From buying e-tickets online to finding lost property. Take a look at our frequently asked questions...


Wales Millennium Centre is closed until further notice due to the coronavirus pandemic.

We're currently contacting ticket holders for performances scheduled over the next few weeks to explain whether the show has been cancelled or postponed, and arrange refunds or exchanges accordingly.

We'll be in touch with bookers for future performances in good time, and also post updates to our website and social media channels.

Thank you for your patience and continued support in this challenging time.

Read our blog for the latest updates.

The show I’ve booked to see has been cancelled, will I receive a refund?

Yes – you will be entitled to a full refund. This will be processed automatically. You do not need to get in contact with us.

How do I report lost property?

Please phone us on 029 2063 6464 and let us know what you've lost and where. We'll get back to you with any information we have.

I've not received my tickets yet. When will they arrive?

Expected delivery time is within 10 days of an order being placed.

My confirmation email has not arrived. What can I do?

If you log into your account online, you can resend your tickets to yourself.

I can’t attend the performance I’ve booked tickets for. What can I do?

Please visit our Ticket Office page to find out more about refunds, resales and exchanges.

How do I use e-tickets?

When booking a show for our Donald Gordon Theatre performances, you can choose to receive e-tickets which are emailed to you after you've placed your order.

Upon arrival; skip the Box Office collection queue by simply showing your e-tickets on your mobile device to our ushers before taking your seat.

If I'm not able to attend a performance can I claim a refund?

When booking for a show, you now have the option to add refund protection to your tickets via a 3rd Party provider, Booking Protect.

Simply click to add Booking Protect to your basket when you’re booking tickets.

To find out more about Booking Protect and when they will issue a full refund click here. If you have not purchased Booking Protect, refunds will not be offered, except in the event of a cancelled performance.

Is there a cloakroom?

Yes, our complimentary cloakroom is located on the ticket desk however we do ask for £2 contribution. This is open before and after every show.

We conduct random bag searches once the theatre is open and if any bags are found to be too large, we'll ask you to put them in the cloakroom.

Is there a dress code when attending a show?

No, there is no dress code. We welcome everyone through our doors and want our audiences to feel comfortable.

There are however times when a performance does require a certain dress code but we'll communicate this to you in advance.

When should I arrive for a performance?

Try to arrive at least 30 minutes before the start of the performance to allow time to buy a programme and maybe pre-order interval drinks.

Try to collect your tickets from the ticket office as soon as possible to avoid a queue. The theatre doors usually open 20 – 30 minutes before a show starts, and you’ll be notified by an announcement when they do.

What should I do if I’m late?

We understand that arriving late is sometimes unavoidable. Upon arrival please make yourself known to a member of staff who will advise you when to enter the theatre.

Each show has specific latecomer points when we try to get latecomers seated during the applause points.

Please be aware though that some shows do not allow latecomers. If this happens you will be directed to one of the bars where you can watch a live stream of the performance.

If we can get you into the theatre during a late comer point, please be aware that the theatre is in total darkness and an usher will escort you to your seat by torchlight.

Can I take photographs and video footage?

No, the Centre’s policy states that unless we announce otherwise, photography and filming is not permitted in the theatre once a show has started out of respect to the performers.

We do however encourage all customers to have pre-show theatre selfie; tag us @theCentre or @yGanolfan. We're on Instagram, Twitter and Facebook.

If you want to take professional photography or film for any reason then you must seek prior permission from our press office.

Where can I buy a programme or show merchandise?

Programmes and any show merchandise available will be available on the ground floor as you enter the building and sellers are also based on each bar pre-show with programmes.

Programmes for most shows can also be purchased in advance; just add this to your order basket.

Where are the toilets situated?

From the ground floor up to Level 2 there are male and female toilets on each side of the building.

Our toilets can become busy before a show and during the intervals but toilets on other levels may well be quieter so it’s worth checking.

There are also accessible toilets on every level and on every side of the building.

What facilities and services do you provide for families?

We have baby changing facilities in the ladies’ toilets and accessible toilets on the ground floor.

We also have a limited amount of booster cushions for you to use, free of charge, from the cloakroom but we don’t always have enough for some family shows, so you might like to bring your own.

Children’s buggies can be kept at the cloakroom and we often put on a special buggy park area for shows aimed specifically at children. We also provide baby bottle warming facilities at Caffi which is located on the ground floor.

How should I behave during the performance?

We want everyone to be able to enjoy the performance so please respect those around you inside the theatre. How an audience is expected to act also depends on what you are seeing. 

Talking, singing, humming and clapping can be distracting for other people if done at an inappropriate moment. Clapping should generally be saved for between acts or sets.

Some musicals have encore pieces, and this is the time when people can clap and sing along as the actual performance has finished.

During the show, coming and going to and from your seats should be avoided unless it’s in an emergency. Our ushers will be able to help you with any questions or issues that you may have.

Can I eat in the theatre?

While we do allow some food items and soft drinks into the theatre, eating during the show may disturb others so we ask you do this before or after a show.

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