FAQs

Our Box Office is currently open in the Main House from 10am to 5pm, Monday to Saturday (excluding Bank Holidays), and 90 minutes before shows start, for all ticket enquiries.

You can contact the Box Office on 01483 44 00 00, boxoffice@yvonne-arnaud.co.uk, or in person. Booking is available 24/7 online. Please note that our Box Office is card only (excluding Amex).

We are located in the centre of Guildford, on the bank of the River Wey. Our entrance is on the A281 Millbrook Road. Click here to find out How to Get Here. 

We have information about accessibility – including facilities, the building, and accessible events – on our Accessibility Page (click here). 

Please don’t hesitate to get in touch if you require more information.
 

Yes, where possible, we have Captioned, Audio Described, BSL interpreted, and Relaxed performances. These accessible events are arranged by the touring productions and so the decision to put these events on sits with them. 

For our own productions, we try to include accessible performances where possible.

See a list of upcoming accessible performances, and more about our accessibility, here.
 

This Autumn, Cloakroom facilities will not be available, please do not bring large items, as we will not be able to look after them for you.

Should your little ones require the use of a booster seat during the performance, we strongly advise you to bring your own (backless only). A limited number of booster seats are available to hire for £1 each from the cloakroom 45-minutes before the start of the show, on a first come, first served basis.

Please note: Pushchairs and carriers are not permitted in the auditorium but can be left at our designated buggy park during the performance. All checked items are left at the owner’s own risk.

Booking is available 24/7 online. Booking online is secure and fast, and we'll email you your tickets once you've booked!

Box Office Opening Times: 

Our Box Office is currently open in the Main House foyer entrance from 10am to 5pm, Monday to Saturday (excluding Bank Holidays) and 90 minutes before shows, for all ticket enquiries.

You can contact the Box Office in person, on email at boxoffice@yvonne-arnaud.co.uk, or by phone on 01483 44 00 00.

If you are new to booking online, you can download an Online Booking Guide here.

All tickets have an applicable booking fee, regardless of how you book them. We include all of our fees in the price of the ticket that you pay, so you’ll never be charged anything on top of the advertised ticket price!

You can find out more about our fees here.

Our tickets are emailed to you with your booking confirmation, 

Please bring your phone with you to show the usher your email when you arrive at the theatre, or you can print off your tickets.
 

Don’t panic - please contact the Box Office on 01483 44 00 00 or boxoffice@yvonne-arnuad.co.uk and they will resend you the tickets.

Everybody who is attending an event needs a ticket, except for babes in arms (under the age of 24 months), who can sit on a parent’s / guardian’s lap, unless the show's event page explicitly states otherwise.

We offer various discounts for those coming in a group of 10 people or more. Check out our Groups page to find out more information about how to organise a group trip to our theatre. 

Yes, you can purchase gift vouchers online or from the Box Office. 

They are valid for 1 year and can be used on future performances.

Click here to find out more and purchase gift vouchers.

Yes! You can use your national Theatre Tokens to purchase tickets with us online, in person or over the phone. 

You can also purchase Theatre Tokens from the Box Office to give as a gift. Theatre Tokens are accepted at most theatres around the country so they are a great gift for those who love theatre but aren't close enough to come to the Arnaud!

Find out more.

Customers have the option of taking out ticket refund protection at the point of booking. This costs an additional £2.00 per ticket and is administered by the company ‘Secure My Booking’.

To see the full terms and conditions of what ticket protection covers, please click here: Ticket Refund Protection – UK – Secure My Booking. Ticket refund protection cannot be added to a booking retrospectively and must be included at the time of purchasing tickets.

All live shows and films are covered by ticket refund protection, but workshops are not. Please note that Yvonne Arnaud Theatre does not manage ‘Secure My Booking’.

Any applications for refunds or questions about ticket refund protection need to go directly to ‘Secure My Booking’ by visiting Secure My Booking – The Leading Ticket Refund Protection or calling them on 0330 057 1803 Monday - Friday, 8am - 4pm

Yes, for our exchanges policy please refer to section 3 of our Terms and Conditions.

We do not offer refunds.

We may be able to move your tickets to another performance of the same production, however this is subject to availability. 

At our discretion, the Box Office may accept tickets for resale on the understanding that the our own available tickets will take priority. We charge an administration fee of £2 per ticket if resold*. If the resale is successful, the Customer will be emailed and a refund (minus administration fees) will be credited back to the original method of payment within 14 days after the performance or event.

*Vanbrugh Supporters and Friends Members are exempt from paying this resale fee.

Please note:

• If there is a price difference, you will be required to pay. If the new tickets are of a lesser value, we cannot refund this.
• Discounts are only honoured if they are also valid for the replacement performance.

The reselling of tickets for profit is strictly prohibited. Any tickets found to be resold for profit will be made void, and no refund or compensation will be given.

Individual event pages will display show times if we know them. If the duration is still to be confirmed, please check back closer to the time. If we have your email address, you will receive a pre-show email a few days before your visit with the up-to-date information.

All events in the theatre start at the advertised time, including our Film Season screenings.
 

For events in the theatre, latecomers may not be admitted until the interval or a suitable break in the performance. This includes re-admittance should you leave during the show, where it is not always possible to go back in. Please ensure you arrive in good time to take your seats.

Bad weather can sometimes present travel issues for ticket holders. It is inevitable that as inclement weather sets in there will be times when those travelling to the venue may feel it is not safe or wise to travel. However, in the great tradition of the theatre, the show does go on despite the weather and we do not refund individuals, nor exchange tickets for those who choose not to travel.

It is the responsibility of the customer to get to the venue on time so, if you do choose to travel in inclement weather, please allow plenty of extra time.

We will inform customers if there are any alterations to the performance schedule if the weather makes it impossible to go ahead as planned. It is vital that at the time of booking you give us correct and up to date contact details.
 

Although rare, if an event is cancelled or rescheduled, we will contact you via the details you have provided us with at the time of creating the booking (so please ensure you give us accurate contact details). We will aim to contact you with as much advance notice as possible.

The Riverbank Kitchen is open Tuesday - Saturday, 10am - 3:30pm.

On show nights, the Kitchen will re-open 1hr 30mins before the show, remaining open for any intervals.

Find out more about our Food and Drink offer here.

We kindly ask that you do not bring your own food & drink into our venue. We have a wide range of food & drink options available. The exception to this is for babies. 

All lost property we find is logged and stored at Box Office. If you think you have misplaced something, please get in touch on 01483 44 00 00.

You can contact the Box Office on 01483 44 00 00, boxoffice@yvonne-arnaud.co.uk, or in person.

You can also follow us or message us on Social Media:

Facebook | Twitter | Instagram | LinkedIn | YouTube

(Updated Monday 22nd June 2020)

In the wake of Black Lives Matter and the events triggered by the death of George Floyd, we are once again reminded of theatre’s role in uniting people, to understand and share our stories.  These events have challenged theatre makers to address how we engage with all of our community, our audiences and our workforce to ensure equality for everyone.

We are examining what we need to do to ensure we are part of the positive changes that must come.  We are proud to have programmed Metta Theatre’s exciting In the Willows and English Touring Theatre’s incredible Two Trains Running. It was disappointing that Frantic Assembly were unable to perform I Think We Are Alone, and that ETT’s Mugabe, My Dad and Me was also a victim of the closure due to Covid-19.

We are committed to creating and presenting theatre that is accessible for everyone, and tells stories from our many communities. We look forward to welcoming more diverse performances to our stages.

You can read our Anti-Racism commitment here.