your requirements.

Eat & Drink

Can I buy Food or Drink?

Our Restaurant, Cafe and Bars remain closed so there will be no food and beverage available to purchase. Non-alcoholic drinks with closable lids/caps, such as small bottles of water or squash, are permitted to be consumed as required, however face coverings must be replaced immediately afterwards. No alcoholic drinks are permitted, and food must not be consumed whilst on the premises.

TRP Membership

Why should I join as a TRP Member?

The support of our members means the world to us! By supporting us as a TRP Member, you’re helping us to keep arts thriving in the South West through our work on stage, with local emerging artists and with some of the most vulnerable people in our local community.

By joining as a TRP Member you’ll also unlock exclusive membership benefits which include priority booking, ticket discounts, access to events and behind the scenes news. Membership starts at £20 per year.

Are there different levels of Membership?

We have six levels of TRP Membership, which each offer different membership benefits and support different interests. Our membership levels are Supporter, Friend, Associate, Ambassador, Director and Executive. 

Find out more about the benefits for each of the memberships here!

I've joined as a Member but want to upgrade to a different level. Can I do this?

Yes you can! Please give our Box Office team a call on 01752 267222 and we will check your membership, process an upgrade for you and take payment for the upgrade.

Why have you made changes to your Memberships?

This last year has shown us how much we need the support of our Members and we want to give more people the opportunity to join as a Member by offering new levels. We have had to make some changes across TRP as a result of the pandemic and therefore some of the original membership benefits have had to change.

I've just joined/renewed my Membership at the start of July. What's happened with my Membership?

Your membership will run for a full twelve months as normal, so it will expire at the end of June 2022. If you wanted to get additional membership benefits you can upgrade to another membership level for a discounted price by calling us on 01752 267222.

Can I pay in installments?

Yes, for Friend Membership and above you can choose to pay in instalments by signing up by Direct Debit – you’ll get a special discount if you do pay by Direct Debit! Complete and return our Direct Debit form to set this up.

Does my Membership give me early access to tickets?

Yes, all TRP Members get access to new shows before the general public allowing you to skip the queue and book your favourite seats at the best price. Priority booking varies depending on your Membership level.

How do I know when my priority booking periods are?

When you join as a TRP Member, you will receive on sale announcements which will clearly outline when new shows go on sale and the periods of priority booking for your membership level. During the priority booking periods, the different dates will also be clearly indicated on the season pages for each on sale and on the individual show pages on our What’s On sections of our website.

How does the ticket discount work?

Membership discount is available for our Friend Members and above. Once you’ve joined as a TRP Member, our ticketing system will recognise you as a Member when you log into your account online. When you book tickets online, the Member Discount will be available for you to select on qualifying performances.

Please remember: you must ensure that you log in to the account associated with your membership in order to access the concession online.

You can also book by calling our Box Office on 01752 267222 as they will be able to see that you are eligible for concession

How do I access the discount at local restaurants and cafes?

We have partnered with some of our brilliant local restaurants and cafes to offer a discount for our Friends Members and above. When you join as a member or renew your membership, you will receive an email with details of your membership which will include an image that you’ll need to show when you visit qualifying restaurants and cafes. If you can’t find this email please call us on 01752 267222 or email memberships@theatreroyal.com and we will send a new version to you.

These discounts will vary and we will keep you updated on the latest offers in your membership newsletters.

Will I get a Membership card?

We no longer issue membership cards as we want to do our bit to reduce waste. You’ll be able to access your membership benefits such as your priority booking period and your ticket discount by signing into your account online, or by calling our Box Office team on 01752 267222 (they’ll be able to see your membership on your account).

I have a TRP gift card on my account - can I use this to purchase a Membership?

Yes you can! If you’re purchasing your membership online you can enter your gift card number in the box towards the bottom of the page. (Don’t forget to include the hyphen in your gift card number). You can also use your gift card when paying over the phone with our Box Office team (01752 267222).

What does my Membership support?

By supporting us as a TRP Member, you’re helping us to keep arts thriving in the South West through our work on stage, with local emerging artists and with some of the most vulnerable people in our local community. Plus you’ll unlock exclusive membership benefits, so it’s a win win!

Can I buy a gift Membership?

Yes you can! If you’re purchasing membership for someone else as a gift, then you can purchase a gift voucher for the price of the membership level you would like to give. The recipient of the gift voucher will then be able to go online, select the membership they would like and then enter the gift card number in the box towards the bottom of the page. (Don’t forget to include the hyphen in your gift card number). They can also use their gift card when paying over the phone with our Box Office team (01752 267222).

Do you offer Corporate Membership or Sponsorship, for local businesses to support TRP?

Yes, we have four corporate membership levels plus the opportunity for your business to directly support one of our Engagement and Learning projects for vulnerable people in the local community. You’ll get ticket discounts for you and your staff, complimentary tickets, advertising opportunities, access to events and more! Get more info on our website here or email development@theatreroyal.com for more information.

Gift Aid

Am I eligible?

UK tax payers living anywhere in the world are eligible. However, you must have paid enough tax to cover the amount that all the charities you support would claim in Gift Aid in a tax year (6 April–5 April the following year). Even if you’re not employed, you’re still eligible for Gift Aid if you pay tax on any of the following:

  • a personal or occupational pension
  • bank or building society savings accounts
  • rental income
  • stocks and shares
  • UK and overseas investment dividends

Other taxes such as VAT and council tax do not apply.

As the tax payer, you’re responsible for checking your eligibility for Gift Aid as any tax shortfall is the responsibility of the tax payer, so please speak to your accountant or HMRC if you are unclear on how much tax you have paid.

How do I sign up?

Simply tick the box on the donation form, click the button above to download a form, or call our Box Office on 01752 267222

Can Gift Aid be claimed on tickets and meals?

Gift Aid can only be claimed on voluntary donations so we do not claim Gift Aid for tickets, or any programmes, food or drinks that we sell.

How long does the declaration last?

Your Gift Aid declaration will remain in effect until you let us know that your circumstances have changed.

How do I change my Gift Aid status?

You can cancel or change your Gift Aid declaration at any time by emailing info@theatreroyal.com or calling our Box Office on 01752 267222.

Please let us know of any change in name or address so that we can keep our records correct and up to date.

What if I am a higher rate tax payer?

As a higher rate tax payer, when you donate the charity will claim against your donation at the basic rate of tax (currently 20%) However, the good news is you can claim the difference between the rate you pay and basic rate on your donation. It’s the same if you live in Scotland.

All you need to do is complete the charitable giving section on your self-assessment tax form.

Example:

You donate £100 to charity – they claim Gift Aid to make your donation £125. You pay 40% tax so you can personally claim back £25.00 (£125 x 20%).

If you don’t have to send a tax return, contact HMRC and ask for a P810 form. You’ll need to submit it by 31st January after the end of the previous tax year.