Where are my tickets?

This varies from event to event because we don't always get the tickets into our office until nearer the date of the show.

However, you will always be notified by email as soon as your tickets have been dispatched. If you haven't received your tickets 5 days prior to the event, please contact us.

Can I have a refund?

Tickets purchased are strictly non-transferable and non-refundable. We can only offer a refund with permission from the event organisers.

If you have purchased Ticketplan Refund Protection you can apply for a refund on their website

I haven't received a confirmation email?

You can resend your order confirmation email by using the order tracker or logging into your account if you have one.

If you don't have the details of your order to hand, we can email you a list of all your outstanding orders.

Is my event still going ahead?

Check the event page on our website to view the most up to date information.

If an event is rescheduled we will email you at the address you gave us when you made your order with up to date information.


Contact Us

1. Before getting in touch:

You can check the status of your order, change your delivery address & resend your order confirmation email online. To do this please either use the order tracker or login to your account (if you set one up when purchasing tickets).

Track Order Login to my account Resend Order Reminder

2. Read our FAQs

Before getting in touch, please take a look at our FAQs. Many of the questions we get asked most often, for example about ticket delivery and box office collections, are covered there.

View our FAQs

If you have a query about an order dispatched via our courier company, please click here for further information.

3. Still need to get in touch?

Please allow 3 working days for your request to be answered. As a ticket agency we can only help with enquires related to your tickets - Any other information can be found on the event or venue website.

You will always be notified by email as soon as your tickets have been dispatched. If you haven't received your tickets 10 days prior to the event, please get in touch.


How can I track a past or current order?

You can check the status of your order, change your delivery address & resend your order confirmation email online. To do this please either use the order tracker or login to your account(if you set one up when purchasing tickets).

I haven't received my confirmation email / I need to resend my confirmation email

You can resend your order confirmation email by using the order tracker or logging into your account if you have one. If you don't have the details of your order to hand, we can email you a list of all your outstanding orders. Please be sure to check your junk spam folder if you do not receive an email.

Who delivers my tickets?

Tickets are delivered via Royal Mail standard post. If the tickets you are buying are irreplaceable, we will send your tickets out using a secure and insured delivery service. In these circumstances we use either Royal Mail Special Delivery or DX Secure. The cost for using these signed for services is higher than standard delivery and is set by the delivery companies not ourselves. This higher cost will be reflected in your delivery charge.

How do I collect my tickets at the venue?

Box Office Collection means that your tickets will be waiting for you at the venue, usually an hour or so before the show starts. You will need to take the card you booked with, your reference number and valid ID (passport/drivers license) when you pick your tickets up.

What payment methods do you accept?

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

We do not accept cash, cheque or Paypal payments.

Can I have a refund?

Tickets purchased are strictly non-transferable and non-refundable. We can only offer a refund with permission from the event organisers.

If you have purchased Ticketplan Refund Protection you can apply for a refund on their website

I haven't received my refund yet?

Refunds can take anywhere between 14 - 28 days depending who you bank with.

What if my tickets are lost, stolen, damaged or abducted by aliens?

Unfortunately, rules from venues or promoters mean that some tickets cannot be replaced. Always keep your tickets safe, after all they are essentially cold hard cash. Be aware that tickets are often printed on heat sensitive paper for security reasons, 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. 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 need to update my email address / shipping address / card details

You can change these details in your account by clicking here

How many installments do I have left?

You can check these details in your account by clicking here and selecting the relevant order

Can I sell my tickets?

We can direct you to our affillate Twickets, through them you can sell on your tickets at face value.

I've found a bug on your website, 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 fix it. Please email it@gigantic.com and give us as much detail as you can.

Information that will help us fix bugs includes...

Whether you are using a PC, a Mac or something else

Your operating system i.e. Windows, iOS, Android etc.

Your browser type and version i.e. Internet Explorer, Chrome, Firefox etc.

If you can send us a screen shot of the bug that would be great!

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

Before getting in touch

Please take a look at our FAQs. Many of the questions we get asked most often, for example about ticket delivery and box office collections, are covered there.

I am running an event and need to sell tickets, can you help?

Of course! At Gigantic we offer a number of services including box office solutions, website design and entry mangement. Click here to learn more about how we can work together!

Where can I download my tickets?

You can download your tickets by logging into your account or resending your confirmation email.

I can't download my tickets?

If you are receiving an error message on download it is becasue the event organisers haven't released the tickets for download yet. Please don't contact us unless your event is in less than 3 days.

What is a booking fee?

A booking fee is an additional charge on top of the face value of the ticket that makes everything happen. We know no one likes a booking fee, but sadly they are necessary and as a rule Gigantic do always negotiate with venues and promoters to provide the lowest booking fees possible.

Booking fees pay for Gigantic to offer a 7 days a week, 24 hours a day booking service, labour costs, dealing with any order issues, keeping the website and mobile site running smoothly, developing the technology to make the order process as easy and efficient as possible, and ensuring you never need to queue up at a venue Box Office to buy tickets.

Why isn't the booking fee refunded?

Unfortunately the booking fees have to be retained because there are still labour, admin and banking charges incurred even when a show has been cancelled.

It is stated in the terms and conditions which you agree to on the point of purchase: "If the event is cancelled, or the date is changed after you have booked, we will be more than happy to arrange a face value refund for you. Please note that this face value refund will NOT include your booking fee."

Fill in this form to contact customer service:

Please double check you have provided us with the correct email address.







 




Customer Service Opening Times

Please note that as we are an online box office, we don't take ticket orders by phone, through the mail, or at our office.
Monday: 9am - 5:30pm
Tuesday: 9am - 5:30pm
Wednesday: 9am - 5:30pm
Thursday: 9am - 5:30pm
Friday: 9am - 5:30pm
Saturday: Closed
Sunday: Closed

(Bank Holidays: Closed)