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FAQs / Help

How do I use my DigiTickets?

You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. You may make a note of this number and take with you when you visit the attraction in place of a ticket, although we suggest printing out the email as this will contain a barcode which will grant you quicker access.

Do you issue refunds?

Tickets will only be exchanged or refunded if Garden King, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is cancelled, refused or relinquished for any reason. Changes/Amendments to your booking: Any changes/amendments to your booking will incur an administration fee (£1 per person for date changes & ticket changes, £1 per booking for full cancellations). No refund can be given for cancellations made less than 2 weeks before your admission date. 

What happens when I buy a ticket online?

On completion of your order, you will be emailed a DigiTicket containing a barcode and booking reference number.  Present this ticket on arrival, or if you don’t have a printer, simply make a note of the Booking Reference Number.

Where is the Fast Track desk?

We do not have an assigned Fast Track desk, look for signage on the day for your quickest and easiest entry route.

I don't have a printer...

You do not have to print out the 8 digit booking reference – simply make a note of the Booking Reference Number and take it with you, coupled with some ID.

How long will I be in the activity / event last for?

The experience will take around 45 minutes from start to finish, there are 3 activities before your visit to Santa and then a visit to the Toy Shop after the grotto.

What time should I arrive?

You must arrive 10 minutes before your activity starts.  Please report to the Grotto welcome desk with your ticket and we will direct you to the activity. Each session will start promptly and unfortunately we cannot wait for late arrivals.

Is Car Parking available?

Yes, there is FREE car parking at Garden King garden centre.

Can I make group bookings?

Due to capacity limitations and operating hours, we are unable to accept group bookings.

Is there wheelchair access?

There is wheelchair access for one person per session.

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

It may be possible to purchase a ticket on the day - but due to capacity limitations we may ask you to come back at a later entry time. Outside of grotto opening hours, we can only accept ticket purchases via the website.

Do you have restrooms available?

There are toilets located at the Garden Centre, please try to use the facilities before you enter Grottoland to avoid spoiling your visit to Santa. Timings are strict, the experience will continue if you need to leave for the toilet.

Can I make a change to my booking?

It may be possible to change your booking (move your timing slot, add tickets to your booking etc) this is subject to availability and is solely at the discretion of Garden King. Any changes/amendments to your booking will incur an administration fee (£1 per person for date changes & ticket changes, £1 per booking for full cancellations). No refund can be given for cancellations made less than 2 weeks before your admission date. 

How can I get in contact with you?

For any grotto related enquiries please call Garden King on 01283 550516 or email grotto@gardenking.co.uk

Trouble with your purchase? Contact Garden King

grotto@gardenking.co.uk 01283 550 516

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We provide the tools, expertise and support you need to manage the entire ticketing process, before, during and after the customer visit.