FAQs
General
Age restrictions can change on an event by event basis, so we recommend checking the specific event listing prior to booking tickets, as these can not be refunded afterwards.
Many of our events are open to all ages, however please be aware that under 16s must be accompanied by an adult. Any events taking place after 11pm will be strictly 18+. You may be asked to provide ID on entry.
There is step-free access to our venue, with a lift from the main entrance to the event space.
For full details on accessibility, please visit our Access Info page
We allow bags which are no bigger than an A4 piece of paper in size. In other words, a standard handbag is fine, a suitcase is not! We advise travelling as lightly as possible to speed up entry, as all bags will be searched.
No food or drink purchased outside The Point is permitted to be taken inside. If you need to bring food or drink with you due to medical requirements please contact us in advance.
Professional DSLR type cameras are not permitted unless you’re an officially accredited photographer covering the event. Standard digital/personal cameras may be used.
Please contact the venue on events@thepointsunderland.co.uk / 0191 565 5755 and we will try and assist. We hold lost property for 14 days after each event.
Tickets
Online: Visit our listings and select the event you wish to attend
Phone:
Ticket agent name and phone number
If you are purchasing tickets for an seated event through the venue website, and where reserved seating is in operation, you will be able to select your seat on a venue map.
Providing tickets have not sold out, they will be available to purchase through the venue website until approximately 2 hours prior to the event opening.
After this, again, providing tickets have not sold out, they will be available to purchase at the venue box office once the event has opened.
For detailed information on accessible bookings and the facilities available, please visit our Access Info page.
Tickets are usually dispatched 1-2 weeks before the event date. Please allow up to 5 working days before the event for your tickets to arrive. If they have not come by then, you should contact your ticket agent. You should find their details on your email confirmation.
Contact the ticket agent you bought your tickets from as soon as possible, as they can usually replace them. Unfortunately, the venue is limited in what we can do in these circumstances.
In the first instance, check your spam/junk folder. We also advise that you mark your booking agent as a “safe sender” in your contacts to ensure you do not miss out if there are any updates to the event. If it isn’t in your spam folder, contact your ticket agent who will ensure the details entered on your booking are correct and resend.
The Box Office is located directly inside the main entrance to the venue.
Tickets will be available for collection from the opening time stated on your booking confirmation or the event listing. You will be unable to collect tickets before this time.
You will need to bring along a copy of your booking confirmation, some ID, and the card used when booking.
Just write them a “Letter of Authorisation” which includes:
- Your full name
- The ticket booking agent and reference number on your confirmation
- Event Name
- Event Venue
- The number of tickets purchased
- The full name of the person collecting
- The type of ID the person collecting will have with them
The only exception to this is where the Artist or Promoter has requested that cardholder details match the ID of the person collecting. Customers will be unable to use a ticket with someone elses name on it. If this is the case, it will be stated on the event listing and ticket listing.
VIP tickets are sold at the promoter or artists request and as such, will include something different for each event. The full list of extras included with the VIP ticket upgrades can be found on the event listing for that particular event. These can often include merch bundles, meet and greets, Q&A sessions or exclusive access to soundchecks.
Refunds are only available where an event has been cancelled or rescheduled. Check with your ticket agent, they may have an official ticket resale exchange.
You will be contacted by your ticket agent, so please make sure your details are correct.
If the event is cancelled, you will be automatically refunded in line with your ticket agents refund policy.
If an event is rescheduled, your tickets will usually be valid for the new date. If you have requested e-tickets, mobile tickets or print at home, these may be reissued with the new event date so please make sure you bring the correct tickets to the show!
Show Day
The doors times will be stated on your ticket, booking confirmation and on the event listing on our website. Please note that you cannot access the venue or pick up tickets prior to this time.
We are located close to bus, rail and motorways links. Please visit our Venue Info page for detailed travel information.
Stage times are subject to change at the last minute and so are often not released until the day of the event. Please check our venue social media, where we will often post information on show day. Most live concerts will open at 7pm and will finish before 11pm.
There will be flashing lights throughout most performances, and strobe lighting/smoke/other effects may be used at times. If you have any queries regarding the use of special effects, please get in touch.
Generally there is no dress code for live concerts and club events, however, on occasion, specific promoters or artists may request a dress code be put in place. If this is the case, full details will be communicated to you in advance.
Some of our sporting events do have a dress code, which can vary by event and by area, so please check the individual event listings for further information.
For other events, where a dress code is in place, this will be stated on the individual event listing.
If you are unsure, please feel free to get in touch.
We don’t generally allow “pass outs” and if you leave the venue during a show, you will not be readmitted. Of course, there are always exceptional circumstances, so if you do need to leave for any reason please speak with our door staff or box office on the night.
Yes, there is a smoking area located outside the main entrance. Staff will be able to direct you to here and advise on times which it will be open. Please note the smoking area does not open immediately on the venue opening.
E Cigarettes and Vapes should also be used outdoors.
Please make yourself known to your closest member of staff. We have qualified first aiders on duty at every event who will assist.
Press & Hiring The Venue
For details on hiring the venue, get in touch using our contact form. Please include as much information on your event as possible including possible dates, times and format. This will enable us to get you the relevant information from the get go.
Please contact the venue with your full name, publication (if relevant) and links to your websites/social media/previous work and we will pass your request on to the promoters or event organisers.
The event organiser will have full control over press and photographer accreditations for their events so we cannot guarantee that all requests will be granted.