DLWP event information & FAQs
We run our own box office, with a long-standing team of local professional staff committed to customer service.
Our box office has run continuously throughout the last six months, including through lockdown from our offices and working from home.
We are not able to take phone enquiries or personal callers at the Pavilion, but will always respond as quickly as we can to emails.
A few important things to note:
- It is important to keep your contact details, particularly your email address, up-to-date should we need to contact you.
- Lots of events have rescheduled, so please keep an eye out for emails, or check our website for an update on events that you hold tickets for.
- If your event is rescheduled to another date, your tickets will be valid for that event on the new date. There is no need to contact Box Office.
- The impact of being closed for so long means a significant loss of income and challenging times ahead. If you would like to help, please consider donating or becoming a Member.
Thank you for your ongoing support.
Box Office information
For ticket inquiries, please email email@example.com
Please check our What’s On page for the latest update in event dates. If you booked tickets to an event that has been rescheduled or cancelled, we will contact you directly via email.
Please check the email associated with your account is still up to date and check your spam/junk/other folders as sometimes our emails do not get through your filters. Thank you!
You can also stay up to date by checking the event page on our website and following us on social media channels.
Frequently Asked Questions
If your event is rescheduled to another date, your tickets will be valid for that event on the new date. There is no need to contact Box Office.
If you are unable to attend the rescheduled date or the event you have tickets for has been cancelled please contact your point of purchase for a refund.
Refunds or exchange must be requested from your point of purchase and can only be claimed by the person who made the booking. This means that if you have bought tickets via a third party eg SEE Tickets/Ticketmaster then you must apply to them for a refund. If you purchased tickets from the De La Warr Pavilion, please email firstname.lastname@example.org. Refunds will only cover the face value of the tickets. You will not receive a refund on booking fees or postage.
Although we are committed to processing your refund within 14 days, the bank may take longer to send the funds back into your account. This is out of our control during these challenging times so please do not contact the Box Office. Thank you for your patience.
Refunds will be considered up until the day before the original date of the event (or the previous rescheduled date, where the event has been rescheduled more than once). The original date can be found on the webpage for that event.
All refunds are at the discretion of the promoter, which is not necessarily the De La Warr Pavilion.
Refunds will not be given if the customer does not follow government COVID-19 guidelines for attendance at live events and the customer is not admitted or is excluded from the event for that reason.
Please read below how you can donate the cost of your ticket of the cancelled or rescheduled event to the Pavilion.
We appreciate that many people will be grateful to receive refunds on rescheduled or cancelled events. However, if you are unable to attend, your decision not to ask for a refund will support DLWP and in turn will help us support our communities, audiences, the music ecosystem around us, our staff and local businesses.
Half of our income comes from people spending money at the Pavilion on tickets, at the bar during concerts and gigs, in the shop and in our Café Bar. This income has now stopped, and this will have a significant impact on what we are able to offer you, our community. As we are a Charity (no.1065586), we would ask you to reconsider asking for a refund to help us through this challenging time.
You can help us by:
– Donating some, or all of the price of your ticket back to us. Please tell Box Office how much you would like to donate.
– Use your ticket money to buy a DLWP membership and continue supporting us whilst enjoying fantastic benefits
– Allow us to retain your ticket money on credit to your account to be used for future shows.
Please contact the Box Office on email@example.com if you would like to support us one of these ways.
We are unable offer a refund if the performer is on site, the performance goes ahead but the ticket holder is unable to attend the venue.
If an event you have booked for has been rescheduled or cancelled, you will receive an email from us (please check the email address that you used when you booked your tickets). Any up to date information will be on our website and we will be announcing any changes in our programme via our social media channels.
Some of our gigs are being rescheduled or cancelled. Some gigs in 2020 have been laid out to keep to government guidelines on social distancing. You will be notified of these, and how we are managing those gigs, when you book your ticket.
You will appreciate that government advice changes every day and our partners and the artists are responding to this in the most responsible way to keep everyone safe.
The safety of our team and visitors is our number one priority. Please read here about what we are doing to keep you safe.