FAQ
The lobby and theater seating are scheduled to open one hour prior to the performance.
The main performance is scheduled to last approximately 60 minutes (no intermission), including both the Performance Part and the Live Part.
The Greeting Session is expected to last about 30 minutes.
If you arrive after the performance has started, our staff will guide you to your seat in due course. Please follow their instructions when entering the theater.
Please note that due to staging requirements, there may be certain periods during the performance when you cannot be guided to your seat. We appreciate your understanding.
We kindly ask for your cooperation in being mindful of those around you to ensure an enjoyable experience for all guests.
Photography in the Lobby
- Photos and video recording are permitted.
- Recording is permitted only on mobile devices such as smartphones. The use of professional equipment (e.g., action cameras, DSLR cameras, mirrorless/digital cameras, etc.) is strictly prohibited.
Photography and Recording Inside the Theater Seating Area
- Photos and video recording are permitted ONLY before the show, after the show, and during the “Live Part.”
Recording is permitted only on mobile devices such as smartphones. The use of professional equipment (e.g., action cameras, DSLR cameras, mirrorless/digital cameras, etc.) is strictly prohibited. - The use of tripods, selfie sticks, and gimbals is strictly prohibited. When filming, please be careful not to hold your mobile device above head height or extend it into the aisles.
- The use of cameras, mobile phones, or other devices for photography, video recording, or audio recording outside of the designated permitted times is strictly prohibited. If discovered, you may be asked to leave the theater at the discretion of the staff.
Re-entry is not permitted. We appreciate your understanding.
For guests who purchased tickets through the official ticket site or various OTAs (Online Travel Agencies)
Tickets for this performance will be issued as “Ticket-less Q” electronic tickets (QR codes). Please access the URL provided in your booking confirmation email or visit your purchase history page to obtain your QR code. On the day of the event, please scan the QR code at the designated terminal to enter.
Please note that the QR code can be displayed on iOS 15 or later (latest Safari) or Android 10 or later (latest Google Chrome). Please check your device’s software version in advance. Alternatively, you may print out the QR code at home and bring it with you.
For guests who purchased tickets through e-plus, Ticket Pia, Lawson Ticket, or Confetti
Please issue your paper ticket in advance at the designated convenience store and present it to the staff at the entrance.
For guests who purchased tickets through TKTS
Please present your “1st Floor Seat Random Assignment Voucher” (1階席おまかせ当日引換券) at the ticket counter. You will receive your reserved seat ticket and drink voucher in exchange.
For guests who purchased tickets through JRE MALL Ticket
Please present the ticket (QR code) displayed on your My Page at the ticket counter. You will receive your reserved seat ticket and drink voucher.
Day-of-performance tickets can be purchased through the Official Ticket site and select ticket agencies. As long as seats are available, you may purchase tickets even after the performance has started.
※Please be sure to check that you have your ticket with you before heading to the venue.※
Admission will not be granted to anyone who does not have a ticket, regardless of the reason, including loss or theft.
To avoid forgetting your ticket or mistaking the performance date and time, please check your ticket carefully in advance and ensure you bring it with you to the venue.
- Please ensure that tickets are purchased only through authorized sales channels (the event organizer, official ticketing agencies authorized by the organizer, official fan clubs, etc.).
- The transfer, resale, or purchase of tickets and seat numbers, as well as any attempts to do so, are strictly prohibited. In such cases, the rights associated with the ticket will be rendered null and void.
- The validity of any tickets purchased through non-authorized channels is not guaranteed. Please be advised that resold tickets or seat numbers will be rendered void, and holders may be refused entry to the venue.
- Furthermore, if any fraudulent activity regarding tickets or seat numbers—such as resale for profit—is discovered or suspected, we may conduct an identity check. Please be sure to bring a valid form of identification with you to the venue.
- To ensure smooth guidance to your seat, please contact us via our inquiry page at least one week before your visit after purchasing your ticket. Please note that a ticket is also required for any accompanying person.
- When contacting us, please ensure you include the following information: “Name of the attendee,” “Emergency contact number reachable during the day,” “Date and time of the performance,” “Seat number,” “Specific details of the assistance requested,” and “(For wheelchair users) Whether you are able to move to a theater seat or if you prefer to remain in your wheelchair.”
- Assistive tablets for viewing are available for rent to customers with hearing impairments (Japanese language only). You can use the tablet device to view dialogue and other textual information at your own pace during the performance.
- If you wish to use this service, please be sure to contact us via the inquiry form below at least one week before the performance.
※Please present your physical disability certificate (Shogaisha Techo) when borrowing the device.
※To prevent any misunderstandings, our staff will inform the passengers seated near you about your use of the tablet device.
※Taking photographs, copying, or reproducing the textual information displayed on the screen is strictly prohibited.
※On the day of the performance, we will explain how to use the device. Please arrive at the venue at least 20 minutes before the start of the show.
※Please note that the number of tablets available for rent is limited.
- In this performance, the production includes scenes that utilize the aisles between audience seats. To avoid obstructing the movement of performers and staff, bringing large luggage into the seating area is prohibited. If you have an umbrella, please ensure it does not protrude into the aisle. Additionally, to prevent the risk of slipping due to wet floors, please use an umbrella bag.
- There are no cloakrooms or coin lockers available inside the theater to store your belongings. We kindly ask you to use coin lockers located at public transportation stations or other nearby facilities in advance.
- Each seat is equipped with a luggage basket (approximately D35cm x W27cm x H22cm). Please feel free to use it.
- The cloakrooms inside the Shinagawa Prince Hotel are available for staying guests only.
- We do not accept stand flowers or flower arrangements. Please be aware that if flowers are delivered to the theater, we will have to refuse them.
- We will not be accepting any presents or letters for the cast and staff.
Benefits vary depending on the seat. Please check the Special page for details regarding the benefits.
Click here for details on seat benefits
Regarding original goods for Premium seat and Premium seat (sofa)
- Luna Cut-Out Baumkuchen (Plain) and the Pretty Guardian Sailor Moon OFFICIAL FANLIGHT Acrylic Keyring will be provided at the time of entry on the day of the performance.
- Please present your QR code or ticket showing your seat number at the reception desk.
- Please note that we cannot provide benefits by mail or other means at a later date.
Please be sure to check the original goods yourself at the venue.
In the unlikely event of a defect, please speak to a staff member before leaving the venue.
Regarding original goods for Class S seat
- Luna Cut-Out Baumkuchen (Plain) will be provided at the time of entry on the day of the performance.
- Please present your QR code or ticket showing your seat number at the reception desk.
- Please note that we cannot provide benefits by mail or other means at a later date.
Please be sure to check the original goods yourself at the venue.
In the unlikely event of a defect, please speak to a staff member before leaving the venue.
Regarding the Crystal Bottled Drink with Original Goods for Premium seat, Premium seat (sofa), and Class S seat
- A drink ticket will be provided at the time of entry on the day of the performance.
- Please hand your drink ticket to the staff at the drink counter inside the venue to exchange it for the Crystal Bottled Drink with Original Goods.
- Drink exchanges are available during doors-open hours. As the drink counter may become crowded just before the performance starts, please allow plenty of time for the exchange.
- For those who enter after the performance has started, there may be times when you cannot visit the drink counter due to the progress of the show. Please follow the instructions of the staff to exchange your drink.
Please check the Drink page for details.
Click here for details on the Crystal Bottled Drink with Original Goods
- Customers who have purchased a Premium seat or Premium seat (sofa) will receive a wristband upon entry.
- Please present your wristband at the time of the photo session. If you have lost your wristband, we will verify the seat number on your QR code.
- Staff will take your smartphone or mobile phone and use it to take the photo for you.
- You can choose between a group shot with all cast members plus yourself, or a photo of only the cast members.
- Staff will guide each customer one by one for the photo shoot.
Precautions
- Up to two photos will be taken. Operations staff will take the photos for you.
- Contact with the cast members is prohibited.
- You may not bring anything other than official products related to the work for the photo session.
- If you have any questions or notice anything unusual, please inform the operations staff immediately.
- Please note that precautions are subject to addition or change without notice. Information may also be provided on-site on the day of the event.
After the performance, you may take photos of drinks and tables from your seat; however, taking photos of the cast or other customers during the photo session is strictly prohibited.
Staff will verify the seat number on your ticket and guide you, so please remain in your seat after the performance.
Precautions
- Photography of the cast is permitted; however, guests are not allowed to take photos together with the cast. If you wish to take a photo with the cast, please use the photo opportunity included as a benefit of Premium seat or Premium seat (sofa). Please also be mindful not to disturb other guests when taking photos.
- Holding up handmade fans or message boards is prohibited. When participating in the farewell send-off, please keep them stored inside your bag.
- Acts other than high-fives, such as handing over presents, shaking hands, hugging, or asking for autographs, are prohibited.
- The method of guidance for the send-off may change depending on the situation at the venue.
- Please check for announcements on the official social media accounts and follow the in-venue announcements on the day of the event.
During the live performance segment only, you may use support items such as the Pretty Guardian Sailor Moon OFFICIAL FANLIGHT, as well as penlights, ring lights, bangle lights, and glow sticks.
Precautions
- Support items must be within 30cm in height. Please note that items exceeding 30cm are prohibited from being brought into the venue.
- Regarding fans (Uchiwa), you may bring fans with a surface area (excluding the handle) up to 30cm in diameter (30cm x 30cm). There is no limit to the number of fans you can bring, but please hold only one fan at a time while cheering. Please keep any fans not in use inside your bag. If you decorate your fan, please ensure that the decorations do not extend beyond the 30cm diameter surface.
- Including the official Pretty Guardian Sailor Moon OFFICIAL FANLIGHT, you may bring a total of up to five support items per person, such as glow sticks and penlights, provided they are within 30cm in height.
- Please refrain from decorating your items with tinsel or other materials that fall off easily.
- Please refrain from decorating with holograms or other materials that may cause reflections.
- Please refrain from bringing message boards, banners, or similar items.
- Please hold your support items at chest level. Please refrain from raising them above your head or any other actions that may obstruct the view of other customers.
- The use of penlights and support items is prohibited during the performance segment.
Regarding the merchandise sales hours at the theater
- Sales will be available from the time doors open until approximately 30 minutes after the greeting session ends.
- For example, those with tickets for the 11:30 performance can purchase items from the opening time until about 30 minutes after the greeting session concludes.
- For the time being, only customers with a ticket for the corresponding performance on that day may purchase merchandise. Please check your performance time, come to the designated area, and follow the instructions of the staff to make your purchase.
Payment methods
At the theater merchandise counter, we accept cash, credit cards, electronic money, transportation IC cards, and QR code payments.
Regarding cashless payments for theater merchandise
- Credit card payments are accepted as “one-time payment” only.
- Multiple payment methods cannot be combined in a single transaction.
- Electronic money cannot be charged at the venue.
Precautions regarding payment
- Debit cards and prepaid cards cannot be used.
- Depending on the signal strength or how crowded the sales area is, cashless payment services may be suspended. Please understand this in advance.
- Electronic money cannot be used in combination with cash.
Precautions regarding merchandise sales
- Please note that customers who do not have a ticket for the corresponding performance on the day cannot use the merchandise counter.
- When purchasing performance merchandise, please ensure you use a shopping basket regardless of the number of items you are buying.
- Please refrain from trading items within the theater or in areas where it may obstruct sales or foot traffic.
- Depending on the situation, the start time of sales may vary, or sales may be temporarily suspended within the scheduled hours. We will close the booth at the scheduled end time, and the line may be cut off accordingly.
- The end time is subject to change depending on the situation.
- Waiting overnight is strictly prohibited. Please arrive at the venue in time for the start of sales.
- Staff will inform you when it is time to form a line for merchandise purchases. Forming your own line before being instructed by staff is prohibited.
- Depending on the situation, the waiting line may be located outdoors. Please prepare rain gear in case of sudden changes in weather.
- Plastic shopping bags are not provided. Please bring your own if necessary. Shopper bags are also available for purchase at the merchandise counter.
- Due to the nature of the products, there may be slight variations in color; however, these are not considered defective.
- If you find a defect in a product, please speak to a staff member on the day of purchase. Please note that we cannot accept any returns, exchanges, or refunds after the date of purchase.
- Please be aware that the receipt from your purchase is required to exchange defective items.
- Please note that purchase limits may be set for performance merchandise.
- The product lineup may change on the day of the performance. Please check the available items at the theater.
- To prevent accidents and confusion, additional restrictions may be implemented even during sales hours.
- Some products will no longer be available for sale once they are out of stock. Please understand this in advance.
Regarding purchase limits for performance merchandise
For the time being, purchase limits will be applied to the following items.
Up to 1 item of each type per person
- Acrylic Stand (10 types in total)
- Shopper (1 type in total)
- Clear File Set of 3 (1 type in total)
Up to 5 items per person
- Pretty Guardian Sailor Moon OFFICIAL FANLIGHT
Drink tickets for “Shining Cocktails” and “Soft Drinks” will be sold at the drink ticket purchase counter.
Shining Cocktails contain alcohol. We require all customers wishing to purchase them to present identification for age verification.
Payment methods
At the theater beverage counter, we accept cash, credit cards, electronic money, transportation IC cards, and QR code payments.
Regarding cashless payments for theater beverage sales
- Credit card payments are accepted as “one-time payment” only.
- Multiple payment methods cannot be combined in a single transaction.
- Electronic money cannot be charged at the venue.
Precautions
- Crystal Bottle Drink with Original Goods and Luna Cut-Out Baumkuchen are not sold at the drink ticket purchase counter.
- Regarding additional options (Crystal Bottle Drink with Original Goods), purchases are limited to one set per person for the same performance date and time, and can be bought up to two days before the performance. Please also note that we may limit the types of drinks available for the additional option only.
- We ask for your cooperation in purchasing only the amount of drinks you can carry yourself.
- Please leave empty bottles on the table when you depart.
- If you take your bottle home, please refrain from disposing of it in the surrounding neighborhood.
- If you have any questions, please feel free to ask a staff member.
*Please read*
- Photography, video recording, or audio recording using cameras or mobile phones inside the theater is strictly prohibited during the performance, except during permitted times. These acts are also prohibited by law.
- Please be sure to sit in your assigned seat. Please refrain from changing seats.
- During the performance, private conversation, talking loudly, calling out performers’ names, and any other acts that disturb others’ viewing experience are strictly prohibited.
- Please refrain from leaning forward, leaning out of your seat, or any other excessive behavior that obstructs the view of surrounding audience members.
- There will be staging that utilizes the aisles in the theater. Please refrain from touching the cast members passing nearby or demanding excessive fan service.
- When taking commemorative photos in the lobby or other areas, please do not occupy the same spot for a long time and share the space with others.
- You may bring stuffed toys, but they are not considered cheering items. Please keep them in your bag or under your seat during the performance and be mindful not to disturb other guests.
- Please refrain from entering the seating area wearing cosplay costumes or wigs (except for children of elementary school age or younger). However, regular clothes such as sailor suits or school uniform-style attire are permitted.
- Please refrain from wearing tall hairstyles or large hair accessories, as they may obstruct the view of guests behind you. We appreciate your understanding and cooperation.
- If you do not follow the above instructions, we may be forced to interrupt the performance or ask you to leave the theater.
- Please do not touch the decorations inside the theater.
- Video and photography are permitted in the theater lobby, but we ask for your consideration to avoid disturbing other guests.
- Please turn off your mobile phones, smartphones, alarms, and any other devices that produce sound or vibration, or set them to airplane mode before the performance starts.
- The theater does not provide rentals for seat cushions or blankets. Please prepare your own if necessary. If you wish to use a seat cushion, please be mindful of the guests behind you regarding the seating height.
- Minors must obtain consent from a guardian before visiting. Also, please note that evening performances end late, so please be mindful of your return travel time.
- Please refrain from consuming food or drinks other than those sold inside the theater.
- Bringing handmade or fan-made merchandise into the theater is strictly prohibited.
- Bringing the following items into the theater is prohibited:
Dangerous goods (flammable, explosive, or toxic substances), knives/lighters, flags/flagpoles, sparklers (cold fireworks), pets, alcoholic beverages, drones/jammers (interference devices), large suitcases, laser pointers, professional photography equipment (action cameras, DSLRs, digital cameras, etc.), gimbals, tripods, selfie sticks, etc. - Performance content may change or the performance itself may be modified or cancelled depending on on-site conditions. In such cases, please check official announcements for information regarding our response.
- Even in the event of natural disasters or related transportation issues, refunds will not be provided if the performance takes place, except in cases where the performance is cancelled.
- Cast members may change due to unavoidable circumstances. Regarding our response to such changes, please check the official announcements. We appreciate your understanding.
- Acts such as waiting for cast members or related personnel to arrive or depart, lying in wait, following them, or taking unauthorized photos are strictly prohibited.
Regardless of the above, individuals who engage in disruptive behavior may be barred from entering the performance. Thank you for your understanding.
We appreciate your cooperation so that the cast can perform in their best condition.
The entire cast and staff look forward to seeing you.