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.
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.
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
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.
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.
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 many of the UKs biggest promoters, festivals and venues, as well as providing ticketing services to household names such as Absolute Radio and Time Out.
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 to provide complete transparency.
Gigantic are also members of STAR (Society of Ticket Agents and Retailers) who are the leading self-regulatory body for the entertainment ticketing industry across the United Kingdom, so you know you are always in safe hands.
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 completely independent when it comes to your ticket purchases, which means you can spend more time enjoying the gigs you love and less time on the blower to customer services.
You will only need to notify Gigantic of changes to your account if changes occur while you are waiting for a ticket order to be dispatched. If you fail to notify us of changes in this instance your tickets will not get sent to your new address and Gigantic will not be held accountable if these tickets go missing.
If you still receive nothing or think you may have entered your email address incorrectly, please contact us
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:
The address you provide MUST be the address that your CARD is registered to (i.e. the address where your card statements are sent to), 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 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 of the card). 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 please contact us.
We don't get given much space on your bank statement, but Gigantic will appear as:
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 your account (if you set one up when purchasing tickets).
Be advised that Gigantic always strive to get your tickets to you as quick as possible, which is why it is a matter of urgency that you update your address or instruct our customer services team to do so as soon as possible. Gigantic cannot be held responsible if your tickets have already been dispatched to you prior to a change of address. In such instances Gigantic may not be able to refund or replace these tickets and we may not be able to make alternate arrangements for you.
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 four working days before the show, so that we can contact all the parties involved on your behalf
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 email@example.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.
Of course! We always recommend you read our Terms & Conditions before purchasing your tickets. You can read our Terms & Conditions by clicking here.
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