I haven’t received my order confirmation email
Oh no! We know how annoying this is. When you complete your purchase, an email is sent to the email address you used when you created your account. So, if you signed up with one of the socials (Facebook, Twitter, Instagram – you know the drill), the email will be sent to the email address you use for that account.
If you can’t see it in your inbox, check your junk/spam folder, as sometimes emails can sneak in there. If you used Apple Pay to purchase, the confirmation will have been sent to the email address linked to your Apple ID. Double-check your Apple Pay settings to see which email is attached.
If you checked out as a registered user, fear not – your voucher can also be found in the ‘My Orders’ section of your account.
Still nothing? Sometimes our emails bounce from certain domains. If you’re still waiting, drop us a line at offers@timeout.com with your contact details and an alternative email address, and we’ll get it sorted!
For any further assistance, please contact us at offers@timeout.com
I am having problems purchasing an offer
There are a few things that can cause this. Firstly, double-check that your card details and billing info are correct—if you’re using a prepaid card, make sure there are enough funds. Please also ensure your postcode matches the address registered to your card, as any discrepancies may void the transaction.
If everything looks good but your purchase is still not successful, try using a different card, browser or device, or check out as a registered user instead of guest checkout.
Still no luck? Please send us a screenshot of any error messages you’re receiving, and we’ll investigate further with our tech team. You can reach us at offers@timeout.com, and we’ll do our best to get you sorted!
I can’t login into my account
If you’ve been through every birthday, pet’s name and favourite colour you can think of and still can’t login, you can reset your password here. If that doesn’t work, please get in touch at offers@timeout.com and our team will take a look.
How do I use my voucher?
Not all vouchers work the same way, so you’ll need to pull up your order confirmation email to find the specific instructions. Under the ‘Need to know’ section, you’ll find what you need. These can also be found on the offer listing when scrolling down to the bottom.
If you’re struggling to redeem a voucher promo code on a third-party platform, please hit up their dedicated support team for help. Don’t worry, if that doesn’t work you can still contact us at offers@timeout.com and we’ll look into it.
How do I amend or cancel my order?
Tickets
Tickets for dated events cannot be cancelled, exchanged, refunded or used in conjunction with any other offer (you can read more about this in our Terms & Conditions).
If you've accidentally booked tickets for the wrong date, don’t worry—there’s a way to fix it! Our tickets are generated at point of purchase, so we’re unable to make any manual changes to them. We therefore kindly ask you to re-purchase new tickets for your required date/time and let us know as soon as possible. Upon forwarding us written confirmation of your repurchase, we will then be able to refund your original booking. Please note a refund will only be issued if the same e-mail address is used to purchase the same quantity of tickets as your original booking when making your repurchase.
Vouchers
Changed your mind? No problem! We’re happy to offer no-fuss refunds for all unredeemed vouchers—just let us know within 14 days of purchase during our cooling-off period. Simply e-mail offers@timeout.com for assistance. For full terms and conditions, please see here.
I haven’t received my product
We know the frustrations of waiting for a delivery. First of all, please check that you followed the instructions in the ‘Need to know’ section of your confirmation email. If you’ve done all that and your order still hasn’t arrived within the delivery time, please get in touch with the merchant directly – they should be able to help.
Still need help? Contact us at offers@timeout.com
How do I subscribe to the Time Out newsletter?
Glad you asked! Simply click here and enter your details. We’ll start sending you the best offers in London before you know it. Already subscribed but not getting the emails? This sucks! Please contact us at hello@timeout.com and we’ll take a look.
How do I unsubscribe from the newsletter?
We’re sorry you want to leave! If you’re really, really sure you want to go, you can hit the ‘Unsubscribe Me’ button at the bottom of any or our emails (but only if you’re really, really, really sure).
Still need help? Please drop us an email at hello@timeout.com and we’ll look into it.
Last updated April 2025