Ticket Help
How do I know my order has gone through?
All successful orders will receive a confirmation email (please ensure you enter the correct email address at time of booking). If you have not received a confirmation email and you think you have successfully purchased tickets please check your junk and spam folders and if you still have not recieved your email contact us at support@over9.co.ukletting us know details of the issue and your order number.
How do I change the delivery address for my tickets?
Please contact customer services at support@over9.co.uk
How long will it take to get my tickets?
Tickets bought from https://thecharlatans.over9stores.co.uk will usually be dispatched 7-10 days before the event. If you have not received your tickets 72 hours before the event please contact us at support@over9.co.uk. Please note; if you have purchased tickets from another ticket vendor please check with them as to when your tickets will be dispatched. Non UK orders will need to collect their tickets from the venue box office on the day of the event, you will be informed of this at the time of booking.
Why do I have to pay a booking fee?
The face value of the ticket is set by the promoters, we therefore have to cover our costs of selling the ticket to you such as customer services, staff and credit card processing and this is what the booking fee allows us to do, we try to keep this as low as possible and clearly displayed. Booking fees are non refundable in the case of cancellation.
Why can I only buy a certain amount of tickets?
The ticket limits are set by the promoters. Over9 reserve the right to cancel orders from customers who purchase over this limit.
What should I do if I lose my tickets?
If you think your tickets have been stolen or you have lost them we may be able to replace these please contact us at support@over9.co.uk with details of your order and we will see what we can do. If tickets are able to be replaced these will usually be made available for collection at the venue box office on the day of the event.
What should I do if I have been sent the wrong tickets?
Please contact us as soon as possible at support@over9.co.uk with details of your order such as tickets ordered and the tickets delivered. You must contact us before the event as we can't rectify this after the event.
What do I need to bring with me if I have to collect tickets at the box office?
If you need to collect tickets from the box office you will be informed of this at point of purchase or via email from Over9. Please bring your confirmation email and the card used to book the tickets. If you do not bring these with you, you will not be able to collect your tickets. It has to be the ticket purchaser who collects these tickets.
Are there any age restrictions at the venues?
London Hammersmith Apollo - Under 14s must be accompanied by an adult
Glasgow barrowlands - Over 14s only, Under 16s must be accompanied by an adult
What do I do if I am disabled?
Most venues handle disabled bookings directly so they can advise on the best seating for your needs. If you are unable to find the venues details please email us at support@over9.co.uk and we will help in anyway we can.
Can I get a Refund on my tickets?
Tickets are non –refundable please refer to the terms and conditions for further information.
What should I do if the event is cancelled or rescheduled?
As soon as we receive notification from the promoter that an event has been cancelled or rescheduled we will contact you via the email address you used at the time of booking and inform you of what will happen next.
The Ticket I want to purchase is showing sold out? Will you be getting anymore?
We know it is frustrating to see a ticket you want and then you realise it is sold out. However sometimes some of our tickets are very popular and sell out very quickly, so you need to be quick to get your hands on them. From time to time more tickets for an event do become available at which time these will be made available on the site.
Can you deliver to my work?
We can deliver to your work or your home, but we do not deliver to a PO Box for security purposes.
My card keeps getting declined. What is going on?
Don’t worry - there are 2 main reasons that your card could be declined:
- We could not match the credit card address to the address entered. Make sure you typed the billing information in the correct area, and you entered the address exactly as it appears on your credit card bill.
- The bank has declined the card. Either there is a hold on the card or insufficient funds. Please contact your bank for more information.
Why do I need to create a log in and password?
For your convenience, the system will save your order history, primary billing, and primary shipping address. Your credit card information is secure, and is not saved.
When will my charge be processed?
When you make a purchase, the charge is processed immediately. Depending on our payment processing partner, charges can take up to 3-5 business days to appear on your account.
Who are Over9?
We are the official online partner of The Charlatans: in this instance we provide the website, store and the payment processing, fulfilment and products in the store. We may also be selling tickets from time to time for this Artist; we are not a Secondary ticket agent. We have a direct relationship with the Promoter and Artist and they have agreed for Over9 to sell the tickets direct to the fans.
Why do you collect so much information about me?
All the personal information we collect about you is used solely for Over9 to fulfil your purchase and to be able to contact you if there are any issues with your order. We will never pass your details on to anyone. If you have specifically agreed to receive further information and have agreed to sign up to the mailing list, the details you have agreed at this point will be used for purpose specified in the Privacy Policy only.
Is it Safe to buy online?
Yes - We utilise industry- standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name and address and other sensitive information such as your credit card details. Information passed between your computers and our website cannot be read in the event of someone else intercepts it. The Technology includes the following features: - Authentication – this assures your browser that your data is being sent to the correct computer server, and the server is secure - Encryption – this encodes the data, so that it cannot be read by anyone other the secure server. - Data Integrity – this checks the data being transferred to ensure it has not been altered.
I am having general problems with the store and/or making payment?
If you are experiencing issues, we recommend you make sure you have the latest updates and patches for your operating systems. Windows users can go herehttp://update.microsoft.com/windowsupdate/v6/vistadefault.aspx?ln=en-us
If you are still having technical problems please get in touch with our customer care team at support@over9.co.uk please include the following information where possible -
- The store you are on and what page you are having difficulty with
- What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen.
I can’t sign into my account?
When you return to shop with us, or want to access your account to see your details, we ask you to sign in. If you find that you are having difficulty signing in because your username or password is not recognised please check you are using the correct login details that you registered with us. If you have forgotten your username or password you can request a reminder here.
How Do I logout of my Account?
Go to the top of the page and click on ‘log out’ if you’re not logged in it will say ‘log in’.
What do the Status updates mean?
After receiving you order confirmation you will then receive notification telling you your order has been updated.
Pending - Order has been placed but NOT paid. This can mean that the payment for your order has failed, please contact support@over9.co.uk if your status remains like this for more than 1 working day.
Processing - Order Placed, Paid, NOT shipped.
Complete - Order Placed, Paid and Shipped.
Cancelled - Order Placed and Cancelled. Shipped orders cannot be cancelled.
I want to get in contact with the Artist to request booking them or talk to them about my business?
Unfortunately we only run the store and parts of the website; we are not the booking agents for The Charlatans. We also are unable to advise on any potential business you may be able to offer. If the request is considered appropriate then we will forward on to the management, but under no circumstances are we able to guarantee any response.
Over9 understand that getting your order to you is the most important thing we have to do and if something goes wrong which occasionally it does then our first priority is to fix it quickly for you, if you wish to make a comment or suggestion on how we can improve our systems or processes then please send us a message to support@over9.co.uk
You can contact Over9 at;
Tel – (+44) 0207 388 5018
Over9, 67-69 Chalton Street, London, NW1 1HY