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.
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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?
- Online – sign into your My STC account and go to the ‘My Shows’ tab to start.
- Email and phone – contact us on (02) 9250 1777 or firstname.lastname@example.org
- In person – you can exchange your tickets at our Box Office counter located at Roslyn Packer Theatre, as long as there are no busy collection queues before a performance in which case you will be asked to wait until the performance has gone in. Please bear this in mind if you are planning to exchange tickets when you are next visiting us for a play.
Yes, you can exchange into another date for the same production, subject to availability.
No, we are unable to offer exchanges into a different production.
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.
You can exchange your tickets up to 24 hours before your ticket performance date. We cannot accept exchanges after this time.
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.
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.
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.
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:
Ticket exchanges are subject to ticket availability. If you can’t find any available tickets online, please contact Box Office on (02) 9250 1777.
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.
Unfortunately we cannot exchange tickets from a past performance – if you have missed your performance you will need to purchase another ticket.
Sign up to our enewsletter to receive handy pre-show reminder emails 3 days before your performance date.
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.
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.
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.