All proceeds from ticket sales minus admin fees and VAT will be donated to charity. Proceeds will go to Julia’s House Hospice (1067125) (collectively known as ‘The Receivers’). 

Founded in 2003, Julia’s House Hospice offers free respite care for seriously ill children and their families however they need it most - in their home, at their hospice and in the heart of their community. They provide at least 200 hours of care per year for each family they support which is why their work is so important.

Tickets should be pre-booked online wherever possible. We highly recommend advance booking online to avoid disappointment. Where a session is fully booked, there may be the possibility to buy tickets last minute on the door via QR code in the event of a cancellation, but this will be on a first-come-first-served basis.

Babies and children aged 2 years and under do not require a ticket, children and adults aged 3 years and above will require a ticket.

No, you can however amend the date and time of the booking yourself, subject to availability.  In order to be able to amend your booking you will need to have registered for a DigiTicket user account.  This can easily be done while purchasing tickets and you will be prompted to do so at the end of your transaction.

You cannot make amendments to a booking on the same day that the booking is for, however you can amend future bookings up to 12 hours before the sessions scheduled start time.

Bookings will be made under the name of the person booking for your group.

You do not need to change the name on the booking as long as the persons attending have the confirmation email and know the booking name.

Our Santa Storytelling sessions are created with pre-school aged children in mind. 

Our main grotto experience is an all-ages event for the whole family; however, it's created with children aged 4-14 years specifically so please bear this in mind when booking.

Space is limited however you can bring your pram/buggy inside the event space.

Please note, we will not be liable for any belongings or buggies left unattended. 

No, you may show it on your smart mobile or make a note of the booking name and your reference number. In the interest of saving trees, we recommend not printing your ticket!

Tickets are non-refundable; however, we may be able to rearrange your booking (subject to availability). If you are having trouble rearranging your booking, then contact our team via tickets@bakehousefactory.co.uk

You can make changes to your booking online up until 12 hours before the booking date and time (subject to availability) if you have a DigiTickets account. Bookings are unable to be amended on the day they are booked for.

If you do not have an account, please email tickets@bakehousefactory.co.uk at the earliest possible convenience with your booking reference number to request a different slot, subject to availability. (It helps if you have a look on the website for the available slot you'd like us to change your booking to!) 

We will do our best to respond within 12 hours, however cannot guarantee this during busy periods.

The main grotto experience lasts approximately 25 minutes, please allow 35 minutes for your session to include time for entry, seating and exit.

Santa Storytelling Sessions last approximately 30 minutes. 

You may take photographs of your friends and family.

If you are late for your booking time, we cannot guarantee that you will be able to participate and you may need to come back at a later time or on another day (subject to availability.) 

Please contact our team on tickets@bakehousefactory.co.uk and we will do our best to rearrange your booking to a later slot, but cannot guarantee this (subject to availability.) 

Only card payments are accepted - either online when booking, over the phone where pre-agreed or at the venue via QR code if payment was not made online or you are adding additional tickets to an existing booking. We are not able to accept cash payments.

If your session is cancelled by the organisers, we will endeavour to rebook you onto another session.  If there are no further sessions available or you are not able to attend any alternative dates offered, then we will refund the cost of your tickets. 

If the event is cancelled, your tickets will be refunded. 

Adults not require a ticket, however should note the venue has a limited capacity, so there will be a maximum of 2 Adults per booking - unless in a larger family or group.

The nearest public toilets are situated next to Clarks.

We request that you do not eat and drink in the venue. 

Every Sunday, we will be opening the event for 1 tailored SEND Session from 11:00 - 11.25. An inclusive session that involves the same activities, but in smaller groups and a quieter environment to cater for SEND persons.

If you have any further questions about our SEND sessions or have any specific ticketing, access or support needs you would like to talk to us about, please speak to our team via tickets@bakehousefactory.co.uk. We will respond to all enquiries within 48 hours.

There may at times be the presence of a professional photographer or videographer. By purchasing tickets for the event, you agree to photos or videos being taken with the possibility that these may be used by the organisers to promote this or future events. If for any reason you do not wish for you or any member of your group to be recorded or photographed, please notify our team on arrival and we will ensure your wishes are adhered to.

Please find us next to The Cosmetics Company Store, opposite Boss. This is also located right next to the West Entrance. This is an inside experience. 

Pets are not permitted inside the venue, except for registered assistance animals.

Smoking and vaping is not permitted inside the venue

In order to ensure that everyone is able to enjoy the experience, please ensure all mobile phones are either turned off or on silent while inside the event.

We apologise but there will be no refunds. Bookings can be amended to another date (subject to availability) up to 24 hours before your booked session.

Please make sure you register for an account when purchasing your tickets to enable you to access and make changes to your booking.

You are welcome to pass your tickets to a third party if you are unable to attend your booked session.

If you choose to sell or give your ticket to another person, you do NOT need to notify the venue of the change of name, they will just need to have the booking name, booking reference number and QR code. We will be unable to help with any enquiries relating to booked tickets from persons who are not the named person who bought the original tickets

We cannot accept liability for tickets passed to a third party or any transactions between third parties.

Apologies but we cannot accept any responsibility or liability for tickets NOT purchased directly from our ticket site or website.  We will be unable to help with any enquiries specifically related to booked tickets from persons who are not the named person who bought the original tickets.

Tickets are free, however there is a booking fee of £2.50 per child which goes directly to Julia's House Hospice charity. 

The event is free with a £2.50 booking fee per child which is donated to Julia's House Hospice Charity.

If you were not happy with your experience and would like a refund, please email tickets@bakehousefactory.co.uk to request a refund. No refunds will be given on site at the event UNLESS you are a walk-up and purchased your ticket on the door using our card machine.