Apart from "can you get me tickets for [insert name of long sold out gig here]?", these are the things we get asked most often. If you've got a problem or a question we haven't covered here, please email customerservices@gigantic.com and we'll put our thinking heads on.

How can I tell if my booking went through OK?

You'll get on screen confirmation with a unique reference number. We will also send a confirmation email to the address you provide. This is pretty much instant. If you don't receive your email, please see below...

I haven't received my confirmation email?

It happens sometimes. The major ISPs (Internet Service Providers), and web-based email providers such as hotmail, work very hard to save us all from torrents of spam. Unfortunately this means that they don't always handle legitimate, automated emails correctly. If you don't see your confirmation email in your inbox, first check that it hasn't been filtered into a spam or junk email folder. If it has, you can usually tell your email client not to do it again! Take a look at our guide to adding Gigantic to your safe-senders list to ensure we don't get filtered into your junk mail.

If you can't see it anywhere after about an hour, please let us know, quoting the reference number from your on screen confirmation. We can easily resend your confirmation so that it will come through to you.

Why is my order not going through?

If after entering your details and clicking "Buy Tickets" you are returned to the order form, scroll down to see what has happened. You may have just missed something out or entered it incorrectly. There is no need to start your booking again from scratch, just check all the details you have entered carefully, then submit your order again. We have compiled a check list below of the most common reasons why orders fail, in most cases it will be for one of the reasons below.

• The address you provide MUST be the address that your CARD is registered to (ie the address where statements are sent), including the full postcode where applicable. If you have recently moved, or are a student with a term time and home address, please consider where the card itself is currently registered.
• If you have a UK postcode beginning "CR0" or ending "0XX", please note that the "0" in either case should be entered as a zero, rather than the letter "O".
• If your order is being rejected on postcode, please DON'T submit the same postcode over and over again - this won't work! You will need to contact your card issuer to ensure that they have your postcode recorded correctly. Sometimes card issuers hold incorrect or out of date details (20 years out of date is the record so far).
• If your card has a start date or valid from date, or an issue number, please enter these as they are required for some types of card.
• If you are using a wheel mouse, please check that the expiry date and start date are correct before you click the button, as these can inadvertently be altered when scrolling down with the wheel.
• Please double check the CVS number (the last 3 digits from the signature strip on the back). This is typically changed when a new card is issued, so if you have recently received a new card please check that you are entering the correct number.

If you are still having problems and can't see why, please contact us and we will try to help.

When will I get my tickets?

This varies from event to event. We don't always get the tickets into our office until quite close to the show. If you haven't received your tickets 10 days prior to the event, please read on to the next answer.

What if I don't have my tickets, and it's less than 10 days to the event?

Firstly, are you sure your tickets are being posted? It may be that your order is a Box Office Collection - you can check this on your confirmation email.

If your tickets are being posted and you haven't received them 10 days prior to the event, please contact us with your reference number and we will chase it up for you. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least two working days before the show, so that we can contact all the parties involved on your behalf.

What if my tickets are lost, stolen, damaged or subject to some other calamity?

Before answering that, a gentle reminder to always treat tickets as you would cash. Unfortunately, venue or promoter rules mean that some tickets just can't be replaced. Oh - and tickets are often printed on heat sensitive paper, so please be careful where you leave them!

If the worst has happened, please contact us, quoting your reference number. If it's possible, we will make alternative arrangements to get you into the event, which usually means duplicate tickets being made available at the venue. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least two working days before the show, so that we can contact all the parties involved on your behalf.

I want to book for something this week! Will you post my tickets?

If it's too late to get tickets to you by post, for most events we can offer Box Office Collection (see below).

I live outside the UK. Will you post my tickets?

Wherever possible, we arrange Box Office Collection for our customers from outside the UK.

How do I contact Gigantic customer services?

The best way is by email, customerservices@gigantic.com. Or see our contact page.

How do I collect my tickets at the venue? Can someone else pick them up for me?

Box Office Collection means tickets will be waiting for you at the venue, usually an hour or so before the show starts. Sorry but for security, tickets can only be issued to the card holder, and you will need to take the card you booked with and your reference number when you pick your tickets up.

What should I include in a 'letter of authorisation'?

If you have been told by us that you will need to take a letter of authorisation with you to a show to collect your tickets, you will need to bring with you a formal letter of authorisation from the card holder and some ID. This formal letter should look like this:

Your Address
Sometown
EX4 MPLE

13 February 2012

To whom it may concern,

I, [your name], authorise [their name] to collect the [event name] tickets on my behalf.

The confirmation number is [reference number], the last four digits of my card number are [last 4 digits], the issue number is [issue number] and the order was placed on [order date].

Yours faithfully,

[sign here]

[your name]

This is a legal document designed to protect you from fraudulent use of your card, therefore, a poorly scribbled note on a scrap of paper will not suffice. TICKETS WILL NOT BE RELEASED TO YOU WITHOUT THIS. A letter of authorisation is only applicable if we have instructed you to that it is necessary.

How do I get my tickets sent to a new or different address?

We've thought of that, it's one for customerservices@gigantic.com. If you are moving, please let us know.

I have been sent the wrong tickets or the wrong number of tickets.

D'oh! Please always check your tickets as soon as they arrive so we can try to sort out any problems. If anything seems to be wrong, please contact customerservices@gigantic.com straight away.

What are your terms and conditions? Can I see them?

Yes, they're all here.

What credit or debit cards do you accept?

We take Visa, Visa Debit, Electron, MasterCard, Maestro, Solo, JCB and American Express cards. Sorry, we don't do Diners.

Can I pay by any other method?

Sorry, we can't take cash or cheque payments.

How will my booking show up on my statement?

Unfortunately we don't get much space on your statement, this is how it appears:

Gigantic.com tkts
0115 9597908

Why do you charge a booking fee?

Contrary to popular belief, in general a ticket agent doesn't take a "cut" of the face value. This is what we pay for the ticket. The booking fee is what we charge to make it all happen: processing your order, sorting out any problems, keeping the website fired up, the whole nine yards.

What do Gigantic do to combat fraud?

Obviously we're not going to give away all the details here! Suffice to say that we are using state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to confirm that they have authorised a ticket purchase. Please don't be offended if this happens.

Is your site secure?

Yes, we use 128-bit SSL encryption, the highest standard in common use. We use a thawte Digital Certificate, and our order form carries the thawte Trusted Site Seal, which you can click on for visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the Web.

I've never heard of Gigantic. Are you a proper ticket agency?

Yes we are. We launched in April 2007, since which time we've had the pleasure of getting tens of thousands of you into gigs up and down the country. We work with many of the big promoters and venues, as well as providing ticketing services to household names such as AOL, Absolute Radio and the Co-operative.

All our tickets are sourced directly from promoters and venues. We are not an auction site, and you won't find us selling tickets at ten times their face value. Check out our contact us page, and you'll see that we don't hide behind a PO Box number or a non-geographic phone number, and all our company and VAT registration details are there.

How come you still have tickets when they are sold out elsewhere?

It's not unusual for different vendors to sell out at different times. This means that sometimes we will have tickets available that are sold out elsewhere. If this is the case, it's usually a good idea to book without delay. Chances are there will be other people looking for the same tickets, and they may be the last we have.

I've found a bug, what should I do?

Please tell us! We've tested our site using the most common platforms and browsers, but there are so many different combinations out there it's impossible to test them all. If you spot something that's not working properly, or just looks plain odd, let us know so we can try to fix it. Please email it@gigantic.com and give us as much detail as you can. Information that will help us (if you know it) includes...

• whether you are on a PC, a Mac or something else
• your operating system
• your browser type and version

If you can send us a screen shot all the better!

We really appreciate your input in helping to make the site better for everyone.