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Having served over a million happy customers you can bet we've been asked all sorts of questions over the years, from the fairly normal to the completely bizarre. Here is a helpful list of our most frequently asked questions answered by our customer services team.

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Gigantic gift certificates

Our gift cards are completely customisable. Include whatever balance you'd like, plus a unique and personal message to your chosen recipient. You can...

Can I resell my tickets if I no longer want them?

If you can no longer attend the event, you are welcome to sell your tickets on for face value. We've partnered with Twickets so fans can buy and rese...

Are you a proper ticket agency?

We are indeed! We launched in April 2007 and since then we've had the pleasure of getting over a million of you into the gigs you love. We work with m...

What is a Gigantic account and how do I set one up?

Gigantic account is your own personal and secure login to Gigantic.com to make purchasing tickets quick and easy. You can set up an account by going t...

Do Gigantic store my card details?

Card details are sent directly to our payment processing bank, we get back a unique reference which we can then use to link your account to your card....

Do I need to make Gigantic aware of changes to my account?

Nope, your account can be edited by you at any stage. You can change everything; address, phone number, card details etc. This allows you to be comple...

What is a booking fee and what does it pay for?

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 sad...

How can I tell if my booking was successful?

You'll get a clear on screen confirmation with a unique reference number when your transaction has successfully completed. You will also be instantly...

What credit or debit cards 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....

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...

Can I pay by any other method?

We do not accept cash, cheque or Paypal payments....

How will my booking show up on my bank statement?

This will depend on who is acting as the payment processor for the event. The majority of our events are set up to use Gigantic's payment pro...

What do Gigantic do to combat fraud?

We use state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to co...

Is your site secure?

Yes, we use 256-bit SSL encryption, the highest standard in common use. We use a GeoTrust Digital Certificate, and our order form carries the GeoTrust...

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...

What does my delivery charge pay for?

A delivery charge includes the secure delivery of your tickets to your stated address as well as the physical ticket stock, the printing and packing o...

Do you provide international delivery?

For orders outside of the UK, we will make an international delivery option available where possible. If the tickets are irreplaceable we will insist...

When will my tickets arrive?

Tickets are usually dispatched around 5 days before an event is due to take place. As soon as they arrive in stock from the promoters, we wil...

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

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 ch...

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

If your order has not already been dispatched, you can change your delivery address online. To do so please either use the order tracker or login to y...

I want to book for an event 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....

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

D'oh! Please 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 customers...

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 tak...

Is there a fee for Box Office collections?

Sometimes there is a fee for box office collection, this is to help cover the costs of the administration of arranging the collection and posting tick...

Can I book tickets for someone else to collect?

If the booker's name has been printed on the ticket(s)- the tickets must be collected by the person who is named on the ticket. If the booker's name...

What is a letter of authorisation and how do I write one?

// If someone else is collecting your tickets from the Box Office they will need to provide a letter of authorisation to the Box Office...

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

More often than not a single event will be being sold by numerous ticket agencies who will each have different allocations of tickets for the event....

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...

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 imposs...

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

Of course! We always recommend you read our Terms & Conditions before purchasing your tickets. You can read our Terms & Conditions by clicking...

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 yo...

How long does it take to process a refund?

Please allow 5-7 working days for the funds to appear in your account. For security reasons we are unable to refund to a different card or paym...

How do payment plans work?

Payment Plan allows you to pay for your ticket(s) over a number of instalments. Any booking & delivery fees will be included in the first payment....

What if I miss a payment?

If a payment gets rejected you will be sent an email to inform you. This email contains instructions to change the card on your payment plan should yo...

Can I get a refund on my payment plan?

No, as stated when you place an order all tickets are sold on a strictly non-refundable basis....

Can I pay early?

No, all payments must be made as per the payment plan schedule you agree to upon purchase. ...

Where can I see my payment plan schedule?

By tracking your order, you can view a breakdown of your payment plan schedule....

Can I change my tickets on my payment plan?

No, once an order has been placed, tickets cannot be changed. Take extra care to make sure you only order the tickets you actually want....

What if my card expires?

If you need to change the card attached to your payment plan, please contact customerservices@gigantic.com They can cancel the next pay...

Can I cancel my payment plan?

If you decide you no longer wish to attend the event, you will need to inform us in writing 7 days prior to an upcoming payment date that you wish to...

How do you protect my data? Do you have a privacy policy?

We will only share your data with promoters and artists if you give us permission during the checkout process. You can read ourprivacy po...

I've forgot my booking reference number - How can I find my order?

If you send us an email at customerservices@gigantic.comwith your full address and the last 4 digits of the card you booked with, we will be abl...

How do I change my address on an order?

If you have a Gigantic account, you will be able to change your delivery address there so long as the tickets haven't been disaptched. If you didn't m...

Can you resend me my confirmation email?

Sure! If you have deleted your confirmation email, just get in touch with our customer services team through customerservices@gigantic.com and o...

What is a venue restoration/facility fee and what does it pay for?

Avenue restoration/facility fee is a small charge directly given to the venue to help cover costs....

What is an ARN number?

An ARN number is a reference number all banks use to track payments, please liaise with your bank and they should be able help locate the transa...

I haven't received my refund, what now?

If it has been over 10 working days and no funds have arrived in your account, please double check first that you are checking the right account. You...

How do ticket tiers work?

There is no difference in tiers other than the price. The earlier you book the ticket the lower the tier and cheaper the price!...

How do I delete my account?

Just send us an email on customerservices@gigantic.com and one of the team will close your account for you! This process can take up to 28 days....

How do I download my ticket? Can you resend them?

Once you have made your booking you will receive an email confirmation. Follow the link included in this email and you will be able to download your t...

Why do I have to pay a delivery fee for e-tickets?

There is a small fee charged fore-tickets. This is to help towards the costs of the scanning equipment and the staff scanning the tickets on the...

What is a transaction fee and what does it pay for?

Transaction fees are a one off fee per order that help pay foroperational business costs such as card payment fees....

Do I have to print them out?

No, you don't have to print your tickets out. If you would prefer to show the tickets on your phone, thats fine!...

It says tickets will be available later? When will they be ready?

The tickets will be available to download a lot nearer the time of the event. This is to avoid the resale of tickets through online touts. You...

Why is the QR code spinning?

This is perfectly normal and is asecurity measure to prevent the sale of fake tickes. Screenshots of your mobileticket won't be accepted....

How do I use my ticket?

You simply show the ticket on your phone when you arrive at the venue!...

Why do I have to pay a delivery fee for mobile tickets?

There is sometimes a small fee charged for mobile tickets. This is to help towards the costs of the scanning equipment and the staff scanning the tick...

My tickets aren't appearing in the app?

Please make sure you register with the email used to purchase the tickets before attempting to log in. You can download the app here: ...

My tickets aren't appearing in the app?

We currently don't have any shows on sale that use our Tixseve app.You cantrack your order by clicking here tolocate your tickets....

It says tickets will be available later? When will they be ready?

Mobile tickets will be available to download a lot nearer the time of the event. This is to avoid the resale of tickets through online touts. You wil...

My tickets aren't appearing in the app?

In order to download your mobile tickets, you must download the following app: https://www.theo2.co.uk/visit-us/the-o2-app...

Confirmation email not received?

If you can't see your email confirmation land in your inbox around 10 minutes after making your booking, please double check your junk/spam folder as...

Haven't received your E ticket?

If you can't see your e ticket land in your inbox around 10 minutes after making your booking, please double check your junk/spam folder as they can s...

How to download your roundhouse tickets

All Roundhouse events are now digitally ticketed, including this event. Your tickets for this event will be digitally sent to you directly from...

How to download your tickets

In order to access your AXS mobile ID tickets and more, you must download the following app: https://www.thehallswolverhampton.co.uk/...

Protect your tickets

Gigantic now offer a refund plan option to protect your tickets, please follow the link below: https://www.gigantic.com/ticketplan p...

How do I redeem a gift certificate?

Enter your gift voucher number at the end of the booking processjust before payment. First select your tickets and accept our terms and conditio...

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