FAQ

*Snowtrail Express Journey back in time at Liverpool Victoria Railway Station, where the North Pole Experience begins. Your adventure is set to depart, ready to whisk you away to a world of magic. *North Pole Town Square Arrive at the grand North Pole Town Hall, where you’ll be greeted by the friendly Mayor Ivor and the graceful Princess Isadora. The snow-kissed square shimmers with enchantment, setting the stage for the magic ahead. *Elf Workshop Step into the bustling Elf Workshop, where Patch and Coggs are racing against time to finish the toys for Christmas Eve! Lend a hand, and if you do a stellar job, you may be gifted a cuddly teddy bear as a reward from Santa’s helpers! *Mrs Claus' Kitchen Wander into Mrs. Claus' warm and welcoming kitchen, filled with the delicious aroma of freshly baked gingerbread. She awaits you with open arms and a sprinkle of holiday cheer! *Father Christmas' Grotto Embark on a magical journey starting at the North Pole Control. Set off through the sparkling Winter Walkway and arrive at Father Christmas’ Grotto, where Father Christmas awaits by a crackling fire. Share your Christmas wishes as he checks his trusty Naughty and Nice List. Will you be on his list this year? *Toy Shop Did Santa find your name on the Nice List? Then you’re in luck! Pick out a special toy to take home from Santa's Toy Shop—a magical memento from your journey to the North Pole. *Ice Rink The fun continues with a spin on our glistening skating rink! After visiting Santa, lace up your skates and glide over the ice as you soak in the festive spirit. *Time to explore Wander through a delightful selection of festive shops and restaurants. Stop by Mr. Toasty’s Marshmallows to roast your own treats over a cozy firepit—perfect for warming up in the wintry air. *The postmaster awaits... Have you written your letter to Santa? The bustling Post Office awaits! Pour out your holiday wishes on paper, then add a sprinkle of Christmas magic and drop your letter into Santa’s special mailbox—it’s bound straight for the North Pole! *Magical Keepsakes for Children All child tickets include a teddy bear from the Elf Workshop, a gingerbread treat from Mrs. Claus' Kitchen, and a toy from the Toy Shop! Want a keepsake photo with Santa? This can be purchased separately. **Please note – Only Children receive a teddy bear and Gingerbread. If you have a child under 12 months and wish for them to receive this, please purchase a child’s ticket instead.

The North Pole Experience: The Exclusive VIP Experience Gold VIP Package Unwrap a world of wonder with our limited VIP package, designed to create unforgettable memories for you and your loved ones.* Here's what sets your VIP experience apart: Personalised Invitation: Let the magic of the North Pole Experience start at home. All children will receive their own personalised invitation from Father Christmas, straight from the North Pole to their door. Enjoy watching the excitement on your child’s face knowing that Father Christmas has personally asked them to meet him! Priority Treatment: Glide past the queues with *dedicated VIP check-in*, ensuring a smooth and stress-free start to your North Pole Adventure. Front Row Seats for Shows: Get the best view in the house with *guaranteed front row seating* for all our captivating Christmas shows. Immerse yourselves in the festive performances and create lasting memories. Photo Opportunity: Capture the magic of meeting Father Christmas with an *complementary printed souvenir photo* from his enchanting grotto. Take home a cherished memory to treasure for years to come. VIP Welcome Gift: Unwrap a delightful *VIP welcome gift bag* filled with festive treats and surprises to kick off your North Pole Experience in style. Priority Skating Access: Enjoy *priority access to select activities* throughout the day, ensuring you maximise your time and experience all the festive fun The North Pole has to offer. Light Refreshments: Indulge in a selection of *complimentary light refreshments* throughout the day, keeping you fuelled for all the festive excitement. Reserved seating: Enjoy your complementary Festive food and Drinks on a reserved table ladened with Christmas goodies. £50 additional charge p/p. Under 1's no additional charge for upgrading to VIP Platinum VIP Package Your Personal Elf Guide: Experience the magic with a dedicated elf by your side throughout the day. They'll be your *personal concierge, storyteller, and festive cheerleader*, ensuring every moment is filled with joy and wonder. £200 per group. Must have purchased tickets and the Gold VIP upgrade. Maximum group size of 6. The North Pole Experience VIP experience is perfect for:* * Families seeking an unforgettable Christmas adventure * Guests celebrating special occasions * Anyone wanting to elevate their Lapland Liverpool experience with exclusive benefits *Limited availability! Message us today for more information about adding your VIP package today and create lasting memories at The North Pole Experience.

You MUST arrive on time to your North Pole Experience booking. We cannot postpone the experience for any latecomers. Missed activities cannot be accessed due to arriving late. You will be able to enter the Departures up to 10 minutes before your session starts, and will be in this area until 10 minutes after your start time. There is no need to arrive any earlier than your start time.

Unfortunately all North Pole Experience payment plans have now ended. All bookings must now be paid in full.

We have limited space in some of the activity rooms for prams. This is why we limit the amount of Under 12 months tickets per session. We do not take any responsibility for personal belongings left in any Pram Parks. We have high chairs available in the café. Please also note that Under 1’s do not receive their own teddy bear or gingerbread - they will receive a toy from Father Christmas' toy shop. If you have a child under 12 months and wish for them to receive this, please purchase a child’s ticket instead.

Please ensure you are happy with your booking before any payment has been made. You are able to change your time session or date of your visit online via your Universe account as long as you are changing to the same tier ticket as what you have purchased originally. All changes are subject to availability. All bookings are non-refundable. No refunds will be given under any circumstances. This includes any changes to COVID-19 restrictions. Deposits paid via Payment Plans are non-refundable.

You will be able to enter the Departures Lounge up to 10 minutes before your session starts and will be in this area until 10 minutes after your start time. After your arrival to The North Pole Experience, you will be in scheduled activities for 90 minutes. You will then have between 1.5 - 2 hours to explore the North Pole magic - During this time you can go to our Eateries, Gift Shops, Ice Skating Rink, Post Office, Marshmallow Pit and so much more! Once you have finished exploring the North Pole Magic, you will go to see Father Christmas at your allotted time (the time you are requested to see Father Christmas in his Grotto will be on your boarding pass which you receive on arrival). This part of the experience will take around another 30 minutes. Please note* - The experience is a one-way system. Once you have left Father Christmas' Grotto and chosen the child's gift from the toy shop you will be directed towards the exit. Once you have left the experience you cannot go back inside to use the Ice Rink/ Gift Shops/ Marshmallow pit etc, so please ensure you have completed all of the above before your visit to Father Christmas!*

There is free on street parking at Otterspool Drive. We do not have car parking facilities on site. Please note that during our Christmas Experience the traffic can become busy along Otterspool Drive. Please ensure you leave in enough time to ensure you are not late to your Christmas Experience.

We understand you might have questions about visiting The North Pole Experience with someone who has additional needs (SEN). Accessibility: Great news! All areas of The North Pole Experience are wheelchair accessible. However, for safety reasons, we are unable to allow wheelchairs on the Ice Skating rink due to Health and Safety. SEN Sessions: While we don't offer dedicated SEN sessions, we recommend considering our earlier or later time slots. These sessions tend to be quieter than those in the middle of the day, which may create a more comfortable environment for your visit. Carers: To ensure everyone has a safe and enjoyable experience, all guests entering The North Pole Experience require a ticket, including carers. Making your visit magical: We want everyone to have a magical time at The North Pole Experience! If you have any questions about accessibility, how to make your visit even more enjoyable, or require additional support for a guest with SEN, please don't hesitate to contact us. We're always happy to help!