Santa's Grotto Experience

Can I get a refund on my Santa’s Grotto ticket?  All tickets are Non-Amendable and Non-Refundable.  Please note that the UK General Law for all Ticketing applies: you are able to amend your ticket booking within 24 hours of making your initial booking.

Can I exchange my Santa’s Grotto ticket?  All tickets are Non-Amendable and Non-Refundable. Please note that the UK General Law for all Ticketing applies: you are able to amend your ticket booking within 24 hours of making your initial booking.

How many children can I book for?  You are able to book up to 4 children in a row within the same time slot period, e.g. If you have 4 children attending, it will be 5 minutes with Santa per child, meaning 20 minutes in total for your group booking.

What is included with the ticket?  Each ticket includes: a welcome from Santa’s Elf, entry to Santa’s Grotto (found on the First Floor of Daniel Department Store in Windsor), a conversation with Santa and a gift from Santa.

My child is between the ages of 0-3, do I have to buy a ticket? And is Santa’s Grotto appropriate for babies?  Please note that Babies and Newborns will be charged £10 for entry to Santa's Grotto, there are gifts provided for the age category of 0-3 years old.  Babies are welcome to enter, however, we typically recommend Santa’s Grotto for children aged 1 year or older.

Is there a maximum age limit?  The Santa's Grotto experience is recommended for the majority of children up to the age of 12, there are gifts provided for children between ages of 9-12 years old.  Please note: we are inclusionary and we would not prohibit any child on the basis of them being over 12 years of age.

What kind of gift will my child receive?  We do our best for gifts to be age appropriate based on the child’s age categorisation, either: 0-2 years old; 3-5 years old; 6-8 years old and 9+ years old. Please note that all gifts from Santa in 2023 will be unisex, with no gender divide.

Can I exchange or return my gift from Santa? Please note that due to the quantity of Grotto attendees, the policy is that Santa's Grotto Gifts are non-exchangeable and non-refundable.

How long does the Santa’s Grotto experience last?  The Santa's Grotto experience lasts for approximately 5 minutes per child, per ticket - this is to ensure that all children have a fair amount of time with Santa during their visit.  Inevitably, some visits may be slightly longer or slightly shorter, but our team on the day try to ensure there is a fair and reasonable amount of time spend with Santa per child and per family – to ensure all guests have an enjoyable experience.

Will you have Social Distancing in place?  We will not have the Perspex screen in place that we had historically during the COVID Pandemic. We will also not have children “sat on Santa’s lap” in the traditional sense - children are no longer allowed to sit on Santa’s lap. There will be seating provided for both Santa and the children separately.

What happens if I am late to my booking?  If you are late to your booking then unfortunately, we cannot definitely guarantee entry.  Our Elves & Assistants on the day will do the best they can to fit you in around other bookings where possible – but due to Santa’s tight schedule of bookings, entry will not be guaranteed if you are late to your allocated booking time slot.

What time should I arrive for my booking?  Please arrive 10 minutes before your booking time slot, to ensure you have found Santa’s Grotto area and to ensure that you do not miss your allocated booking time slot.  Please do your best to arrive early – this facilitates a more pleasant Grotto experience for the visiting children. Late attendees can also have a knock-on impact on other guests booking slots.

Do you have any Walk-In appointments? No, there are no Walk-In appointments at Santa’s Grotto 2023 - it is Bookings Only.  Santa’s Grotto at Daniel Department Store is extremely popular, so in an effort to reduce lengthy queues and long wait times, we now operate a bookings only ticket system. If you would like to book a ticket to Santa’s Grotto 2023 please endeavour to book early, in order to avoid disappointment. We do apologise if you have missed out on your preferred booking timeslot, or if the event is sold out. There are unfortunately a limited number of timeslots available with Santa.

Where is Santa’s Grotto? Located on the First Floor of Daniel Department Store - based in Windsor, Berkshire.

Thank you for your interest in Santa’s Grotto! We wish you a Merry Christmas and we hope you have a magical experience 🌟🎅🎄

Discover more on the Daniel Department Store website: www.danielstores.co.uk

If you have any ticket enquiries, please contact:

Telephone: +44 (0)1753 743900
Email: windsor.tic@rbwm.gov.uk