Find a list of our most frequently asked questions, from venue information, ticket queries, discounts and access. If you can't find what you are looking for, please use the Contact Us form at the footer of this page.
When are you open?
Please note that due to the coronavirus outbreak (Covid-19), Box Office counters (Festival and King's Theatres) as well as our phone lines are now closed. If you would like to get in touch, please use our Contact Us page.
Our core hours are:
Box Office Telephones: Monday to Saturday 11am until 6pm
Box Office Groups 8+ Telephones: Monday to Friday 11am until 6pm
Box Office Counters (Festival and King’s Theatres): Monday to Saturday 10am until 6pm/evening performance start time.
Please note these opening hours are subject to change daily, so check here for up-to-date Box Office weekly opening hours.
Where can I find the seating plan for the Festival Theatre?
When purchasing tickets online, you will be offered a full view of the auditorium. Alternatively, you can download the Festival Theatre Seating Plan.
Where can I find the seating plan for the King's Theatre?
When purchasing tickets online, you will be offered a full view of the auditorium. Alternatively, you can download the King's Theatre Seating Plan.
Can I change the date of my tickets?
Yes, we charge £1 per ticket to exchange tickets. To do so, we will need the original tickets returned to us at least 48 hours before the performance. Please contact our box office on 0131 529 6000 to make the necessary arrangements and pay the exchange fee.
Can I return my tickets? Will I get a refund?
We don’t offer refunds, but we can exchange your ticket for you at a cost of £1 per ticket if you return the tickets to us at least 48 hours before the performance. Please contact our box office on 0131 529 6000 to make the necessary arrangements and pay the exchange fee.
What happens if the show is cancelled?
If a show is cancelled, we will refund your ticket. If you have paid by card this will happen within a few days of the cancellation. Money will re-appear in your account within 3-5 days of your tickets being cancelled. If you paid by cash, voucher, cheque or have had the card you paid with recently expire please contact the box office on 0131 529 6000 to arrange your refund.
What is TicketPlan?
TicketPlan is a cancellation protection for your theatre tickets. Your tickets are non-refundable and this will protect you against cancellation resulting from accidents and unexpected illnesses. Please note TicketPlan Cancellation Protection is available for bookers at the time of purchase only. Full details are included in the TicketPlan Terms and Conditions, which we advise you to read and retain.
How can I get TicketPlan cancellation protection?
The TicketPlan Cancellation protection can only be obtained at the time of purchase and not afterwards. Please note that if you choose the TicketPlan cancellation protection, it will be applied to all the items in your basket. If you wish to apply the TicketPlan cancellation protection to only part of your order, we would recommend you make two different purchases.
What happens if I cannot attend the performance?
If you cannot attend the performance and have purchased the TicketPlan cancellation protection at the time of purchase, please contact TicketPlan directly or submit to TicketPlan your online Refund Application Form. Please note TicketPlan’s Terms and Conditions for Requesting a Refund.
How do I make a claim?
What are the Terms and Conditions?
You can read the Terms and Conditions in TicketPlan’s official website.
How do I buy a Gift Voucher?
You can purchase a gift voucher online, over the phone (0131 529 6000) or at the Festival Theatre or King’s Theatre’s counters. Find more information about our Gift Vouchers here.
How do I use a gift voucher online?
Once you get to the checkout screen online there is a link at the bottom of the screen that says ‘Pay with Gift Voucher’ enter your voucher number here omitting any hyphens.
What can I spend my Gift Voucher on?
Anything you like on our website, or over the box office counter. It cannot be used to buy food, drink or merchandise within our theatres.
What happens if I want to spend only part of my Gift Voucher?
You will automatically be given change in the form of a gift voucher that is then valid for another 2 years.
I've lost my voucher. Can I have a replacement?
We can’t issue you with a paper replacement, but we can tell you the number of your voucher so that you can enter that to spend online or use with the Box Office. Please email the Box Office on email@example.com.
Can I pay for my tickets with Theatre Tokens?
Yes, you can pay over the phone and counter using Theatre Token, unfortunately they cannot be redeemed on our website.
When does my voucher expire?
Your gift voucher expires 2 years after the date it was issued.
The performance I want is sold out - is there any way to get tickets?
Keep an eye on our website, we do get exchanges and the occasional ticket handed back by producers, what we have to sell will be visible online.
How can I find out if there are any tickets available for today?
Keep an eye on our website, what we have to sell will be visible online.
When are the discounted school tickets available?
Schools discounts are generally available on all performances excluding Friday and Saturday evenings.
When will tickets be released for future productions?
We have three brochures launched per year: April, September and January. Most of our shows are launched with these publications, but other shows do become available on an ad hoc basis.
Can I book a Box?
We only sell boxes for our Pantomime at the King’s. They offer a restricted view of the stage and are sold as units. Each box seats 4 people.
What concessions are available?
We offer concession for full-time students, senior citizens (65+), unwaged (with proof), people with disabilities, Young Scot cardholders, schools, children, groups of 8+ and Edinburgh Leisure Card holders. Concessions are typically withdrawn for Friday and Saturday evening performances.
How do I book a concession ticket online?
All our concessions (excluding people with disabilities) are available online. Once you have your seats in your basket the option to apply discounts is given.
What discount do you offer to people with a disability?
For most of our shows we offer 50% discount in the Stalls to a person with a disability and their essential carer.
How can I book disabled discount tickets?
You can book these over the phone (0131 529 6000) or the counter. They are not currently available online due to the magnitude of the discount given.
We have Next Generation Text (NGT) Relay if required: 18002 0131 529 6003
We can also book tickets for you via email: firstname.lastname@example.org
Please provide us with your account details (email address is usually sufficient) and the show date, time and any specific needs you have and we can put the tickets on reserve for you, which you can then claim through our website.
Some of our children’s shows have Babe-In-Arms tickets available. Please check with Box Office on 0131 529 6000 to see if these are available. Babe-in-Arms tickets allow a baby of 12 months or less to sit on their parent’s laps for free. No seat is provided. Nappy changing facilities can also be found within both Theatres and the Studio.
Can my child come to the theatre with me?
For standard performances our policy is that children 4 or over can attend.
For shows with an older age guideline, bringing a younger child is at the parent’s discretion.
For children’s show, an age guideline will be show, if none is given, then all ages are permitted. Please call the box office on 0131 529 6000 should you require a babe-in-arms ticket for a child that is under 12 months.
Do you have any booster seats?
Booster seats are available for use and require no deposit. For safety reasons the booster seats are only available for use in the stalls of the Festival and King’s Theatre. They are not available in the Studio.
The majority of our shows offer Standby tickets from £10 on the day of the show from 12noon until 30 minutes before curtain up over our counters. Ticket are available in the Stalls and Upper Circle only.
Standby tickets are available to Full-Time Students and Young Scot cardholders.
Standby tickets are not available over the phone or online. To purchase Standby tickets, the card holder must present their I.D. to our box office counter staff. One I.D. per ticket is required, so all party members must be present at the time of booking. Please check online to see if standby tickets are available to avoid disappointment.
How do I book for more than 8 people?
You can book 10 tickets online at captialtheatres.com without a Groups discount.
Alternatively please call our Groups booking line on 0131 529 6005, to take advantage of our Groups discount and Groups longer reservation periods. Lines are open Monday to Friday 11am to 6pm. Discount details are available online and in our season brochure.
How do I book tickets for a school/educational group to see a production?
Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 6pm.
Do you offer school group discounts?
Yes, we do. Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 6pm.
When are the discounted school tickets available?
Schools discounts is typically available on all performance except for Friday and Saturday evenings.
Can I arrange a backstage tour for a group?
We offer public backstage tour through our box office. If you require a bespoke tour, please contact our Customer Service team on email@example.com.
Can we pre-order our ice-creams?
Group bookings of over 8 people can pre-order ice cream for the interval. For more information contact the group booking line on 0131 529 6005.
Do you charge a booking fee?
We do not generally charge any fees on top of the price of your ticket, unless stated otherwise.
Which cards are accepted?
We accept all major cards.
Can I book tickets using any currency?
No, we only accept Sterling.
Can I pay for my ticket with Ticketmaster Tokens?
No, we only accept Theatre Tokens and our own Capital Theatres Gift Vouchers.
Do you post out tickets? When will they arrive?
Tickets are typically posted out the next working day after booking. We use Royal Mail and charge £1 for postage. We expect your tickets to arrive with you within 3-5 working days.
My tickets haven’t arrived in the post?
If your tickets have not arrived within 2 weeks please contact our box office on 0131 529 6000. Lines are open Monday to Saturday 11am -6pm. We will arrange for a duplicate set of tickets to be available for collection from one hour before your performance begins.
I can’t remember if I opted for post, collection of E-tickets. What should I do?
Log in and go to the My Account section of our website, there you will find a link to view your bookings. You can click on the reference number to see more details.
I missed off part of my address details when booking. What can I do?
Log in and go to the My Account section of our website, there you will find a link to change your personal details. Provided you have done this on the same day as your booking, you should have managed to edit your address before the tickets have been printed and posted to you.
When can I collect my tickets?Tickets can be collected immediately from the time of booking until the performance begins. Please bring either your payment card or booking confirmation email with you to collect.
Can someone else collect my tickets?
Yes, please let the box office know in advance if this is the case. Please also provide the person collecting with a copy of your booking confirmation email to make collection easier.
I have lost my tickets what should I do?
Please contact our box office on 0131 529 6000. Lines are open Monday to Saturday 11am -6pm. We will arrange for a duplicate set of tickets to be available for collection from one hour before your performance begins.
How do I use my E-ticket?
Either you can print off your E-tickets to show to our ushers when you arrive, or you can display them on your phone.
I have deleted my email with the ticket attachment what should I do?
You can download your E-tickets from your account online. Log in and go to the My Account section of our website, there you will find a link to view your bookings. You can click on the reference number to see more details and download your tickets.
Alternatively, please contact our box office on 0131 529 6000. Lines are open Monday to Saturday 11am -6pm. We will arrange for a duplicate set of tickets to available for collection from one hour before your performance begins.
Can someone else use my E-tickets?
Yes, simply forward on your email to them or print off the e-tickets to give to them to use.
Can you send me my E-tickets again?
Unfortunately not, but you can download your tickets from Your Account online.
Log in and go to the My Account section of our website, there you will find a link to view your bookings. You can click on the reference number to see more details and download your tickets.
How can I update my address details online?
Log in and go to the My Account section of our website, there you will find a link to change your personal details.
How can I update my email address online?
Log in and go to the My Account section of our website, there you will find a link to change your login details.
How can I check my booking?
Log in and go to the My Account section of our website, there you will find a link to view your bookings. You can click on the reference numbers to see more details.
I have forgotten my password. What should I do?
Go to our website and attempt to log in. Under the password screen there is a link that says ‘I have forgotten my password’ this will email you a link that will then allow you to select a new one. The link is only valid for 10 minutes after which time it will expire.
I have clicked on ‘I forgot my password’ and the link hasn’t arrived/isn’t working. What should I do?
Please contact our box office at firstname.lastname@example.org. We can give you a new password which you can then change to something more memorable in the Your Account section of our website.
Do you offer food and drink at the theatres?
The Festival and the King’s theatre both have bars on every level while The Studio has a bar located on the main level. The bars will be open depending on the audience numbers. Find more information under the Your Visit section.
Can I pre-order drinks?
It is possible to pre-order interval drinks for collection at any of the bars at the theatre or The Studio. Both theatres also use a pre-order app which allows pre-show drinks to be ordered for collection. The app can be downloaded from Google Play or the App Store.
Do you have parking on-site?
There’s very limited parking space available around our theatres. You can find further information in the Your Visit section.
Do you recycle? What can I do to help?
At Capital Theatres we encourage customers to help us to continue reducing our environmental impact. Recycling bins are located on each level at the theatre. To help us do this, please:
- Sort and recycle any waste using the correct recycling bins which are available throughout all buildings.
- Only use a plastic cup if you are taking your drink into the auditorium, otherwise please use glass.
- Bring in your own reusable cup for hot/cold drinks, the bar staff will be happy to serve your drink in it.
Where can I find information about access?
Capital Theatres are here to accommodate you and make sure your time with us is as enjoyable and simple as possible. Full access information can be found in each Production Show page or under the Your Visit section of the website. Please call 0131 662 1112 for any further information.
Do you have any accessible parking available?
The Festival Theatre has a limited number of spaces available for accessible parking and pickup/drop off in the court yard. This can also be used for the Studio Theatre. Please call our Stage Door team to book/check availability on 0131 662 1112. The King’s Theatre has no parking.
I’m running late, will I still get in?
It is at the discretion of the theatre but some of our shows do have a period where people are held back until an appropriate point in the production. Then they can be let in without causing too much disturbance, but for most shows we will either get you to your seat or an available seat at the back of your section.
Is there a place I can drop my belongings off?
There are cloakrooms in both the Festival Theatre and the King’s Theatre, but not in the Studio. The Cloakrooms are available one hour before the performance starts. Feel free to ask any member of staff if you wish to drop an item off.
How do I get in contact about lost property?
Any item of lost property found is handed in to the stage door of either theatre. Both stage doors can be contacted on 0131 662 1112. If an item is lost during your time at the theatre make sure to ask member of staff and they will be happy to check if the item has been recovered.
At Capital Theatres we try to ensure all audience members have a great experience therefore, we encourage audience members to be mindful and courteous to one another.
Is anything prohibited in the auditorium?
We aim to accommodate all customers, but a few things are not allowed in the auditorium:
- Bringing in alcohol not purchased from within the building
- No hot food or meals are to be taken in to the auditorium.
- No mobile phone use during the performance.
- Photography is not allowed unless instructed otherwise.
Please note: It is at the theatre’s discretion to conduct random bag searches.
Where can I find the running times for a show?
You can find available running times in the show page or through the box office. If the running times are not published, please get in contact with box office on 0131 529 6000
Please Note: Running times may not be available until the night of the performance.
Where can I purchase a programme?
At the Festival and King’s Theatres Programmes will be available from the foyers and will be available for purchase from staff throughout the buildings. The studio will have programmes available at the bar area.
There’s a programme available at most performances. You can purchase them at the theatre or online when you purchase your tickets. Programme vouchers offer a discount on full price programmes and can be redeemed with any programme seller.
Please Note: Programmes may not be available for all shows.
Do you have any function rooms for hire?
The Festival and King’s Theatre have various rooms that are available for reservation for pre-show and the interval/s. For more information visit our Hire Services page or contact the Customer Service department on 0131 622 8092 or via email at email@example.com