Frequently Asked Questions

Your LaplandUK ticket includes: 

• Entry to LaplandUK at your chosen date and time, with 4 hours of performances and activities for your Small Folk; including helping the Toy Factory Elves make a toy for Father Christmas’ Sleigh, decorating gingerbread with Mother Christmas, ice-skating, and a personalised visit with Father Christmas!
• 1 Invitation box per booking* delivered ahead of your visit, including:
  • 1 Personalised Invitation from Father Christmas for every Small Folk on your booking
  • If you have an infant on your booking, they will also receive an Elflet card inviting them to join your Small Folk on their adventure to Lapland
  • 1 copy of the Lapland Times; hot off the press from Laplands’ reporter Elf, Grapevine!
  • Your Small Folks’ Elf-icial entry ticket, from Travel Master, the Elf responsible for ensuring all Human Folk travel along the correct magical pathway when they arrive
    *Additional invitation boxes can be ordered through your MyLapland account. You will receive a separate email about your account shortly.
• At LaplandUK you will receive:
  • Free parking
  • 1 Elf Passport for every Small Folk to travel to Lapland
  • 1 beautiful husky soft toy for every Small Folk when you visit Father Christmas
  • 1 toy factory toy for Christmas Day (discreetly handed to Big Folk before you travel back to the Human World) complete with a thank you card for every Small Folk
  • 1 complimentary souvenir photo per booking

Babies under 12 months old can visit for free on an infant ticket, whilst Small Folk between the ages of 1-16 can attend on a Small Folk’s ticket!

Although infants won’t receive a personalised invitation, this year, Father Christmas will be sending Elflet cards, inviting infants to Lapland too!

Infants do not have their names printed in The Good List, or take part in the interactive elements of the experience (for example they won’t build the toys in the Toy Factory or receive a husky ), but they will get a special gift from Father Christmas.

Please make sure to add your free infant ticket to your booking, during the booking process. Please note that infant tickets do count towards your maximum booking capacity of 8 people.

Please note that each booking needs at least one paying Small Folk and Big Folk ticket to be a valid booking.

Due to the logistics of the show, our maximum group size is 8 Human Folk per booking. 

Lapland is an immersive theatrical experience. Like any theatre experience, each tour has a strict limit on the number of Big Folk and Small Folk, and this cannot be exceeded. This is because each family requires their own seating, and each Small Folk requires a dedicated workbench to take part in the activities in both the Toy Factory and Mother Christmas’ Kitchen. 

You will visit Father Christmas in your booked group; please note we are unable to split or merge bookings to visit Father Christmas. If two families wish to visit Father Christmas separately, they must make two separate bookings. Similarly, if two families wish to visit Father Christmas together, they must make one booking (not exceeding our maximum of 8). 

Separate bookings made on the same tour date and time can request to be linked for all the Lapland activities. 

During the first 90 minutes of the Experience your tour will split into two smaller groups- ‘Team Reindeer’ and ‘Team Husky.’ If you and another family are booked on the same tour and you would like to link your bookings, please get in touch with us! 

This means that you will experience your journey through the magical world of Lapland together, before splitting into your separate booking groups to visit Father Christmas. 

Please note that we’ll need confirmation from both lead bookers to action this. 

Tickets are sold subject to license and are non-refundable, except as specifically set out in these Ticketing Terms. This is also subject to any rights you may have under TicketPlan Protection purchased when you bought the tickets.

You have a legal right to change your mind and receive a refund within 14 days of when your booking is completed, when you see the “Booking Confirmation” page on your screen. You do not have a right to change your mind once you have used the tickets for the Experience, even if the 14 days ‘cooling off’ period is still running. You are not entitled to a refund of your initial payment if you cancel more than 14 days after your purchase.

Full information about our Terms and Conditions can be found by clicking here. We strongly recommend you review these terms and conditions before you make a booking.

Please note all tickets to LaplandUK are also non-transferable to another family or season.

LaplandUK has partnered with TicketPlan to offer cancellation protection as part of your booking, subject to a fee. We strongly recommend that you include this option when making your booking, as this will protect you against being unable to attend due to accidents and unexpected illnesses. Full details are included in the TicketPlan terms and conditions, available here, which we advise you to read before purchasing and then retain.

By purchasing TicketPlan Cancellation Protection, your tickets are refundable subject to the terms and conditions of TicketPlan. Please note that the cancellation protection fee is non-refundable, this includes being unable to attend due to the cancellation of the event.

The booking fee attached to your booking is also non-refundable under any circumstances, including being unable to attend due to the cancellation of the event.

Please note your booking will not be covered should you be unable to attend the event due to Government restrictions or advice should LaplandUK remain open.

TicketPlan Cancellation Protection is only able to be purchased at the time of booking. You will not be able to add it to your booking retrospectively.

In ‘My Lapland’ you can: 

• Add additional Small Folk/Big Folk tickets to your booking (subject to availability). 
• Purchase Jingles to spend in the Elven Village. 
• View any remaining availability to move your booking to an alternative date or time (providing your booking does not exceed the maximum limit of 8 tickets). 
• Input your Small Folk’s special information to be passed to Father Christmas in advance of your visit (we recommend entering this information no later than 48 hours prior to your visit). 

To login, click ‘My Account’ at the top of this webpage, and enter your booking reference number. An email with a ‘magic link’ will then be sent to the lead booker’s email address. Follow the link to access your portal.  

You can add personalised information about your Small Folk in your ‘My Lapland’ portal!  

Simply click the ‘My Account’ button at the top of this webpage, and enter the email address associated with your booking.  

You will then be sent a ‘magic link’ to your email address; click this to access your portal. Once you have accessed the portal, click ‘Personalise’, and submit the details for each of your Small Folk on the booking.  

Make sure to read our Helpful Hints to help us create a truly magical visit! 

Your Small Folks’ invitations will arrive in an invitation presentation box which is part of the postage and packaging fee, sent one per booking. As we are only able to store one address per booking, (entered during the booking process), we are unable to send your invitations to separate addresses. 

Father Christmas will be sending out invites in chronological order of tour date. You will receive an email when your invitation box has been posted. 

If you haven’t received your invitation box 3 weeks before your tour, please get in touch with the team at enquiries@laplanduk.co.uk.  

Please open your invitation box before delivering it to your Small Folk!   

Take everything out of the box, except the invitation, saving everything else for when you need it later.  

When you are ready to deliver the invitation(s), place the box in the freezer for one hour, when the box is icy cold, ‘deliver’ the invitation(s) ‘straight from Lapland’, creating a memory to last a lifetime! 

LaplandUK appears once a year in Swinley Forest.

Whitmoor Forest
Swinley Rd
Winkfield Row
Ascot
SL5 8BD

Yes, parking is included in your ticket!

The time you book is the time your tour will depart and your journey to Lapland begins! To avoid disappointment, we recommend you aim to arrive 20-30 minutes before your tour time. Due to the carefully timetabled nature of your visit, if you arrive late for your tour, you will be caught up to where your tour is in the Experience. Upon arrival you will wander into the Elven Bazaar where you can grab a steaming cup of hot chocolate and meet Grapevine, who will make sure you have his winter edition of The Lapland Times!

Your unforgettable personalised audience with Father Christmas will take place in the final hour of your journey. Your Experience will conclude 4-4.5 hours after your magical journey begins!

Due to the personalised nature of the visit, families can only visit Father Christmas in their booked group. If you have linked your booking with another booking group, you will experience the journey through Lapland together, before splitting into your booked groups to visit Father Christmas. Similarly, we are unable to split bookings for separate visits to Father Christmas.

*The Toy Factory toy, one per Small Folk ticket, is discreetly handed to Big Folk on exiting Lapland, ready for you to ‘deliver’ from Father Christmas on Christmas Eve!

As a thank you for helping to save Christmas, each Small Folk will receive a beautiful husky dog from Father Christmas, which will be theirs to take home and love. Year on year, returning Small Folk can gradually collect their very own Husky Heroes sled team! 

Keep an eye on our social media pages to find out which member of the Husky Heroes your Small Folk will receive this year! 

Please note: complimentary infants do not receive the Husky toy from Father Christmas, however, they will receive a special gift. If you wish to order any of our Husky Heroes, please visit the Christmas Shop. 

All Small Folk attending on a child’s ticket will receive the toy they helped to make with Whittle, Wish & Conker in the Toy Factory as part of their Lapland experience.  

There will be an exciting announcement closer to your visit to let you know who the Toy Factory toy is this year, so keep an eye on our social media pages! 

Don’t forget to collect your toys as you leave through our Departures. Please check you have the right amount of the Toy Factory gifts, you will need to ‘deliver’ them from Father Christmas on Christmas Eve! Should you forget to collect the special surprise, they can be sent at an additional charge of £6.00 per toy, however, if your visit is very near to Christmas, please be aware that we are unable to guarantee delivery before December 24th. 

 Please note: complimentary infants do not receive the Toy Factory Toy, however, if you wish to purchase the Toy Factory Toy for your infant, this may be available on the Elf Emporium. 

While you will be inside for some sections of the event, the majority is outdoors in the natural forest setting of Whitmoor Forest. Due to this, we recommend you bring appropriate footwear and wrap up warm.

Don’t worry though, there are plenty of areas which offer shelter to keep you warm and dry. Please be aware that despite our best efforts, due to the setting of the forest, some pathways are steep and can get muddy at times. If you wish to come dressed as an elf that’s more than welcome!

We would suggest coming dressed as ‘Conker – the silly elf’ – it makes him giddy with excitement when he sees someone who looks like him!

Lapland features several cafés, as well as a restaurant in the Elven Village. 

Families will have the opportunity to choose from a range of delicious meals including gluten and dairy free, vegetarian and vegan options as well as an array of sweet treats for all the family, including crepes, ice cream and hot chocolate. There will also be a selection of delicious refreshments to choose from upon arrival before you begin your tour.

External food and drink is not permitted within LaplandUK, but we have a whole host of delicious food and drink available from our Elves’ very own restaurants!

Jingles are the official currency of Lapland UK! They are created by our very own Ambolt, who also built Father Christmas’ sleigh, in his forge. You’ll meet him on your visit!

Elven Jingles can be purchased ahead of your visit, here, or, you can find them on your travels throughout LaplandUK! 1 Jingle = £1 and can be transfered back at the end of your visit.

Please note, Human World Sterling is also accepted throughout site – card only.

Superstar Day is a specifically adapted show, tailored for those with additional needs. We are proud to be the first company in the UK to designate a specific adapted day to allow greater flexibility and support for those with additional needs.

Superstar Day differs from a standard day; the day is subsidised by LaplandUK, and all tours operate at a significantly reduced capacity. Tours are, therefore, quieter with improved accessibility and offer the additional support of medics and BSL signers, if required.

For guests who are hard of hearing and would like to request BSL signers, once your booking is made, please email enquiries@laplanduk.co.uk with the booking reference and your tour time. For our wheelchair users, we remove furniture from several of the sets to allow greater access.

Our Superstar Day is very popular, and places are secured on a first-come, first-served basis.

Please note, although our Superstar Day is our only reduced capacity day, we would also recommend our 8am and 8:30am standard tours for booking groups that are looking for a quieter tour and reduced capacities.

As the first tours of the day, your tour group are amongst the first to reach the Elven Village, therefore, the time spent here, will be quieter than if you attended at a later tour time. Your tour group will also be the first to visit Father Christmas’ woodland home, meaning less families will be in Compass’ lobby, prior to your visit to Father Christmas!

BSL INTERPRETERS

BSL Interpreters are available on our Superstar Day tours (please advise us by email if BSL services are required once your Superstar Day booking has been made).

If you are visiting on a different day, please contact our online Elf Help Team who will be happy to advise on what arrangements can be made for you.

LaplandUK wishes to be fully inclusive and makes every effort to ensure that our event is as accessible to as many guests as possible. To download our guide, please click here.

This guide has been produced to give you a detailed and realistic view of our event and the services that we offer for those with accessibility requirements. It will enable you to assess your own abilities and make an informed decision about whether the event is suitable for you and your loved ones. We hope that you find it helpful and informative. 

If there is anything we can do to help, we’d love to hear from you! Please get in touch with our friendly Elf Help team who will be very happy to assist. 

We understand that some guests require additional assistance. Therefore, LaplandUK offers Personal Assistant concession tickets, sold at a discounted 50% rate, on every tour across the experience.  

All Personal Assistant Concession tickets must be selected when making a booking – we cannot apply any discount on the day. 

To see full information about our Personal Assistant concession tickets, please go to our 2023 Accessibility Guide, here.

We have a helpful bunch of Human Folk on hand to answer any questions you may have.

Please get in touch at enquiries@laplanduk.co.uk