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Ticket Exchanges FAQs

A list of common queries can be found below. If you require further information about ticket exchanges please contact our Box Office on (02) 9250 1777.

Explore the links below to jump ahead

How can I exchange my tickets?
Can I exchange for a different date?
Can I exchange for a different play?
What are the fees for ticket exchanges?
What is the cut off time for exchanging tickets?
I am being charged an extra amount for the date I want to exchange into – why?
Can I be refunded the difference if I exchange my ticket into a cheaper performance date or seating reserve?
The website says I can’t exchange my tickets – why not?
I can’t locate the ticket number on my ticket to exchange online
I can’t find another date to exchange my ticket for – what now?
Do you set aside tickets just in case Season Ticket Holders want to exchange?
I’ve missed my performance, can I exchange my tickets for another date?
What do I do with my old tickets once I’ve exchanged them?
Where do I get the new tickets from?
Can I just get a refund?


How can I exchange my tickets?

Can I exchange for a different date?

Yes, you can exchange into another date for the same production, subject to availability.

Can I exchange for a different play?

No, we are unable to offer exchanges into a different production.

What are the fees for ticket exchanges?

Season Ticket Holders are entitled to unlimited free exchanges on their Season Tickets as an exclusive benefit.

For single ticket purchases, there is a fee of $8 per ticket.

What is the cut off time for exchanging tickets?

You can exchange your tickets up to 24 hours before your ticket performance date. We cannot accept exchanges after this time.

I am being charged an extra amount for the date I want to exchange into – why?

If you select new tickets that are more expensive than your original ones, you will be charged the difference to upgrade in the ticket prices. More expensive tickets include some performances dates, like Saturday nights, and A reserve seats.

Can I be refunded the difference if I exchange my ticket into a cheaper performance date or seating reserve?

No, we do not offer partial refunds if you are exchanging into a performance with a cheaper price type.

If there is a difference on your final order amount, we can provide a credit for the amount as an STC gift voucher or you can donate the difference to STC and receive a tax-deductable receipt for the amount.

Refunds are only offered for specific and unusual circumstances, such as an event cancellation. All tickets sold by STC are issued subject to the Live Performance Australia Ticketing Code of Practice, which details conditions regarding refunds.

The website says I can’t exchange my tickets – why not?

There are a few types of tickets that cannot be exchanged. These include Twenties tickets, promotional ticket offers and discounted tickets (e.g. tickets purchased through Lasttix). These terms and conditions are detailed at the time of purchase.

It is not possible to exchange tickets for a performance that is within 24 hours.

We are also unable to offer exchanges for sold out productions. All exchanges are subject to ticket availability.

We are unable to offer exchanges into a different production.

I can’t locate the ticket number on my ticket to exchange online

Locate your ticket and look for the ‘Ticket Number’. This is an 8 digit number that includes a hashtag (#). You need to enter the digit that comes after the hashtag when exchanging your ticket online.

Please contact Box Office on (02) 9250 1777 if you’re having any further issues.

Ticket printed by Box Office:

Print at home ticket:

 

I can’t find another date to exchange my ticket for – what now?

Ticket exchanges are subject to ticket availability. If you can’t find any available tickets online, please contact Box Office on (02) 9250 1777.

Do you set aside tickets just in case Season Ticket Holders want to exchange?

We are unable to hold tickets aside just in case, as demand and volume of exchanges are impossible to predict, and it would mean that other audience members miss out. For this reason, exchanges are subject to ticket availability only.

I’ve missed my performance, can I exchange my tickets for another date?

Unfortunately we cannot exchange tickets from a past performance – if you have missed your performance you will need to purchase another ticket.

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What do I do with my old tickets once I’ve exchanged them?

We ask that you destroy your old tickets straight away to avoid confusion. You will not be able to enter the performance with the tickets for your original performance date.

Where do I get the new tickets from?

After you’ve selected your new tickets, you will be asked to choose how you’d like to receive them. We offer a few options depending on the type of tickets you have – they may be posted to you via standard mail, we can email you Print at Home tickets, or you can hold your tickets at Box Office for collection on the night of your performance. All tickets requiring proof of ID (such as concession and Under 30s tickets) will be held at Box Office for collection. 

Can I just get a refund?

Once tickets are booked they are non-refundable. Full refunds are only offered for specific and unusual circumstances, such as an event cancellation. All tickets sold by STC are issued subject to the Live Performance Australia Ticketing Code of Practice, which details conditions regarding refunds.