Frequently Asked Questions

Tickets are available to buy online from the website 24 hours a day and from our Box Office, in person or over the phone.

Box office is open: Monday – Saturday 10am -12pm and 1 - 4pm.
(plus an hour before performances)

Call our Box Office on 01434 65277.

Tickets can also be purchased on the door, subject to availability. 

We accept cash, credit/debit cards (except American Express).  

E-tickets can be sent via email free of charge. Physical tickets can be posted out at a cost of £1.80 per booking. 

We offer concessionary prices on selected shows for full-time students, registered unemployed, people with disabilities, people under 18 and other people in receipt of benefits. Please note: we do not offer concessionary prices for OAPs unless stated otherwise or they fall into one of the categories already mentioned.  

Free Essential Companion tickets are available, for those that require help accessing performances and events. Please contact Box Office to book.

E-tickets arrive by email and can be displayed from smart phones and scanned at the venue or they can be printed out.

Physical tickets can be posted out at a cost of £1.80 per booking. 

You can view your tickets on the website if logged in and click on the ‘My Account’ tab. If your tickets don’t arrive please check junk/spam folders or contact the Box Office. 

If you have a query about tickets bought through agents such as Ticketmaster & SEE tickets, please contact them directly.

Can't find your ticket?

If you've paid for your ticket and received a confirmation email but can't find the ticket itself, check your junk or spam folder. If it's still missing, don’t worry! Simply bring your confirmation email to the performance, and our Box Office team will help you.

Our Box Office opens one hour before performances. 

From 13 May 2025, all bookings made online or via Box Office will be subject to a £1.50 booking fee. This fee is charged per order, not per ticket. Whether you book one ticket or five tickets for multiple events, the fee remains £1.50 per booking. Some events, including those that are free, are exempt.

Why is Queen’s Hall introducing this fee?
We have avoided adding booking fees for as long as possible, but due to rising costs associated with ticketing and payment processing (both cash and card), we can no longer absorb these expenses. This change will help ensure we can continue operating as a thriving Arts Centre, delivering community outreach projects, Youth Theatre, free exhibitions, and much more.

While booking fees are standard at most theatres, we have kept costs as low as possible by applying a per-booking fee rather than a per-ticket fee. We understand this may affect those who book single tickets, but after careful consideration, we believe this approach is the fairest overall.

A Building Levy is added to tickets for some events and goes towards the refurbishment, improvement and upkeep of our historic building. 

We want to continue our work as the creative heart of the community. This fee allows us to ring fence funds and invest more back into our building as well as to be able to respond to emergency repairs to ensure that things continue to run smoothly.

If we have to cancel an event for any reason, Box Office will get in touch with all ticket holders and you will be given the option to move your tickets if the show has been re-scheduled, or receive a face value refund or venue credit (valid for 1 year). Refunds will be paid back to the original payment method and take up to five working days to be processed.

Please consider, if you are able to swap your booking for another show, taking venue credit or making a donation to Queen’s Hall instead of a refund. This will help invest in the future of local live performances. 

As soon as payment is made we are unable to offer refunds except in the event of a cancelled performance or if a rescheduled performance date is not convenient (see above).  

Personal arrangements such as travel, parking, accommodation, subsistence or hospitality relating to the performance which have been arranged by you are at your own risk.  

Tickets may be exchanged for seats for the same or higher price for an alternative performance. This must be done at least 48 hours before the original performance date. Refunds and exchanges will not be given within 48 hours of the performance. Exchanges are strictly subject to availability.   

Can I get a refund due to bad weather?

If a show is cancelled due to adverse weather conditions, our Box Office team will get in touch with all ticket holders and you will be given the option to move your tickets, if the show has been re-scheduled, or receive a face value refund or venue credit (valid for 1 year). Refunds will be paid back to the original payment method and take up to 5 working days to be processed.

Where weather conditions have not prevented performers and staff from getting to the venue, events will go ahead as planned and refunds will not be offered. In line with other entertainment venues, we’re not able to offer refunds to customers who no longer wish to make the journey or can’t get to the venue due to weather conditions.

Hexham Book Festival

Book Festival tickets can only be exchanged for other Book Festival events, no refunds or venue credit will be made available.

Our Box Office is situated directly in front of the main doors. Tickets are checked at the doors of the auditorium. Doors open approximately 20 minutes before the start time of the performance but this may vary with every production.

Toilets are located on the ground floor only.

Please be seated at the start time on your ticket.

If you have not received your e-tickets, please check junk/spam folders, alternatively tickets can be printed off at the Box Office, please bring your confirmation email with you. 

If you arrive later than the advertised start time or you need to leave the auditorium for any reason, you may be asked to wait until a suitable break in the performance before you can take your seat – this may be the interval.

Depending on the performance, we may be unable to admit latecomers at all. Queen’s Hall Arts reserves the right to refuse admission. 

Please view our Access page. 

All information about our seating including seat size, sight lines and leg room can be found here.

We're proud to be fantastic for families thanks to the Family Arts Standards.

For more information, please see our Family Visits page.

We offer baby tickets on selected performances, booster cushions, buggy storage (left at owners risk) and changing facilities.

If a performance is specifically for under 5's, a ticket needs to be purchased for everyone attending, including children under 12 months. 

For performances created for older children, we offer an Adult & Babe in arms ticket option for an additional £1. These tickets allow babies under 12 months to sit on an adults lap.

Please check the ticket options for the performance you wish to attend.

There are bike racks provided directly outside the front of the building. 

For more information please visit our Getting Here page.

The Queen’s Hall Café is open Tuesday – Saturday 10am - 4pm.

Outside of these hours, we have a bar service including ice cream and sweets available at performances. The bar is open one hour before performances and during the interval.  

Can I bring my own food to performances? 

Whilst you are allowed to bring your own food to Queen’s Hall there are some rules as to what is permitted and what is not.

Hot food is not allowed in the auditorium.

Please also keep in mind the experience of other theatre goers, so we ask you to keep rustling packets to a minimum and avoid eating food which smells.

Can I take drinks into a production? 

Yes, you are very welcome to take drinks into productions. 

However, glass is prohibited, so any drinks purchased from the bar must be transferred into plastic or biodegradable cups. 

For more information please visit our Food and Drink page. 

Queen’s Hall Arts is a registered charity and can claim Gift Aid on all donations made.

If you are a UK taxpayer, Queen’s Hall can claim an extra 25p from HMRC for every £1 you donate. To do this, you will need to complete the Gift Aid declaration when you make a donation via your online account. You will only need to do this the first time you donate.

Please note that if you have a change of circumstance and are no longer a UK taxpayer you will need to let Box Office know and they will update your account.

A Queen's Hall Gift Voucher makes the perfect gift and can be bought for any amount.

Gift vouchers can be redeemed for ticket purchases online or at the Box Office. 

Any gift vouchers bought after 5 October 2023 are valid for 12 months after purchase. Gift vouchers bought before 5 October 2023 are valid for 24 months. 

Parking is available on Beaumont Street and is free for two hours with a parking disc. After 5pm and until 9am the following day parking is unrestricted.

There is additional short stay parking in the Market Place and Gilesgate car park. 

The Wentworth Car Park (beside Waitrose Supermarket) is a short walk from the Queen's Hall up a steep hill.

There is also a car park behind Hexham Bus Station which is a flat 10 minute walk away. There is a limited amount of on street disabled parking at the front of the Queen’s Hall.

For more information please visit our getting here page. 

Please bring a student card or photo proof that you receive benefits on collecting your Benefit Claimant ticket/s. 

Unless clearly stated otherwise, we ask audience members to refrain from taking photos or filming.

It is illegal to make recordings (photographs, video or sound) of any material subject to copyright. We take copyright very seriously as we aim to support artists and regard the unauthorised use of their material as an act of theft. The “intellectual property” of artists is no less valuable to them than sales stock is to a shopkeeper.

In addition to protecting artists, we also have a duty of care for the protection of vulnerable children (and adults) from unauthorised recordings which might unintentionally place their wellbeing and safety at risk.