Your Safety & Wellbeing

Frequently Asked Questions

You can book tickets:
• via this website (a service charge of up to $8.95 may apply)
• via our contact centre on 1300 182 183 - open Monday to Saturday from 9am until 8pm* (a service charge of up to $8.95 may apply)
• due to current government guidelines, our Box Offices are only open pre-show. The Theatres Building Box Office opens 90 minutes before the show, and the Hamer Hall Box Office opens 45 minutes before the show.*

*These times are subject to change

Arts Centre Melbourne takes credit card and personal information storage seriously and is committed to keeping customer information safe. We have dedicated mechanisms and infrastructure in place to protect your privacy and security, and work closely with credit card, security and banking authorities to ensure practices, policies and procedures meet the latest security standards.

View Arts Centre Melbourne's privacy policy.

All bookings made online and over the phone require you to register contact details (name, address, phone number, email) during your purchase. This is so we can let you know of any important information about the performance you're attending and also quickly and easily assist you with any enquiries you may have about your purchase. If you're booking tickets at the Box Office and would prefer not to provide your contact details, we will not be able to provide these services to you.

Arts Centre Melbourne is committed to displaying fees and charges up front so consumers are aware of these prior to booking.

A service charge of up to $8.95 per transaction may apply to bookings made online, by phone or by mail. This fee goes towards providing, maintaining and updating the website and to supplement the ticketing facilities and services we provide.

You may also choose to have tickets sent to you by Regular, Registered or Express Mail (extra fees apply).

Refunds are not available unless the performance is cancelled or if permitted in accordance with the LPA Code of Practice for the Ticketing of Live Entertainment Events in Australia.

Exchanges are only permitted under specific circumstances. For more information on refunds and exchanges, please see our Ticketing Terms and Conditions or call our Contact Centre on 1300 182 183.

Yes, we now offer a Mobile Ticket delivery option. Mobile Tickets are a paperless digital ticket that are delivered via email and are not required to be printed. Mobile Tickets can be scanned directly from your mobile phone at the venue door when you go to your next Arts Centre Melbourne event or performance. For more information please visit our Mobile Tickets FAQ.

If your booking was made directly through Arts Centre Melbourne and you have selected Venue Collection, our Box Offices are open pre-show. The Theatres Building Box Office on St Kilda Road level opens 90 minutes before the show and Hamer Hall Box Office opens 45 minutes before a show.

Any bookings not made through Arts Centre Melbourne direct (for example, through our Resident Companies or authorised ticketing agencies) can only be collected one hour prior to the performance start time, from the venue you are attending.

When collecting tickets, you need your Order Number and the credit card used for the booking. You may also be asked for photo ID and must always bring a valid concession card for tickets purchased at concession rates. Someone else can collect your tickets (except for performances at the Sidney Myer Music Bowl) provided we have received prior authorisation from you (call 1300 182 183 to organise this) and whoever collects the tickets has order details and photo ID with them when collecting.
A concession card (or valid photo ID with date of birth clearly visible if booking "Youth" tickets) is required at the time of purchase. Photocopies of concession cards can be used provided the expiry date is visible. Please note: Concession numbers are not sufficient proof of concession status.

The best way to ensure you’re getting what you paid for is to purchase tickets through an authorised Ticketing Service Provider. Please refer to the event page to check the authorised Ticketing Service Providers for a particular event or contact us on 1300 182 183 for more information.

Avoid buying tickets through unauthorised third party websites that sell secondary (or second-hand) tickets, as there’s no guarantee the tickets will be valid for entry at the venue. Tickets purchased from unauthorised third party websites may be cancelled without notice.

COVID-19 health guidelines may change between the time you book tickets and the time you attend. We will email you with information about your visit a few days prior to your event. The most current information is also available on our website.

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