Having served over a million happy customers you can bet we've been asked all sorts of questions over the years, from the fairly normal to the completely bizarre. Here is a helpful list of our most frequently asked questions answered by our customer services team.
We are indeed! We launched in April 2007 and since then we've had the pleasure of getting over a million of you into the gigs you love. We work with many of the UKs biggest promoters, festivals and venues, as well as providing ticketing services to household names such as Absolute Radio and Time Out.
All our tickets are sourced directly from promoters and venues. We are not an auction site, and you won't find us selling tickets at ten times their face value. Check out our contact us page, and you'll see that we don't hide behind a PO Box number or a non-geographic phone number, and all our company and VAT registration details are there to provide complete transparency.
Gigantic are also members of STAR (Society of Ticket Agents and Retailers) who are the leading self-regulatory body for the entertainment ticketing industry across the United Kingdom, so you know you are always in safe hands.
Gigantic account is your own personal and secure login to Gigantic.com to make purchasing tickets quick and easy. You can set up an account by going to Gigantic.com and clicking "My Account" in the top right hand corner of the screen. From here you simply follow the on screen instructions and you'll be set up in minutes.
Card details are sent directly to our payment processing bank, we get back a unique reference which we can then use to link your account to your card. This means that Gigantic do not and will never have access to your card or bank details at any stage making it completely secure. Only the last 4 digits of your card number are available to our staff and this is what will be displayed in your account. You can chose to remove this from your account at any point, but with your card details saved to your account you will be able to login and purchase tickets in seconds!
Nope, your account can be edited by you at any stage. You can change everything; address, phone number, card details etc. This allows you to be completely independent when it comes to your ticket purchases, which means you can spend more time enjoying the gigs you love and less time on the blower to customer services.
You will only need to notify Gigantic of changes to your account if changes occur while you are waiting for a ticket order to be dispatched. If you fail to notify us of changes in this instance your tickets will not get sent to your new address and Gigantic will not be held accountable if these tickets go missing.
Booking fees pay for Gigantic to offer a 7 days a week, 24 hours a day booking service, labour costs, dealing with any order issues, keeping the website and mobile site running smoothly, developing the technology to make the order process as easy and efficient as possible, and ensuring you never need to queue up at a venue Box Office to buy tickets.
A booking fee is an additional charge on top of the face value of the ticket that makes everything happen. We know no one likes a booking fee, but sadly they are necessary and as a rule Gigantic do always negotiate with venues and promoters to provide the lowest booking fees possible.
You'll get a clear on screen confirmation with a unique reference number when your transaction has successfully completed. You will also be instantly sent a confirmation email to the email address you provided.
You can resend your order confirmation email by using the order tracker or logging into your account if you have one.
If you don't have the details of your order to hand, we can email you a list of all your outstanding orders.
If you still receive nothing or think you may have entered your email address incorrectly, please contact us
We accept Visa, Visa Debit, Electron, MasterCard, Maestro, Solo, and JCB cards. Sorry, we don't do Paypal, Diners or American Express.
If after entering your details and clicking "Buy Tickets" you are returned to the order form, scroll down to see what has happened. You may have just missed something out or entered it incorrectly. There is no need to start your booking again from scratch, just check all the details you have entered carefully, then submit your order again.
We have compiled a check list below of the most common reasons why orders fail:
The address you provide MUST be the address that your CARD is registered to (i.e. the address where your card statements are sent to), including the full postcode where applicable. If you have recently moved, or are a student with a term time and home address, please consider where the card itself is currently registered.
If you have a UK postcode beginning "CR0" or ending "0XX", please note that the "0" in either case should be entered as a zero, rather than the letter "O".
If your card has a start date or valid from date, or an issue number, please enter these as they are required for some types of card.
If you are using a wheel mouse, please check that the expiry date and start date are correct before you click the button, as these can inadvertently be altered when scrolling down with the wheel.
Please double check the CVS number (the last 3 digits from the signature strip on the back of the card). This is typically changed when a new card is issued, so if you have recently received a new card please check that you are entering the correct number.
If you are still having problems please contact us.
This will depend on who is acting as the payment processor for the event.
The majority of our events are set up to use Gigantic's payment processor. We don't get given much space on your bank statement, but Gigantic payments will appear as:
Gigantic.com tkts
#YOUR-ORDER-REF
If the promoter has requested we use their payment processor, this sale will appear on your bank statement under the promoters name.
We do not accept cash, cheque or Paypal payments.
Yes, we use 256-bit SSL encryption, the highest standard in common use. We use a GeoTrust Digital Certificate, and our order form carries the GeoTrust Trusted Site Seal, which you can click on for visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the web.
We use state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to confirm that they have authorised a ticket purchase. Please don't be offended if this happens ? it's better to be safe than sorry!
Tickets are delivered via Royal Mail standard post. If the tickets you are buying are irreplaceable, we will send your tickets out using a secure and insured delivery service. In these circumstances we use either Royal Mail Special Delivery or DX Secure. The cost for using these signed for services is higher than standard delivery and is set by the delivery companies not ourselves. This higher cost will be reflected in your delivery charge
A delivery charge includes the secure delivery of your tickets to your stated address as well as the physical ticket stock, the printing and packing of your tickets and the labour involved with this.
For orders outside of the UK, we will make an international delivery option available where possible. If the tickets are irreplaceable we will insist that you pick your tickets up at the venue's Box Office on the day of the event to guarantee entry and ticket security.
This varies from event to event because we don't always get the tickets into our office until nearer the date of the show. However, you will always be notified by email as soon as your tickets have been dispatched. If you haven't received your tickets 10 days prior to the event, please read on to the next answer.
If your tickets are being posted and you haven't received them 10 days prior to the event, please contact us with your reference number and we will chase it up for you. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least four working days before the show, so that we can contact all the parties involved on your behalf.
If your order has not already been dispatched, you can change your delivery address online. To do so please either use the order tracker or login to your account (if you set one up when purchasing tickets).
Be advised that Gigantic always strive to get your tickets to you as quick as possible, which is why it is a matter of urgency that you update your address or instruct our customer services team to do so as soon as possible. Gigantic cannot be held responsible if your tickets have already been dispatched to you prior to a change of address. In such instances Gigantic may not be able to refund or replace these tickets and we may not be able to make alternate arrangements for you.
If it's too late to get tickets to you by post, for most events we can offer Box Office Collection.
D'oh! Please check your tickets as soon as they arrive so we can try to sort out any problems. If anything seems to be wrong, please contact customerservices@gigantic.com straight away.
Box Office Collection means that your tickets will be waiting for you at the venue, usually an hour or so before the show starts. You will need to take the card you booked with, your reference number and valid ID (passport/drivers license) when you pick your tickets up.
Sometimes there is a fee for box office collection, this is to help cover the costs of the administration of arranging the collection and posting tickets to the venue when necessary
If the booker's name has been printed on the ticket(s)- the tickets must be collected by the person who is named on the ticket.
If the booker's name has not been printed on the ticket(s)- please contact customerservices@gigantic.com 72 hours before the event to enquire if somebody else can collect the tickets on your behalf from the Box Office providing they have a letter of authorisation, written by you.
If someone else is collecting your tickets from the Box Office they will need to provide a letter of authorisation to the Box Office from yourself, and the ticket collector will need to provide a valid form of ID (passport/drivers license). This formal letter should look like this:
This is a legal document designed to protect you from fraudulent use of your card, therefore, a poorly scribbled note on a scrap of paper will not suffice. TICKETS WILL NOT BE RELEASED TO YOU WITHOUT THIS.
Please note that letters of authorisation won't be accepted by every venue, and you should always check each event's specific terms of entry before trying to used one.
More often than not a single event will be being sold by numerous ticket agencies who will each have different allocations of tickets for the event.
As a result it's not unusual for different vendors to sell out at different times. This means that sometimes we will have tickets available that are sold out elsewhere.
Unfortunately, rules from venues or promoters mean that some tickets cannot be replaced. Always keep your tickets safe, after all they are essentially cold hard cash. Be aware that tickets are often printed on heat sensitive paper for security reasons, so please be careful where you leave them!
If the worst has happened, please contact us, quoting your reference number. If it's possible, we will make alternative arrangements to get you into the event. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least four working days before the show, so that we can contact all the parties involved on your behalf
Please tell us! We've tested our site using the most common platforms and browsers, but there are so many different combinations out there it's impossible to test them all. If you spot something that's not working properly, or just looks plain odd, let us know so we can fix it. Please email it@gigantic.com and give us as much detail as you can.
Information that will help us fix bugs includes...
Whether you are using a PC, a Mac or something else
Your operating system i.e. Windows, iOS, Android etc.
Your browser type and version i.e. Internet Explorer, Chrome, Firefox etc.
If you can send us a screen shot of the bug that would be great!
We really appreciate your input in helping to make the site better for everyone.
Tickets purchased are strictly non-transferable and non-refundable. We can only offer a refund with permission from the event organisers.
If you have purchased Ticketplan Refund Protection you can apply for a refund on their website
Please allow 5-7 working days for the funds to appear in your account.
For security reasons we are unable to refund to a different card or payment method.
If the money still hasn't reached you after 28 days, please our customer serivce team, quoting your order reference number.
Payment Plan allows you to pay for your ticket(s) over a number of instalments. Any booking & delivery fees will be included in the first payment.
Then, on the 1st of each month following you will pay off another chunk of the tickets you have ordered. There are no hidden costs or booking fees applied to the subsequent payments.
If the 1st of the month falls on a weekend or bank holiday, your payment will be taken the next working day.
If the funds aren't available in your account on the 1st of the month, if your card has expired, or your bank has rejected the payment due to 3D secure, you will be notified and given the opportunity to pay the amount due.
If you wish to cancel you payment plan, please notify us on customerservices@gigantic.com at least 7 days before the next payment date. We will then cease to take any remaining payments. Please note you will NOT be entitled to a refund of any previous payments.
If a payment gets rejected you will be sent an email to inform you. This email contains instructions to change the card on your payment plan should you need to, which will enable you to make the missed payment, and stay within the payment plan.
No, as stated when you place an order all tickets are sold on a strictly non-refundable basis.
No, all payments must be made as per the payment plan schedule you agree to upon purchase.
By tracking your order, you can view a breakdown of your payment plan schedule.
If your card expires you’ll need to wait for an email stating your payment has been rejected. You should then follow the link on that email to update your card details and pay off the due amount, any remaining payments will be debited from your new card.
No, once an order has been placed, tickets cannot be changed. Take extra care to make sure you only order the tickets you actually want.
If you decide you no longer wish to attend the event, you will need to inform us in writing 7 days prior to an upcoming payment date that you wish to cancel your order. We will then cease to take any remaining payments. Please note you will NOT be entitled to a refund of any previous payments.
Christmas at Wollaton is a spectacular trail of festive themed light installations set within the grounds of Wollaton Hall. The installations have been designed to fit into the natural landscape of the Hall and Gardens and will surprise and delight adults and children alike as they walk around the trail. Every year we design a brand new trail featuring new installations, no year is the same as the last!
Friday 2nd December 2022 – Sunday 1st January 2023
Closed Monday 5th December and Saturday 25th December (Christmas Day)
First entry - 4.30pm or 4pm for twilight viewing ticket holders, Entry will be granted within your 30 minute timeslot but not before, so please do not arrive before the time shown on your ticket to allow us to manage the flow of visitors into the event.
There is a carpark on-site at Wollaton Hall, however, this can fill up quickly. We do encourage people to take public transport where they can. Parking is payable by Ringo app, or at the box office by contactless card payment. No cash will be taken at the event. Evening parking rates are valid from 4pm.
Parking in the car park is free to those with a Blue Badge.
Once safely parked, please follow the pedestrian route signage to access the start of the trail.
Only registered disability assistance dogs are allowed on the trail, other dogs are not allowed. Please get in touch with customer services here to let us know if you are planning on bringing an assistance dog.
For groups of 15+ adults, tickets will be priced at £19.31 including booking fees (off peak) and £22.28 including fees (peak). Please note that groups of 15-30 can be booked online. For groups larger than 20 please to book your tickets
The Twilight Viewing ticket offers a special intimate twilight viewing of Christmas at Wollaton. Experience the Trail in a limited capacity time slot to create that extra special experience.
The Twilight Viewing slot will start at 4pm and will run every day from Saturday 3rd December to Sunday 1st January (5th December and Christmas Day excluded)
Yes, all ages are welcome!
A disabled person purchasing a ticket may bring one essential carer companion free of charge. Please select this ticket type at point of booking. If you require more than one carer, please contact us here
All tickets will be issued as E-tickets. We encourage customers to display their tickets on their phone on arrival, rather than printing, to reduce contact with event staff.
Tickets will be safely scanned on arrival.
Please be aware that we don’t authorise or have any control over the sale of tickets via third-party websites.
Please check your junk folder as they can sometimes fall there or use the contact form/order tracker here
There will be a box office situated on site. This will be open from an hour before the first slot each day.
We advise that you purchase your tickets ahead of your visit
We're advising all customers to arrive within the half hour time slot stated on their ticket, to keep queuing to a minimum.
If they arrive before their time slot they may be held in a separate queue until the time listed on their ticket.
At this year’s event we will have an assisted queuing lane for customers who may be unable to stand or wait for a length of time, who will be given priority entry over the main queue.
If you are a Nottingham City Council taxpayer can enjoy a 10% saving on tickets if you book before the 31st October. There are limited number of discount tickets per timeslot so please book early to secure your preferred time and date. All that is required is an 8-digit council tax booking reference. Offers cannot be used in conjunction with each other.
If you are having problems with applying the residents discount to your order, please contact us HERE
Please be sure that you have chosen the right entry date and time slot at the time of making your booking, as we are generally unable to offer exchanges or refunds once tickets have been purchased. We are also not able to offer refunds on unwanted/lost tickets.
Due to the time of year, bad weather can affect any open-air event. If we have to cancel the event as it unsafe to proceed, visitors will be offered an alternative date.
No refunds will be offered simply if the weather is inclement. This includes heavy rain and snow.
If the event is cancelled by us due to weather and patrons are not able to attend an alternative night offered, then a face value refund will be considered on a case-by-case basis.
There isn’t an NHS discount available on this event.
Yes. Christmas at Wollaton is set within the naturally undulating grounds of the Hall and Park. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
We do not provide wheelchairs or mobility scooters, however, those who require a wheelchair or a mobility scooter are welcome to bring them bearing in mind the advice above.
Accessible toilets are located at the start in the car park and at the end in the courtyard. There are no toilets accessible on the route itself.
If you have specific access needs please contact us here and we will do our best to accommodate you.
We have allocated a handful of timeslots as limited capacity which are bookable on request. These timeslots will be available to anyone who, due to a learning difficulty or condition, would benefit from experiencing the trail in quieter surroundings. Please note that the 4pm timeslots are conducted at dusk. The trail will not be fully dark until you reach the end of the trail.
Please contact us at info@christmasatwollaton.org should you wish to book onto these timeslots.
There is nothing with any stroboscopic effects or at a frequency that should affect anyone with light sensitivity, however, there are a lot of lights and lasers on the trails so would depend on the individual’s sensitivity.
None of it is designed to be disorientating but some of it will be overhead or surrounding the customer and therefore could be disorientating to certain medical conditions but this will depend on the individual’s sensitivity and their own judgement as to whether this event is suitable to attend.
We are happy to make a detailed description of the installations available to you to help you better make a decision whether the event is suitable for your particular needs. Please request this here info@christmasatwollaton.org
The slots reserved for those needing a space with fewer people will be at 4pm each day from 3rd December 2022 – 1st January 2023 during the twilight viewing slot. These are held at a limited capacity so will have quieter surroundings. Please note that the 4pm timeslots are conducted at dusk. The trail will not be fully dark until you reach the end of the trail.
If you wish to book one of these slots, please contact us at info@christmasatwollaton.org
Closer to the time of the event we will be producing a document including a site map and detailing what to expect on the trail so that they can familiarise themselves before the visit. Please send us a message at info@christmasatwollaton.org if you would like to receive this.
Disabled toilets are available in the Christmas Market and in the courtyard at the end of the trial. There are no toilet facilities available within the trail route itself.
Disabled parking is in the main car park and is free for blue badge owners. The disabled bays in the top car park nearest to front of the house and are around a 5-minute walk to the start of the trail. Please note the pathway up to the start of the trail is a steep hill.
For further information on the accessibility of Wollaton Hall, please see the accessibility guide here
For the last two years we have successfully conducted a safe event with social distancing measures in place. We will continue to review the government guidelines with regards to COVID and customer safety and communicate any further updates with all customers. Please note, if in the event Christmas at Wollaton is cancelled, you will be notified and offered an alternative date, if available, or a full refund.
We will be monitoring the situation regarding COVID closely over the coming months and will update our safety policies well in advance of the event in accordance with the latest government guidance. The safety and comfort of our visitors remains our top priority
Please note, if in the event that Christmas at Wollaton is cancelled due to COVID, you will be notified and offered an alternative date, if available, or a face value refund.
The entrance to Christmas at Wollaton is accessed by the entrance to Wollaton Hall Park located on Wollaton Road. Please follow signs for Parking and entry to the event.
The entry to the trail is situated to the left of Wollaton hall as you look at the Hall from the car park. Please follow the “Trail Start” signage and consult the trail map.
Please also refer to the getting here sections and plan your trip in advance.
There will be takeaway refreshments available along the trail route, such as hot drinks, alcoholic and non-alcoholic beverages and mince pies. Further seasonal food offerings, to include vegetarian and vegan options will be available in the Christmas Market.
Please note, all food and drink vendors will take card payment only
Drinking water will be available from the bars.
All food and drink vendors will take card payment only.
Christmas at Wollaton is a lovely setting to propose to your partner. While we can’t accommodate special arrangements, our Twilight Viewing timeslots would make the occasion extra special.
To ensure that only ticket holders for the Christmas at Wollaton trail have entry to the illuminated trail in the evening, daytime visitors must vacate the trail area at closing time. You are welcome to enjoy the Christmas market while you wait for your timed entry slot. If you are attending the light trail then you will need to have your ticket checked at the main entrance to the trail at the front of the Hall.
Entry to the event will only be by the main entrance to Wollaton Hall and Deer Park on Wollaton Road. All other gates will be locked when the park closes to day visitors at 4pm. The main exit on Wollaton Road will remain open until the last visitor has left
There are no covered areas on the trail so please ensure you wear appropriate clothing and footwear for the weather. We recommend coats, hats and waterproof shoes or wellies. You can use umbrellas, should it rain.
The trail is lit, but lighting will be low level in some areas so you may wish to bring a torch. No naked flames (e.g. candles, night lights, flares or lanterns) are allowed.
Yes! We encourage visitors to take photos along the trail and share them on social media with #ChristmasatWollaton. However please be mindful when taking photographs as this can block the path for other visitors.
Toilets are available in the Christmas Market and in the courtyard at the end of the trial. There are no toilet facilities available within the trail route itself.
Yes, baby changing facilities are available in the Courtyard toilets.
Christmas at Wollaton does not contain fireworks.
Santa will not be present at Christmas at Wollaton, though in due course Santa based activities will be annnounced at Wollaton Hall - Check HERE for more info.
We do not allow food to be brought into the event, only food purchased on site may be consumed. The only exception for this is baby food.
For your safety and security there are some items that are not allowed on site. Please avoid bringing these items as they will be confiscated upon entry. If any attendee is found with any illegal item they will be refused entry and referred to the Police. The prohibited items included but are not limited to:
Aerosols
Air horns
Alcohol
Animals (except assistance dogs)
Bags (larger than A4 size)
Bicycles, scooters, roller skates
Blow torches
Cans
Chairs
Chinese lanterns
Cooking apparatus
Cool bags / boxes (large)
Drinks
Drones
Fireworks / pyrotechnics
Flares / distress flares / smoke flares
Food (with the exception of baby food
Gas cylinders/canisters
Glass
Knives
Liquids (over 100ml)
Lighter fluid
Illegal substances (drugs)
Laser pens
Legal / herbal highs
Megaphones
Professional audio-visual recording equipment
Smoke bombs / canisters
Sound systems
Tabards/High Viz Jackets
Weapons
In line with the UK law – smoking is prohibited by law in any public indoor facility / room / working environment. Smoking is only permitted away from any structures and from any sources of fuel.
For the safety and security of everyone at Christmas at Wollaton we will carry out full security checks at all entrance gates. If you see anything suspicious or any persons acting suspiciously, please tell the nearest member of staff immediately.
Your belongings and your person may be searched. Please bring only what is essential to your evening. We ask that you do not bring any large bags (larger than A4).
Please do not leave your belongings unattended at any time.
A first aid centre is located at the rear of the Christmas market. If you require first aid on site, please make yourself known to one of the event staff who will be able to assist you.
You can now download the Gigantix app from Apple App Store or the Google Play Store
Remember to set up your account using the mobile number you provided when booking your tickets.
The brand new trail route and design for 2022 are being designed at the moment. We anticipate that the length will be no longer than 2km and take about an hour to complete.
The route is designed to be viewed from the guided path. Some interactive elements may invite the audience off the path. Unless signposted please do not stray from the path.
Christmas at Wollaton is set within the naturally undulating grounds of the Hall and Park. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
If you have specific access needs please contact us here and we will do our best to accommodate you.
Yes, children under 3 years of age can access Christmas at Wollaton free of charge and will not require a ticket. All children must be accompanied by an adult at all times.
Christmas at Kenwood is a spectacular trail of festive themed illuminations and installations set within the grounds of Kenwood at Hamstead Heath. The trail has been designed to fit in with the natural flora and fauna of the heath, with surprises around every corner. Each year a brand new trail is created making sure that no year is the same as the last!
Only registered disability assistance dogs are allowed on the trail, other dogs are not allowed. Please get in touch with customer services here to let us know if you are planning on bringing an assistance dog.
Friday 2nd December 2022 – Sunday 1st January 2023
Closed Monday 5th December and Saturday 25th December (Christmas Day)
First entry – 5pm or 4.30pm for twilight viewing ticket holders, Entry will be granted within your 30 minute timeslot but not before, so please do not arrive before the time shown on your ticket to allow us to manage the flow of visitors into the event.
The brand new trail route and design for 2022 are being designed at the moment. We anticipate that the length will be no longer than 2km and take about an hour to complete.
The route is designed to be viewed from the guided path. Some interactive elements may invite the audience off the path. Unless signposted please do not stray from the path.
Christmas at Kenwood is set within the naturally undulating grounds of Kenwood. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
If you have specific access needs, please contact us here and we will do our best to accommodate you.
We are unable to offer parking on-site. We encourage visitors to travel by public transport where possible and to allow plenty of time to walk from the nearest stations. Please refer to the getting here section
There are a limited number of free Blue Badge parking spaces available. Accessibility customers will be contacted with details of how to reserve these nearer to the event.
For groups of 15+ adults, tickets will be priced at £19.31 including booking fees (off peak) and £23.76 including fees (peak). Please note that groups of 15-30 can be booked online. For groups larger than 30 please contact us at info@christmasatkenwood.com to book your tickets
The Twilight Viewing ticket offers a special intimate twilight viewing of Christmas at Kenwood. Experience the Trail in a limited capacity time slot to create that extra special experience.
The Twilight Viewing slot will start at 4.30pm and will run every day from Saturday 3rd December to Sunday 1st January (5th , 6th December and Christmas Day excluded). The Twilight Viewing slot will take place at 5.30pm on Friday 2nd December.
A disabled person purchasing a ticket may bring one essential carer companion free of charge. Please select this ticket type at point of booking. If you require more than one carer, please contact us here
Yes, children under 3 years of age can access Christmas at Kenwood free of charge and will not require a ticket. All children must be accompanied by an adult at all times.
Yes, all ages are welcome!
All tickets will be issued as E-tickets. We encourage customers to display their tickets on their phone on arrival, rather than printing, to reduce contact with event staff.
Tickets will be safely scanned on arrival.
Please be aware that we don’t authorise or have any control over the sale of tickets via third-party websites.
Please check your junk folder as they can sometimes fall there or use the contact form/order tracker here
We're advising all customers to arrive within the half hour time slot stated on their ticket, to keep queuing to a minimum.
If they arrive before their time slot they may be held in a separate queue until the time listed on their ticket.
At this year’s event we will have an assisted queuing lane for customers who may be unable to stand or wait for a length of time, who will be given priority entry over the main queue.
There will be a box office situated on site. This will be open from an hour before the first slot each day.
We advise that you purchase your tickets ahead of your visit
Friends of Kenwood and local residents located within two roads have been offered a 10% discount on tickets purchased. Friends of Kenwood and Residents will be contacted with details of how to obtain their discount. This discount expires at the end of September 2022.
If you think you should have received a discount, please contact Kenwood House.
There isn’t an NHS discount available on this event.
Please be sure that you have chosen the right entry date and time slot at the time of making your booking, as we are generally unable to offer exchanges or refunds once tickets have been purchased. We are also not able to offer refunds on unwanted/lost tickets.
Due to the time of year, bad weather can affect any open-air event. If we have to cancel the event as it unsafe to proceed, visitors will be offered an alternative date.
No refunds will be offered simply if the weather is inclement. This includes heavy rain and snow.
If the event is cancelled by us due to weather and patrons are not able to attend an alternative night offered, then a face value refund will be considered on a case-by-case basis.
We have allocated a handful of timeslots as limited capacity which are bookable on request. These timeslots will be available to anyone who, due to a learning difficulty or condition, would benefit from experiencing the trail in quieter surroundings. Please note that the 4.30pm timeslots are conducted at dusk. The trail may not be fully dark until you reach the end of the trail.
Please contact us at info@christmasatkenwood.com should you wish to book onto these timeslots.
Yes. Christmas at Kenwood is set within the naturally undulating grounds Kenwood. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
We do not provide wheelchairs or mobility scooters, however, those who require a wheelchair or a mobility scooter are welcome to bring them bearing in mind the advice above.
Accessible toilets will be available adjacent to Kenwood house near the Brew House café.
If you have specific access needs please contact us here and we will do our best to accommodate you.
The slots reserved for those needing a space with fewer people will be at 4.30pm each day from 3rd December 2022 – 1st January 2023 during the twilight viewing slot. These are held at a limited capacity so will have quieter surroundings. Please note that the 4.30pm timeslots are conducted at dusk. The trail may not be fully dark until you reach the end of the trail.
If you wish to book one of these slots, please contact us at info@christmasatkenwood.com
Closer to the time of the event we will be producing a document including a site map and detailing what to expect on the trail so that they can familiarise themselves before the visit. Please send us a message at info@christmasatkenwood.com if you would like to receive this.
There is nothing with any stroboscopic effects or at a frequency that should affect anyone with light sensitivity, however, there are a lot of lights and lasers on the trails so would depend on the individual’s sensitivity.
None of it is designed to be disorientating but some of it will be overhead or surrounding the customer and therefore could be disorientating to certain medical conditions but this will depend on the individual’s sensitivity and their own judgement as to whether this event is suitable to attend.
We are happy to make a detailed description of the installations available to you to help you better make a decision whether the event is suitable for your particular needs. Please request this here info@christmasatkenwood.com
Accessible toilets will be available adjacent to Kenwood house near the Brew House café.
There are a limited number of free Blue Badge parking spaces available. Accessibility customers will be contacted with details of how to reserve this nearer to the event.
For further information on the accessibility of Kenwood House, please see the accessibility guide here
There will be takeaway refreshments available along the trail route, such as hot drinks, alcoholic and non-alcoholic beverages and mince pies. Further seasonal food offerings, to include vegetarian and vegan options will be available in the Christmas Market.
Please note, all food and drink vendors will take card payment only
Drinking water will be available from the bars.
All food and drink vendors will take card payment only.
WILL THE CHRISTMAS FOOD MARKET BE OPEN DURING THE DAY?
This area will be open during the day as well as during the event times and non-ticketholders will need to vacate the area at 4.00pm each day - subject to change.
Christmas at Kenwood is a lovely setting to propose to your partner. While we can’t accommodate special arrangements, our Twilight Viewing timeslots would make the occasion extra special.
Yes. To ensure that only ticket holders for the Christmas at Kenwood trail have entry to the illuminated trail in the evening, daytime visitors must vacate at the closing time.
Last entry to the house each day is 3pm, both the house and grounds will be closed to visitors at 4pm before the trail opens
https://www.english-heritage.org.uk/visit/places/kenwood/prices-and-opening-times/
There are no covered areas on the trail so please ensure you wear appropriate clothing and footwear for the weather. We recommend coats, hats and waterproof shoes or wellies. You can use umbrellas, should it rain.
The trail is lit, but lighting will be low level in some areas so you may wish to bring a torch. No naked flames (e.g. candles, night lights, flares or lanterns) are allowed.
Yes! We encourage visitors to take photos along the trail and share them on social media with #ChristmasatKenwood. However please be mindful when taking photographs as this can block the path for other visitors.
Yes, there will be toilets available, including fully accessible toilets.
Accessible toilets will be available adjacent to Kenwood house near the Brew House café, please refer to the map for the exact location.
Yes, baby changing facilities are available in the toilets adjacent to Kenwood house near the Brew House café.
Christmas at Kenwood does not contain fireworks.
We do not allow food to be brought into the event, only food purchased on site may be consumed. The only exception for this is baby food.
For your safety and security there are some items that are not allowed on site. Please avoid bringing these items as they will be confiscated upon entry. If any attendee is found with any illegal item they will be refused entry and referred to the Police. The prohibited items included but are not limited to:
Aerosols
Air horns
Alcohol
Animals (except assistance dogs)
Bags (larger than A4 size)
Bicycles, scooters, roller skates
Blow torches
Cans
Chairs
Chinese lanterns
Cooking apparatus
Cool bags / boxes (large)
Drinks
Drones
Fireworks / pyrotechnics
Flares / distress flares / smoke flares
Food (with the exception of baby food
Gas cylinders/canisters
Glass
Knives
Liquids (over 100ml)
Lighter fluid
Illegal substances (drugs)
Laser pens
Legal / herbal highs
Megaphones
Professional audio-visual recording equipment
Smoke bombs / canisters
Sound systems
Tabards/High Viz Jackets
Weapons
In line with the UK law – smoking is prohibited by law in any public indoor facility / room / working environment. Smoking is only permitted away from any structures and from any sources of fuel.
For the last two years we have successfully conducted a safe event with social distancing measures in place. We will continue to review the government guidelines with regards to COVID and customer safety and communicate any further updates with all customers. Please note, if in the event Christmas at Kenwood is cancelled, you will be notified and offered an alternative date, if available, or a full refund.
We will be monitoring the situation regarding COVID closely over the coming months and will update our safety policies well in advance of the event in accordance with the latest government guidance. The safety and comfort of our visitors remains our top priority
Please note, if in the event that Christmas at Kenwood is cancelled due to COVID, you will be notified and offered an alternative date, if available, or a full refund.
For the safety and security of everyone at Christmas at Kenwood we will carry out full security checks at all entrance gates. If you see anything suspicious or any persons acting suspiciously, please tell the nearest member of staff immediately.
Your belongings and your person may be searched. Please bring only what is essential to your evening. We ask that you do not bring any large bags (larger than A4).
Please do not leave your belongings unattended at any time.
If you require first aid on site, please make yourself known to one of the event staff who will be able to assist you.
The entrance to Christmas at Kenwood is accessed by the entrance to the grounds situated on Hampstead Lane closest to Compton Avenue. Please see map in FAQs - https://christmasatkenwood.com/faq
Please also refer to the getting here sections and plan your trip in advance
English Heritage members are eligible for 25% off tickets. Details of how to redeem this discount are available via English Heritage.
Please ensure that you have your valid English Heritage Membership card with you on the evening you attend, those unable to provide proof of Membership will be asked to pay for a full price ticket on the night and will not be eligible for a refund.
2. Open Gigantix App on your mobile device
3. Enter your name (If you are the lead booker, this needs to match the photographic ID you are bringing with you to the venue)
4. Enter your phone number (The phone number you use to log in needs to match the phone number used when making your order)
5. Select 'Confirm security code' to receive a security code by text message
6. Enter the security code you have received by text message
7. Select allow notifcations to be keep up to date with event details, ticket activation and more.
If you have changed your phone number since making your order, please contact customerservices@gigantic.com with:
Without all of the above we unfortunately can't change the phone number on the order
If you haven't received the secuirty code or it's saying it's incorrect:
1. Select 'I haven't received a code'
2. Select 'Try again'
3. Check your phone number and country code have been entered correcty
4. Select 'Verfiy your phone number'
5. Select 'Send security code'
6. Check your phone isn't on airplane mode / you have a signal / are connected to the internet.
It can take up to 5 mintues for a code to arrive by text message.
If the events under the ticket tab are incorrect or missing this could be for a number of reasons:
If there are more than 5 days before your event, the tickets properly havn't been released yet by the promoters.
If there are less than 5 days until the event and you have checked your phone number is correct - contact our team at customerservices@gigantic.com
Check you are logged in with the correct phone number.
Compare your number in the 'Profile' tab with the number on your order: gigantic.com/order-tracker
To log in with a diffferent number, delete the app and redownload it.
Tickets are generally activated 12 hours before doors opening. You will receive a notifcation when they are available for download.
Check your order & tickets using the order tracker at gigantic.com/order-tracker
If the tickets in the app don't match these, contact our team at customerservices@gigantic.com
Yes. You will need to activate your tickets before arriving at the venue for them to be scanned. If you don't, you may be denied entry.
Yes. Screenshots or print outs will not be accepted as proof of entry.
Yes. The lead booker will need to provide photographic ID for the whole group to be allowed entry.
Yes. All ticket holders, even those that have been transfered within the app need to arrive and enter the venue with the lead booker.
Christmas at Trentham is a spectacular trail of festive themed illuminations and installations set within the award winning gardens of Trentham Estate. The trail has been designed to fit in with the natural flora and fauna of the grounds with surprises around every corner. Each year a brand new trail is created making sure that no year is the same as the last!
Friday 2nd December 2022 – Sunday 1st January 2023
Closed Monday 5th December and Saturday 25th December (Christmas Day)
First entry – 4.30pm or 4pm for twilight viewing ticket holders, Entry will be granted within your 30 minute timeslot but not before, so please do not arrive before the time shown on your ticket to allow us to manage the flow of visitors into the event.
This year due to changes in the trail, we will be allowing visitors to bring dogs onto the Christmas at Trentham trail. Owners should come prepared with bags for any rubbish to dispose of waste into the bins provided.
PLEASE NOTE: Dogs must be on a non-retractable lead at all times, retractable leads are not permitted
There is free parking available on site, on a first come first served basis. Blue badge parking is available within the main car park.
For groups of 15+ adults, tickets will be priced £19.50 including fees. Please note that groups of 15-30 can be booked online. For groups larger than 30 please contact us at info@christmasatthrentham.co.uk to book your tickets
The brand new trail route and design for 2022 are being designed at the moment. We anticipate that the length will be no longer than 2km and take about an hour to complete.
The route is designed to be viewed from the guided path. Some interactive elements may invite the audience off the path. Unless signposted please do not stray from the path.
Christmas at Trentham is set within the naturally undulating grounds of Trentham Gardens. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
If you have specific access needs, please contact us here and we will do our best to accommodate you.
The Twilight Viewing ticket offers a special intimate twilight viewing of Christmas at Trentham. Experience the Trail in a limited capacity time slot to create that extra special experience.
The Twilight Viewing slot will start at 4pm and will run every day from Friday 9th December to Sunday 1st January (Christmas Day excluded).
Yes, all ages are welcome!
We are working with our partners to bring the Igloo experience back in 2022 with more information on this available later on in the year. Customers who have already purchased for this year’s light trail will be emailed with this information.
A disabled person purchasing a ticket may bring one essential carer companion free of charge. Please select this ticket type at point of booking. If you require more than one carer, please contact us here
All tickets will be issued as E-tickets. We encourage customers to display their tickets on their phone on arrival, rather than printing, to reduce contact with event staff.
Tickets will be safely scanned on arrival.
Please be aware that we don’t authorise or have any control over the sale of tickets via third-party websites.
Yes, children under 3 years of age can access Christmas at Trentham free of charge and will not require a ticket. All children must be accompanied by an adult at all times.
There will be a box office situated on site. This will be open from an hour before the first slot each day.
We advise that you purchase your tickets ahead of your visit here
Please check your junk folder as they can sometimes fall there or use the order tracker here
We're advising all customers to arrive within the half hour time slot stated on their ticket, to keep queuing to a minimum.
If they arrive before their time slot they may be held in a separate queue until the time listed on their ticket.
At this year’s event we will have an assisted queuing lane for customers who may be unable to stand or wait for a length of time, who will be given priority entry over the main queue.
Trentham members are eligible for a discount. If you purchase your tickets before the end of June, you will receive a 15% discount. Those purchasing tickets from July to the end of October will receive a 10% discount. Details of how to redeem this discount are available via Trentham.
There isn’t an NHS discount available on this event.
Please be sure that you have chosen the right entry date and time slot at the time of making your booking, as we are generally unable to offer exchanges or refunds once tickets have been purchased. We are also not able to offer refunds on unwanted/lost tickets.
Due to the time of year, bad weather can affect any open-air event. If we have to cancel the event as it unsafe to proceed, visitors will be offered an alternative date.
No refunds will be offered simply if the weather is inclement. This includes heavy rain and snow.
If the event is cancelled by us due to weather and patrons are not able to attend an alternative night offered, then a face value refund will be considered on a case-by-case basis.
Customers are unable to use their Tesco Clubcard Vouchers towards buying a ticket for Christmas at Trentham. Reward Partner codes can only be used to purchase general day tickets and memberships for the estate. Click HERE for further details (https://secure.tesco.com/clubcard/vouchers/trentham-gardens/uk-009741.prd).
Yes. Christmas at Trentham is set within the naturally undulating grounds Trentham Gardens. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
We do not provide wheelchairs or mobility scooters, however, those who require a wheelchair or a mobility scooter are welcome to bring them bearing in mind the advice above.
Accessible toilets are situated at the Gardens Entrance and at the Tea Rooms.
If you have specific access needs please contact us here and we will do our best to accommodate you.
We have allocated a handful of timeslots as limited capacity which are bookable on request. These timeslots will be available to anyone who, due to a learning difficulty or condition, would benefit from experiencing the trail in quieter surroundings. Please note that the 4pm timeslots are conducted at dusk. The trail may not be fully dark until you reach the end of the trail.
Please contact us at info@christmasattrentham.co.uk should you wish to book onto these timeslots.
The slots reserved for those needing a space with fewer people will be at 4pm each day from 9th December 2022 – 1st January 2023 during the twilight viewing slot. These are held at a limited capacity so will have quieter surroundings. Please note that the 4pm timeslots are conducted at dusk. The trail may not be fully dark until you reach the end of the trail.
If you wish to book one of these slots, please contact us at info@christmasattrentham.co.uk
Closer to the time of the event we will be producing a document including a site map and detailing what to expect on the trail so that they can familiarise themselves before the visit. Please send us a message at info@christmasattrentham.co.uk if you would like to receive this.
There is nothing with any stroboscopic effects or at a frequency that should affect anyone with light sensitivity, however, there are a lot of lights and lasers on the trails so would depend on the individual’s sensitivity.
None of it is designed to be disorientating but some of it will be overhead or surrounding the customer and therefore could be disorientating to certain medical conditions but this will depend on the individual’s sensitivity and their own judgement as to whether this event is suitable to attend.
We are happy to make a detailed description of the installations available to you to help you better make a decision whether the event is suitable for your particular needs. Please request this here info@christmasattrentham.co.uk
CAN I BUY FOOD AND DRINK AT CHRISTMAS AT TRENTHAM?
There will be takeaway refreshments available along the trail route, such as hot drinks, alcoholic and non-alcoholic beverages and mince pies. Further seasonal food offerings, to include vegetarian and vegan options, will be available in the Lakeside Market. Please note, all food and drink vendors will take card payment only.
These concessions will not be open during usual Trentham Gardens opening hours.
WILL THERE BE FREE DRINKING WATER?
Drinking water will be available from the bars.
CAN I PAY USING CASH?
All food and drink vendors will take card payment only.
CAN I PROPOSE AT CHRISTMAS AT TRENTHAM?
Christmas at Trentham is a lovely setting to propose to your partner. While we can’t accommodate special arrangements, our Twilight Viewing timeslots would make the occasion extra special.
I’M VISITING TRENTHAM GARDENS DURING THE DAY, DO I NEED TO LEAVE BEFORE ENTERING THE LIGHT TRAIL IN THE EVENING?
Yes. To ensure that only ticket holders for the Christmas at Trentham trail have entry to the illuminated trail in the evening, daytime visitors must vacate the gardens at the closing time.
GENERAL INFO ON THE GARDENS AND ACCESS
Last entry to the gardens each day is 3pm, these will be closed to visitors at 4pm before the trail opens
https://trentham.co.uk/plan-your-visit/opening-times/
WHAT SHOULD I WEAR?
There are no covered areas on the trail so please ensure you wear appropriate clothing and footwear for the weather. We recommend coats, hats and waterproof shoes or wellies. You can use umbrellas, should it rain.
DO I NEED A TORCH?
The trail is lit, but lighting will be low level in some areas so you may wish to bring a torch. No naked flames (e.g. candles, night lights, flares or lanterns) are allowed.
CAN I TAKE PHOTOS?
Yes! We encourage visitors to take photos along the trail and share them on social media with #ChristmasatTrentham. However please be mindful when taking photographs as this can block the path for other visitors.
ARE THERE TOILETS AVAILABLE?
Yes, there will be toilets available, including fully accessible toilets and baby changing facilities.
Accessible toilets are situated at the Gardens Entrance and at the Tea Rooms.
WILL THERE BE FIREWORKS?
Christmas at Trentham does not contain fireworks.
WILL SANTA BE PRESENT?
Santa will not be present at Christmas at Trentham, but the fairies will be!
CAN WE BRING IN OUR OWN FOOD?
We do not allow food to be brought into the event, only food purchased on site may be consumed. The only exception for this is baby food.
Accessible toilets are situated at the Gardens Entrance and at the Tea Rooms.
There is Blue Badge parking available within the main car park. This is offered on a first come first served basis. All parking is free of charge.
For further information on the accessibility of Trentham Gardens, please see the accessibility guide here: https://trentham.co.uk/plan-your-visit/accessibility-of-trentham-estate/
For your safety and security there are some items that are not allowed on site. Please avoid bringing these items as they will be confiscated upon entry. If any attendee is found with any illegal item they will be refused entry and referred to the Police. The prohibited items included but are not limited to:
Aerosols
Air horns
Alcohol
Animals (except assistance dogs)
Bags (larger than A4 size)
Bicycles, scooters, roller skates
Blow torches
Cans
Chairs
Chinese lanterns
Cooking apparatus
Cool bags / boxes (large)
Drinks
Drones
Fireworks / pyrotechnics
Flares / distress flares / smoke flares
Food (with the exception of baby food
Gas cylinders/canisters
Glass
Knives
Liquids (over 100ml)
Lighter fluid
Illegal substances (drugs)
Laser pens
Legal / herbal highs
Megaphones
Professional audio-visual recording equipment
Smoke bombs / canisters
Sound systems
Tabards/High Viz Jackets
Weapons
In line with the UK law – smoking is prohibited by law in any public indoor facility / room / working environment. Smoking is only permitted away from any structures and from any sources of fuel.
For the last two years we have successfully conducted a safe event with social distancing measures in place. We will continue to review the government guidelines with regards to COVID and customer safety and communicate any further updates with all customers. Please note, if in the event Christmas at Trentham is cancelled, you will be notified and offered an alternative date, if available, or a full refund.
We will be monitoring the situation regarding COVID closely over the coming months and will update our safety policies well in advance of the event in accordance with the latest government guidance. The safety and comfort of our visitors remains our top priority
Please note, if in the event that Christmas at Trentham is cancelled due to COVID, you will be notified and offered an alternative date, if available, or a full refund.
WILL I BE SEARCHED?
For the safety and security of everyone at Christmas at Trentham we will carry out full security checks at all entrance gates. If you see anything suspicious or any persons acting suspiciously, please tell the nearest member of staff immediately.
CAN I BRING A BAG?
Your belongings and your person may be searched. Please bring only what is essential to your evening. We ask that you do not bring any large bags (larger than A4).
Please do not leave your belongings unattended at any time.
FIRST AID
If you require first aid on site, please make yourself known to one of the event staff who will be able to assist you.
SPONSORSHIP ENQUIRIES
For all brand partnership & sponsorship enquiries, please contact sponsorship@kilimanjarolive.co.uk
CRAFT AND FOOD TRADERS
Are you interested in being a trader at Christmas at Trentham? Please apply by emailing details outlining your goods and services to info@christmasattrentham.co.uk
PRESS ENQUIRIES
For all press enquiries, please contact - hello@luya.co.uk
The entrance to Christmas at Trentham is accessed by the North Entrance to The Trentham Estate and is clearly signposted from the carpark.
Please follow the “Trail Start” signage and consult the trail map.
Please also refer to the getting here sections and plan your trip in advance - https://www.christmasattrentham.co.uk/gettinghere
Of course! We always recommend you read our Terms & Conditions before purchasing your tickets. You can read our Terms & Conditions by clicking here.
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