FAQs / Help
Woburn Sands- Our grotto is located in our outside sales area, please use our food hall entrance and follow the directional signs
Millets Farm- Our grotto is located in our outside sales area, please follow the directional signs throughout the store and past the Ice Rink
Willington- Our grotto is located in our outside sales area, please follow the directional signs through the store and outside past the reindeer
Brampton- Our grotto is located in our outside sales area, please follow the directional signs through the store
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.
All of our Garden Centres have ample free parking aviable on site. There are dedicated disabled parking spaces located close to the entrance of each site.
You are able to show the reference code & ticket on your phone at the entrance to the activity. All of our experinaces 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.
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 and let them know you requirements and your booked slot.
All tickets are available to purchase at any of our Garden Centres, places are limited and we strongly advise you to 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.
Adults tickets cost £4.99, Children’s tickets cost £14.99, Baby tickets cost £6.50
Brampton ONLY- Adults tickets cost £4.99, Children’s tickets cost £11.99, Baby tickets cost £5.50
Unfortunately, we do not offer concession prices.
We do offer an additional needs session at each of our Grotto’s. Within this session there will be reduced lighting levels, no queuing and limited numbers of people coming through. Each booking for this session will be able to bring one carer in for free.
Our Grotto experience is for the whole family to enjoy, each adult will receive a luxury mince pie in Santa’s living room.
Woburn, Willington & Millets Farm - 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 of £6.99. The price does not include the teddy bear building activity but does include your visit to Santa and a baby present. If you wish for your little one to partake in the main activity, please book a full price child’s ticket.
Brampton ONLY- All Children who enter the grotto will require a ticket. We have introduced a baby ticket from birth to 12 months, this is at a reduced cost of £5.99. The price does not include reindeer food making but does include your visit to Santa and a baby present. If you wish for your little one to partake in the main activity, please book a full price child’s ticket.
You will be able to buy tickets online ONLY from the release date.
Our Grotto experiences at Woburn Sands, Millets Farm and Willington have changed slightly for 2019.
We have a brand-new teddy bear building craft in our toy workshop
Santa will read everyone a lovely festive story in his living room and will have a small gift for each child.
Our famous Reindeer food making activity is back!
Brampton ONLY- Our Grotto experience at our Brampton centre will be very similar to last year, however this year’s activity will be reindeer food making.
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 toy building activity as part of your visit please purchase a child’s ticket.
Woburn Sands, Willington & Millets - Your grotto experience will last around 45 minutes.
Brampton - Your Grotto experience will last around 35 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 and safety we do not allow pushchairs within our Grotto’s. You are however able to bring in a car seat.
Our afternoon teas are available to book at Woburn Sands, Willington and Brampton. Unfortunately, they are not available at our Millets Farm branch.
If you have any questions which are not listed above please contact Marketing on 01908 583511 or email firstname.lastname@example.org
You are unable to take your own photos 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 £7.50 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.
No, Gardening Club discounts do not apply to event tickets.
If you are unable to attend your grotto session please email email@example.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 chocolate treat, A bag of reindeer food, A book and a £5 voucher to spend on toys in the centre the next time you visit.
We welcome all children to all our Grotto sessions, and the team are able to assist with any additional needs you may have. We also offer a specific additional needs session at each of our Grotto’s. Within this session there will be reduced lighting levels, no queuing and limited numbers of people coming through. Each booking for this session will be able to bring one carer in for free. To book this session please call 01908 583511 once the grotto tickets are on sale.
We can cater for vegetarians, vegans and gluten free diets. Unfortunately, we are unable to cater for dairy free diets at this moment in time.
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 do require full payment at the point of booking.
Our afternoon teas are available 7 days a week (except November and December)
Please check our website for available dates and time slots, selected dates maybe unavailable due to our events.
We are able to take group bookings subject to availability, please call the team on 01908 583511 for further details.
Our afternoon teas are served daily from 2.30pm*
(*Sunday's from 2pm)
Our last time slot is 4pm however on a Sunday it is 3pm do to our earlier closing time.
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.
You are more than welcome to bring decorations for your table, however please refrain from bringing decorations for the walls as there will be other guests also enjoying their afternoon tea experience.
If a session is cancelled by Frosts due to exceptional circumstances or because the Ice rink is deemed to be unsafe, all online tickets will be refunded in full within 5 working days. Any customers who have booked tickets in store or by phone will be contacted within 72 hours of your booking to process your refund. We will do our upmost to contact you with plenty of time, you will be notified via email where possible. We will also post announcements via all our social media channels.
Booking is recommended to guarantee availability and to avoid disappointment.
For safety regulations the rink has a maximum number of skaters for each session.
Skaters should arrive at least 10 minutes before the start of the session to allow time to check in, collect and fit your skates.
Sessions last approximately 45 minutes.
Children 15 and under must be accompanied by an adult (one adult for every two children under 15) – an adult viewing from the side of the rink is acceptable but is at the discretion of the adult.
Skaters are advised to wear suitable clothing including gloves and thick socks. If you are skating with small children a change of clothes is advisable.
Skates are available from size Child UK4 up to Adult UK15. Bobby skates are available for small children (child size 4 to child size 9) that fit over their shoes.
Only food purchased in the Moose Lodge Ice Café can be consumed.
If you have purchased our new year's day skate with a bacon roll ticket, these will be available up until 3pm on the 1st January 2019.
Skating aids can only be hired on the day on a first come first served basis, they are £4 an aid.
Skating aids are included in the price for our exclusive 10am parent and toddler sessions.
Due to health and safety requirements you are unable to take your buggy into the experience. We advise for you to leave your buggy in the car and collect after your experience.
Any children over the age of 12 months will require a ticket to enter the experience. Children under the age of 12 months are able to enter the experience for FREE with an older paying sibling.
Each session can last up to 30 minutes, this time may vary depend on the number of visitors at the time of your visit and could take longer during peak times.
The experience is fully wheelchair accessible, if you have any additional needs please call our team on 01908 583511 who will be able to assist you with any requirements you may have.
You will be able to take photos throughout the experience; however you will have the opportunity for a photo with our unicorn and fairy at the end of the experience that you are able to purchase on the day.
You will be presented with a small Q card after your photo has been taken. Your photos will be stored on this card so please keep this safe. If you wanted to purchase photos after the day, you call 01908 583511 before the event finishes, the team will be able to arrange this for you.
This is an interactive experience with different characters along the way. There will be a story, a fairy tale treasure hunt, rock painting and then each child gets to take home a book, a packet of seeds and a voucher for £2 off a child’s meal or food box within our garden room restaurant.
Please arrive for you session at the start time printed on your ticket. A Frosts Fairy will greet you at the entrance to the experience.
Due to Health & Safety we have a maximum number of people who can attend the event. Therefore, adults will require a ticket for admittance to enable us to manage the amount of people coming through the event. As part of the event each child will receive a voucher for £2 off a child’s meal in the restaurant.
Unfortunately you cannot bring your own refreshments into the Beach due to health and saftey. Our Garden Room Restaurant and Cafe will be open to provide refreshments throughout the day.
If you are having a Beach party you are able to bring a birthday cake to celebrate and this can be cut up and given to the children to take home at the end of the party. We are able to provide food and drink for Beach parties, please speak to one of our customer service team who will be able to assist you with your pre-order.
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.