FAQs

Lots of ways!

Online: Once you’ve browsed our shows and made your selection click on ‘Book Now’. You can select your seats and your tickets will be sent to your phone or laptop which you can print at home or simply download to your phone to show at the door.

By Phone: Just call 01492 872000 and one of our Box Office staff will be happy to help.

In Person: You’ll find the Box Office in the Foyer next to Catlin’s Café at the western end of the Venue Cymru building on the Promenade in Llandudno.

Groups: Contact our Groups Administrator if you have a party of 10 or more and take advantage of the Group Organiser discount! Dedicated group booking line: 01492 872001 / groups@venuecymru.co.uk

Venue Cymru / Theatr Colwyn resale is the only legitimate place to re sell tickets you have purchased from us. Please note: if you purchase re sale tickets for a show through any other website they may not be valid and access to the venue could be refused.

Our core opening hours are:

• Mon & Fri: 10am - 4.45pm
• Tue, Wed, Thu: 12am - 4.45pm
• Sat: 12am - 4.45pm
• Sun: Closed

The box office remains open to purchase tickets for the show taking place that night up until the show start time. For general purchases, we would recommend using the above times.

Unfortunately, we are not able to sell carer tickets online at this time, so this would need to be done in person, over the counter or by phone.

We also ask that you have your HYNT membership number ready when booking.

When you buy your tickets online, you will be sent a confirmation email. Within the e-mail, there is a ‘Download’ button. Just click on Download and your tickets will be available to view.  Simply show the Steward your downloaded tickets on your phone as you go into the Auditorium.

You can print them at home if you so wish.

Alternatively, you can log on to your online account with Venue Cymru and obtain your tickets from there. Simply login using the My Account link in the website footer, in the top right of the page click the drop-down arrow by your name and select My Orders. All your current bookings will be listed. Select the relevant show, click view details and hit download tickets.

E-tickets are sent out to the email address connected to your account and are sent from messages-noreply@ticketsolve.com

• Android Phones - Tickets will be automatically downloaded to your phone's downloads area, and will give you an option on how to open the tickets.
• iPhone – The tickets will open on a Safari window. You can then save them to a suitable place on your phone.

We recommend screenshotting the tickets for the reserved seating in the Theatre, ensuring to screenshot every ticket for the party coming.

We now issue e-tickets, to reduce our carbon footprint. However, if you would still prefer to receive a printed ticket, this is still possible.

We can print and post your tickets for a £2 fee.

Tickets will be sent by 2nd class post.

If you choose to have your tickets posted, instead of e-tickets, then they will be posted in advance of the show. The post is sent out on Monday, Wednesday and Friday.

Please allow 3-5 working days.

This can completely depend on the show! For larger groups, please see ‘Groups’ above for information on purchasing tickets for groups.

Online has a maximum of 8 tickets able to be purchased.

Venue Cymru and Theatr Colwyn are committed to reducing our carbon footprint which includes reducing our dependence on paper.  We encourage everyone to receive their tickets by e-mail so they can be downloaded to your phone. If you do not have an email address, please reach out to the box office for assistance.

If you haven't received or can't download your e-tickets, try logging into your account to download them again. If the issue persists, please email boxoffice@venuecymru.co.uk for help.

Concessions may be available, but it varies depending on the show. Please check the show information page for details.

Concessions typically apply to those over 60 and under 16. Please check the show page for details.

It varies by show. For family-friendly performances like Peppa Pig, absolutely! However, for adult or musical shows, we recommend children over 5. We trust your judgment if your 4-year-old can handle it. If your child becomes unsettled during the performance, please be ready to step out. Our staff is here to help.

Discounts might be available depending on the show. Please see the show page on the website for more information.

Some shows may offer promotional codes. Follow us on social media or subscribe to our mailing list to be the first to access these.

Please note: gift voucher numbers should be entered at the payment stage, not here.

Yes! You can sign up for one of our Premier Membership options, starting from £35 a year. Our members enjoy a variety of perks that can easily offset the membership fee. For more information, please see our Premier Membership page.

Tickets can only be refunded if the performance is cancelled. Please refer to the terms and conditions for further information.

In the event of a cancelled performance, Venue Cymru / Theatr Colwyn will refund the face value of the ticket and theatre admin fees, excluding any postage, booking protection or donations.

Booking Protect is offered at the point of sale, if you took out this policy please read the Terms and Conditions in your confirmation email.

Ticket refund protection, offered by a third-party company called Secure My Booking, allows you to add refund protection to your Venue Cymru bookings. This means you can apply for a full refund if you or anyone in your party is unable to attend due to unforeseen circumstances such as injury, illness, breakdown, or adverse weather, with proof.

You can opt for Secure My Booking when booking online, in person, or over the phone. For full coverage details, please contact our Box Office or refer to Secure My Booking's terms and conditions.

Refunds issued by Secure My Booking will be via Bank Transfer, regardless of the original payment method. Please note that booking protection cannot be added after the booking is made.

Registered Office: 

Secure My Booking,
The White House,
Castle Road,
Saltwood,
Kent,
CT21 4QY

Currently, we don’t have any Blue Light Card discounts/offers, however, should these become available you will be able to see them on the Blue Light App.

Our fabulous What’s On Guide is available here: What's On

Absolutely! Regardless of how you book, you'll have the option to choose your seats. For events without assigned seating, it's general admission. For highly popular events, seats are assigned on a first-come, first-served basis.

Please be aware of our single-seat policy. Online bookings won't allow a single seat to be left unoccupied. However, this restriction may be lifted due to availability or within 48 hours of the performance. Feel free to reach out to the Box Office with any enquiries.

Please note: there are no handrails in the centre aisles of the auditorium. This includes the circle and the stalls.

Sure, if there's an aisle seat open, it's all yours!

Please note: there are no handrails in the centre aisles of the auditorium. This includes the circle and the stalls.

It's really up to personal preference, but we recommend the centre-raised stalls downstairs and the front right/left or centre circle upstairs.

Seating Plans | Venue Cymru

Restricted View seats (RV) might have a safety rail (e.g. circle row I), an overhang, or a side view, slightly obstructing the sightline. These seats are usually cheaper for week-long shows due to the limited view and may only be available directly from Box Office.

Yes, we can accommodate seat changes within the same night at no extra cost unless the seat prices differ. If you want to switch to a different night (e.g., Monday to Thursday), there's a £2 per ticket exchange fee plus any price difference. However, for sold-out shows, seat changes are unlikely. Please note that seat changes must be within the same show; switching between different shows is not permitted.

Yes! If there are better seats available, you can upgrade by paying the price difference, if applicable. Just reach out to our Box Office Team for more information on seat upgrades.

Here are the seat dimensions:

• Flat Front Stalls: 42cm height from floor to seat, 44cm width, 42cm depth, with a 54cm high seat back.
• Raised Stalls: 40cm height from floor to seat, 45cm width, 42cm depth, with a 47cm high seat back.
• Circle: 42cm height from floor to seat, 43cm width, 42cm depth, with a 61cm high seat back. The end two seats of rows I-M in the centre circle block are 48cm wide.

Arms are fixed on all seats and cannot be removed.

Announcements: Keep an ear out for announcements before the show, letting you know how long until it starts. Arrive early to avoid disrupting others when finding your seat.

Dress Code: No need for fancy attire! Most theatres have a smart/casual dress code, but feel free to double-check with us if you're unsure.

Photography: Sorry, photos or videos are not permitted during the show as they can be distracting. Official photography may be available in programs and merchandise.

Mobile Phones: Keep phones off or on silent during the performance to avoid disturbances. Remember, you're there to enjoy the live performance up close!

Babies and Children: Typically, children under 5 aren't allowed unless it's a children's show. Be prepared to step out if your child becomes restless, theatre staff are there to help.

Height and Hats: Aisle seats offer more legroom, and big hats are a no-go! Keep it low-key to ensure everyone has a clear view.

Intervals: The majority of the performances that take place in the theatre will have an interval approximately halfway through the show. The interval will last approximately 15 to 20 minutes and gives audience members an opportunity to pop to the toilet or get refreshments

Enjoy! Remember, you're there to enjoy the professionals at work. Be courteous to others and let the performers do what they do best!

There is a Pay & Display car park at the back of Venue Cymru and other options locally. Check out the Getting Here page for full details. 

If you have any issues with the parking ticket machines, payment can be made to our Box Office team.

Yes, we have a limited amount of disabled parking bays available in our pay and display car park.

Sorry, we are not able to book disabled parking for customers.

There is limited free parking near the theatre or along the Promenade which is free after 4 pm.

You can access the theatre from both the car park and the Promenade.

Yes, there is disabled access from both the car park and the Promenade.

Please show your tickets to one of our stewards on the doors into the auditorium.

Please check your ticket, this will state which door is best to use. When you arrive, there is signage in the Auditorium Foyer directing you to the doors. Alternatively, our Stewards are always on hand to help.

Yes, we have lift access to all of our seating levels.

Please be advised there may still be some steps to your seat within the auditorium depending on where your seat is located.

Yes, we have wheelchair access and limited amounts of wheelchair seating within the auditorium. Please note we do not allow usage of mobility scooters within the auditorium.

We do offer the opportunity to book a wheelchair in advance, please call the Box Office on 01492 872000.

There are plenty of toilets on both floors near the theatre, foyer, café and restaurant. They are signposted but any member of staff will be happy to direct you.

Yes, please ask a steward for directions.

Our restaurant, Y Review, is open for pre-theatre dining from 5pm on show nights.

The duration of each show can vary. On average, shows run between 2 hours and 15 minutes to 2 hours and 30 minutes, but this may differ depending on the production. Check the show's webpage for the most accurate running times.

Most shows start at 7:30 PM, but there are exceptions. Matinee performances may start at 2:00 PM or 2:30 PM, and pantomimes have varying start times. Refer to your ticket for the exact start time.

Generally, the auditorium doors open 30 minutes before the show starts. Your ticket will have the specific details. Our staff will provide any updates or changes upon your arrival.

While rare, technical, cast, or safety issues may occasionally cause delays or interruptions to the performance. Rest assured, we do our best to resolve these issues promptly and resume the show as soon as possible.

Yes, we sell Gift Vouchers for theatre tickets, but they are not valid for the venue’s bar or restaurant. Click here for gift voucher terms and conditions.

Venue Cymru doesn’t sell or accept National Theatre Vouchers or gift cards.

You can buy Gift Vouchers online or by calling the Box Office on 01492 872000.

Gift vouchers are valid for 12 months.

Our gift vouchers can be used online on the final Checkout Page online. Click on “Have a voucher” and enter the voucher code.

Alternatively you can use them over the phone or in person.

Currently you are unable to buy a voucher online and send it to another person from our ticketing system. You will need to purchase the voucher in your name and pass on to the lucky person receiving the voucher.

Yes. Venue Cymru and Theatr Colwyn are part of the Wales wide Access Scheme called Hynt. For more information about what that entails click here.

Please visit: https://www.hynt.co.uk/en/ to apply.

Please call the Box Office directly with the Hynt Card number ready to book.  

Please note that the number companion tickets available per production are limited.

Yes, we ask you bring it with you as we do carry out spot checks.

Sorry, we offer no refunds or exchanges on tickets already purchased.

No, you would need to be the person attending.

The free-of-charge ticket is for you. It means you can attend with your personal assistant or carer so you have the support you need during your visit. It is not a free ticket for the personal assistant or carer and cannot be claimed if they are attending without you.

Yes, the date of these shows will be noted in the brochure and on the show webpage. You can also ask a member of staff.

Please head to the kiosk, in the theatre foyer to collect your headset.

Please let us know your needs and we will do our very best to accommodate you.

We don't, but please take a look at the TIC website for local accommodation information.

Llandudno is a beautiful town, with many fabulous B&Bs and hotels. We would recommend that you look up the TIC website:

Tourist Information Centre - Llandudno - Tourist Information Centre in Llandudno, Llandudno - Visit Conwy