Coronavirus Statement for Customers

Coronavirus Updates

Due to the ongoing Covid-19 crisis, we are sorry to inform you that all March to mid-November 2020 performances at Castle Theatre have been suspended and would like to apologise for any inconvenience this will cause. We are working to reschedule as many of the affected performances as we can. Below, we have provided further information, and answered some of your questions.

 

***Panto Announcement***

Based on ongoing restrictions surrounding the COVID-19 pandemic, we have made the unfortunate decision to postpone our 2020 Pantomime Sleeping Beauty. The new dates are Saturday 4th December 2021 - Sunday 2nd January 2022. We will be contacting all customers who have already purchased tickets for the show ASAP, to arrange a move to the new dates or to discuss their refund options.

It’s not all bad news though! In the place of a Christmas Pantomime, we are able to offer a different kind of festive family show. The Lost Christmas is a fun musical comedy fit for the whole family! More details about this show, including performance dates and times, can be found at https://bit.ly/2GyuSXz. Another option for existing Sleeping Beauty customers who cannot make next years’ dates will be to move their booking over to The Lost Christmas.

Offer alert! With the purchase of each ticket for The Lost Christmas, you will be eligible for £5 off a Sleeping Beauty ticket (rescheduled to the 2021 festive season). To qualify you will need to purchase tickets for both shows in the same order for a total saving of £5 per person.

Thank you for your continued support and patience at this time. We can’t wait to welcome you back to the theatre in the near future!

 

What performances have been affected? 

A list of performances that have been rescheduled and cancelled can be found here. If your performance is not currently listed, we are grateful for your patience as we work with the producers and promoters of all remaining shows and will be in touch with you as soon as possible.

Please note dates remain subject to change and we’ll continue to update this information over the coming weeks. 

 

Will my current tickets be valid for the rescheduled date or will new tickets be issued? 

Yes, your original tickets will be valid. We will move your booking over to the new date for the rescheduled performance, therefore please ensure you retain your current tickets. If you have not yet collected your tickets please bring a photographic ID or the card used to book the tickets in the name of the original booking with you when you attend the rescheduled performance.    

 

I still haven’t heard from anyone at your venue about my booking? 

To ensure the safety of our staff and following government regulations, most of our staff have been furloughed pending further guidance from the government. As soon as it’s safe for our teams to return to work we’ll be in contact with those customers affected.   

For customers who don't have email addresses on our system: we have been able to send out letters to you for cancelled shows, but have been unable to do this for rescheduled shows (due to the large volume of customers on our rescheduled list). We will be getting in touch with you via phone when our Box Office team returns, to update you on any relevant details and help with any queries.

Thank you for your patience and understanding at this difficult time.

 

Will I be able to have the same seats for the rescheduled date? 

Yes, we’ll ensure that you remain booked in the same seats as expected on your original booking. There are two exceptions: customers for Horrible Histories will be moved to their chosen performances and customers for Comedy Store - April will be moved to the merged September date. For these shows, we cannot guarantee that you will have the exact same seats (although we will do our best to put you in the same or nearest seats).

 

I can’t make the rescheduled date?

If you find that you are no longer able to attend please contact the Box Office once we reopen to arrange the return of your tickets - either for a venue credit towards a future booking or a refund to the original payment method.

 

When will I receive my refund?

If your show has been cancelled and you have selected the original payment refund option, these requests will be processed by our Box Office once we have reopened.

 

My show hasn’t been rescheduled but if the theatre remains closed it could be, what should I do?

Please continue to check the website for further updates on performances as we’ll be announcing any updates weekly on this platform first, prior to our team making contact with you to discuss options for when our theatres reopen.  

 

How will I know if the situation changes further?

We will be updating these FAQs, our website and social media channels as necessary. Please continue to check them.

 

How can I help?

As a venue we are largely reliant on box office income in order to continue to provide the best of live entertainment to the community. We understand these are difficult times for both customers and businesses. We understand this situation affects everyone differently, but if you are in a position to help, we would be extremely grateful if you would consider making a donation, or providing any unspent remaining account credit to assist us to relaunch the venue at this time we would be grateful. Whatever you decide we would like to thank all our customers for the continued support we have received.

 

Are you honouring gift vouchers and account credits that expire during the closure period?

Yes we will be, but are currently working out the best method to ensure this with our ticketing system supplier.

 

Virtual Theatre at Home

Despite our stage doors being closed, we still want to inspire and entertain our customers. We've curated a collection of our favourite performances from around the world, ensuring that you can enjoy the very best theatrical offering, safe and sound at home.

 

Theatre at Home
 

Once again, thank you for your continued support. Being able to continue enjoying some of the finest performances available at home we hope means you're as keen as ever to come and visit us when we open our doors again.

We understand that we are in unprecedented times and we really hope that you stay safe through the challenging weeks ahead.

Thank you,

Castle Theatre

Find Us

Castle Theatre
Castle Way, Wellingborough
NN8 1XA