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1 Is a cloakroom available?

We do not have permanent bag storage facilities and, as such, we discourage audience members from bringing large items to the theatre.

2 How is the air circulated in the theatre?

All air brought into the auditorium is supplied at roof level before passing through a filter system. This helps us guarantee that the air you’ll breathe is as clean as it can be.

3 Will I be able to purchase a programme?

Programmes are available to buy when you attend and pre-purchase with your tickets, for collection from a designated point on the performance date.

4 Do you accept cash?

We are cashless at the Lyric Bar, Outsider Tart @ the Lyric, and at the Box Office. We accept contactless and chip-and-pin payment.

5 What do I do if I've lost something at the Lyric?

For lost property enquires, please send a description of the item and where you last saw it in the building to enquiries@lyric.co.uk and we’ll let you know if we’ve found it. Please note that items are only kept for a 14 day period.

6 Are you breastfeeding friendly?

The Lyric welcomes babies to be breastfed in any public area of these premises.

7 What are your toilet facilities?

The Lyric has a range of toilet facilities available including all-gender, gender specific and private accessible toilets in our Bar, on the Stalls level and on our balcony level near the Creative Space.

We also have a baby change facility and accessible toilet on our first floor near the entrance to the Reuben Foundation Wing.

8 What is your latecomers policy?

We cannot guarantee entry to latecomers so please plan to arrive in good time before the show starts. No refunds or exchanges will be offered in the event that you arrive late.

The Lyric Hammersmith Theatre reserves the right to deny access to the theatres to any latecomers, unless a suitable point in the production has been deemed appropriate. If we are able to seat you at a pre-arranged latecomers point, please note that we will not be able to guarantee access to the exact seats booked.

Audience members who leave the auditorium once the performance has started may be asked to wait until an appropriate moment in the performance to be re-admitted. If there is no appropriate moment or admittance will cause disruption, re-admittance may be refused. No refund or exchange will be offered in this instance.

9 Where can I find my tickets?

All tickets – whether purchased online, on the phone or in person – will have been issued as e-tickets sent from our tickets@lyric.co.uk address.

These will have been emailed to you at the time of booking. You can also find your tickets by logging into your account above.

If we have your mobile number on file, you will also receive a text a day before you visit with a link to download your tickets.

10 Can I exchange my tickets or get a refund?

We are unable to offer a refund on your tickets if you are no longer able to attend. If a performance is going ahead as originally advertised, once payment has been received, all tickets are non-refundable.

We will exchange tickets for another performance of the same production on a different date/time, subject to availability. You must contact the Lyric Box Office at least 24 hours before your performance time. There is a £2 admin fee for this service.

If you are unable to attend a performance and cannot exchange for another date/time, we can exchange the value of your tickets for credit to be redeemed against future Lyric Hammersmith Theatre productions. You will need to contact the Box Office at least 24 hours before your performance time. Credit will be valid for a year from issue date, and any credit not used within that time period will be assumed to be a donation to the Lyric.

If a performance is sold out and you are no longer able to attend the performance, please send an email to tickets@lyric.co.uk to discuss the possibility of putting your ticket up for re-sale. A re-sale is not guaranteed but if successful, the total cost of the tickets, minus a £2 admin fee, is returned to you via your original payment method. Please note this may take up to 5 working days to process.

11 Do you have any booking or transaction fees?

All standard ticket purchases include a mandatory restoration levy of £2 per basket.

The restoration levy goes directly towards essential building maintenance and the upkeep of our 130 year old auditorium.

The restoration levy is waived for those booking access tickets, for schools bookings, and for Young Lyric members including Young Lyric classes.

12 A performance I want to see is sold out - what can I do?

If a performance is sold out, please send an email to tickets@lyric.co.uk if you would like to be added to a waiting list for returns. If any tickets are returned before 10am on the day of the performance, those on the waiting list will be contacted first for the opportunity to purchase.

The Lyric Hammersmith Theatre reserves the right to refuse the ticket holder admission to a performance if the ticket has been sold for commercial gain. This includes tickets sold via a secondary selling site (e.g. StubHub, Viagogo, eBay, Twickets).

13 A performance I can no longer attend is sold out - what can I do?

If a performance is sold out and you are no longer able to attend the performance, please send an email to tickets@lyric.co.uk to discuss the possibility of putting your ticket up for re-sale. A re-sale is not guaranteed but if successful, the total cost of the tickets, minus a £2 admin fee, is returned to you via your original payment method. Please note this may take up to 5 working days to process.

The Lyric Hammersmith Theatre reserves the right to refuse the ticket holder admission to a performance if the ticket has been sold for commercial gain. This includes tickets sold via a secondary selling site (e.g. StubHub, Viagogo, eBay, Twickets). Failure to comply will make your transactions void and the Lyric Hammersmith Theatre will reserve the right to sell these tickets on to another customer.

14 Can I pay with Theatre Tokens?

Yes you can pay with Theatre Tokens online or by contacting the Box Office.

Our Box Office does not sell Theatre Tokens.

15 What happens if a performance is cancelled?

In the event of a cancelled performances, we will contact you at the earliest opportunity with options for exchanging your booking, issuing credit or offering a full refund.

If you have booked your tickets via a ticket agent, you will need to speak to their Customer Support teams to reorganise your tickets or request a refund.

16 Do you have Access tickets?

If you’re coming to see a show and have specific access requirements, please contact us in advance so that we can make your visit as enjoyable as possible.

For all our productions, we offer one complimentary carer/companion seat for every full price access ticket booked. We have available wheelchair and transfer seats for all our shows.

You can book by calling our box office on 020 8741 6850, via email access@lyric.co.uk or you can pop into the theatre in person.

17 Do you have any concessions for young people?

All Young Lyric Members can access 2 x £5 tickets to every Main Stage show, subject to availability. Click here to apply for Young Lyric Membership.

For Under 16s, we offer £30 for tickets in Band B and £20 for tickets in Band C for main run performances only.

£10 preview tickets are available for all bookers, subject to availability.

18 I want to bring a school group - what offers do you have available?

For the majority of our Main Stage shows, we offer £15 per student + 1 free teacher ticket for every 10 students (subject to availability) on Mon – Wed evening performances only.

School bookings refers to purchases made by an educational establishment for a group of young people (aged 0-25). To book email schools@lyric.co.uk

We require full payment before the performance start date. If we have not received full payment you will not be granted access into the auditorium.

19 What is Free First Night and how can I apply?

Free First Night is our ongoing initiative, supported by Hammersith & Fulham Council, to offer those who live and work in the borough free tickets to the first night of all Main House Lyric productions.

Click here to sign up to be notified when applications for the next draw are open.

20 What is the recommended age for your productions?

The recommended age for each show changes from performance to performance. Please do double check on the page of the show that you’re interested in attending to confirm the age guidance.

Under 14s must be accompanied by and seated with a full paying adult (18+).

Under 5s will not be admitted to a show unless specified in the age guidance, with the exception of Chilled Performances which are suitable for parents/carers with babes-in-arms. Such performances are clearly signposted at the point-of-sale.

For children’s performances, all children over the age of 18 months must have a valid ticket. Those under 18 months are admitted as babes-in-arms.

21 What are Young Lyric Classes?

Young Lyric classes are a range of creative after school and holiday classes for young people to take part in. Classes include from theatre, dance, music, and disability arts. They are led by the Lyric and its partner organisations, and all take place at the Lyric Hammersmith Theatre.

22 Which age group are Classes for?

Each specific class will have an age range that’s applicable e.g. 7 – 9 year olds. We have classes available from age 3 up; you can see the age range of each specific class on the class page.

23 How often do classes take place and when?

Classes take place every school term for 10 weeks, there are no classes during half term.

24 Can I get a bursary for Classes?

We provide bursaries that alleviate the whole cost of a class. This lasts for one term, you will need to reapply for every term you/your child would like to return. For specific classes, we have a limited number of bursary places available which get filled up very quickly, you can check on the specific website class page to see if a bursary is applicable to that class- bursary applications open when a class is on sale, and all bursary holders for that current term will be emailed to reapply. Bursaries are prioritised to those who live within the top 50% of deprived wards in West London as a stipulation of the funding that supports them.

25 How can I purchase classes?

You can buy Classes online, over the phone or in person. The majority of classes are only available to book ‘per term’ as opposed to ‘per class’ however specific classes may offer bookings per class or as trial space. Each specific class webpage will have more information if booking ‘per class’ is available!

26 What do I do if my child can’t attend a class?

Please let the Young Lyric Host know on 07923616207. They will inform the class organiser.

27 Does my child need to be a Young Lyric member in order to book a class?

No, classes are open to all young people and you do not need to sign up as a member with us. However, if you wanted to be a Young Lyric Member and receive £5 tickets to main house shows, to learn about performance opportunities and more, sign up on our website or fill in a physical form in the Reuben Foundation Wing foyer.

28 How can I get a refund on my classes booking?

Refunds are solely at the discretion of the partner organisation leading the class. For example, if it’s a Dance West Class you are requesting a refund from, the decision will be made by Dance West. The Lyric and its partners first option is to provide credit to your account for the class booking if attendance cannot be made, this credit can then be used to book classes or theatre tickets again in the future.

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