Frequently Asked Questions
Purchasing tickets
Below you will find answers to frequently asked questions about purchases from Arts and Culture Trust.
Q. How do I contact you?
A. In person at our Box Offices, by phone on (08) 6212 9292 during business hours (Mon-Fri 9am-5pm), or by email on boxoffice@artsculturetrust.wa.gov.au.
Box Office Opening Hours:
- His Majesty’s Theatre – 9:00 am - 5:30 pm Mon-Fri
825 Hay St, Perth WA 6000
- State Theatre Centre of WA – 10:00 am to 5:30pm Mon-Fri
174-176 William St, Perth
- Subiaco Arts Centre - 9:00 am to 5:00 pm Mon-Fri
180 Hamersley Rd, Subiaco WA 6008
- Albany Entertainment Centre – 10:00 am to 5:00 pm Mon-Fri
2 Toll Place, Albany WA 6330
Please note: Box offices at each venue will also open 90 minutes before performances held in that venue. Box Offices are closed on Public Holidays.
Booking line: (08) 6212 9292 (Mon-Fri 9:00 am - 5:00 pm) Access booking line: (08) 6212 9292 (Mon-Fri 9:00 am - 5:00 pm)
Groups booking line: (08) 6212 9291 (Mon-Fri 10:00 am- 5:00 pm)
Q. Do I need to create a new online account?
A. You will need to create an account with us in order to purchase tickets.
Customers who have previously purchased tickets for events at His Majesty’s Theatre, State Theatre Centre of WA, Subiaco Arts Centre or Albany Entertainment Centre may already be in our system. Due to privacy we cannot transfer any existing password so you will need to create a new password.
- As you purchase your tickets, please follow the “Forgot Password” instructions when prompted to retrieve your password and then continue with your purchase
- Click on “forgot password” to create a new password for this account.
If you have any problems please contact the box office for support on (08) 6212 9292.
Q. Which browsers does this website support?
A. We recommend downloading the newest version of your preferred browser for the best experience. The Arts and Culture Trust website supports the current version and one version back ONLY for the most used browsers for both desktop and mobile. This includes Chrome, Safari, Edge and Firefox.
Q. Can I bring my child and do they need a ticket?
A. Venues have a Babes in Arms Policy where children aged 2 and under are able to sit on a lap without a ticket. This policy can vary depending on the show, as some performances may be deemed unsuitable. Please check the information on the performance page before booking. Prams or carriers will need to be cloaked with Front of House staff to store during the performance.
Q. Where can I collect my tickets?
A. From the venue box office during normal opening hours or 90 minutes before the start of the performance.
Q. Can I buy tickets from overseas?
A. Yes you can purchase tickets online from anywhere. Patron will have the option to choose venue collect or e-tickets. Please note that tickets booked online cannot be sent to an overseas address.
Q. Can I choose my seats online?
A. Seat selection is generally available for all single ticket sales.
Q. Am I eligible for concession pricing?
A. Concession availability can vary from event to event. Event promoters and venues decide what concessions, if any, are applicable. When applicable, the sale of concession tickets is available through all of Arts and Culture Trust's sales channels. If purchasing at the box office, you must present your concession ID at time of purchase. If you nominate to collect tickets from the venue, you will be required to present all concession cards at time of collection. Remember to take your valid proof of concession with you to the event. You may be asked to present it when entering. Check the event page for which concessions are applicable.
Q. Am I eligible for a group booking?
A. Group bookings are available for selected events and are subject to availability. To be eligible for a group booking, a minimum of 6 people is usually required, however this may vary. Group discounts may be offered but do not apply to all events. Please call the groups booking line on (08) 6212 9291 or email groups@artsculturetrust.wa.gov.au to check if you are eligible for a group booking.
Q. What is the difference between GA and Reserved Seating?
A. The term General Admission (or GA) refers to a seating or standing arrangement where no specific seat numbers are given to the attendees. You are able to use any available seat. Reserved Seating events mean you are allocated a specific seat which you must use.
Q. Can I get E-tickets or Mobile tickets for your events?
A. Yes! E-tickets are available and are the default delivery method for events at His Majesty's Theatre, State Theatre Centre of WA and Subiaco Arts Centre and Albany Entertainment Centre.
Q. Why do I have to pay a transaction fee if I am buying online and collecting at the box office?
A. The transaction fee factors in a variety of costs and not just ticket delivery costs, including costs associated with taking, processing and fulfilling your ticket booking and the costs associated with the technology we use to provide you with our service.
Arts and Culture Trust charges the following transaction fees:
Web: $3.95 if cart values is $36 or less, $5.95 if cart value is more than $36.
Phone: $6.95.
In person: $0.
Group bookings: $8.95.
Add $2 for postage by Standard Mail or $4.40 for Registered Mail.
All tickets/items prices include GST if applicable and are quoted in Australian dollars.
Q. Why are the prices different for matinee and evening performances?
A. Depending on the promoter, prices may vary for matinee and preview performances.
Q. What is a restricted view?
A. Restricted view refers to seats that have restricted viewing of the stage or event. The obstruction varies in different venues.
Q. Can I choose a specific seat?
A. “Select Your Own Seat” is generally available for all single ticket sales online. Some subscription packages do not allow for the allocation of a specific seat when purchasing.
Q. Will better seats be available later?
A. On some occasions seats are released closer to the event. Promoters sometimes request that a number of tickets be held for promotional purposes. These tickets are released for sale to the public if not required, but this cannot be guaranteed.
Q. How do I redeem my Entertainment Book voucher?
A. You will need to check the voucher to see where it must be redeemed. Relevant Entertainment Book vouchers can be redeemed at any Arts and Culture Trust box offices and our staff will assist you with your purchase.
Q. How do I purchase for multiple events?
A. To purchase more than one set of tickets to multiple events, click on the "Continue Shopping" button in the shopping cart. You will then be able to add more tickets to your shopping cart and pay for all tickets at once. In some cases, you may only be able to purchase limited tickets to a popular event to ensure equitable distribution of tickets to the general public. Please take note of the timeframe you have to finalise your purchase.
Q. How do I make a special access/wheelchair booking?
A. If you require wheelchair access, have hearing difficulties or need companion seating, call (08) 6212 9292 or visit the venue box office.
Q. What does “Sold Out/Unavailable” mean and will more tickets become available?
A. ”Sold Out” or “Unavailable” means that there are no more seats available for that performance. However sometimes seats may be released at a later date due to the Promoter’s request.
Q. Why do I need to create an account and provide a phone/email/address?
A. As part of the terms and conditions of service, you will need provide your name and phone number or email address as a minimum requirement. If you are purchasing tickets online, you will need to provide a mailing address, please be aware that we will not post tickets to an overseas address. You can read more about our Privacy Policy here.
Q. Can someone else collect my tickets for me?
A. The credit card holder must collect the tickets with photo ID and the credit card used to make the purchase. However arrangements can be made by the card holder providing a signed LOA (letter of Authority) with a photo of their credit card and driver’s license.
Q. Where do I find your Terms and Conditions of Sale?
A. artsculturetrust.wa.gov.au/terms-and-conditions/
Before the performance and after sales service
Q. How do I contact you?
A. In person via a box office outlet where they can help you with any ticketing queries, by calling the booking line on (08) 6212 9292 during business hours (Mon-Fri 9:00 am-5:00 pm), or by email on boxoffice@artsculturetrust.wa.gov.au.
Booking line: (08) 6212 9292 Access booking line: (08) 6212 9292 Groups booking line: (08) 6212 9291
Q. When does the box office open before the show?
A. Arts and Culture Trust venue box offices are open for sales and collections 90 minutes before the start of the performance. (Albany Entertainment Centre is open three hours prior to performance.)
Q. What time should I arrive to collect my tickets from the box office? / How early do I need to get to the venue before the show starts / is there a lock out?
A. Generally, the box office will open 90 minutes prior to the performance. You can check the running times on the event page or contact the venue. Depending on the performance, there may be a lock out if you arrive late, if so you may be able to take your seats when there is a suitable break in the performance. This is not guaranteed and is at the discretion of the promoter. Please check when purchasing your tickets whether a lock out will be in place, as no refunds will be given.
Q. What is a lock out?
A. A lock out is a term used to describe a period of time in which patrons cannot enter the theatre. Lock outs are normally used when the theatre is required to be dark or silent. The producer of the show decides whether a lock out is required or not. Some performances will not let patrons in once the show has commenced, whereas others may offer a suitable time for patrons to be admitted.
Q. I need to change my tickets to another date; what can I do?
A. As a condition of sale, there are no refunds, exchanges or cancellations once the booking is complete except in accordance with applicable laws. Please refer to our Terms and Conditions of Sale for further information or call the booking number if you wish to discuss this.
Q. I have lost my tickets; what can I do?
A. The box office at the venue will be able to issue you a ‘lost ticket voucher’ on the night of the performance for a $3.95 lost ticket fee. Please advise the venue box office beforehand so the appropriate paperwork can be waiting for pick up. (Lost ticket vouchers can only be picked up approximately 90 minutes before the performance and no less than 15 minutes before).
Q. I can’t attend the event - can I give my tickets to a friend?
A. Yes, tickets can be given to another person if you are unable to attend, or given as gift. Only the original purchaser will be able to request an exchange, lost ticket voucher or a refund if the show is cancelled.
Q. I can no longer attend, can I get a refund?
A. As a condition of sale, there are no refunds, exchanges or cancellations once the booking is complete except in accordance with applicable laws. Please refer to our Terms and Conditions of Sale for further information or call the booking number if you wish to discuss this.
Q. I have booked online, do I have to pick the tickets up in advance or can I collect just before the show?
A. You can pick up your tickets in advance during regular box office hours if you wish, otherwise they will be available 90 mins prior to the start of the performance. It’s always advisable to give yourself plenty of time in picking up tickets to help prevent delays. Tickets should be collected at least 15 minutes before the performance in order to ensure you are seated on time.
Q. Can I get an exchange or refund?
A. A refund or exchange of a ticket is applicable only if an event is cancelled, rescheduled or significantly relocated, and you cannot or do not wish to attend the rescheduled or relocated event. Applications for a refund or exchange must be made within a reasonable time. A refund or exchange of a ticket is not applicable as a result of a change in your personal circumstances or a change of mind.
Q. What happens if a show is cancelled or postponed?
A. If an event is cancelled or postponed, ticketing staff will contact you to give you options and let you know how to obtain a refund. Email notification will be sent so check your inbox for updates.
When an event is cancelled we will advise how refunds will be processed to you.
When an event is postponed updates will be made as they are confirmed.
Q. Why have my seats changed for a performance?
A. Due to technical issues such as stage requirements and restricted viewing, our staff may need to contact you on behalf of the promoter to seat you in the best alternate seats possible.
Q. What happens if my tickets have been stolen?
A. If your tickets have been stolen we can usually facilitate a ticket replacement. We will need your credit card details, name, address and phone number along with the details of the performance. We are unable to replace lost or stolen General Admission tickets, so please treat them like you would cash.
Q. I haven’t received my tickets, what do I do?
A. E-tickets will be emailed to your email address within 30 minutes of your purchase. If you selected delivery by mail, your tickets should arrive in the mail within 7-14 working days after purchase. If you have booked during a presale, your tickets may only be sent once the event has gone on sale to the general public. If your tickets have not arrived, the cardholder will need to contact the booking line on (08) 6212 9292 during business hours (Mon-Fri 9:00 am - 5:00 pm), or by email on boxoffice@artsculturetrust.wa.gov.au.
Q. What if my credit card details have changed, can I still collect my tickets?
A. Yes. As long as you provide photo ID and your details, you can collect tickets from the box office. You can also update your details online or at the box office.
Q. What happens if my name has changed since purchasing tickets?
A. You can update your details online by logging into your account or present yourself at one of our ACT box offices with some ID and we can update your details.
Q. Can I sell my tickets on eBay or by online auction?
A. Selling tickets or offering seats for sale for above their face value via auction sites or any other unauthorised means is in breach of the Terms and Conditions of Sale. Tickets that are detected as being sold or offered for resale in breach of the Terms and Conditions of Sale may be cancelled without a refund.
If you can't attend an event for legitimate reasons you are able to sell your ticket via an online auction site, as long as the selling/offer price is no more than the face value of the ticket.
Q. Can I save e-tickets to my digital wallet?
A. Customers can now add their e-tickets for some Arts & Culture Trust events to either the Apple Wallet (iOS) or Google Wallet (Android) apps.
They will only be available for single tickets, and not group tickets or package purchases. For eligible tickets or events, you will see an ‘Add to Wallet’ button prompt in your e-ticket email (called ‘Your Tickets’ sent by boxoffice@artsculturetrust.wa.gov.au).
If you receive an exchange or refund on any of your tickets, we strongly encourage you to update your wallet accordingly.
Please note that due to rules enacted by providers, mobile wallet e-tickets cannot be downloaded more than 90 days prior to an event.
Q. Where do I find your Terms and Conditions of Sale?
A. artsculturetrust.wa.gov.au/terms-and-conditions/