All event tickets are non-refundable and non-changeable. Please ensure when booking your tickets you have chosen a time which you will be able to attend.

If you lose your ticket please call 01908 583511. We will require either the booking reference and/or the surname of the person who the tickets were purchased under. Only the person named on the booking can make changes.

Grotto- Please be aware that once payment is made these tickets are non-refundable. To change the date or time of your grotto tickets will incur a charge of £5 per booking, this will be donated to each stores chosen charities. All changes are subject to availability. To change the date or time of your tickets please call 01908 583511

Afternoon Tea- Please call the team on 01908 583511 before 9am on the day of your visit if you are unable to attend.

You are able to show the reference code & ticket on your phone at the entrance to the activity. All of our experiences will have an electronic list of attendees for each session and will be able to check you off online when you arrive. 

All children must be accompanied by at least one adult. Please ensure that you check each event details carefully as adults tickets are required for entry to certain events.

Wheelchair access is available for all our centres. Please inform our Customer Service team when making your booking. If you are booking online please call our Customer Service Department with your booking reference and let them know your requirements.

All tickets are available to purchase at any of our Garden Centres subject to availability, places are limited and we strongly advise you pre-book to avoid disappointment.

Afternoon tea - Unfortunately, we are unable to take same day bookings, we require at least 24 hours notice. Please be aware that selected dates may be unavailable due to events.

Grotto-

Woburn Sands- Our grotto is located in our outside plant area, please use our plant entrance and follow the directional signs

Willington- Our grotto is located in our outside plant area, please follow the directional signs through the store and outside.

Ticket prices can be found on our website, under Santas Grotto, once tickets have been released. 

Unfortunately, we do not offer concession prices.

We welcome all children to all our Grotto sessions, and the team are able to assist with any additional needs you may have. If anyone in your party has a specific additional need please call our events team on 01908 583511 who will be able to assist you with your booking and can ensure the team within the Grotto are all aware.  

All Children who enter the grotto will require a ticket. We have a baby ticket from birth to 12 months, this is at a reduced cost. Babies will recieve a gift in our toy workshop.

You will be able to buy tickets online. 

Unfortunately, you will not be able to purchase tickets in store. All tickets must be pre booked in advance. 

Our Grotto is suitable for all ages. We recommend the maximum age for a child is age 10. If, however you would like your child who is older than this to take part in the reindeer food making activity as part of your visit please purchase a child’s ticket.

Children over the age of 10 who do not want to partake in any activities will require an adult ticket to enter the experience

Your grotto session will be a fully immersive experience and will last around 35 to 45 minutes.

Our Grotto’s are all on one level and are equipped with ramps. If you require any additional assistance, please call 01908 583511.

Unfortunately, due to health & safety you are unable to bring a pushchair into the Grotto. 
 

You are unable to take your own photos or live filming within Santa’s living room, you can purchase a photo when you book your tickets or on the day of your Santa visit. Photos are £8.99 each, and you will receive a digital copy of any photos you purchase. You can take photos in all other areas of Santa’s Grotto.

If you are unable to attend your grotto session please email enquiries@frostsgroup.com with your name and booking reference. A member of our team will then arrange a "Santa Pack" to be sent out to your child. This will contain- A letter & Photo from Santa, A sweet treat, A bag of reindeer food. 

We welcome all children to all our Grotto sessions, and the team are able to assist with any additional needs you may have. If anyone in your party has a specific additional need please call our events team on 01908 583511 who will be able to assist you with your booking and can ensure the team within the Grotto are all aware.

Whilst we do try to ensure that our Santa’s are the same each year, we cannot guarantee a specific Santa will be working on the day of your visit. This is due to days off and sickness. We will ensure that a suitable alternative Santa is working in these instances. All of our Santa's meet our high quality specifications.

If you have any questions which are not listed in our frequently asked questions please contact our customer services team on 01908 583511 or email enquiries@frostsgroup.com

We can cater for vegetarians, vegans and gluten free diets individually. However unfortunately, we are unable to cater for a gluten free vegan diet combined. 

To use your afternoon tea voucher please call 01908 583511 to book please be aware that we require at least 24 hours notice and selected dates may not be available due to events.

We are able to take group bookings subject to availability, please call the team on 01908 583511 for further details.

Our Woburn Sands and Willington branches have rooms that are available for hire. Please call the team on 01908 583511 for more details.

Please note we do not allow external catering.

There may be times at our events, where we film for social media purposes. If there is a specifc event that you are attending and would prefer not to appear in the filming please email our team at enquiries@frostsgroup.com so we can make arragements for you to not appear.