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IMPORTANT INFORMATION

Please click here for more information about our re-opening and future plans

FAQs

Welcome back to Theatre Severn. We have been hugely grateful for your support and patience while we worked towards re-opening. The safety and welfare of both visitors and staff is at the forefront of these new plans. 


If you're visiting the venue or attending an event, you can expect to find a few changes to our normal set-up. For the safety and enjoyment of all, we ask you to stick to a few easy-to-follow guidelines.

  • Face coverings. Face coverings are mandatory within the venue during your visit but can be removed to consume food and drink while in the auditorium. Please be respectful of other audience members where exemptions may apply.

  • Social distancing. We ask all visitors to maintain social distancing where possible while inside the venue.

  • Test and Trace. We support NHS Test and Trace as part of the UK Coronavirus response. We will request the name and phone number of all customers attending film screenings. You can find further information in our Privacy Policy about how your data might be used. Alternatively, you can check in on arrival by scanning the NHS Covid-19 QR Code. 

  • Social bubbles. Bookings can be made within your social bubbles only and a selection of group sizes 1-4 people will be available at each event.

KEEPING YOU SAFE

  • Limited capacity. We will operate at reduced capacity to maintain social distancing for our audiences. Only ticketholders will be given access to upper levels (above ground floor).

  • Enhanced cleaning. The theatre will be professionally cleaned with anti-viral products between all events. Touch points, surfaces and toilets will be cleaned regularly throughout opening hours.

  • Hand sanitisers are available throughout the building for customer use alongside hand washing facilities in our public toilets.

  • Protective screens are fitted to our Box Office, bar and kiosks.

  • Our staff will wear face coverings wherever you do.

Will you take cash?
We request card payments only until further notice, with contactless payments preferred. 

Can I buy food and drink to take into the cinema?
Yes. Food and drink is available from the Chapel Bar and kiosks at Theatre Severn.

How do I find my seat?
Your ticket will display your seat number(s) and the level where your seats are located. Please follow signage at the venue.

Are the toilets open?
Our toilets are open for ticketholders only, and we ask customers to observe social distancing.

If you are unwell, we ask that you do not attend and we will be happy to offer you an account credit to use against another booking in future.

 

Here are some of our other most frequently asked questions. If can’t find the answer here, please don't hesitate to contact Box Office by telephone (01743 281281) or email mail@theatresevern.co.uk and we'll be happy to help...

BOOKING & TICKETS

I HAVE AN E-TICKET. DO I NEED TO COLLECT AN ACTUAL TICKET? 
No, you do not need to collect any tickets from Box Office. Simply display your e-ticket on a mobile device to a member of staff as you enter the theatre. Alternatively you can also print the e-ticket yourself and show this instead.

HOW DO I RECEIVE MY PRINT AT HOME TICKETS?
After confirming your booking, you will receive a confirmation email, followed by a second email with your e-tickets attached. These are your tickets. You can present these on your mobile device as you enter the theatre or print the tickets and bring with you on the day of the performance.

CAN I CANCEL A BOOKING?
Sorry, we cannot cancel or refund tickets. In the case of sold out performances, we may be able to resell your tickets at face value. Please contact Box Office for further advice.

We know that current circumstances can disrupt the best laid plans and to ensure you do not lose out, we are happy to offer an account credit if any of the following circumstances apply on the date when you are due to attend an event

  • If you are unwell
  • If you have to isolate
  • If you live in an area which is subject to local lockdown

Your account credit can be used against future bookings at both Theatre Severn and the Old Market Hall cinema.


I'VE LOST MY TICKETS. WHAT HAPPENS NOW?
If you think you have lost your tickets, please contact Box Office. We are happy to issue duplicates for you to collect on the day of the performance, free of charge. But you never know, they may turn up in the meantime.

CAN I BOOK A WHEELCHAIR SPACE ONLINE?
Unfortunately, a little manual expertise from a skilled Box Office Assistant is required to book our Wheelchair spaces, so these can only be booked by contacting Box Office or in person at the theatre.

DO I NEED TO BOOK A SEAT FOR A BABY OR SMALL CHILD?
Yes, all persons regardless of age must be allocated a seat. At most family performances (including pantomime), tickets for children under 2 years are half price, and free for babies under 12 months. At all other events, and regardless of age, children will be charged full price or child concession rate if available.

Please see booking info and terms & conditions for further information. 

BEFORE YOU VISIT

WHAT TIME SHOULD I ARRIVE?
Having to rush to your seats or missing the start of the show can make an enjoyable visit to the theatre a bit stressful, and can also disrupt other audience members. We recommend that you arrive at least 15 minutes before the start of the performance. The theatre doors are open from approximately 30 minutes before the performance start time.

CAN I TAKE PHOTOGRAPHS DURING THE SHOW?
Unless instructed otherwise on the day, photography and recording equipment is generally prohibited in the auditorium due to copyright law and to minimise any disturbance to the performers and other audience members.

WHAT IS YOUR LATECOMERS POLICY? 
We are usually able to seat latecomers at a suitable break in the performance. The policy may vary depending on advice from the visiting company and which performance you are watching. We cannot guarantee that latecomers will be positioned in the seat that was booked until after the interval.

WHERE IS THE BEST PLACE TO PARK?
Theatre Severn is located next to Frankwell Car Park where charges apply before 6pm only. For SatNav, please enter SY3 8HQ to locate the theatre. To find a car park and information on tariffs please visit PARKING information on the Shropshire Council website. Disabled parking spaces are available in the main Frankwell car park outside the Guildhall.

DURING YOUR VISIT

I'M SEEING A SHOW IN THE WALKER THEATRE. WHERE IS THAT?
The Walker Theatre is located within Theatre Severn, and is accessible from the both the first and second floor. Please ask a member of staff if you need pointing in the right direction.

WHAT TIME DOES THE PERFORMANCE FINISH?
Running times are generally available via the Box Office on the day of the performance, or you can ask a member of staff on arrival. Where possible, we will publish running times on the website in advance. 

IS THERE A DRESS CODE?
There is no dress code at the theatre. We only recommend that you wear something comfortable.

DO YOU HAVE A CLOAKROOM?
Our cloakroom is temporarily closed due to COVID-19 safety procedures.

DO YOU HAVE BOOSTER SEATS AVAILABLE FOR CHILDREN?
We have a limited number of Booster seats available. We would recommend that you arrive early if your child requires one.

FOOD & DRINK

CAN I TAKE FOOD AND DRINKS INTO THE AUDITORIUM?
Food or drink purchased at Theatre Severn may be taken into the auditorium. Drinks can be taken in the auditorium in plastic cups only, which we can provide. No glassware is to be taken into the auditorium. No hot food is permitted in the auditorium.

CAN I PRE-ORDER INTERVAL DRINKS FOR THE INTERVAL? 
Yes, and it's highly recommended. You can pre-order interval drinks at our bars, and you can also pre-order from a selection via each kiosk. Your drinks will be served on the same floor as your seats.