Music FAQs

FAQ music music – Frequently Asked Questions music – Frequently Asked Answers

When will I receive my tickets?

It varies from show to show.  We sometimes get tickets into our office as soon as the show goes on sale and at other times we don’t receive them until 10 days before the event.  Because we don’t know when the tickets will come to us from the event organiser or promoter, we are unable to tell you exactly when you will receive your tickets.   The answer will remain the same if you contact us by e-mail or phone – we appreciate that you’re anxious to get your tickets and we aim to send them out as soon as we possibly can.

I still haven’t received my tickets and the event is really soon – what should I do?

If there are more than 5 working days until the event, we’d ask that you please hang on a little longer.    We can’t give you an exact time to expect your tickets but we are still hoping to be able to send them out to you.

If there are less than 5 working days until the event please send us an e-mail using Contact Us – please include your booking reference number as this will help us assist you more efficiently.

If the address you provided at the time of booking was outside the UK, your tickets will not be sent out to you.  Please see How will I receive my tickets? for further details

My friends booked through another agency and they have their tickets already – why don’t I have mine yet?

Some ticket agencies print their own tickets on their own ticket stock which means they can be dispatched as they are printed. We do not currently print our own tickets so all the tickets we send out to our customers, come directly to us from the promoter or organiser of the event. Sometimes the tickets we receive are souvenir tickets and sometimes they are printed on behalf of the promoter by another company. We have no control over when they dispatch these tickets out to us but we aim to have them to you no less than 5 working days before the show at the very latest.  In the event that we have not received them by this stage, we will usually arrange for your tickets to be available for collection at the event.  You will normally receive e-mail advice from us if this is going to be the case with your tickets.  Please see What do I need to do if I have been advised that my tickets will be available for collection at the Box Office? for further information.

How will I receive my tickets?

Tickets will usually be sent out to the address you provided when booking.  A limited amount of tickets for some events will be dispatched by Royal Mail first class post, and occasionally we will send out e-tickets (What are e-tickets?) to your e-mail address but the majority of our tickets are sent out using Royal Mail Special delivery post.  This service is only guaranteed within the UK and so all bookings with postal addresses outside of the UK (including Eire) will be available for collection at the venue box office (unless we specifically advise you otherwise by e-mail).  In some instances box office collection will be the only option available and we will not be posting ticket out.  This will be clearly specified on both the event description page and your e-mail confirmation.  Please see What do I need to do if I have been advised that my tickets will be available for collection at the Box Office? for further information

What is Royal Mail Special Delivery post and why do we use it?

Royal Mail Special delivery means that when we dispatch your tickets to you, the Royal Mail guarantees that you will receive them before 1pm the following day.  In order to receive your tickets, they will need to be signed for by someone at the address provided.  However the Royal Mail do not require this to be the addressee so please bear this in mind when choosing which address to enter in your booking.  Once dispatched we can ‘track and trace’ your tickets so that we can check whether they have been received and in some cases, view the electronic signature of the person who signed for them.

What happens if there is no one to sign for my tickets when the Royal Mail tries to deliver them?

If there is no one available to sign for your tickets when the Royal Mail try to deliver them to you, they will be returned to your local delivery office and held for a period of time.  Your post person should leave a card to advise you how to arrange redelivery or where you can collect the tickets from.  If you’re worried that you haven’t received your tickets, it’s always worth checking with your local delivery office before contacting us.  If your tickets are returned to the delivery office and you fail to collect them or arrange delivery within the period of time set out by the Royal Mail, they will be returned to us, the sender.  In this instance they will not be resent and we will contact you to advise you how to collect your tickets.

I have made a booking but I am moving house – how can I change my address?

If you are moving house, you can change the address that you’d like your tickets to be posted to by sending us an e-mail using Contact Us.  It is not possible to request a change of delivery address once your tickets have been dispatched or less than 14 working days prior to the event.

Please note that it is also not possible to change the name on the booking as tickets are non-transferable.  

I booked my tickets less than 5 working days before the event – will you still post my tickets out to me?

As a rule we won’t send your tickets out at this late stage - we’ll arrange for your tickets to be available for collection at the Box Office. Please see What do I need to do if I have been advised that my tickets will be available for collection at the Box Office? for further information

What do I need to do if I have been advised that my tickets will be available for collection at the Box Office?

If you have been advised that your tickets will be available for collection at the venue Box Office, this usually means that you can collect them on the day of the show from approximately 1 hour prior to the doors opening/show starting but this does vary from venue to venue.  We would advise that you arrive in good time as you may have to queue to collect your tickets.

In order to pick your tickets up, you will need to present a printed copy of your confirmation page or e-mail confirmation and the credit/debit card used to purchase the tickets.  Some venues will require additional photo identification and/or the signature of the cardholder.  Please be aware that if you are unable to provide the venue with adequate proof that you are the intended recipient of the tickets, they may reserve the right to refuse entry.

Can someone else collect the tickets on my behalf?

Only the person named on the booking may collect the tickets at the box office.   In some cases photo identification and/or a signature will be required.  This is to protect you from fraudulent use of your card and to ensure that the tickets are only released to the correct person(s).

I have not received a confirmation e-mail or I have lost or deleted my confirmation e-mail – what should I do?

If you have not received your confirmation e-mail within 4 hours of making a booking or have lost the e-mail, please check your deleted items / 'Junk Mail' folder. Please add to your contacts list as this will allow you to receive your booking confirmation (if you do not do this Junk Mail filters can potentially prevent you from receiving your booking confirmation).

To check if the booking was successfully made or obtain a replacement copy of your confirmation e-mail you can log into your Purchase History, 'View' the relevant booking / order, select 'Forward confirmation e-mail', and your confirmation e-mail should arrive shortly after.

How do I know if my booking was successful? 

Once you hit the Buy Now button in the booking process, the next page should show your order reference number.  This number is unique to your booking and is confirmation that your booking was successful.  In addition to this, you will receive an e-mail confirmation direct to your inbox which will also show your order reference number and should be retained for your records.  If you do not receive an e-mail confirmation within 4 hours to the address provided at the time of booking, and you are unable to access your Purchase History it is possible that your booking was unsuccessful.  Please send us an e-mail using Contact Us and we’ll get back to you to advise whether you need to try and re-book.

I have lost / accidentally discarded my tickets – is there anything I can do?

Unfortunately not – If you have received your tickets from us (which can be verified using track & trace) and then you have lost them or accidentally thrown them away, there is no way that we can replace your tickets.  Even though you can prove that you have purchased the tickets and we will have a record of you purchasing the tickets, there is no way of proving the whereabouts of lost tickets. In order to protect against fraudulent use of tickets we are unable to issue duplicates.  This also helps to prevent multiple secondary sales of tickets. It protects venue and promoter licences and our customer’s health & safety by ensuring that attendances of events are kept within their legal capacities.  We suggest that you look after your tickets carefully and treat them as you would cash because losing a ticket is just like losing a £20 note.

I have received my tickets but they have been stolen or lost by a third party (ie. An airline) Is there anything I can do?

If you have received your tickets from us and then they have been stolen there is usually nothing that can be done for the same reasons that lost tickets can not be replaced.  See I have lost / accidentally discarded my tickets – is there anything I can do?  However depending on the technology that the promoter/venue is using for the event, there are occasionally circumstances where we may be able to help.  You will need to obtain the necessary documentation from the authorities to verify your claim and then you will need to Contact Us via e-mail.  All enquiries will be dealt with on a case by case basis and please be advised that in the majority of cases, stolen tickets cannot be replaced.

My ticket has been damaged or defaced – is there anything I can do?

Most tickets are made up of 2 or more parts – the main body of the ticket and one or more ticket stubs which are perforated and can be torn off.   On these ticket types there will be a matching serial number on all sections.  Some other tickets are just one part but have a serial number and or/barcode on.  If your ticket gets torn, or wet, or burned or crumpled up as long as the barcode and all serial numbers are intact and can be read/haven’t been tampered with, your ticket will be useable.  If you accidentally tear the stub off, providing you keep all the parts of the ticket together and the serial numbers match, your ticket will be useable.  Please note that some ticket types are heat sensitive and will turn black if left near a heat source.  We suggest that you keep your tickets safe and look after them carefully.

Am I able to cancel my booking and get a refund?

Tickets cannot be exchanged, transferred, cancelled or refunded after purchase unless the performance is cancelled or rescheduled.  If a show is cancelled, you will receive a refund automatically.  If a show is rescheduled you will be contacted and given the option of attending the new show or receiving a refund.  In all cases a refund will be for the face value of the tickets plus any per ticket booking fee charged.  Refunds shall only be made to the original purchaser of the tickets and will usually be made using the same method as was used to purchase the tickets.   Unfortunately we are not able to offer refunds if you are unable to attend the show due to any circumstances other than the cancellation or postponement of the show by the artist /promoter or event organiser.

What happens if the promoter / organiser cancels, postpones or reschedules the show?

If the promoter / organiser cancels, postpones or reschedules the show we will make every reasonable effort to notify you as soon as we are advised of the change.  We will contact you using the details provided at the time of booking (usually via e-mail) but cannot guarantee that you will be informed of such cancellation before the date of the event.   In addition to attempting to contact you, we will post details of cancelled /rescheduled shows on the news section of this page.  If a show is cancelled, you will receive a refund automatically.  If a show is rescheduled, you will be contacted and given the option of attending the new show or receiving a refund.  If you choose to attend the new show, you will be advised whether your original tickets are still valid or whether you need to return them to be re-issued.  If you choose to receive a refund and you have already received your tickets, you must notify us of your intention prior to the date of the rescheduled event. You must return your unused tickets to us within a specified timeframe.  You will be issued with a refund once we receive your returned tickets. Our postal address can be found  here.  If you have not yet received your tickets from us, providing you request a refund prior to the rescheduled show and before your tickets are dispatched, we will be able to issue a refund immediately.

What are the terms and conditions of purchase?

Just click here to see our full terms and conditions

Please note that ticket holders may also be subject to the terms and conditions of the venue and the promoter / event organiser.

How do I subscribe / unsubscribe to your mailing list?

To subscribe to our fantastic weekly newsletters which are full of the latest shows on sale as well as competitions and fun things, click here Newsletter

If you are leaving the country or develop a phobia of fun and wish to unsubscribe from our fantastic weekly newsletter, click here Unsubscribe

What credit / debit cards do you accept? accepts Visa, Visa Debit, Mastercard, Solo, Switch, Amex, and Diners.  If you are signed up to an online card verification service with your card provider such as ‘Verify Visa’ you will need to know your password to make your booking online.

Why is there a maximum ticket limit for some shows?

If the promoter/organiser of the show has imposed a maximum ticket limit then you will only be given the option to purchase a limited number of tickets per person/address/credit card.  This is to prevent resale and give more genuine customers the opportunity to buy tickets.  If a maximum ticket limit has been set, we reserve the right to cancel multiple orders made by the same person/credit card/address without notice. 

Can you confirm my seat numbers in advance?

We try to give you as much information as possible at the time of booking and will certainly specify whether your tickets are general admission (standing or free seating) or reserved seats (with pre-allocated seating).  With reserved seating we are currently unable to provide specific seat numbers or seating plans but can usually tell you which area, block or row your seats are in.  We are working towards being able to inform you of exact seat numbers and hoping to offer this function soon.

What are e-tickets?

Some of our suppliers use e-tickets instead of issuing physical tickets.  An e-ticket consists of an e-mail containing a unique reference or barcode which you will need to print off at home and present to the venue/event to gain admittance.   If tickets are going to be issued in this way, this will be clearly stated on the booking pages and you will need to provide a valid e-mail address in order to receive your e-tickets.  They may not arrive instantly and you will need to follow the same procedures as you would if you have booked any other ticket I still haven’t received my tickets and the event is really soon – what should I do?  Please be aware that some suppliers issue e-tickets from their own systems and in these instances it is necessary for us to share your e-mail addresses with them solely for this purpose.

Why do I have to pay a booking fee?

We are allocated tickets by the promoter or organiser of each event and they set the face value of the ticket.  We do not get paid by or receive any commission from the promoter or organiser to sell their tickets and in some instances we pay them a rebate on top of the face value of the ticket price to be able to sell tickets.  The booking fees are the only money we as an agent make from the sale of the ticket and these are used to cover the cost of providing the service, staff costs, credit card charges and all the other running costs incurred.  As gig-goers ourselves we know booking fees seem a bit unfair and we try to keep these charges as low as possible for you.

What is the difference between face value, booking fee and transaction fee?

The face value of the ticket is the price set by the promoter or organiser and will be the same wherever you buy your tickets from.  When you book tickets through our website, we pay the whole of the face value of the ticket back to the promoter or organiser who supplied it to us.

The booking fee is on a per ticket basis and is the only money we as an agent make from the sale of each ticket.  This is used to cover the cost of providing the best ticketing service we possible can.

The transaction fee is a one off charge per booking, regardless of the number of tickets purchased.  It is to cover the postage costs of dispatching your tickets to you.  The transaction charge amount will be applied depending on whether we have been instructed to send your tickets out by Special Delivery or normal post.  Please note that if you have been advised by us that your tickets will be available for collection at the box office, you will not pay a transaction fee unless we are being charged by the venue for providing this service.

Why is there a card verification section in the booking process?

In order to protect their customers against internet fraud, some banks and card providers have set up secure card verification schemes which card holders can sign up to.  If your cardholder has enabled this functionality on your card, you will be presented with a verification screen as part of our booking process.  If you have already set a password for your card, you will need to enter it to continue with your booking.  If you have any issues with this service you will need to contact your card provider directly as this scheme is not administered by  Please note that you must never disclose your password to anyone else.

If a concert is advertised as sold out, are extra tickets ever made available at a later date?

We are allocated an initial amount of tickets by the supplier or organiser of the event.  Once we have sold out of this initial allocation we can apply for further allocations although there may be periods when the website is showing no ticket availability.  It’s always worth checking back in case we are able to obtain more tickets to sell.

Occasionally promoters or organisers will release tickets just prior to an event which has been advertised previously as being sold out.  This doesn’t happen very often but when it does the tickets on offer may be better/closer tickets than the ones we were originally allocated.  This may be because the tickets released were production or guest holds which are only confirmed once the show details are finalised by the promoter / organiser and regrettably these instances are beyond our control and tickets cannot be exchanged or refunded as a result.

How do I find out the support acts / stage times?

We don’t tend to get advance notification of support acts and stage times from promoters largely due to the fact that the information is subject to change right up until the last minute.  We wouldn’t want to publish incorrect information which would put you at risk of missing any of the show you have paid to see.  We normally advertise the time at which the event / venue doors open and the event start time although this may not be the headline artist and is at the discretion of the venue/promoter/artist.  We are occasionally given confirmed line ups in advance and in these instances we will send the information via e-mail to all ticket holders.

Where can I find information about age restrictions, food and drink provision, photography rules smoking policies, etc?

We try to provide as much information as possible on the event description page – we will always provide age restrictions if we have been informed by our supplier in addition to the venue address and travel/transport details.  Some venues may have other conditions of entry with policies including

Use of cameras

Bag / personal searches

Filming consent

No smoking Policies

Re-admission Policies

We would suggest that you check the venue/event website for further details  

Can you provide me with Disability Access information?

Most of the venues we sell tickets for administer bookings for people with disabilities through their venue box offices.  This is because they are able to provide detailed information about the facilities on offer and some venues/events offer a dedicated booking service sometimes providing access to viewing platforms or offering people the chance to take a companion/friend for free.  Whilst aims to provide as much information as possible at the time of booking we do not administer these services on behalf of the box offices and if you have any specific access requirements we would suggest you contact the venue/event organiser directly. 

We can also recommend two great websites: - is an online database online of approved accessible arts and entertainment venues - an organisation working to improve disabled people’s access to live music

Is an official concert/gig ticket agent? is a member of The Society of Ticket Agents and Retailers ( a regulatory body for legitimate (primary) ticket agents.  All our music tickets are allocated to us directly from the event organiser or promoter – we do not deal with unauthorised agents or sell music tickets at vastly inflated prices.  We believe that tickets should be available to genuine music fans at the cheapest price possible and we do our best to prevent our tickets being resold by secondary agents or touts.

What do I do if the answer to my question isn’t here – how can I contact you?

We have tried to provide an answer to every possible question you might have here.  We’ve been doing this for a long time and think we’ve got most things covered but if we have missed anything, we’d be grateful if you could please let us know.  Not only will we do our best to answer your question, if we think it’s something that will help other people in the future, we’ll add it on here too.

If you have a query about an existing order and you can’t find the answer here please e-mail us using Contact Us  Please remember to include your order reference number when you contact us.

We use all the feedback we get to try and make our website better – if you have a particularly good or bad experience when booking your tickets, please let us know by choosing the Entertainment option Help Us To Improve You can simply rate your experience or add a comment if you wish

If you are a promoter, venue or event organiser and you would like to sell your tickets through you can drop us an e-mail and we’ll get straight back to you.

Our postal address is

Music Supply Department
39 Victoria Street

If you would prefer to speak to us, you can call our customer services team on 0871 222 3200 – please note that you must provide your order reference number to access this service.  Customer service representatives are available 7 days a week between the hours of 8am and 8pm.  Calls to this number are charged at 10p per minute from a BT landline - mobile and other network rates may vary and calls may be monitored for quality and training purposes.

Please note that you can only make bookings online – we do not take bookings over the telephone, at our office or via post or e-mail

How can I sell tickets through your website?

If you’re a promoter, venue or event organiser interested in selling your tickets through we’d love to hear from you.  You can e-mail us using to find out further information or to request a promoter and venue marketing pack.  It’s really simple to set up an account with us and we pride ourselves on being able to offer an experienced, independent and effective ticketing solution for all kinds of music events both in the UK and overseas.

How do I book tickets on your website?

You can access the Music tickets page either from the link in the ‘Go Out’ section or the Going Out tab on the homepage.  Alternatively if you want to attend a specific event you can use the keyword search. 

Once on the music homepage there are a variety of ways to locate your chosen event including an A-Z search, Date Search, Genre Search and of course a lastminute search.  When you have found the event you wish to book for, check the event description, which is where you will find information about prices, postage options, age restrictions, venue information and travel advice. 

To book tickets you need to click on the 'Check Availability' button which will take you through to the calendar.  There may be more than one date available and different dates may bring up the option of alternative ticket types and/or prices so chose the date you want carefully.  There may be more than one venue on offer, for example is there are multiple dates on a tour.  In this instance there will be a drop down bar above the calendar.  Once you choose the venue you wish to attend, the date will automatically change on the calendar. 

 When you are sure that you have selected the correct date & venue, click on the 'Choose Tickets' button.  Using the drop down arrow, choose the number of tickets you wish to purchase – if there is more than one ticket type please make sure that you read the descriptions of ticket type to ensure you get the tickets you want.  Then you need to enter the full name of the person who will be using the tickets.  This may or may not be the card holder or the person booking the tickets so if you are booking for yourself, enter your name and if you are booking on behalf of someone else, enter their name.   

When you have filled in the required fields, click on the 'Add to Basket' button.  This will take you to your shopping basket.  On this page you will be given a breakdown of the price of the ticket(s) and any booking fees and/or transaction (postage) fees and you will be able to see the total price of your booking.  If you want to double check any details at this stage such as the date, ticket type or number of tickets selected you can click on the ‘full details’ link.

 If you are happy with your choice, click on the 'Proceed to Checkout' button.  On the next page of the booking process it will ask you to choose if you are new to, in which case you will need to register your e-mail address and choose a password, or if you have purchased anything on the site before, in which case you should have a password.  Once you have entered the required details you need to click on the 'Next Step' button which will take you through to the payment page.  Here you will need to enter your address and card details if you are a new user.  If you are a previous customer, you can either opt to use the same card that you did on your last visit, or enter the details of an alternative payment card.  You can also redeem gift vouchers at this stage. 

Once you have completed your details you must confirm that you have read the ‘terms and conditions’ by ticking the check box.  You can read them by clicking the link. 

Once you have done this you can click on the 'Buy Now' button to complete your purchase. If you have signed up to a security verification scheme with your card provider (i.e. Verify Visa) this is where you will need to enter your password or certain digits of your password in order to continue. 

The final stage of the booking process is your confirmation page.  This is where your booking is confirmed as successful and you will receive your Order Reference number.  The confirmation page will also contain full details of your booking – it is advisable to print this page for your records although you will also receive an e-mail confirmation to the address provided when you registered. This e-mail should arrive within a maximum of 4 hours from the time you make your booking.

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