FAQ for parents

NB All family visits require booking via the website or telephone booking lines
What is LaplandUK?

LaplandUK is the UK's award winning premier Christmas family theatrical experience that recreates Father Christmas' arctic homeland for one month every winter to celebrate a child's belief in Father Christmas. The visit lasts approximately 3.5 hours.

Adults book their family visit in advance of their daytrip, providing details about each child which allows Father Christmas to deliver a believable and personalised meeting to each child-pure Christmas magic!

Before the daytrip, each child is sent a personalised invitation from Father Christmas by post, inviting them to come to his woodland Toy Factory to help his busy elves finish making all the toys in time for Christmas.

On the day of their visit, each child is issued with an Elf Passport which allows them to journey the elves' secret woodland pathways to reach LaplandUK. On entering the arctic wonderland, every family enjoys 3 hours of festive fun, helping the elves in the Toy Factory, decorating gingerbread with Mother Christmas, skating, meeting husky dogs and reindeer, visiting the elves village and writing letters from the North Pole post office. Children can even visit the Elf Bank to exchange pounds into Elf currency, the Elf Jingle! The highlight of the day is of course, your magical meeting with Father Christmas in his woodland home, where every child receives a luxury keepsake gift.

Every aspect of the LaplandUK event is of the highest quality. We have sourced the very best of Britain to deliver this exceptional experience because we are a company that cherishes childhood and understand that families desire the very best childhood experiences for their children.

Is LaplandUK a theme park? How will our LaplandUK experience work?

No, LaplandUK is not a theme park, but a temporary immersive theatrical experience that is newly built every winter.

Your visit to LaplandUK is a timed experience similar in protocol to a theatre production, so punctuality is essential.

A tour departs every 30 minutes throughout the day and lasts 3.5 hours.

The LaplandUK experience begins at the time you choose when booking and follows a fixed itinerary throughout your visit. The initial Elf Glade, Toy Factory and Mother Christmas Kitchen experiences last 1.5 hours in total. Thereafter, families have a 90 minute interval to enjoy the atmosphere of LaplandUK' s village square where families can go skating, dine in the Log Cabin, visit Father Christmas' North Pole Post Office and gift shop and see the elves busy at work as they prepare for Christmas.

After the interval it is time for your personalised meeting with Father Christmas. His reindeer are also located in the woods.

Your family will meet Father Christmas at the end of your daytrip, approximately 3 to 3.5 hours after the beginning of your tour.

NB: Unfortunately, failure to arrive punctually for a timetabled activity will result in the loss of this session as we are unable to reschedule activities

Where is LaplandUK?

For Christmas 2014, LaplandUK will be staged at Whitmoor Forest, Ascot, a beautiful part of the Windsor Estate which is managed by the Crown Estate, Berkshire.

Please see our How to Find Us page for further details

What are your opening dates and times?

LaplandUK will open on Saturday 29th November and close on Christmas Eve 2014

We will be closed on 2nd, 9th, 10th, 16th December

Tours will depart from 9am-6pm

How much are tickets?

Tickets cost £45-£75 (premium) per person depending on the date and time of your visit (plus SEE Tickets booking fee which does not benefit LaplandUK)

Is LaplandUK an open event? Can I buy tickets on the day?

No, LaplandUK is similar to a theatre production with a fixed capacity. Only a certain number of visitors can book each tour to ensure all children have their own work station in the Toy Factory and Mother Christmas Kitchen.

One tour departs every half an hour throughout the day and lasts 3.5 hours. All visits must be booked in advance online or by telephone.Early booking is strongly recommended to avoid disappointment.

What is included in the ticket price?

Included in the ticket price is a personalised invitation to every child by post, entry into Father Christmas' arctic homeland, an elf passport for every child, all activities, skating and a beautiful gift for every child.

What are premium tickets?

Premium tickets are visits on the most magical dates of the season. Every family visiting on these dates receives a limited edition collectible keepsake bauble designed especially for LaplandUK 2014 from Father Christmas (value £15).

Please note, the LaplandUK experience is the same format for all days except Superstar (tailored for additional needs).

Why do visiting adults pay the same price as children?

LaplandUK is an immersive theatrical experience for all the whole family to enjoy. Much like the West End theatre, adult and child tickets are the same price. This unique outdoor theatrical event is newly built to the highest standards every winter. We celebrate the magic of a child's belief in Father Christmas creating precious memories for the whole family to cherish for a lifetime.

Can I bring my baby?

Of course, babies are classified as a child under the age of 12 months and visit without charge as Observers. Please note a baby ticket does not include participation in any of the activities or qualify for the husky soft toy gift.

Please however, enter your baby's name during the booking process as Father Christmas will like to include them at your meeting.

Baby food can be heated up in our Log Cabin dining area where bottle warming facilities are also available.

At what age does a child qualify as a child?

Age 1 - 16 years at the time of the visit.

What information do I need to provide for Father Christmas about my children when booking?

During the booking process you will be asked the following questions about your children to provide the magical personalised audience with Father Christmas so please have the details to hand when making your booking:

  • Child’s name
  • Child’s date of birth
  • Child’s Favourite person /pet/thing
  • Child’s favourite hobby or pastime

 

At what age does a child qualify as a baby?

Up to and including 12 months of age at the time of the visit.

I have booked my family visit, when will I receive my tickets?

SEE Tickets will begin dispatching child invitations and tickets mid-October.

The status of your order can be tracked by entering your booking reference number at SEE's online order tracker:
https://www.seetickets.com/CustomerService

If tickets have not arrived 7 days prior to your visit date, please contact SEE on 0871 620 7063.

This ticket must be produced on the day of your visit for entry into LaplandUK (please see Terms & Conditions. Calls cost 10p per minute plus network extras.)

What do I need to gain entry on the day of my visit?

Please bring your ticket for entry to LaplandUK on the day of your visit.

Failure to produce the right documentation will result in non-admittance without refund (please see Terms & Conditions).

The child invitation is not needed to gain entry to LaplandUK and is purely a keepsake for your child to signal the start of their LaplandUK adventure.

Further visitor information to make your LaplandUK day trip run smoothly will be available to download via a website link in your booking confirmation email.

I want to go with another family, can I do this? Can we see Father Christmas together?

Please book the same tour time as the accompanying family but make two separate family bookings. On the day of your visit please arrive at Elf Check In together and advise the elves so that they can allocate you the same group for the Toy Factory and Mother Christmas activities. We will endeavour to allocate the same group although this cannot be guaranteed. All visitors on the same tour spend 90 minutes on the Village Square together.Please note, each family will visit Father Christmas separately to ensure a personalised meeting.

Please note Father Christmas' house only holds 8 visitors comfortably.

When do I give my child their invitation?

Parents, now it's your turn to play your part in creating the magic!Your child's invitation will be sent in the same envelope as your entry ticket so it cannot be seen by small eyes! You need to deliver the invitation to your child when and how you feel the most magical - might they find it up the chimney, on their pillow, on the doorstep, in their playhouse etc?

Please note: If you have not received your child's invitation one week prior to your visit, please contact SEE's Customer Services on 0871 620 7063. (Calls cost 10p per minute plus network extras.)

For late bookings made within 5 days of your visit, invitations will be not be sent by post, but a downloadable version will be provided for you to print at home and give to your child, should you wish.

The invitation is not needed to gain entry to LaplandUK and is purely a keepsake for your child to signal the start of their LaplandUK adventure.

Can I cancel my booking and receive a refund?

All bookings are non-refundable (please see our Terms & Conditions)

Can I change the date or time of my tour?

Tour dates or tour times can be transferred for the same season, subject to availability, up to 72 hours before your scheduled visit by contacting SEE Tickets on 0871 620 7063.

Calls cost 10p per minute plus network extras.

Please note there will be an administration fee of £25 per family booking charged by SEE for this service due to the administration time involved in cancelling and refunding your original booking and processing a new personalised booking.

Bookings made during the January 2014 Earlybird week can be transferred without charge in September 2014 prior to LaplandUK’s general ticket release subject to availability by contacting SEE Tickets on 0871 620 7063 (calls cost 10p per minute plus network extras)

Can I change my child's recorded personal information e.g. favourite pet on my original booking?

Yes. We recommend you provide information about your child that is unlikely to change before the date of your visit, however, should you need to update your child's personal information for Father Christmas, you will be able to do this up to 72 hours before your visit by contacting SEE Tickets on 0871 620 7063. Please note there will be an administration fee of £5 per family charged by SEE for this service. (Calls cost 10p per minute plus network extras.) Information for Father Christmas cannot be changed on the day of your visit other than in exceptional circumstances.

How long will my LaplandUK experience last?

A day trip to LaplandUK lasts approximately 3.5 hours.

Will you be open in Kent as well as Berkshire this Christmas?

No. LaplandUK will only be open at Whitmoor Forest, Berkshire for the 2013 Christmas season with Kent no longer operating.

Can I make a group booking (e.g. brownies/cubs?)
Will our gifts from Father Christmas be different from last year?

Yes, all children visiting Father Christmas receive a beautiful collectable soft toy husky dog, newly and exclusively designed for LaplandUK each year so they can enjoy building their very own husky sled team over the years.

Returning customers, please tick to confirm you have visited LaplandUK before at the time of booking.

Is there a restaurant at LaplandUK?

Yes - a beautiful log cabin restaurant. Families will have the opportunity to purchase a range of delicious hot and cold light snacks and consume them in the wonderful atmosphere of our Log Cabin dining area in the village square during their 90 minute interval.

Please see the Food page of our website for further details.

Can we bring a picnic?

Unfortunately there is no picnic ground available at LaplandUK.

Please note: visitors with special dietary needs are welcome to bring their own food.

Is there a gift shop?

Yes, the LaplandUK gift shop selling Christmas products is situated in the Village Square.

Will we be outside?

Yes. LaplandUK is an event in a natural forest setting; We 'celebrate winter', so wrap up warm and wear appropriate clothing and footwear, but adon't worry the majority of the experience is inside to keep you warm and dry.

Please be aware that elements of the LaplandUK event are outdoor so despite best endeavours the woodland pathways can, at times, become muddy.

Can we come early?

Unfortunately not; every tour begins at a pre-determined time, similar to a theatrical performance.

Please check in with the elves 15-30 minutes before your tour begins. Please try not to arrive much before then as there are only limited facilities available in the forest environment prior to the start of your LaplandUK experience.

What happens if we are late?

Unfortunately as every visit follows a pre-arranged programme of activities, late arrival will result in a family forfeiting the earliest sessions of their experience.

Please do not contact LaplandUK directly if you are running late, but simply inform the Elves on arrival and they will organise for your family to join your tour party at whatever point they have reached on the timed itinerary. (Please see Terms & Conditions).

Can my family visit Father Christmas after Christmas Day?

Sorry, Mother and Father Christmas and the Elves will be having a well-earned rest and will no longer be receiving visitors after Christmas at LaplandUK.

What happens if it rains, will the snow wash away?

LaplandUK is like a film set, using the world leader in artificial snow production. They provided the snow effects for James Bond, so they can certainly handle the great British weather!

What happens if it snows?

LaplandUK will open.In the highly unlikely event we need to close we will post a message on our website.

Families affected by our closure will be rescheduled. If there is no longer availability families will be refunded.

Please note LaplandUK does not accept any responsibility for families' failure to attend if the LaplandUK is open.

Can I bring my dog?

Unfortunately, due to the other animals at LaplandUK, only guide/hearing dogs are permitted (please see Terms & Conditions ).

Does LaplandUK support any charities?

LaplandUK has been privileged to create Christmas magic for many deserving charities.

In 2014 we will once again be working with local children's hospices and families of the Armed Forces on active duty.

If you are a Charity with an enquiry please contact [email protected].

How accessible is LaplandUK to disabled visitors?

LaplandUK is an event in a natural forest setting. Every effort is made to make the site accessible ,however, despite best endeavours the woodland pathways and some areas can at times become muddy. For this reason we recommend wheelchair users are accompanied by able bodied visitors. The woodland pathways are not accessible to electronic wheelchairs.

Is all the wood used at LaplandUK from sustainable sources?

Yes, from certificated managed forests.

Can I smoke?

No, LaplandUK has a no smoking policy in all areas of the site.

Can we take photographs or video?

You are very welcome to take photographs around the LaplandUK village, but strictly for non-commercial use. Photographs are not permitted in Father Christmas' house but you have the option to purchase professional photographs of your family with Father Christmas from the shop.

Is there a designated time slot to go ice skating?

Every family has 90 minutes of free time on the Village Square during their LaplandUK itinerary and you are free to skate on our real ice rink for as much of this time as you wish.

Penguin supports are available for young children.

Please note, while every effort is made to make the skating as safe as possible, it is undertaken at your own risk.

Is there adequate parking at Whitmoor Forest and is there a parking fee?

There is free parking to accommodate every visitor at Whitmoor Forest.

Is there a charge for parking?

No, parking is free at LaplandUK

How can I add magical extras to my booking after I have bought my tickets e.g Elf Jingles?

Please contact SEE Tickets on 0871 620 7063 (calls cost 10p plus network extras) and they will amend your booking

What is an Elf Jingle?

An Elf Jingle is the unit of currency used at LaplandUK.

What is the value of an Elf Jingle?

£1 = 1 ELF JINGLE

How many Jingles will I need for my family's daytrip?

We recommend a minimum of £10 (10 Elf Jingles) per visitor for food and refreshment or souvenirs at the new Elf village*.

Do I need to order my Elf Jingles in advance?
We recommend pre ordering at the time of booking to benefit from FAST TRACK collection on arrival at LaplandUK.

 

How and where do I collect my pre ordered Elf Jingles?

For security reasons we do not send Elf Jingles by post. When you receive your tickets you will also receive an Elf Jingle ticket to be exchanged for your pre purchased Elf Currency.

PLEASE NOTE: YOU MUST BRING YOUR ELF JINGLE TICKET ON THE DAY OF YOUR VISIT TO RECEIVE YOUR ELF JINGLES.

Failure to do so will result in the loss of your pre ordered currency.Can I exchange any unused Elf Jingles into pounds before leaving LaplandUK?*Please note Elf Jingles are non refundable although change from Jingles given for purchases at the Photographic Shop at the end of your daytrip can be in sterling.

All pricing at LaplandUK will be in whole Jingle denominations. Any unused Elf Jingles can be donated to the LaplandUK Charitable Trust on exiting LaplandUK.*Please note Elf Jingles are numerically coded and can be traced when used. LaplandUK is not responsible for Elf Jingles which are lost by visitors. Lost Elf Jingles will not be replaced.

Superstar days

At LaplandUK we recognise that not all our visitors are able bodied with many having special needs.

Although we are delighted to annually welcome many visitors with additional needs, we are inundated every year with requests for children with significant challenges, both physical and mental, which inspired us to introduce 'Superstar days' at LaplandUK in 2011, which we believe are the first tailored days of their type in the UK.

Superstar days are days that have been especially tailored and subsidised by LaplandUK to support the special needs community, which we hope will enable more children to experience the magic of Father Christmas.

Our mission is to allow more children the opportunity to 'Believe in the magic' so we have been thrilled with the enthusiastic response to our introduction of these 'Superstar' days.

"In the past few years we have used LaplandUK for children who are not able to travel out of the country and the wishes have been a great success!"

Jo Micklewright, Head of Wish Granting, Make-a-Wish Foundation

FAQ

Who is this day for?

The families of children or adults with additional needs.

When is the 'Superstar' day in 2013?

LaplandUK's Superstar day 2013 will be held on Wednesday 4th December.

How do I book Superstar tickets?

Tickets for Superstar Days can be booked online - see booking pages or telephone 0871 620 7063. (Calls cost 10p per minute plus network extras.)

I have other able bodied children, can they come on a 'Superstar' day too?

Yes, siblings are welcome .As with the standard daytrip, children under 16 receive a gift from Father Christmas.

I am a carer. Do I pay too?

Yes, Superstar day tickets are already significantly subsidized by LaplandUK as each tour runs with a 30% reduced capacity and 50% longer sessions to accommodate our Superstars. Every visitor above 12 months of age requires a ticket for entry to LaplandUK.

Do the accompanying visitors remain with the Superstars for their daytrip?

Yes, as with a standard visit to LaplandUK the party remain together throughout the day and are fully responsible for caring for the Superstars in their party.

How will the Superstar day be tailored for the special needs community?

More relaxed pace recognising that sometimes things take a little longer.

Increased lunchtime

Alternative entrance for visitors who have difficulty coping with enclosed spaces.

More LaplandUK performance staff to deliver the experience.

Adapted activities - Toy factory, Mother Christmas kitchen.

How long will the Superstar daytrip take?

Approximately 4.5 hours

We are a special needs group/school/charity, how do we organise a 'Superstar' visit?
Will we have to walk far or push wheelchairs any distance?

A LaplandUK daytrip includes some walking throughout the visit. Please do bear in mind that LaplandUK is constructed in a wood and underfoot can therefore be uneven.

Is LaplandUK an outside event?

Yes, although the majority of the day is spent inside.

My child has limited hand movements and his abilities are generally limited, will he still be able to participate in all the activities?

Our aim is to help and assist wherever necessary to ensure as much interaction as possible but please feel free to help where you feel it may be needed.

Will there be bright lights, noise or dark areas?

It may be dark in some areas of the glade but please let us know if your child does not like this and we will work with you to find an alternative option. Noises will include the fun of Christmas with music and song but nothing too loud and no strobe lighting will be used.

Do you have wheelchairs available for hire?

No, due to the specialised nature of wheelchairs we do not stock any for hire.

Are you able to cater for the cold storage of medicine?

Sorry no. Do let us know though if this is a problem and we will do all we can to help.

Will there be a First Aid station and First Aiders on site should I need them?

We do have First Aiders on site and a First Aid station available for minor injuries, accidents or incidents.

Are there disabled toilets and disabled parking facilities?

Yes, please do not hesitate to ask a member of the team if you need further help.