FAQs

Please have a look through our Frequently Asked Questions to see if you can find the answers you're looking for. If you still need some help, please contact our Box Office team by emailing boxoffice@hulltruck.co.uk or calling 01482 323638 (Tue - Fri, 11am - 5pm)


IS IT POSSIBLE TO BUY A TICKET ON THE DOOR?

We encourage you to book tickets online, prior to your visit, in order to reduce queuing and hand-to-hand contact where possible. The Box Office is open from one hour before a show and if tickets are available they can be purchased then.


CAN I PAY WITH CASH?

The Box Office and Front of House team will accept cash however we strongly encourage you to use contactless payments wherever possible in order to minimise unnecessary hand-to-hand contact.


WHAT IF I HAVE ACCESS NEEDS?

We remain committed to championing accessibility for our visitors.

There is level access from the street into the theatre and a lift is available for customers who need to use it.

You can find a visual experience guide by CLICKING HERE, which may contain useful information ahead of your visit. We have also included approximate distances between key points in the theatre.

You can book a wheelchair space via the Box Office (or online if you have this functionality set up) and all seats on rows A and L (in The Heron Theatre) and row A (in the Studio Theatre) are also step free.

For more information about access please visit hulltruck.co.uk/access or contact our Box Office team who will be happy to help.


DO I NEED TO WEAR A FACE COVERING WHEN I COME TO THE THEATRE?

In line with government guidance with regards to face coverings indoors, we strongly recommend that you continue to wear one out of respect for fellow audience members, staff and visiting artists and companies when coming into the theatre, especially when arriving, leaving and moving around the venue.


DO I NEED TO BE VACCINATED TO VISIT THE THEATRE?

You do not need to have been vaccinated to visit the theatre. We’re extremely proud of the progress being made with the national vaccination programme but understand that some of our customers may not yet have received a vaccine or may not be able to. We have put other procedures in place to ensure your visit is as safe as possible including mandatory face coverings, staggered arrival times etc


WHERE CAN I FIND OUT WHAT HULL TRUCK THEATRE ARE DOING TO KEEP ME SAFE DURING MY VISIT?

You can find full information HERE.


CAN I BUY GIFT VOUCHERS?

Absolutely. Vouchers can be purchased online or over the phone. E-vouchers can be sent electronically to the person buying the gift or directly to the recipient. Vouchers can be purchased in any denomination and are valid for 12 months from the date of purchase, allowing the recipient to visit the theatre all year round.

 
CAN I GET A REFUND IF I CAN’T ATTEND OR A SHOW IS CANCELLED?

- In the event of a future production or event being cancelled all bookers will be given the option to donate all or part of their ticket value, receive credit on their Hull Truck Theatre account or receive a full refund.

- In the event of a future production being rescheduled or postponed your tickets will be transferred to the new time and date. Should this not be suitable, tickets can be credited to your Hull Truck Theatre account or a full refund given.

- If you are unable to attend an event due to displaying symptoms of COVID-19 tickets can be exchanged for an alternative performance date, including an online stream if available, or credited to your Hull Truck Theatre account (valid for 12 months from the date of issue), provided you have contacted the Box Office 24 hours before the performance.

- If you are unable to attend for any other reason, we can exchange tickets for an admin fee of £1.50 per transaction up to 48hrs in advance. Tickets must be transferred to the same show and any increase in price must be paid at the time of exchange. Tickets cannot be exchanged or returned once the performance has started. 

-If you purchased tickets for an event that has previously been rescheduled and no longer wish to attend we can offer a full refund (60+ days before the event) or a venue credit (between 60-30 days before the event). Within 30 days before the event, refer to the points above.


DO YOU HAVE A CLOAKROOM?

We will not be offering a cloakroom service so please do not bring any large bags, rucksacks or shopping with you to the theatre. You may be asked to store any large items off site before being permitted into the venue.


WHERE CAN I PARK?

Secure parking is available in St Stephens multi-story car park, next door to the theatre. Parking is just £1 after 5.30pm (and up to 11.59pm) Mon - Sat and £2 all day on a Sunday. Access to the car park is via Portland Place, off Ferensway, by the DoubleTree by Hilton Hotel or via Portland Street from Spring Street. 

Parking outside of these times is charged at the standard daily rates which can be found HERE.

Face coverings are recommended in all areas of the shopping centre, including the car park. There is a lift from the car park to theatre square and payment machines are available on Levels 2 and 3 of the car park (cash or card only - no contactless). All key touch points are regularly cleaned throughout the day.

Disabled parking bays can be found in St Stephens multi-storey car park, charges still apply. There are also several disabled bays located on Portland Street by the entrance to the multi-storey car park which are free for disabled badge holders.

Alternative car parks can be found on Spring Street which charge between 80p - £2 for up to 5 hours.

 

ARE YOU USING TEST AND TRACE?

We will continue to display the NHS Test & Trace QR code upon entry to the venue and we recommend that audiences still scan in on arrival at the theatre.

DOWNLOAD THE NHS COVID-19 APP HERE.


WHAT HAPPENS IF I CAN’T FIND/FORGET MY TICKETS?

If you cannot locate your e-tickets or have misplaced any physical tickets, please contact the Box Office. It is important you do this ahead of the show so that we can confirm your arrival time. The Box Office can re-print your tickets or resend you your e-tickets free of charge.


CAN I LEAVE THE THEATRE DURING THE SHOW?

Where possible please remain in your seat during the performance. Should you need to leave the theatre a member of staff will direct you to the safest exit. If you must pass other customers in order to exit the space we recommend wearing a face covering.

If we are unable to get you safely back to your seat, at a suitable point in the performance, you may be offered an alternative accessible seat.

 
WHAT SHOULD I DO IF I AM CONCERNED ABOUT ANOTHER VISITOR’S BEHAVIOUR?

If you are concerned about another customer’s behaviour please speak to the Front of House or Box Office team.

 
WILL THE BAR AND RESTAURANT BE OPEN DURING MY VISIT?

Shoot the Bull cafe bar will be open from 60 minutes before a show for bar service (drinks only). We will have table seating available but orders should be made at the bar. Card payments only.


CAN I BUY AN ICE CREAM?

Ice creams are available to pre-purchase online. During the booking process you will be prompted to add ice cream vouchers to your order which will then be emailed to you.More information about how to redeem your vouchers will be confirmed in a pre-show email.

You can also purchase ice creams at the break/interval of a show. If a performance does not have an interval ice creams will be available to purchase before you go in to the theatre. 

DO YOU HAVE A RISK ASSESSMENT?

Our public risk assessment can be found by clicking here.

 
STILL HAVE QUESTIONS?

Please give us a call on 01482 323638 or email boxoffice@hulltruck.co.uk. We are working with a heavily reduced staff team at the moment, so please be patient with us.