Welcome to Lighthouse. Here are some of our most commonly asked questions.
If you have comments about how we can make your visit to Lighthouse more enjoyable, or if we can make our website more user friendly, please do let us know. Likewise, if you’ve had a great night out at Lighthouse don’t forget to tell us!
I’m having problems signing into my account?
Click on the ‘head and shoulders’ icon at the top of the website. If you have forgotten your password, please click on ‘Forgotten your password? Reset here’ and follow the instructions. You will be sent a link to your registered email address to reset your password.
How can I change my account details?
Click on the ‘head and shoulders’ icon at the top of the website and log in. Here you will be able to change account details and preferences.
Can I go on the mailing list?
You can join the mailing list by creating an online account and selecting the mailing options and your data protection preference.
How do I manage my Data Protection Preferences?
Click on the ‘head and shoulders’ icon at the top of the website and log in. Click on the ‘contact preferences’ tab and you will have the option to edit your marketing options.
When will I receive my tickets in the post?
Your tickets will be posted to the billing address of the debit/credit card holder. We aim to dispatch your tickets as soon as possible. If you have not received them five days prior to the event, please contact us. All tickets are sent 2nd class unless otherwise specified.
Can I exchange my tickets?
Tickets may be exchanged for a different performance of the same show. We require at least 24 hours’ notice, the original tickets and will charge an exchange fee of £1 per ticket.
Tickets purchased are for personal use only. You may not re-sell, transfer or combine (or seek to re-sell, transfer or combine) tickets for commercial gain or profit and to do so could result in your tickets being cancelled without refund. If we suspect that your ticket has been purchased fraudulently we may cancel your booking.
What happens if I lose my tickets?
Don’t worry, if you’ve lost your tickets we can reprint them on the night of the show. Please note there may be a charge for doing this. If you have purchased an e-ticket you can sign into your account and retrieve them from there.
Agency Tickets are accepted on the basis the agent is acting on behalf of the customer and not for Lighthouse.
Booking fees are applicable online, over the phone and in-person. Prices published are inclusive of a 10% booking fee. Ticket prices may fluctuate, based on demand, at any time. Book early to get the best price.
What payment methods do you accept?
For the safety of our customers and staff, wherever possible we are encouraging contactless or card payments. We accept most cards (excluding American Express), and company (not personal) cheques.
Do you accept National Theatre Tokens/Gift Vouchers?
Yes. Theatre Tokens is the largest voucher scheme in the theatre industry accepted across the UK at over 240 Theatres. They do not expire therefore can be redeemed anytime. They are available in denominations of £5 and over.
Do you sell Lighthouse gift vouchers?
We sell gift vouchers at the Ticket Office and online. These can be purchased for any amount and redeemed against any ticketed event.
For this option you will need access to a printer for a physical printout or a smart phone to display your ticket on screen. If you choose the e-ticket option your tickets will be delivered by email so you can print them at home. There is no additional charge for doing this.
After you have booked you will receive a confirmation email, followed by a second email with a PDF attachment. This PDF is your ticket and contains a unique barcode. Please print this ticket or have it ready on your phone. You can also access your ticket if you log into your account on our website.
We have ticket scanners throughout the building. If you have a E- ticket you can show the physical print out or open the PDF on your phone and have the barcode scanned.
Do you offer concessions/discount for students, seniors and others?
We offer a range of discounts on our shows including Students, Seniors, Under 18s, Groups, ‘Access to Leisure and Learning’, and ‘Live for £5’. These vary by show and are available to view on the individual events page.
Students and anyone in full time education may be required to provide proof when collecting tickets.
Seniors are anyone over the age of 60.
What do age guidelines mean?
Age guidelines are listed against as many events as possible to help you choose whether a performance is right for you, your family or group. The suggested minimum ages are recommendations only based on potential content and available information at the time of printing. If you are booking tickets for other people, we ask you to take responsibility for whether a show is appropriate for everyone within your party. (Please note that anyone under 14 must be accompanied by an adult over 18, regardless of the age guideline on the production).
If you would like more details about any production, please contact the Ticket Office.
12+ Content may include themes and subjects of a more adult nature and/or occasional mild swearing.
14+ Content may include violent scenes, swearing, sexual innuendo and/or partial nudity.
16+ Content may include graphic scenes of violence, nudity, drugs imagery and/or prolific swearing.
18+ Content will contain scenes which may be disturbing and are unsuitable for children.
Cancellation, postponement and reschedule
Can I have a refund?
Tickets cannot be exchanged or refunded after your purchase unless the performance is cancelled or rescheduled or where there is a material change to the programme of event.
What is a material change?
It’s a change which, in our reasonable opinion, makes the event materially different to the event that purchasers of the ticket could reasonably expect. The use of understudies in a theatre performance shall not be a material change.
Will my booking fee, donation, Ticket Refund Protection be refunded?
Where a refund is sought due to cancellation, rescheduling or a significant change to the event, the refund will equal the ‘event price’ of the ticket but exclude the booking fee (commissions (cmsn)) or delivery fee and additional items including charitable donations and Ticket Refund Protection. Lighthouse pays a charge per ticket to our software providers to cover the cost of the system and in the event of a refund we do not get this charge back.
What is Ticket Refund Protection?
Ticket Refund Protection via Secure My Booking is a product that you can opt in to for a small charge on top of your order. For more information on what is covered, please see Secure My Booking full terms and conditions. Please be aware that Lighthouse does not manage Booking Protect and does not deal with any claims. To make a claim, click here https://securemybooking.com/make-a-claim/uk/
What happens to my Ticket Refund Protection if my show is cancelled or moved?
If your show is cancelled or moved you can carry the protection over to the new booking at no extra cost. If you believe you have added it in error to your order (i.e., you have purchased more Ticket Refund Protections than the number of tickets purchased) you can receive a refund as long as it’s within two days of the purchase. If the show you have booked is cancelled the insurance premium you have paid is not refundable.
What happens to my ticket if a show is postponed?
If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you can obtain a refund of the event price of the ticket. In order to claim your refund, please apply in writing via email to email@example.com or in person to Lighthouse, 21 Kingland Road, Poole BH15 1UG enclosing your unused tickets. You must inform Lighthouse within 14 days of the date of notification of the cancelled event. In the event of a refund you will not be refunded the booking fee or the fulfilment fee.
Can you make my refund to a different payment card or person?
Refunds can only be made to the person who purchased the tickets and, when possible, be made using the same method as was used to purchase the tickets. We can only refund the card that was originally used to pay. If your account is closed or you’ve had a replacement card and the refund still isn’t appearing in your account after 15 days, please contact your card issuer.
What about my travel or accommodation costs?
Personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk.
How do I get to Lighthouse?
Lighthouse is opposite Poole bus station with an underpass or a level access crossing providing easy access across the road.
Check local bus routes and timetables with morebus.co.uk before you travel.
South West Trains run a half hourly train service to Poole from London Waterloo with a journey time of around 2 hours.
For the latest train timetables from London, Waterloo visit nationalrail.co.uk
Poole Railway Station is in the town centre a 5 minute walk from Lighthouse. Follow signs to ‘Arts Centre’ which take you through the shopping centre to the bus station. Lighthouse is opposite the bus station.
There is a Spoke Safe cycle hub opened in The Dolphin Centre, making cycling to Lighthouse more secure than ever.
We encourage all our visitors to use public transport as part of our goal to improve sustainability, but if you decide to drive, you could always arrange a car share.
From London – 2 hours
From Bristol – 1 hour 45 minutes
From Southampton – 40 minutes
From Bournemouth – 10 minutes
Travelling west on the M27 the road becomes the A31 bypassing Ringwood, Ferndown and Wimborne Minster. Remain on the bypass until reaching the roundabout junction signposted the A349 Poole town centre and ferry port.
Follow the A349 and ferry signs until reaching the roundabout signposted the A350 Poole town centre.
This roundabout has the Poole Fairway marker buoy in the centre of it.
Turn left here onto the A350 (Holes Bay Road). Follow the dual carriage way which skirts the bay. At the next roundabout at the end of Holes Bay Rd turn left onto the flyover and move to the right hand lane. At the next roundabout turn right and within a minute you will see Lighthouse on your left.
There is plenty of car park space very close to Lighthouse. Parking is available at The Dolphin shopping centre multi-storey over the road from Lighthouse and the level access car park directly opposite.
There is also a car park located at the Dolphin Swimming Centre next to Everyone Active, only a five minute walk away.
Disabled parking is available directly outside Lighthouse and there is an EV charging point located outside Lighthouse on Kingland Road.
Can I bring my baby?
With the exception of some shows specifically aimed at young audiences, children under the age of 3 are not permitted into the Lighthouse auditoria out of consideration for other patrons and performing artists. Respectfully, we wish to remind you that it is the responsibility of the parent or guardian to remove the child or children from the auditorium should they become disruptive and cause a disturbance during the performance.
Can my toddler sit on my lap/when do I need to buy a ticket for a child?
For productions where children under the age of 3 are permitted into the auditorium, you will be required to purchase a ticket for them. Children aged 2 and over will require a standard ticket which will entitle them to a seat of their own. For some events ‘Babes in Arms’ tickets will be available at a reduced cost. These will generally apply to 2 and under unless otherwise advertised. Booster seats are available to help little ones get a better view – just ask one of our Stewards when you arrive.
Do you have baby changing facilities?
Baby changing facilities can be found in the ground and first floor toilets.
I’m going to be late, what can I do?
If you arrive late for the start of a performance or after an interval, we appreciate that you will want to take your seat as soon as possible. We will do everything possible to assist. To limit disturbance to fellow audience members and artists we may have to ask you to wait until a suitable break in the performance. Occasionally this may not be possible once the performance has started.