Question 1

What's your refund policy?

Accepted Answer

We are unable to offer refunds. Tickets are transferrable should you find another family willing to buy your tickets. In this case please contact us ASAP by email with the contact details of the new family.

Question 2

What will happen if the event cannot go ahead?

Accepted Answer

If in-person is not possible we will continue with an online experience, this will not be a live version. You would receive a link, after the original event date, to watch at your leisure and a pack in the post so that you can join in the FUN as the experience moves along.

Question 3

What is your bad weather policy?

Accepted Answer

In T8, or above, and black rain we would move to an online experience, this will not be a live version. You would receive a link, after the original event date, to watch at your leisure and a pack in the post so that you can join in the FUN as the experience moves along.

Question 4

Are there age restrictions?

Accepted Answer

We open our doors to anyone but recommend the experience for children 3 - 10 years old. Under 2's do not require a ticket.

Question 5

What transport is available?

Accepted Answer

The MTR is a 5 minute walk; buses, taxis and car parking are available close by too. Please contact us once your tickets are booked if you need more details.

Question 6

What can I bring into the experience? Can I bring a stroller or pushchair?

Accepted Answer

It is suggested that you bring as little as possible. Prams, pushchairs, buggies and strollers will not be allowed inside but there will be a safe place to leave them whilst you are inside the experience.

Question 7

Why do adults have to pay for tickets?

Accepted Answer

In order to offer a smooth running and magical experience we only allow 20 people per group at a time. This gives us limited possibility to cover our costs. If we didn't charge for adults we'd simply have to double the child's ticket cost.

Question 8

Do adults need to accompany children?

Accepted Answer

Yes. There must be at least 1 adult to every 3 children.

Question 9

Why do adults need to accompany children?

Accepted Answer

This is a family experience to build magical Christmas memories together, to enjoy some special bonding time together. It is an interactive theatrical experience, it is led by actors who are there to entertain, not to address behaviour.

Storytime with Santa