Frequently asked questions

Where is Your Box Office?

Our box office is located at Mercury Theatre, Balkerne Gate, CO1 1PT Tickets for most of our events are sold online, or via the Mercury Theatre Ticket Office. Other ticket sellers and operators do provide a service to us so please check on events pages for individual booking information. Our team is contactable Tuesday – Saturday, 10am – 8pm, Sunday 10am – 6pm during this time on 01206 573948 or at tickets@mercurytheatre.co.uk   We are now working with another box office on some shows, Must Have Tickets. If the event is being sold via this box office it will be stated on the event page. Please note, they are online only. If you have issues with ticketing, or would like to book accessible tickets please contact support@musthavetickets.co.uk

Can I Collect My Tickets At The Event?

Tickets cannot be collected at the event (unless specified). Tickets will be emailed for events (unless specified). Events sold via Mercury Theatre, to download your tickets, please visit My Account – Colchester Events (colchester-events.co.uk)     

Do You Offer Concession Tickets?

Depending on the promoter of the event, concessions can be available – but it is not a standard rule for all events. Please visit the specific event page for more details.

I Am Having Trouble Booking My Tickets Online

This may be due to the event being sold out, or limited seats remaining. Please call the Box Office on 01206 573948 to arrange your booking. If you have booked with Must Have Tickets (specified on the event page) : If you have issues with ticketing, or would like to book accessible tickets please contact support@musthavetickets.co.uk      

I Have Lost My Tickets, What Can I Do?

If you cannot find your tickets, please visit My Account – Colchester Events (colchester-events.co.uk) to download your tickets   If you have booked with Must Have Tickets (specified on the event page) : Please contact support@musthavetickets.co.uk

What Payment Methods Do You Accept Online?

Accepted methods of payment include Visa, MasterCard, debit or credit cards. We do not accept American Express.

What Payment Methods Do You Accept At The Box Office?

We accept all major credit/debit cards.

What Is The Booking Fee?

Some performances have a booking fee in addition to the cost of the tickets. This is applicable to all bookings and is to cover card costs and agency ticket fees.

Do You Offer Refunds?

Once a ticket is purchased, tickets cannot be exchanged or refunded.

What Are The Box Office Opening times?

Our team are still contactable Tuesday – Friday, 10.00am – 3.00pm during this time on 01206 573948 or at tickets@mercurytheatre.co.uk. Our box office is located at Mercury Theatre, Balkerne Gate, CO1 1PT   Must Have Tickets – Online only.

Can I Bring My Own Refreshments?

No external food or drink will be allowed into the venue, except for the following exceptions:
  • For customers with specific dietary requirements, a small amount of food for personal consumption may be brought into the venue.
  • One 500ml sealed bottle of water per person is permitted and can be refilled in the venue.

Do I Have To Pay For Parking?

Car parking charges apply at all car parks. For more information on car parking in Colchester, please visit https://www.colchester.gov.uk/parking-and-travel/

Do You Have Any Job Vacancies?

All current job vacancies are advertised at www.colchester.gov.uk

Are your venues accessible?

All our venues are Disability Discrimination Act DDA compliant. In addition, Charter Hall offers a hearing (?) loop system and wheelchair access. Please contact the venue for more details.

What measures are you taking to ensure events are Covid compliant?

Charter Hall follows government and industry COVID-19 guidelines. In line with government guidance, there is no mandatory requirement for face coverings to be worn or vaccine passports to be shown at events.
  • All staff will be wearing masks unless exempt
  • We recommend customers to take lateral flow tests before attending any event
  • While not mandatory, mask wearing is recommended
  • Sanitation stations will be available
  • QR code will be available to scan upon entry

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What happens if a show is postponed or cancelled due to Covid-19?

For postponements, customers tickets will automatically be transferred to the new date. For cancellations, customers will be entitled to a full refund. See our Terms and Conditions for more details