Coronavirus Update

I originally requested a refund, but I would now like a gift card instead. Is that possible?

Once a refund has been processed, we are unable to cancel it and issue a gift card instead.

I requested a refund, but my confirmation email says that I will receive a gift card. How do I correct that?

That shouldn’t happen, but if it does then please contact us at and a member of the team will be more than happy to amend that for you, so that you receive your preferred option.

I think my gift card is for the wrong amount. How can I check?

Please contact us at and we will look into this for you.

The bank account from which I made my original purchase no longer exists. Is this a problem?

Please contact and we will ask you for some further information, including proof of identity. We will then issue you with a BACS refund, which will take a little bit longer to process, but will mean that we can solve this for you.

I have the same bank account, but I now have a different payment card to the one I originally used. Does that matter?

Don’t worry – the refund should still reach your bank account as normal, regardless of not having the original payment card!

Can my refund be issued to a different bank account?

Unfortunately, we cannot make refunds to any other bank account than the original. In this instance, issuing you with a gift card is the best way to proceed.

My personal details have changed since I made my booking. What do I need to do so that you can still provide my refund or gift card?

Please let us know your new details by emailing and one of our support team will update your customer account.

How do I use my gift card on the Family Tickets website?

You can apply your gift card number in the box at the checkout stage of your purchase. Make sure that you are not using express pay or the fast pay option as this will prevent the box from appearing. If you need any further help, please get in touch and we will be happy to provide further assistance.

Can I have a physical copy of my gift card sent to me?

We are sorry that we cannot send a physical copy of the gift card to you, but it is easy to print off from your computer if want to do so.

Can I swap my gift card for a refund?

We are unable to swap gift cards for refunds once a gift card has been issued.

I still have my tickets for the In the Night Garden Live performance that was postponed in 2020 because of coronavirus. What can I do to sort this out?

Please email with your name, postcode and the email address that you used to make your booking. A member of our customer service team will be happy to advise you of the different options available to you.

Can I swap my gift card for a refund?

Gift cards can not be swapped for refunds.

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It's really well organised for families - we've had such a lovely time.

Hannah Seymour

Testimonials image 1

I loved the show and Ariana couldn't stop screaming with excitement

Imogen Thomas, @Imogen_Thomas

imogen thomas

Big smiles, she really loved it - definitely recommended!

Chris Newman

chris and olivia newman

The only time I've actually shed a tear in a theatre

Charlie Brooker, @charltonbrooker

charlie brooker

She loved it. Definitely bring the kids - it's fun for everyone.

Richard & Christina Heast

Richard christina and ruby

Definitely go - just for the delight on your child's face - it's amazing!

Victoria Prosser


The kids were absolutely glued all the way through!

Jade Hicks

jade and jack hicks

She was mesmerised, I was in tears - absolutely fantastic show!

Suzi Creed


She absolutely loved it and I wouldn't have wanted her to miss it.

Heather Jones

Testimonials image 2

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