FAQ

• Is your site secure?
• What happens if I don’t get my tickets in the mail?
• How do I know if my booking has been processed?
• Can you deliver my tickets to a different address?
• Do I need ID to collect my tickets at the box office?
• Can a third party collect my tickets from the box office?
• Which payment cards do you accept?
• I don’t have a credit card. Can I pay by cash or cheque?
• I’ve lost my tickets – what can I do?
• I’ve lost my booking reference number – what can I do?
• I can’t make the performance – can I exchange my tickets or get a refund?
• What happens if an event is cancelled or rescheduled?
• My tickets have arrived and I have a query about them?
• What concessions do you offer?
• Can I make a group booking?
• How can I find out if tickets for an event are on sale?
• Why do I have to pay a transaction charge?
• How do I contact you?
• Can I purchase tickets by phone?
• Where can I see your Terms and Conditions?
• If I move house before my tickets arrive?
• What about Data Protection?

Is your site secure?
Yes it is. For security when booking, your details are transmitted using the highest security industry standard 128-bit encryption (https) (which large organisations like banks use). You will see a picture of a padlock on the bottom right hand corner of your internet browser indicating you are on the secure part of the site.

What happens if I don’t get my tickets in the mail?
It is paramount that you allow Royal Mail every opportunity to deliver the tickets as tickets can be delayed within their system. If the event you have booked for is fast approaching (within 7 days) and you are concerned, please feel free to contact us.

How do I know if my booking has been processed?
Once you have completed the booking form and submitted your order, you will get an email confirmation from us shortly – please ensure that you enter your email address carefully on the booking form.

Your email confirmation will show details of your order including Show, Date, Venue, number of tickets and where appropriate, seat numbers and a booking reference. It will also include details of how to contact us in the event of a query or problem with your order so please do not delete it. You will also find information about how to contact us on the home page.

Many email account providers offer a filter service to protect you from unwanted junk mail or ‘Spam’. It is possible that your email confirmation from us has been mistakenly filtered by this service; so if you do not receive email confirmation from us within 48 hours, please check your Junk Mail and/or Deleted Files folders first. If you still cannot find your confirmation email, please contact us either by email or telephone.

Can you deliver my tickets to a different address?
Unfortunately not. We have to send all tickets booked to the billing address of the credit card used to make the booking. This is to prevent credit card fraud.

Do I need ID to collect my tickets at the Box Office?
Yes – you will need to present the credit or debit card you used to make your purchase with us. We also recommend that you print and keep your email confirmation handy as further proof of your purchase.

Can a third party collect my tickets from the box office?
No. The cardholder needs to collect and produce the credit card used to make payment and sign a receipt. This is part of the credit card merchant agreement and is in place to protect both them and the cardholder from potential credit card fraud.

Which payment cards do you accept?
We accept Visa, Delta, MasterCard, Switch and Maestro. We regret that we do not currently accept American Express, Diners Club, Electron or Solo card.

I don’t have a credit card. Can I pay by cash or cheque?
Yes, our Box Office is based at Birmingham Central Library and our opening hours are from Monday to Friday 9.00am to 7.00pm and on Saturday 10.00am to 4.30pm. You can write to us enclosing a cheque made payable to Birmingham City Council plus 0.50p postage charge (or a s.a.e.) and send to Birmingham City Council, Central Library Box Office, Chamberlain Sq., Birmingham B3 3HQ

I’ve lost my tickets – what can I do?
The first step is to contact us on 0121 236 5622 or if you have booked online email us at [email protected]

I’ve lost my booking reference number – what can I do?
Your booking reference is printed on the ticket on the bottom right hand corner; If you need your booking reference number either e-mail us on boxinfo.birmingham.gov.uk or call us on 0121 236 5622.

I can’t make the performance – can I exchange my tickets or get a refund?
Refunds and exchanges will only be given in exceptional circumstances. Where refund/exchanges are agreed, tickets already purchased must be returned to us before any action will be taken. We will only replace seated/numbered tickets, which are lost or stolen. Unreserved tickets will not be replaced. Defaced or altered tickets will become void and the holder may be refused admission.

What happens if an event is cancelled or rescheduled?
As soon as an event is officially cancelled we’ll contact you via the contact details you gave us when you booked your tickets. We will then explain what happens next, usually a choice between attending a rescheduled event or getting your money back.

My tickets have arrived and I have a query about them?
Call us on 0121 236 5622 or call into the Library- we cannot rectify things retrospectively.

What concessions do you offer?
Concessions are offered by the promoter or the event organiser. In general the concession offered are for unwaged, students, over 60 year of age, and children under 16 year old.

Can I make a group booking?
Absolutely. However if you have large group booking it is advisable to telephone us because there may be other discounts available. If you are a school party you must book by telephone.

How can I find out if tickets for an event are on sale?
Two ways – look under What’s on or search by venue. There maybe shows which are not on the web for instance; shows for the Birmingham Hippodrome or the Birmingham Rep. Please phone us for booking over the telephone.

Why do I have to pay a transaction charge?
We charge 0.50p transaction charge when you book on-line this is to cover various costs associated with web sales. If you do not wish to pay this charge please book by telephone or call in at Birmingham Central Library. Currently the Hippodrome do make 6% booking charge for many of their shows. Please phone us to check.

How do I contact you?
Before you do that, are you sure you need to? Most of the questions our customers ask are answered here or elsewhere on this site. However, if you do need to speak to us call us on 0121 236 5622

Can I purchase tickets by phone?
Of course. You can call our telephone booking hotline on 0121 236 5622 to make a booking.

Where can I see your Terms and Conditions?
Easy, just click on the top bar where is says ‘conditions’ to see our terms and conditions

If I move house before my tickets arrive, how do I tell you about my change of address?
Simply contact us with your order reference number and we will make the necessary changes to your records.

What about Data Protection?
For you protection and in accordance with the Data Protection Act, we only take your name, address, telephone numbers and e-mail address in order that we can contact you in the event of changes to the event; mail out your tickets, if requested and keep you informed of future events. If you do not wish to receive this information or do not want anyone to contact you for any other reason, please let us know.