CHARLESTON FESTIVAL FAQs

 

How do I buy festival tickets?

Tickets go on general sale 10am on Thursday 5 March 2020.

Tickets can be purchased:

ONLINE: www.charleston.org.uk/festival 

BY PHONE: Festival Box Office: 01323 815150 (Mon to Fri: 10.00-17.00). 

IN PERSON: Charleston Shop (Weds to Sun: 10.00-17.00)

 

When is priority booking and who can take part?

Priority booking runs from Wednesday 26 February to Sunday 1 March (12 noon).

In order to take part in priority booking, you must have a valid Friend, Patron or Omega Group membership.

You must renew or purchase your Charleston membership by Sunday 23 February (midnight) in order to qualify for priority booking.

Existing members will receive a Charleston Festival 2020 programme and priority booking form in the post around Thursday 20 February. 

The festival programme and priority booking forms can also be downloaded from the Charleston Festival website.

This year we will not be processing new membership requests or renewals during priority booking week. So please check that your membership is valid so you don’t miss out.

 

How do I submit my priority booking form?

Completed priority booking forms can be submitted to Charleston by post, email or in person. Please note that we will not be taking priority bookings by phone.

Priority booking requests must be received by Charleston no later than 12 noon on Sunday 1 March.  We will process orders received before 11am on Wednesday 26 February first before moving on to orders received on Thursday 27 February and so on, so the earlier you submit your form, the better chance you have of securing tickets to your desired events.

Priority booking forms can be submitted:

BY POST: Priority Booking, Charleston, Firle, East Sussex BN8 6LL. 

BY EMAIL: Scan your completed form and attach it as an PDF document to: festivals@charleston.org.uk. Please do not include payment details in the main body of your email. 

IN PERSON: You are welcome to deliver your priority booking form to Charleston in person. The office is manned weekdays from 10am to 5pm.

Please note that there are some changes to the booking process this year. We will not be attaching a payment form as in previous years. Instead, we will process your order and allocate your tickets. Once your order has been completed we will email you to confirm that your priority booking form has been processed and prompt you to call us within 48hrs to make your payment and secure your tickets by telephone. Alternatively, you can send a cheque for the full amount made payable to ‘The Charleston Trust’ with your priority booking form. 

 

Where can I get a Priority Booking Form?

Existing members will receive a Charleston Festival 2020 programme and priority booking form in the post around Thursday 20 February. 

The festival programme and priority booking forms can also be downloaded from the Charleston Festival website.

 

If I take part in priority booking, am I guaranteed tickets?

Demand for tickets often exceeds capacity.  This means you might not secure tickets to all of the events you requested.

Every Friday at 12pm tickets will be released to purchase online for previously sold out events. Please visit the Charleston Festival event page to check what tickets are available. 

During the Festival, you can check with the Festival Box Office to see if there have been any tickets released for previously sold out events.

 

How will I know if my priority booking request has been successful?

Once your order has been completed we will email you to confirm that your priority booking form has been processed and prompt you to call us within 48hrs to make your payment and secure your tickets by telephone. Alternatively, you can send a cheque for the full amount made payable to ‘The Charleston Trust’ with your priority booking form to: Charleston Festival, Charleston, Firle, Lewes, East Sussex BN8 6LL. 

We aim to process all priority booking requests by 5pm on Friday 22 February.  If you haven’t received any e-ticket from Charleston by Monday 25 February, please get in touch with us by email festivals@charleston.org.uk, or phone 01323-815150.

 

I purchased a ticket, but now can’t attend the event. Can I get a refund, or exchange it?

Once booked, tickets are non-refundable and cannot be exchanged for other events.  We accept returned tickets as a ‘donation’ to The Charleston Trust.

 

How does priority booking work? Is it fair?

We try to make priority booking as fair and transparent as possible

We start processing priority booking forms on Wednesday 26 February.  We must receive your form by 12noon on Sunday 1 March in order to qualify for priority booking.

You may submit your completed priority booking forms to us as early as 18 February.  However, it will be stamped as ‘received 26 Feb’ and put in the DAY ONE box along with all of the forms received up to 11am on 26 February.  The forms are then randomly shuffled before processing.  That means forms that are submitted on 18 February are on equal standing as those submitted by 11am on 26 February.

We will process the forms in the Day One box before proceeding to those received on Day Two and so one throughout the week.

We receive so many priority booking requests, that it usually takes us 3 days to process all of the forms. It is likely that we will sell out of some events before we finish processing all of the forms in the Day One box.  That means you may not be successful in securing tickets to all of your desired events, even if you submitted your form by Day One.

 

I’m a longstanding Friend of Charleston. Does my priority booking request get processed before new members?

No.  All members (new or old) are treated equally during priority booking week.

 

I purchased a membership so I could to take part in priority booking, but I didn’t get the tickets I wanted. Can I have a refund?

No.  Once purchased, memberships are not refundable.  Access to festival priority booking is only one of many benefits available to our Friends, Patrons and Omega Group members.

 

I’m a Friend, but missed priority booking. Is it too late for me to place my order?

Priority booking closes at 12 noon on Sunday 1 March.   The Festival Box Office opens to the general public at 10am on Thursday 5 March.

 

I bought tickets to a festival event, but the speaker has changed. Can I get a refund?

Charleston reserves the right to make alterations to the programme as required. We make every effort to inform ticketholders of any significant change of speaker in advance by email.   

We will also post a printed notice of speaker changes at the Festival Box Office in May. 

If a main speaker changes and you no longer wish to attend the event, we will honour a full refund, provided you contact us BEFORE attending the event.

If a chairperson changes, then we will not offer refunds to the event.

If you attend the event and then decide you didn’t enjoy it, we will not offer a refund.

If you purchased your ticket at a discounted rate (e.g. All Events ticket, All Day ticket) you will only be refunded the discounted ticket value. 

Refunds take a few days to process. Please be patient with us.

 

Can I bring my dog?

If you are planning to attend a festival event, we strongly advise you to leave your pets at home. 

There is very little shade in our car park, so leaving a dog in your car while you attend an event is discouraged.

Dogs should be kept on the lead and are permitted in some outdoor areas at Charleston. They are welcome in the Centenary Garden (near the car park), and the outdoor courtyards near the barns. 

Dogs are not permitted in the marquees, tea tents, house, galleries or barns.

Dogs are not permitted in Charleston’s walled garden, orchard or around the pond.

 

Do you offer tickets for access assistants?

We have a limited number of tickets available for Access Assistants.  Please contact us at festivals@charleston.org.uk or 01323 815150 to discuss your access needs. 

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