Frequently Asked Questions
At the current time, with West End theatres closed and London in lockdown, we are closely monitoring the situation and government advice. Should it become necessary to review our schedule to ensure the wellbeing of our audiences, cast and crew, we will be in touch with all guests to advise on any changes to performance dates and how their tickets can be exchanged.
Introducing the Close to Frozen App
Close to Frozen app
What is the Close to Frozen app?
The Close to Frozen app gives you the opportunity to enhance your journey to Frozen from the moment you purchase tickets, by sharing exclusive content and news as the show comes to life in London. It also offers helpful information to make your experience as smooth and easy as possible.
Who is it for?
Close to Frozen is for everyone who has a ticket to see Frozen the Musical in Theatre Royal Drury Lane. The ticket buyer can access their Close to Frozen journey first, and then invite their Frozen guests to join them!
How do I get it?
You will be prompted to join as you are booking your tickets, just after you’ve entered your payment details. If you opt in at that point you’ll get a text to invite you to download the app and start your journey!
Or, after you have purchased your tickets to Frozen the Musical, simply look out for your invitation to join the Close to Frozen app in your ticket confirmation email. Once you’ve created your exclusive account, you can invite your friends to join – simple as that!
Previews 30 October to 10 November
From 12 November
Wednesday to Saturday evenings – 7pm
Thursday and Saturday matinees – 2.30pm
Sunday – 1pm and 5.30pm
| Sun 7 Feb 2021 at 1pm
| Sun 28 Feb 2021 at 12.30pm
Audio Described Performance
| Sun 21 Mar 2021 at 1pm
| Sun 28 Mar 2021 at 5.30pm
To book tickets to a signed, audio described or captioned performance or if you have additional access requirements, please visit this page.
For more information and to book tickets to the Relaxed Performance, please click here.
How long is the show?
The show is approximately 2.5 hours including one interval.
Is there a minimum age requirement to see the show?
FROZEN is recommended for a general audience aged 6 and up. Children under the age of 3 will not be admitted into the theatre.
All persons aged 16 or under must be accompanied by an adult and may not sit on their own within the auditorium.
All persons entering the theatre, regardless of age, must have a ticket.
How can I buy tickets for a large group of people?
Does the show use special effects?
Please be advised that smoke, haze and strobe lights are used during the performance.
What are the ticket prices?
Ticket prices vary from £20 to £79.50 (off peak performances) and £20 to £99.50 (peak performances). Premium tickets are also available, offering the best seats in the house with the best view of the stage. All ticket prices are subject to availability.
Can I refund or exchange my ticket(s)?
Complimentary exchange or a refund is available for up to 24 hours immediately after you book tickets. Please email email@example.com or call 0800 640 8100 within this time period if you wish to avail of this opportunity.
If you would like to exchange tickets to a different performance, this can be done up to 48 hours before the performance you booked to attend. Tickets can only be exchanged to the same or a higher value, subject to availability. An administration fee of £2 per ticket will be charged for this service. Please email firstname.lastname@example.org for more information.
It is not possible to exchange tickets to a performance that is taking place in fewer than 48 hours, however the ticket buyer can request that their tickets are put up for re-sale by LW Theatres. If the tickets are sold, the original value of the ticket(s) will be refunded to the ticket buyer. People wishing to offer their tickets up for re-sale will need to email the Box Office. There will be no facility to call the Box Office.
Please note that this is the only authorized place for FROZEN ticket re-sale, and selling on any other platform does not comply with our terms and conditions.
After the first 24 hour period immediately after you’ve booked your tickets, no refunds are available.
For full ticket policy and LW Theatres terms and conditions, please click here.
How do I redeem my free exclusive Frozen magnet?
When purchasing any item of Frozen merchandise with your tickets, you will receive a free Frozen magnet.
You can collect your magnet from any merchandise kiosk when you are attending the show and collecting the other merchandise item(s) that you purchased when booking your tickets.
What is the layout of the auditorium and how can I see where my seat is?
How can I buy my tickets in person?
At the current time, while theatres remain closed across the West End, it is not possible to purchase tickets in person. We hope this does not cause any inconvenience. Tickets will be available to purchase in person again when LW Theatre Box Offices reopen.