Below is a list of frequently asked questions to help you plan your visit.
You can view our full terms and conditions here
When is Storyhouse open?
Storyhouse is open every day (except Christmas), from 8am – 11pm (from 9.30am on Sundays & Bank Holidays).
How do I get to Storyhouse?
Storyhouse is located on Hunter Street, in the heart of Chester (CH1 2AR). Click here to see travel information.
Is Storyhouse accessible?
We have information about accessibility – including facilities, the building, and accessible events – on our Access page (click here). Please don’t hesitate to get in touch if you require more information.
How do I book tickets?
- Online at storyhouse.com
Pick your own seats on our safe, secure booking system, 24 hours a day, 7 days a week.
Click the Book Now button on any event to get started.
- By phone: 01244 409 113 (option 1)
Mon – Fri: 9am – 8pm | Sat: 9am – 7.30pm | Sun: 9am – 7pm
£2.50 phone transaction fee applies
- In-person at Storyhouse
Use our ticket kiosks in the Storyhouse building to book any tickets.
Ticketing assistance is on hand in the building to help if you’d rather talk to someone.
How will I receive my tickets?
To be as green and efficient as possible, we use e-tickets when you book online or over the phone. Just show your e-mail confirmation on your phone when you arrive, or print it off at home.
If you don’t have an e-mail address, we can issue you with your Sale ID to collect your tickets when you arrive (we always have details of everyone booked at the event, just in case!).
I’ve lost my tickets – what should I do?
If you booked online, you can log in to your account, go to My Bookings and click on your Booking Reference. From there, you can resend your e-tickets, or download them as a PDF.
And you can always print your tickets at a kiosk when you arrive using your Sale ID.
We can always find details of your booking when you arrive, so don’t worry!
Who needs a ticket for an event?
Everybody who is attending an event needs a ticket, except for babes in arms (under the age of 12 months), who can sit on a parent’s / guardian’s lap.
Even if tickets are free, a ticket is required so we can ensure there is space for everyone attending.
Do I have to stay with my children?
For any event in the theatre, cinema or children’s library, children under the age of 14 need to be accompanied at all times by an adult over 18. Please remember that age certificates at the cinema will dictate if children can attend (12A means they can if coming with an adult aged over 18).
You may be able to leave your child for certain workshops, but that will be detailed on the event page, and we will also take contact information from you in that situation.
Do I have to pay a booking fee?
We don’t any charge additional booking fees for any of our home-produced theatre shows (including Grosvenor Park Open Air Theatre) and cinema screenings, however, most third-party shows incur a per-ticket booking fee of £1.50.
Check individual event pages for details.
This fee is charged for all online and telephone transactions. A per ticket booking fees do not apply to tickets purchased inside Storyhouse – on Kiosks, Wi-Fi, or with a member of staff.
What happens if I can’t attend?
We do not offer refunds.
If you are unable to attend an event, you can exchange tickets up to 48 hours before a performance by calling our booking line (01244 409 113 – option 1) – an administration fee of £2.50 applies.
- Exchanges can only be for the same show.
- If there is a price difference, you will be required to pay. If the new tickets are of a lesser value, we cannot refund this.
- Discounts are only honoured if they are also valid for the replacement performance.
You are more than welcome to pass the tickets on to someone else, or to sell them at the same or lesser value.
The reselling of tickets for profit is strictly prohibited. Any tickets found to be resold for profit will be made void, and no refund or compensation will be given.
What time does the event start, and how long is it?
Individual event pages will display showtimes, including whether there is an interval. If the duration is still to be confirmed, please check back closer to the time.
All events in the theatre start at the advertised time (including stand-up comedians).
Most screenings in the cinema have 15-20 minutes of trailers and adverts before the films. Exceptions are 10.30am weekend family screenings, and films as part of a special screening or wider festival, which often feature an introduction or short films (always check the individual event page for details).
What happens if I’m late?
For events in the theatre, latecomers may not be admitted until the interval or a suitable break in the performance. This includes readmittance should you leave during the show, where it is not always possible to go back in. Please ensure you arrive in good time to take your seats.
For cinema screenings, you can arrive at any time.
What if I can’t attend due to bad weather?
Bad weather can sometimes present travel issues for ticket holders. It is inevitable that as inclement weather sets in there will be times when those travelling to Chester may feel it is not safe or wise to travel. However, in the great tradition of the theatre, the show does go on despite the weather and Storyhouse does not refund individuals, nor exchange tickets for those who choose not to travel. It is the responsibility of the customer to get to the venue on time so, if you do choose to travel in inclement weather, please allow plenty of extra time.
Storyhouse will inform customers if there are any alterations to the performance schedule if the weather makes it impossible to go ahead as planned. It is vital that at the time of booking you give us correct and up to date contact details.
What happens if the performance is cancelled?
Although rare, if an event is cancelled or rescheduled, we will contact you via the details you have provided us with at the time of creating the booking. We will aim to contact you with as much advance notice as possible.
Where can I get information about access for visitors with disabilities?
If you have any questions about visiting Storyhouse with a guest who has a disability, please visit our Access page. This page will tell you all about the building’s accessibility as well our latest accessible performances and you will also be able to sign up to our Access Register. Or if you would prefer to call us, you can reach us on 01244 747 417.
Do you offer Accessible performances at Storyhouse?
Yes, for Made by Storyhouse productions we offer selected dates where we have Caption Subtitles, Audio Description, BSL and Relaxed performances. Accessible performances are also available on selected touring productions. Please see our Accessible Performance page for the dates. For information about accessible cinema screenings, please click here.
Food & Drink
Can I buy food and drink at Storyhouse?
You can! The Kitchen is open when the building is – click here to see information about the food and drink available. Cold drinks can be taken into the theatre in plastic cups, and hot or cold drinks can be taken into the cinema.
Can I bring my own food?
You are welcome to bring your own food, but the restaurant tables are reserved for customers purchasing food from The Kitchen. There are plenty of other chairs, tables and seats around for you to sit.
Can I take pictures or videos?
You are more than welcome to take pictures of the public spaces, but photography or recording inside the theatre or cinema is strictly prohibited. When in the other parts of the building, please do be respectful and courteous of other people.
Do you keep lost property?
All lost property we find at Storyhouse – whether it be in the theatre, cinema, library or restaurant – is logged and stored. If you think you have misplaced something at Storyhouse, please fill in the form (click here) and we will check for you.
Is there a way I can get in touch?
If you have any feedback or queries – including issues with your booking – please get in touch with using our feedback form. This will be directed on to the appropriate department or staff member.