Frequently asked questions

Ticket Orders

What payment methods do you accept online?

We accept Visa, Mastercard, Switch/Maestro, Solo and Visa Electron. Unfortunately we don't accept American Express.

Is there anywhere I can buy a ticket using cash?

You can buy tickets in person from CATS (in Leeds University Union, open 9 - 5.30pm Monday to Friday), Jumbo records and Crash records.

Can I order my ticket by phone?

Not from us directly. We sell through other outlets with whom you can place a phone order, although the booking fees are far more expensive.

I ordered a ticket but have not received an email confirmation yet/deleted the email- what should I do?

Contact us on including the name that you booked your ticket under.

How long do you take to post out tickets?

Please allow 5 working days for your ticket to arrive. The majority of our tickets are posted the day after you place the order.

I ordered my ticket over 5 working days ago but have not received it yet, what should I do?

Contact us on quoting your order number.

I ordered a ticket from, I have received a ticket but it is for the incorrect amount of tickets/for the wrong event, what should I do?

Firstly please accept our apologies! Contact us on and we will help you get the tickets that you ordered.

I wish to change the address that the tickets are being sent out to, can I do this?

If we've already posted your tickets out, then we're unable to alter the address. Contact us on and we'll see what we can do.

I have lost my ticket, is there anything I/you can do?

Unfortunately we cannot refund or replace lost or stolen tickets (please see our terms and conditions.

I ordered a ticket through another ticket outlet eg. Jumbo Records, and requested for it to be posted out but I have not received it, what should I do?

You'll need to contact the relevant store or box office - because of data protection concerns we do not hold the full customer lists for other box offices.

I have requested to collect my tickets, where can I collect them from and at what time?

If you ordered tickets from for an LUU event, or Alton Towers offer you can collect them from the Venues Office in Leeds University Union between 10 and 5pm Monday to Friday. Alternatively, you can pick up your tickets (with proof of ID and your reference number) on the door of the event from an hour before doors open. If you ordered your tickets for an event not held at LUU, your name and order number will be sent on to the venue to collect from their on-site box office.

I have arranged to collect tickets bought through another outlet other than club website - when and where will I be able to pick them up?

You will be able pick up your tickets (with proof of ID and your reference number) on the door of the event from an hour before doors open. Leeds University Union cannot take responsibility for ticket collections that we have not been informed about by other box offices.

I wish to cancel my ticket order, is this possible?

As stated in our terms and conditions, all of our tickets are non-refundable.

I am not a student at Leeds University or any other university, is it okay for me to buy tickets on and attend the event?

Yes, all of our events are open to non-students unless advertised as NUS only.

Someone else has ordered the tickets on my behalf on their credit/debit card, can I pick them up, do I need any kind of proof or I.D?

You will need the order confirmation number and address details of the person who ordered the ticket.

I wish to purchase tickets for a large group of people, is this possible?

Yes, although there are restrictions on the number of tickets that you can purchase for some concerts in order to make sure that fans get tickets before touts.

I've purchased tickets for me and my friends and have requested it to be a collection order, do my friends need to pick up the tickets at the same time as me?

Yes, all tickets are batched per order and need to be collected all together. This avoids tickets getting lost and orders being split.

Do you post tickets out internationally?

We do, as long as the billing address matches the shipping address.

How do I get a refund on a ticket for an event that has been cancelled?

If an event is cancelled and has not been rescheduled, you should receive a refund onto the card on which the tickets were purchased automatically. If you have had any problems please contact us on

I want to purchase tickets for a Stage@Leeds performance, where can I get them from?

From us! See our dedicated Stage @ Leeds section for full details.


Is there disabled access in the venues?

Yes, all of our venues have lifts to all floors and facilities for disabled guests.

Is there a sufficient amount of secure parking near to the venue? What's the location of it?

There is a limited amount of off-street parking next to the venue, and the University car park on Woodhouse Lane, Leeds, LS2 9JZ is available after 6pm.

What are the age restrictions for events at Leeds University Union?

All of our live concerts are open to everyone over the age of 14 unless otherwise advertised. Our club nights are open to over 18s only.

I lost some property when I was attending an event at the Union; where can I check to see if it has been handed in?

Yes, you can contact our lost property department on 0113 380 1400.

I would like to know what time the show begins this evening and who the supporting acts are?

It isn't always possible to give precise stage times, but if you call 0113 3801 410 we'll do our best to advise you. For door opening times, please refer to your ticket which will have them printed on or see the relevant event page by searching here.

What is the usual finishing time around for a gig at The Refec?

Our live concerts have an 11pm curfew, unless otherwise advertised.

Am I allowed to bring in filming equipment or a camera to the event?

We cannot allow any professional type recording equipment into our venues unless written permission is given by the artists in advance of the event. However camera phones and standard cameras will be allowed into the event.

General Enquiries

We're in a band and we're looking to get a support slot at one of the gigs at Leeds University Union; how do we go about this?

Unfortunately we cannot offer support slots very often, however please feel free to email your details to and we will put your details on file.

We'd like to use one of your venues to do some filming during the day - is this possible?

We are happy to help where possible - please contact for details.

I am a promoter looking to hire the venue for a gig/festival/club night; how much will it cost/can I arrange an appointment to view the venues?

Please contact Events Manager Ali Peek through for details and availability.