Cancelled/Postponed Events
Occasionally, events are cancelled or postponed at the DRWM. Should this occur, we will attempt to contact you to inform you of refund or exchange procedures for that event.
When the DRWM1 issues a refund, it will issue a refund of the ticket price paid (or, if a discounted ticket, then instead the discounted ticket price paid). Under no circumstances will delivery prices or any other fees or amounts be refunded. If a refund is issued, it will be issued using the same method of payment that was used to purchase the tickets. If a credit card was used to make the refunded purchase, then only that credit card will receive the credit for the refund.
Please ensure that you have to hand your order number so we can expedite your refund if applicable.
Lost, Stolen or Destroyed Tickets
If you do not receive your tickets within 3 business days prior to an event, or you notice your tickets are missing or have been destroyed, call the box office on 01970 632 548 immediately.
Have to hand the order number for your account, or the purchasing Credit Card. The operator will first verify whether the tickets are replaceable, and, if they are replaceable, will instruct you as to where and when to pick up your replacement tickets. This is normally done at the Ticket Office prior to the show, and the tickets are marked "Replacement" so that they are easily identified as the valid tickets. Replacement tickets may only be picked up by the person whose name appears on the credit card used to purchase the tickets.
Tickets should always be treated like cash. Keep them in a safe place, away from direct heat, sunlight, and moisture. Be sure to store them where they can easily be found again.
Correcting your order
Once you've received an order number, the information you have submitted will be processed as shown on your order form or as it appears in your My Account billing information. Should you discover an error has been made or that you need to make a change to your information, please contact us immediately. Changing information in your My Account profile on the site will NOT affect previously placed orders.
Note: When contacting the DRWM, please have to hand the order number and the billing information used when the order was placed.
If you need to change your information for existing orders, please contact the DRWM as soon as possible.
Delivery Options
Delivered tickets are subject to a postage fee. This fee is non-refundable in the event of cancellation. A £1 postage and packaging fee will be submitted on delivered tickets. Standard Mail will be used to deliver tickets. If you choose to have tickets delivered please ensure that there is sufficient time prior to the event to allow tickets to be delivered in time, especially during busy postal seasons such as Christmas. This fee is non-refundable in the event of cancellation.
Pricing Categories
The Drwm classifies a child as a person under the age of 12.
Seating
The seating at the DRWM is not allocated. Seating is strictly on a first come first served basis and cannot be guaranteed; those wanting specific seats are advised to arrive early for the event.
Food, drink and smoking
Food and drink is prohibited in the auditorium. Smoking is prohibited everywhere in the Library building.
Personal Possessions
The DRWM does not hold itself responsible for any personal possessions that you may bring into the Library building. You should ensure that these are kept securely by you at all times.
Purchase Policy
Our goal at the DRWM is to make your purchasing experience easy, efficient and equitable. The following purchase policies are designed to ensure your satisfaction and understanding of the purchase process at the DRWM.
If you have any questions about the information below, please contact us. Each ticket that you purchase is a licence to attend a particular event.
Payment Methods
The DRWM accepts several methods of payment to accommodate your needs. The following cards are accepted at the DRWM.
Security
When you purchase tickets from the DRWM's website we will ask you to provide certain information such as your name, address, telephone number, payment card details and email address. These are passed through a secure, encrypted ordering system and all payments are made via World Pay, guaranteeing the safety of your information. We do not process your credit card details on our server and once your order is complete, all related monetary details will be deleted from our system.
Order Confirmation
If you do not receive confirmation of your order (in the form of a confirmation page or email) after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to confirm with the DRWM whether or not your order has been placed. Please contact us immediately. Only you may be aware of any problems that may occur during the purchasing process. The DRWM will not be responsible for losses (monetary or otherwise) if you assume that an order was not placed because you failed to receive confirmation.
Refunds and Exchanges
Before purchasing tickets, carefully review your event selection. Should you wish to return tickets which have been purchased for an event at the DRWM you can only be issued with a refund if the event is sold out and the Library can sell the ticket on to another customer.
Delivery Information Verification
Please ensure that you provide us with the correct delivery address. The DRWM will not be held responsible for undelivered tickets if the delivery details are incorrect.
Privacy
The DRWM will not share your stored information with any third party. To find out about future events at the DRWM, as well as other information about the Library and its services you may voluntarily join our mailing list. If you suspect that your details may have been used incorrectly then please email webmaster@llgc.org.uk or telephone +44 (0)1970 632845.
If you have any further queries, the Ticket Office can be reached on 01970 632 548. The office is open from 9:30 to 5:00 Monday to Saturday (10:00 to 5:00 on Tuesdays and closed 12:45 to 1:30 on Saturdays).
1 References in this document to "DRWM" relate to an operating unit within the National Library of Wales, a Registered Charity Number 525775.
