Box Office upgrade and Calderstones Membership FAQs

We now have launched our brand booking system so you might spot that some things are a little different now. These handy FAQs should help you with any questions that you might have. 

Will I need to set up a new booking account and/or reset my password?
Yes. Your login information is private, and we do not store this anywhere. When you make a booking for the first time on our new system, you will be required to create a new account and password. This process will be quick and easy. If you experience any issues, please contact us tickets@thereader.org.uk

I’ve already bought tickets for an upcoming event, what happens to them?
All existing e-confirmations and tickets will still be valid for use.

Once you’ve logged into the new box office, you will see an area called My Orders. Any bookings made before 6 November will not be available to view here, but if you have lost your confirmation email, don’t worry – we can send you a new one! Just let us know by emailing tickets@thereader.org.uk.

All bookings made after 6 November will be available for you to see in the My Orders area.

Is the new system going to look different?
It will look different and should prove to be easier to navigate and more reliable. As with any system though, we understand that there may be some things that may take some getting used to – just drop us an email at tickets@thereader.org.uk if you’re having any trouble. We want to make your booking process as easy as possible, so all feedback is welcome.

Are there any other changes I need to know about?
You will no longer be able to book using the Guest Checkout function and will now need to log into your customer account to make a booking. This is to make it easier to help you if you lose a ticket, and to ensure that we can let you know if there are ever any changes to an event.  

The Calderstones Card is also changing, and a new Membership scheme will launch on 3 December. All existing Calderstones Card holders will receive an email about this on Friday 1 November, if you haven’t received this, please contact us at tickets@thereader.org.uk.

Who do I contact for more information or help?

If your query cannot be answered from the FAQs, please email tickets@thereader.org.uk and a member of the team will respond as soon as they can.  

Calderstones Card change to Calderstones Membership
Customer FAQs 

The Calderstones Membership is a NEW scheme being launched on Tuesday 3 December 2024. This will replace the existing Calderstones Card.  

Why is it changing?
As a charity, it’s important that we regularly review our Memberships and benefit schemes to ensure that the range of ways you can support our work continue to be viable and beneficial to both our community and to our charitable work.

We also surveyed existing Calderstones Card holders earlier this year to ask them about their thoughts on the scheme. 70% told us they would like us to offer discounts on tickets and 52% told us that they would like priority booking.

The new Calderstones Membership will now better encompass the full range of experiences and offers available at Calderstones and improve the sustainability of the scheme to support the charity.  

It will help us to:
1) build more of a community feel for our Members and help you feel closer to the charitable work of The Reader which your Membership supports.
2) offer additional benefits including ticket discounts and priority booking for popular events.
3) make it easier to join and renew a Membership, and to gift it to someone else. .

What will the Calderstones Membership benefits be? 

• 10% off tickets for events at The Reader (up to 2 tickets, selected events) 

• 10% off tickets for events at The Storybarn (up to 2 tickets, selected events)  

• £3 tickets for Drop-In Storybarn sessions (usual price £3.50, up to 2 tickets)  

• Exclusive priority booking for selected popular events   

• 10% off food and beverages at both of our Cafes (excludes alcohol)  

• 10% off purchases at our Ice Cream Parlour  

• 10% off books purchased at The Reader bookshop 

How much will the Membership cost?
Calderstones Membership is £25 for a year of benefits.

How is this different to Calderstones Card?
The current Calderstones Card costs £20 and offers 20% discount at our cafes and and Ice Cream Parlour and 15% off books at The Reader Bookshop. The discounts will now be 10%, which is more sustainable for the charity.

The current scheme does NOT offer discounts on any event tickets across our site, including the Storybarn. It does not offer any priority booking for popular events such as Holiday Clubs and Mother’s Day meals. It does not offer any discount on any of our pop-up food offerings at Garden Parties, open air events, or Makers Markets.

When will the new Membership launch?
Calderstones Membership launches on Tuesday 3 December.

I have a Calderstones Card, what is happening to this scheme?
Current Calderstones Card holders will be notified of this new scheme one month beforehand and you will receive an email on Friday 1 November (printed letters will also be available onsite at Calderstones). You will all be offered a free upgrade to the new Membership scheme and will be able to access your new benefits from Tuesday 3 December.

What if I don’t want to change to the new Calderstones Membership?
If you do not wish to upgrade to the new Membership, you will be offered a refund instead for the value of the remaining months of your scheme after 31 December 2024. This will be calculated at £1.66 per month.

Can I keep using my Calderstones Card?
When you upgrade to Calderstones Membership, you will be able to access your new benefits straight away and your existing Calderstones Card will no longer be valid. If you chose not to upgrade, you can still continue to use your Calderstones Card until 31 December 2024. After this, no Calderstones Cards will be valid for use and discounts will only be available to Calderstones Members.

Will Calderstones Membership have a physical Card?
The new Calderstones Membership is a digital first scheme and there will no longer be a physical card. This is because of the cost of providing the cards, administration around lost cards, and reducing unnecessary paper in line with our environmental policies. A digital first scheme also means that you can begin using their benefits immediately rather than waiting for a card to arrive.

How do I use my digital Membership?

If you have a smart phone you can click the "add to wallet" link in your confirmation email. Alternatively, you can show a member of staff your confirmation email. You will need to show this to staff to claim your discount at all sales points

How will I show that I am a Calderstones Member so I can get my discounts?
Once you have bought your Membership, you will immediately receive an eTicket which confirms that you are a Calderstones Member. This can be stored on your phone. When visiting Calderstones, you will be required to show this eTicket in order to receive your discounts.  

All Calderstones Members must have an account on our new box office system. Once you have completed purchasing your Membership and are logged in, your ticket discounts and priority booking opportunities will automatically be available to use online.  

How do I access my discount on selected events?

Once you have received your digital membership, we will follow up with an email to let you know which events are are eligible for your members discount. When you are ready to book, login to your membership account here and select the event you wish to attend.

How do I find out when my Membership expires?

You will be able to either check by logging into your membership account here or it will show in the date section on your digital membership.

What things are excluded from the benefits?
Discounts are not redeemable on private events such as room hire, celebrations, catering and bar sales at private events, Storybarn birthday parties and all other private hire products and services. 

Discounts are not available on alcohol.

Who do I contact if I need more information or help? 

If you have a query that cannot be answered from the FAQs, please direct customers to tickets@thereader.org.uk and a member of the team will respond as soon as they can.