Here you can find answers to all our frequently asked questions.
Q. I can't make my film, can I have a refund or swap my tickets to another screening?
A. We have a no refunds policy; refunds will not be provided if you cannot make your booking. Tickets may be swapped to a different screening with the following conditions applying:
- Tickets must be swapped prior to the original film/show booking taking place
- Tickets must be swapped to a film/show already programmed
- An amendment fee will be incurred; for 1 - 2 tickets = £2 per ticket and for 3+ tickets = single £6 fee
Q. I have tickets to a sold out show I can no longer attend, can you resell them for me?
A. If you have tickets to an event at The Regal which is sold out and you can no longer make it, we can try and resell your tickets for you. We'll take your details and try and match your tickets to somebody who would like tickets to the show. Please note that if we successfully manage to resell your tickets, you will receive a refund of the ticket price only (not the booking fees) minus our £2 resell fee.
Q. Why can't I leave a single seat when booking online?
A. It is a policy of The Regal and many other cinemas/theatres that single seats can’t be left when purchasing online, over the phone or in person. This is done to prevent our auditoriums being scattered with empty single seats, which are unlikely to sell and result in customers not being able to sit with their friends or family memberswhen watching a film or show. If you try to book seats online and the single seat message pops up, please select somewhere else to sit and leave the first seats for a group of that size to select.
We MAY be able to override this rule if you call or visit us, but can only be done 90 minutes before a film's start time and is down to staff discretion.
Q. Who are your different film ticket types for?
A. Children = any person under the age of 18
Student = any person 18+ with valid student ID
Adult = any person between the ages 18 - 59
Senior = any person age 60 or over
Q. Do children under a certain age go free?
A. Children between the ages of 0 and 3 can attend films for free providing they sit on the lap of a parent/guardian. Children between these ages who wish to sit in their own seat, must have a paid for ticket.
Q. Can I bring my own drinks and snacks to The Regal?
A. No, consumption of food and drink bought outside of The Regal is not permitted within the venue with the exception of bottled water. We have a fantastic range of drinks and snacks available at our Box Office and delicious hot and cold meals at our new café bar - The 1936. If you have an allergy or specific dietary requirement which prevents you from purchasing good from us and you'd like to bring your own snacks, please use our contact form to inform us in advance.
Q. Can I swap seats?
A. In advance:
We can swap your seats for others within the same screening/performance in advance of the film/show taking place. An amendment fee will be incurred; for 1 - 2 tickets = £2 per ticket and for 3+ tickets = single £6 fee.
On the day:
When you arrive to watch your film or show and the seats you feel the seats you selected won't give you the best experience, speak to a member of staff at the box office and if there are others available, we'll move you free of charge.
Please do not move seats unless you have spoken to a member of staff and they have permitted you to do so. This can result in sitting in seats that are booked by other customers, in which case you will be asked to return to your allocated seats.
Q. How do I get to the venue?
A. The Regal can be reached on foot, by car or by public transport. Stowmarket Train Station is just a 9 minute walk away and the Ipswich Reds 88 bus service stops just 150 metres from the venue.
Q. Is there parking available at The Regal?
A. We do not have our own car park. However we are situated directly next to Ipswich Street Car Park which has a limited number of spaces including disabled bays. Other car parks nearby include Milton Road (outside B&M) and the Meadow Centre (outside ASDA). For more information regarding the aforementioned car parks, including ticketing hours and tariffs, please click the links provided.
Q. Can I visit The 1936 Café Bar if I'm not seeing a film?
A. Yes! The 1936 is open to all, you don't have to be watching a film to use the Café/Bar.
Q. What happens if I'm late to my film/show?
A. If you've purchased your ticket in advance, we will always allow admittance, even if you're running late. However, tickets are removed from sale 10 minutes into a film's run time, therefore if you haven't purchased your ticket in advance, you will be unable to gain entry after this time.
Q. I want to eat in The 1936 before my film, how much time should I allow?
A. We would love for you to enjoy a bite to eat in our new Café Bar before your film. To ensure you have enough time to enjoy your meal, we suggest you arrive 30 minutes before your film is due to start. Café drinks can be transferred from glasses to plastic cups if you wish to take them into your film screening. Food from The 1936 is not permitted in the auditoriums with the exception of cake and ice creams.
Q. Do you send film/show updates via email?
A. Yes. We send weekly newsletters out to our subscribers. Our newsletters contain film times for that week, information on upcoming event cinema and live shows and the occasional special offer or update! Click here to create an account and sign up to receive our weekly newsletter by selecting "yes" to "I Would Like to Receive Information by Email".
Q. Why are some seats unavailable to book?
A. Seats that are unavailable to book may have already be sold, or they may be blocked from sale for repairs or cleaning. Some seats are blocked from sale to allow disabled customers the opportunity to bring an essential companion or carer with them.
Q. Will there be booster seats available?
A. The Regal has a limited number of booster seats for customer use, these are available on a first come, first served basis. We ask that you return the booster seats to their rack in the foyer after your film has finished, thank you.
Q. Can I take photographs during the film/show?
A. Taking photographs or recordings of any description is strictly prohibited within a film screening. Photography and/or videography at some live shows may be permitted but permission to do so will operate on a show by show basis.
Q. Do your films/shows have intervals?
A. Regular film screenings do not have intervals. Event cinema and live shows may have intervals, this is decided on an show by show basis.
Q. Do your films/show have merchandise for sale?
A. On occasion we may have merchandise available for our films, event cinema and live shows. This is decided on a film by film/show by show basis.
Q. Can I smoke inside the venue?
A. No - smoking, including e-cigarettes and vapes is strictly prohibited within The Regal. Customers can smoke outside, cigarette bins are provided.
Q. Can I sing/dance during a live show?
A. This is decided on a film by film/show by show basis.
Q. Do your live shows use strobe lighting/smoke machines?
A. Some live shows may feature special effects including strobe lighting and smoke machines. Please contact us at regal@stowmarket.org to enquire about any shows you're interested in.
Q. What do the different film classifications mean?
A. Below are the official BBFC age ratings for films shown in the UK.
If our FAQ's haven't answered your question or you'd like more information on one of the above topics, get in touch by calling 01449 612825 or email regal@stowmarket.org.
