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

Can I Collect My Tickets At The Event?

Tickets cannot be collected at the event (unless specified). When you book, you can choose to have your tickets emailed or posted to you.

I’ve Tried Booking A Family Ticket Online But It Isn’t Letting Me Do It?

Some performances offer a family ticket discount. Just add the tickets you need to your basket and the family ticket discount will be applied automatically.

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 call the Box Office on 01206 573948 to find out.

What Are The Age Limits For The Concession Tickets?

Unless specified on the individual event, under 16s are classed as a child ticket and over 60 is classed as a senior ticket (should concessions prices be available). A child 3 years and under is free provided they sit on an adult’s lap.

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.

I Have Lost My Tickets, What Can I Do?

Please call the box office on 01206 573948 so we can find your booking and arrange collection of the re-printed tickets.

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 Our box office is located at Mercury Theatre, Balkerne Gate, CO1 1PT

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

Do You Have Any Job Vacancies?

All current job vacancies are advertised at

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

with processes in place to maintain cleanliness and aid social distancing.

  • On arrival, please scan our test and trace QR code
  • Hand sanitiser stations are available for your use
  • We encourage the wearing of face coverings
  • Please socially distance where possible such as when queuing

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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