FAQs

Below is a list of frequently asked questions to help you plan your visit. 

Your Visit

When is your Box Office open?

We are open Monday - Saturday, from 10am – 6pm (or until the start of an advertised show).

How do I get to the Yvonne Arnaud?

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

Is the Yvonne Arnaud accessible?

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.
 

Do you offer Accessible performances at the Yvonne Arnaud?

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.
Please see individual event pages to see if these are available. 
 

Booking Tickets

How do I book tickets?

          Pick your own seats on our safe, secure booking system, 24 hours a day, 7 days a week.

          Click the Book Now button on any event to get started.

  • By phone: 01483 44 00 00 

          Mon – Sat: 10am – 6pm 

  • In-person at the Box Office.
     

Do I have to pay a booking fee?

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!

How will I receive my tickets?

You can collect your tickets from the Box Office at any time before the performance, or collect them on the night.

We can also post your tickets to you for a postage fee of £1 per transaction. 
 

I’ve lost my tickets – what should I do?

Don’t panic!

We can always re-print your tickets for you at the Box Office. You can always collect the tickets on the day of the performance to remove the risk of the tickets getting lost.

Who needs a ticket for an event?

Everybody who is attending an event needs a ticket, except for babes in arms (under the age of 12 months), who can sit on a parent’s / guardian’s lap.

Even if tickets are free, a ticket is required so that we can keep track on how many people are attending an event. 
 

What do you offer Group Bookers?

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

Event Queries

What happens if I can’t attend?

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. 

If the show is sold out, we may be able to arrange for your tickets to be sold on to another customer, however we cannot guarantee this service. Please contact our Box Office for more information.

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.
 

What time does the event start, and how long is it?

Individual event pages will display show times. If the duration is still to be confirmed, please check back closer to the time.

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

What happens if I’m late?

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.

What if I can’t attend due to bad weather?

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.
 

What happens if the performance is cancelled?

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. We will aim to contact you with as much advance notice as possible.

Food & Drink

Can I buy food and drink at the Yvonne Arnaud?

Absolutely! The kitchen is open when the building is – click here to see information about the food and drink available. Cold drinks can be taken into the theatre in plastic cups. Only food & drink purchased on the premises may be consumed in our venue. Hot food is not allowed in the auditorium. 

Can I bring my own food?

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. 

Other Queries

Do you keep lost property?

All lost property we find is logged and stored at Stage Door. If you think you have misplaced something, please get in touch on 01483 44 00 77.

How do I get in touch with you?

Please see our Contact Us page to find all of our contact details.

Can't find the answer to your query? Please feel free to get in touch with us to find out the answer! 

CONTACT US