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FAQs / Help

All Events- If I have booked the wrong date or time, can I move my ticket or get a refund?

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 Events- I want to book a ticket online but I don’t have a printer?

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 Events- Do I have to pay to park?

All of our Garden Centres have ample free parking available on site. There are dedicated disabled parking spaces located close to the entrance of each site. 

All Events- Can children go into the events alone?

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

 

All Events- Is there wheelchair access?

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 Events- Can I purchase a ticket in-store or on the day?

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.

Santa's Grotto- Where do I go?

Grotto-

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

Millets Farm- Our grotto is located in our outside plant area, please follow the directional signs throughout the store.

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

 

Santa's Grotto- How much do tickets cost ?

Woburn Sands, Willington and Millets Farm

Adults tickets cost £4.99, Children’s tickets cost £14.99, Baby tickets cost £6.99

8x6 Photo is £7.50, 6x4 Glitter Frame is £11.99

 

Santa's Grotto- Do you offer any concession prices?

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.  

Santa's Grotto - Why do I have to pay for adults?

Our Grotto experience is for the whole family to enjoy. While in our Santa's Living room each adult will receive a sweet treat baked by Mrs Christmas. 

Santa's Grotto- Do I have to pay for a baby?

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. Babies will recieve a "My First Christmas" stocking which is exclusive to Frosts Santas Grotto. 

 

 

Santa's Grotto -How do I buy tickets?

You will be able to buy tickets online at www.frostsgradencentres.co.uk from Wednesday 9th September. To help manage the demand for tickets we will be staggering the times tickets go live by centre. 

Woburn Sands will be live from 7am 

Millets Farm will be live from 12pm 

Willington will be live from 3pm 

Unfortuntaley due to COVID 19 & this years experience you will not be able to purchase tickets in store. All tickets must be pre booked. 

Santa's Grotto- Is the experience the same as last year?

This year is going to be a little different, as we have carefully considered both our customers & colleagues’ safety, but still focus on the magic of Christmas.
Key changes include-

  •  A brand new individual family* experience throughout your time in our Grotto
  •  All guests arrival times will be staggered
  • Your visit will be personalised, so for booking tickets please have each child’s name along with their favourite toy/ hobby
  • Each child will receive a beautiful traditional teddy bear that is exclusive to Frosts Santa’s Grotto
  • Babies under 12 months will receive a “My First Christmas” Stocking exclusive to Frosts Santa’s Grotto
  • To ensure we are Covid safe we will issue you with guidelines for your visit 48 hours prior to your booked session

 

Santa's Grotto - What age is the experience aimed at?

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

Santa's Grotto - How long does the experience last?

Due to COVID 19 we will try to limit the amount of time you are in our Grotto as much as possible. As we are having indvidual family visits, this will depend on the size of your family group. However we expexct your grotto experience will last around 20/25 minutes.

Santa's Grotto - Is the Grotto suitable for wheelchairs?

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

Santa's Grotto - Can I bring my pushchair into the Grotto?

As you will only be in the Grotto with your family group you are able to bring in a pushchair. 

Santa's Grotto - Can I take my own photo?

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.

Santa's Grotto- My child is sick/ we have missed our Grotto Visit?

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, A book and a £5 voucher to spend on toys in the centre the next time you visit. 

Santa's Grotto- My child has additional needs, what is the best time to visit?

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.

Santa's Grotto- Is it the same Santa as last year?

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.

Can I book afternoon tea at any of your branches?

Our afternoon teas are available to book at Woburn Sands, Willington and Brampton. Unfortunately, they are not available at our Millets Farm branch.

All Events- Can I use my Gardening Club Discount to buy my tickets?

No, Gardening Club discounts do not apply to event tickets.

If you have any further questions...

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

 

Afternoon Tea- What dietary requirements do you cater for?

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. 

Afternoon Tea- I have an afternoon tea voucher, can I book online?

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.

Afternoon Tea- Is payment needed at the point of booking?

We do require full payment at the point of booking.

Afternoon Tea- Is afternoon tea available at weekends ?

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.

Afternoon Tea- Do you take group bookings?

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

Afternoon Tea- What's the earliest time that you serve afternoon tea?

Our afternoon teas are served daily from 2.30pm* please be aware that during December our afternoon tea's are served from 3pm

 

Afternoon Tea- What's the latest time slot that you serve?

Our last time slot is 3.30pm however on a Sunday it is 3pm due to our earlier closing time of 4.30pm.

Afternoon Tea- Can I book a room exclusively

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.

Afternoon Tea- Can I bring decorations?

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.

Millets Ice Rink - What happens if my booking is cancelled by Frosts?

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.

 

Millets Ice Rink - Do I need to book tickets in advance?

Booking is recommended to guarantee availability and to avoid disappointment.

Millets Ice Rink - Is there a maximum capacity for the ice rink?

For safety regulations the rink has a maximum number of skaters for each session.

Millets Ice Rink - What time shall I arrive for my 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.

Millets Ice Rink - How long do sessions last?

Sessions last approximately 45 minutes.

Millets Ice Rink - Do children need to be accompanied by an adult?

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.

Millets Ice Rink - What should I wear to skate?

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.

Millets Ice Rink - What skate sizes are available?

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.

Millets Ice Rink - Can I bring my own food to eat?

Only food purchased in the Moose Lodge Ice Café can be consumed.

Millets Farm Ice Rink- Is there a charge for skating aids?

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.

Santa's Grotto- COVID 19

Due to the global pandemic & risk of COVID, we have carefully considered both our Customers & collegues saftey whilst planning this years experience. 

As the situtaion is ever changing we will confirm to you, via email 48 hours prior to your visit the current guidelines and what to expect on the day. 

We are currently planning on recording both our customer & colleagues temperatures on arrival to the Grotto. There will be regular sanitsing stations set up both at the entrance and throughout the experience. Collegues will be wearing protective gloves and they will be changed throughout the day. We will be carrrying out increased cleaning throughout the Grotto and all surfaces will be santised at the start of the day prior to opening. 

We will actively be supporting the NHS Track & Trace and will supply the contact details of anyone who has been a visitor on a day where a postive case may have been reported. However please note, your risk of exposure will be minimal due to the steps we have put into place. If you do not wish you details to be shared with the NHS please ensure you call 01908 583511 and one of our team wil make a note of this on your booking.