Here are answers to some frequently asked questions.

What name will be displayed on my bank statement?

Your card will be debited against the merchant name: CEC Box Office

When will I get my tickets?

Tickets are usually posted to you 2nd class within three days of making your booking. If you still haven’t received them 14 days after booking, or by the date of your event, contact the box office on 0131 228 1155. Unless you’ve booked standing tickets, which will be sent by tracked delivery two weeks before your event.
Bookings made seven days or less before the event will not be posted out — we would recommend selecting the ‘e-ticket’ option in this case.  Alternatively, you can collect tickets from the box office on the evening, at least 30 minutes before the start time. 

If you have purchased standing tickets, they will be sent out to you 10 days prior to the concert taking place by recorded delivery. As they are sent recorded delivery you will need to sign for the tickets upon receipt. 

We do not send post outside of the UK. If you have selected the postal option and live outside of the UK, your tickets will be automatically updated to be collected from the box office. 


What does the 'Doors' time mean?

For some concerts the promoter only provides a ‘doors open’ time — so for example ‘Doors 7pm’ means the doors open at that time. It’s not the start time of the concert. Quite often we don’t know that time until the day of the event. If you’d like an estimated start time for the support acts and main performer, call the box office on 0131 228 1155 on the day, or check the website/social media for updates. 

How long do concerts last?

We only know the running order and timings of the concert once the performers have arrived to set up. If you need to know an approximate end time it’s best to call the box office after 2pm on the day of your event, or check the website/social media for updates. 

Are concession tickets available?

Concession and group discounts are at the discretion of event promoters, so they may only be available on selected events. Check the web page or call the box office on 0131 228 1155 to find out more. 

Do you charge booking fees?

Booking fees help promoters or companies staging their productions to cover the box office service charge on all ticket purchases. The charge helps us reach the financial targets set by The City of Edinburgh Council, which pay for the counter, phone and online services we provide.  For some events that charge is incorporated into the ticket price. For others, it is treated as a separate booking fee.  We also charge a non-refundable transaction fee of £1.50 for telephone and online bookings. All booking and service charges are transparent in our publicity and on our website. 

Is there a lost property service? 

If you think you’ve left or lost something at the Usher Hall, please call 0131 228 1155. Alternatively, you can email the front of house team. We keep all non-valuable items for one week before donating them to charity. Valuables are securely stored and kept until claimed.