Booking Information

  • Contact or visit our Box Office on 0191 454 1234. Lines are open 10am to 3pm, Tuesday to Sunday
  • Book Online – What’s On
  • Adult + Babes in Arms tickets are available for children under the age of 24 months sitting on their carers laps for selected productions.
  • If your child becomes unsettled, please consider others.
  • All bookings include a contribution towards our restoration levy of £2.50 per transaction
  • Booking refund protection is an optional service offered by The Customs House and administered by Ticketplan on their behalf. It Is NOT an insurance policy.
  • Ticketplan is a third-party agent.
  • Please read their terms and conditions before purchase.
  • For information on our offered TicketPlan booking refund protection, please click HERE

Classification

  • U = Universal – Suitable for all. A U film should be suitable for audiences aged four years and over, although it is impossible to predict what might upset any particular child.
  • PG = General viewing, but some scenes may be unsuitable for young children. A PG film should not unsettle a child aged around eight or older. Unaccompanied children of any age may watch, but parents are advised to consider whether the content may upset younger, or more sensitive, children.
  • 12A = No one younger than 12 may see a 12A film in a cinema unless accompanied by an adult.
  • 15 = Suitable for 15 years and over. No one younger than 15 may see a 15 film in a cinema.
  • 18 = Suitable for 18 years and over. No one younger than 18 may see an 18 film in a cinema.

For More Information about BBFC classifications, please click HERE

  • Where an event has been cancelled or re-scheduled, we will notify you by email and/or telephone.
  • It is your responsibility to inform us of any change to your contact address, telephone number or email address you provide us with at the time of ordering.
  • The Customs House reserves the right to make alterations to the published programme where reasonably necessary.
  • The Customs House does not guarantee the appearance of any specific named performers in any of its shows.
  • The management of The Customs House reserves the right to refuse ticket holder’s admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a ticket is void.
  • The management also reserves the right to request that ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a ticket holder who:
    1) has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or
    2) uses threatening, abusive, or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
    3) in the reasonable opinion of the Venue is under the influence of drugs or has consumed an excessive amount of alcohol; or
    4) fails, when required, to produce proof of identity or age; or
    5)obstructs gangways, access-ways, exits, entrances or staircases, congregates in non-designated areas or seeks entry to stands or seats for which he/she does not hold a Ticket.
    6) is found to be smoking (including e-cigarettes) within our building.
  • No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.
  • Babes in arms (children under 2 unless otherwise stated at the time of booking and on the ticket) will only be admitted to performances that are specifically aimed for them (pantomimes and shows permitting under 5s only). Where babes in arms are permitted, they shall be admitted for a small charge. If any other age restrictions apply for a particular performance this will be stated on the relevant production page of our website.
  • Children (ages 11 years and under) must be supervised at all times. Supervision of children shall be by not less than 1 adult (aged 18 years or over) per 10 children and the supervising adult must sit next to the child/ren. The Management reserves the right to ask parents / supervisors to remove children if, in the opinion of the Management, they are causing a disturbance.
  • Your contract for the purchase of Ticket(s) is formed as soon as We have processed Your payment and will expire immediately after the performance of the Event for which You purchased Ticket(s). However, any purchases are subject to payment card verification and other security checks and Your transaction may be cancelled if it has not passed Our verification processes.
  • Our Terms and Conditions do not apply to purchases for tickets made from third parties. If you have any queries or complaints regarding your purchase of tickets from third parties, please contact them direct.
  • Ticket Protection is available to purchase via our website. This service is provided by Ticketplan. Their Terms and Conditions can be viewed HERE.
  • If you select “print at home ticket” your tickets will be delivered to the email address provided when you registered on our site
  • Your print at home ticket must be printed or presented on a mobile or tablet device. Paper tickets will be delivered to the address provided when you registered on our site.
  • Tickets can also be picked up from our Box Office. Please note there is a charge for collecting tickets at Box Office and postal tickets.
  • The price of the Ticket shall be the price set at the time we accept your order. All advertised prices are inclusive of any applicable taxes and per ticket booking fee (where applicable) but exclusive of any per transaction, collection, or delivery fee.
  • No order will be accepted until we have received full payment in cleared funds. We reserve the right to cancel any booking which we reasonably suspect to have been made fraudulently.
  • All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn without notice.
  • Only one concession or discount is available per ticket.
  • The Customs House Trust Ltd has used its best efforts to obtain the most accurate and reliable information available and does not guarantee the accuracy or completeness of any information on or accessed through this website.
  • By providing links to other sites, The Customs House Trust does not guarantee, approve or endorse the information or product available at those sites, nor does a link indicate any association between the linked site and the operator of this website.
  • Our contract for the purchase of Gift Vouchers is formed as soon as we have processed your payment and will expire within 12 months.
  • They must be used within such time periods as they cannot be extended.
  • Reservations can only be made for groups of 10 or more.
  • Group bookings discounts may be available on selected shows in the season, including special offers for school bookings.
  • Group booking numbers are limited for some performances.
  • All groups of 10 or more must pay a 10% non-refundable deposit at the time of booking.
  • Final payment for group bookings must be made four weeks before the date of the performance.
  • For more information contact our Box Office on 0191 454 1234
  • You will need to book in advance but can pay whatever you decide.
  • We have added some suggested prices from £3 to £12 or you can choose £0.
  • A collection will be taken after the performance for anyone wishing to donate afterwards.
  • View our current Pay What You Decide Events 
  • The price of the Ticket shall be the price set at the time we accept your order. All advertised prices are inclusive of any applicable taxes and per ticket booking fee (where applicable) but exclusive of any per transaction, collection, or delivery fee.
  • No order will be accepted until we have received full payment in cleared funds. We reserve the right to cancel any booking which we reasonably suspect to have been made fraudulently.
  • All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn without notice.
  • Only one concession or discount is available per ticket.
  • If you are unable to attend a performance/screening we can offer to exchange your tickets to another performance of the same show, within its current run, subject to availability and a per ticket exchange fee. Exchanges are not possible for single performances or screenings.
  • To obtain an exchange, you must contact us at least 48 hours before the event. Tickets can be exchanged for a seat of the same value or higher upon payment of the difference in value. If a discount has been applied to the Ticket, then this will only be honoured within the original terms and conditions of the offer.
  • If the Ticket have been booked through a third-party promoter, tickets cannot be exchanged, cancelled, or refunded after purchase unless the third party’s own terms and conditions allow for exchange, cancellation, or refunds.
  • Except where we offer an applicable ticket exchange or resale facility, tickets cannot be exchanged, cancelled, or refunded after purchase.
  • Where a performance is cancelled or rescheduled by us or a visiting company, or where a performance is cancelled or rescheduled due to circumstances beyond our control, you may request a refund.
  • The refund for tickets equals the price paid by you to us for such ticket, excluding the per transaction collection or delivery fee. If You have opted to purchase Ticket Protection, please note that this is also non-refundable. Refunds shall only be made to the person who purchased the tickets and, when possible, be made using the same method as was used to purchase the tickets.
  • Tickets You purchase are for you and your party’s personal, non-commercial use and must not be resold for profit. You must not purchase and/or resell your tickets (i) with the intention of reselling your tickets for profit or (ii) on behalf of a business, or (iii) as a trader acting in the course of business. If we discover or have reason to suspect that you have purchased and intend to resell, or have sold tickets in breach of this clause, we reserve the right to cancel your tickets without notice and will refund You the price paid by you to us for such ticket, excluding the per transaction fee you paid for the tickets.
  • Where a resale facility is available, resale of these tickets cannot be guaranteed and is subject to a per ticket administrative charge.
  • Tickets may be restricted to a maximum number or sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry.
  • Any such restriction shall be displayed on our website or otherwise notified to you before or at the time you book the tickets.
  • It is your responsibility to ensure that you read all notifications displayed on our website.
  • Tickets You purchase are for you and your party’s personal, non-commercial use and must not be resold for profit. You must not purchase and/or resell your tickets (i) with the intention of reselling your tickets for profit or (ii) on behalf of a business, or (iii) as a trader acting in the course of business. If we discover or have reason to suspect that you have purchased and intend to resell, or have sold tickets in breach of this clause, we reserve the right to cancel your tickets without notice and will refund You the price paid by you to us for such ticket, excluding the per transaction fee you paid for the tickets.
  • Where a resale facility is available, resale of these tickets cannot be guaranteed and is subject to a per ticket administrative charge.
  • All tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised prior to purchase.
  • Please notify us of any access requirements at the time of booking. Complimentary Essential Companion tickets can be provided upon the purchase of an Access ticket. Terms and Conditions apply, please see our Accessibility Booking Information for detailed information.
  • Removing any part of, altering, or defacing the Ticket may invalidate Your Ticket. It is Your responsibility to check Your Tickets as mistakes cannot always be rectified after purchase. We will not be responsible for any Ticket that is lost, stolen, or destroyed.
  • It is not always possible to issue duplicate tickets. For example, for non-seated events where there is a possibility of both the original and duplicate tickets being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at the discretion of The Customs House.
  • Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required.
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