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Coronavirus (COVID-19) FAQs



Hours of operation
Our buildings are currently closed. A skeleton team of staff are working remotely from 9am-6pm, Monday-Friday.

Contact us
Our phonelines are currently unmanned - our staff are still contacting customers via phone but are not accepting incoming calls; all communication will be done via email, and our website and social media channels. Should you need to contact us, please email boxoffice@leedsgrandtheatre.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored over the weekend.

Not receiving emails?
You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails. Should you need to contact us, please email boxoffice@leedsgrandtheatre.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored over the weekend.

Refunds
Due to ongoing concerns over COVID-19, you can request a monetary refund up to one month before the date of the performance you're due to attend. Alternatively, you can request a credit note up to two weeks before the performance date. This is subject to change at any time. 

Booking fees are non-refundable as stated in our T&Cs. Currently, they are being used to support the huge administration costs involved in closing our venues, including refunding and rescheduling shows, and to also help maintain our three heritage buildings until we can reopen.

Not received a refund for a cancelled performance?
Please note this process is taking much longer than usual to remote working and the amount of people we must contact. Also be advised that your bank can take up to 10 working days to process a refund. Should you need to contact us, please email boxoffice@leedsgrandtheatre.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored over the weekend.

Booking fees are non-refundable as stated in our T&Cs. Currently, they are being used to support the huge administration costs involved in closing our venues, including refunding and rescheduling shows, and to also help maintain our three heritage buildings until we can reopen.

Rescheduling shows
For the most up-to-date information about rescheduled shows, visit our homepage and follow the link. If the show you were due to attend is not listed or is TBC it is because we are still liaising with the Producers to move it to an alternative date when we reopen. This process is taking some time, please bear with us – you will be contacted via email as soon as we have any information.

Tickets for rescheduled shows will be automatically sent to you via email once the new dates are confirmed. Your tickets will be transferred to the same day, time and seat – the dates will not be the same. If the new dates are not doable, a refund will be available to you. Refund options will be clearly explained to you in an email.

Not received your tickets for rescheduled shows?
Leeds Grand Theatre
We advise you to check your junk/spam/work/alternative emails; tickets for rescheduled performances will come from donotreply@leedsgrandtheatre.com. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. Should you need to contact us, please email boxoffice@leedsgrandtheatre.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored over the weekend.

City Varieties Music Hall
Your tickets are valid for the rescheduled performance – we will not be issuing new tickets.

Posting of Tickets
Due to our venues being closed, we are currently not able to post any tickets. You will receive electronic versions via email to be printed at home or shown on your phone when we reopen.

Credit/Debit Card expired?
If the credit/debit card that you made your original purchase has expired, please email boxoffice@leedsgrandtheatre.com with the best telephone number our team can contact you on and we will give you a call.

Gift Vouchers / ice cream & drinks vouchers
All vouchers will be extended when we reopen, regardless of expiry date. Please contact us when we reopen.

Priority Memberships
During this period of closure, we appreciate anyone who is able to purchase, or renew a membership; any income is gratefully welcomed at this time whilst we are unable to sell tickets.
 
Once we know how long the closure will be, your membership will be extended to ensure you receive a full year of benefits.
 
Plans for reopening
We continue to follow the guidance of the UK Government and currently have no date for reopening. We are working hard behind the scenes to put in place plans for reopening that consider the health and safety of both our patrons and staff, including appropriate social distancing measures, a rigorous cleaning regime and potentially a period of cashless transactions. 

We will continue to communicate our plans with customers via email, and our website and social media channels.

Donations
For over 400 years, Leeds Grand Theatre, City Varieties Music Hall and our sister venue, Hyde Park Picture House, have been entertaining the people of Leeds and the wider region. Until now. Now our future is uncertain.

We're doing all that we can to ensure our survival throughout this period, as well as prepare for the economic uncertainty that we know will follow. We've furloughed 95% of our staff, keeping on a small team to manage customer refunds, reschedule performances and maintain necessary administrative functions. We're drawing on our reserves which we had planned to invest back into our three heritage buildings, and we're tentatively making plans for what measures we will need to put in place to help audiences feel confident to return when we are able to re-open.

We're hugely grateful to customers who have already donated to our theatres since closure. We know these are financially difficult times for everybody, but if you can donate to help us continue to thrive, not just survive after re-opening, we would be exceedingly grateful.

In such dark times, theatre is a positive force – it provides an opportunity for people from all backgrounds to come together to share a common bond – a love for live performance. We cannot let our theatres fade into the darkness.

DONATE HERE

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