FAQs / Help
Please click on a question to see the answer…
Do all children visiting the grotto need to have a ticket purchased for them, even if they are very young?
All children under the age of 14 visiting the grotto must have a ticket, including children under 1 year old.
Can I change my ticket booking?
No unforetunately not. Once a ticket has been booked it cannot be changed as we operate through a third party booking company, we are not able to offer refunds.
Are we guaranteed to see Santa with just our family?
No – at peak times Santa may need to see more than one family at a time depending on how many visitors he has.
How do I use my DigiTickets?
You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. You may make a note of this number and take with you when you visit the attraction in place of a ticket, or you can print off the email and bring it along with you.
Do you issue refunds?
No, we regret we are unable to issue refunds as we operate through a third party booking company.
What happens when I buy a ticket online?
On completion of your order, you will be emailed a DigiTicket containing a barcode and booking reference number. Present this ticket on arrival, or if you don’t have a printer, simply make a note of the Booking Reference Number, or show the email confirmation on your mobile or tablet.
I don't have a printer...
You do not have to print out the 8 digit booking reference – you can simply show the confirmation email on your mobile phone or tablet or make a note of the Booking Reference Number and take it with you, coupled with some ID for the person who made the booking.
How long will I be in the activity / event for?
Between 20 minutes and 40 minutes depending on the number of children Santa has visiting at any given time.
What time should I arrive?
You must arrive 10 minutes before your activity starts. Please report to the Magical Kingdom in the garden centre with your ticket. Each session will start promptly and unfortunately we cannot wait for late arrivals. It's a good idea to take the children to the toilet before your visit as there are no toilets inside the Magical Kingdom.
Can I make group bookings?
Yes for visits with over 6 children – please contact Our Head Elf by emailing firstname.lastname@example.org or calling the Santa hotline on 01404 816 845.
Can I purchase a ticket in-store?
Tickets must be purchased in advance online as they will not be available on the day. If you come in store in advance we can help you to book a ticket online if you do not have internet access, or telephone us on 01404 816 845.
Can I purchase a ticket on the day?
No. Tickets must be purchased in advance online as they will not be available on the day in store.
Do you have restrooms available?
Yes - these are located at the garden centre, not in the Magical Kingdom itself. We recommend you visit these before you come to check in for the Magical Kingdom
How can I get in contact with you?
Email Our Head Elf at email@example.com or call our Santa hotline on 01404 816 845
Is the visit really magical?
We have our Elves and Santa waiting to greet you but you can make the visit even more magical by joining in with the festive spirit.
We recommend the following to make your experience with us extra speical:
Wearing Christmas jumpers, costumes or your best clothes
Writing a special letter to Santa
Making him a thank you card for the gifts he left you last year.
All of these will help us to make your visit even more magical.
Why do you charge entry for babies as well as children?
Santa always has a gift for all good children, including babies. Children visiting Santa want everyone to receive a gift and their baby brother or sister has been good too and shouldn't be left out.
Do you allow pushchairs and buggies?
Due to the interactiveness and engagement of the Santa experience we provide, we do recommend that you leave your pushchairs and buggies at our Santa check-in area, rather than bringing them through the journey. That way you may have more space to enjoy all the photo points and may find it easier take part in the activities.