FAQs

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What happens if I need to cancel or reschedule my booking?

We need at least 7 days notice to amend any bookings, all changes are subject to availability and managers discretion. All bookings are non-refundable. No refunds will be given under any circumstances.

Can I take photos inside The North Pole Experience?

Yes, you're welcome to capture those magical moments! We'd love for you to tag us with #TheNorthPoleExperience.

Unfortuantely we do not allow you to take your own photographs in Father Christmas' Cabin. We provide professional photography which you can pick up after your visit

What about parking?

There is free on street parking at Otterspool Drive, including parking for blue badge holders. Wedo not have car parking facilities on site. Please note that during our Christmas event the trafficcan become busy along Otterspool Drive. Please ensure you leave in enough time to ensureyou are not late to your session time.

Do you offer a payment plan?

Yes, we do! You can spread the cost over 4 monthly instalments — just pay 25% today, then the rest on 1st Sept, 1st Oct and 1st Nov.

Where are you located?

We are located on Liverpool's stunning Otterspool Promonade, on the banks of the world famous River Mersey.

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37 Otterspool Drive

Liverpool

L17 5AL

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View our Getting Here page for more information.

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Is The North Pole Experience accessible for wheelchairs and pushchairs?

Absolutely, The North Pole Experience is accessible for all, however please note, due to limited space we do not permit pushchairs in some parts of the experience. We ask that you use a car seat wherever possible within certain areas.

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Wheelchair access is available in all indoor and outdoor attractions.

What age is The North Pole Experience suitable for?

The North Pole Experience is designed to bring magic to children of all ages, especially those young enough to believe! Even adults can't help but get caught up in the Christmas spirit.

What carer id do you accept?

We currently accept the following eligibility evidence - Letter/notice of entitlement for DLA, PIP, AA, or Carer’s Allowance - Disabled Freedom Pass or Blue Parking Badge - DID Card or Access Card

Please note failure to provide evidence will result in the Care Assistant Ticket being removed from the booking and a full priced ticket charged to confirm your booking.

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Do you offer carer tickets?

Carer tickets are available at a special discounted rate but to keep things fair, they must be booked alongside at least one full-paying adult and child ticket.

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Is there food and drink available at The North Pole?

Absolutely! We have festive food outlets serving delicious snacks, warming drinks, and full meals to keep you fuelled throughout your adventure.

What should we wear?

Dress warmly! The North Pole Experience has both indoor and outdoor activities. Layers, cosy hats, gloves, are a great choice.

How long does The North Pole Experience last?

Expect your visit to take approximately 3 hours. This allows ample time to enjoy all the activities and meet Father Christmas himself!

I've lost my booking confirmation?

Blimey! Don't you worry your elf ears off! Just jingle-bell us with the email you booked under and we'll hunt down your confirmation faster than Rudolph can sniff out a carrot!

What are the opening dates and times for The North Pole Experience?

All of available dates and session times can be found by clicking here! Please note, all sessions have a limited capacity.

Are you the same as Lapland UK?

We’re a completely separate event with a magical experience all of our own – and a ticket price that’s a little kinder on the Christmas budget. Come and see for yours'elf!

Can I change my booking date?

Of course! Please keep in mind that there are different price points for different dates, so you may need to pay a bit more or less depending on when you want to change the date to. To change bookings, please send us an email at [email protected]

I've forgotten my booking time?

Just pop us a message with the email you booked under and we’ll get your confirmation sent over quicker than you can hang a bauble.

Can I change my booking date or time?

You can manage your booking by logging in to our ticketing site. If you're switching to a peak date or time, there may be a small extra charge—but it's all nice and clear when you go to make the change.

Need a hand? Our team of helpful elves are just an email away: [email protected]

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Can I upgrade to VIP?

Yes, you can upgrade! Our VIP package is a limited add-on designed to make your visit even more magical. You’ll need to have standard tickets already booked, then you can purchase a VIP upgrade for the same date and time as your booking.

To amend a booking already made, visit https://tickets.thenorthpoleexperience.co.uk/tickets/en/login

The VIP experience includes priority treatment, front row seats for shows, a complimentary photo with Father Christmas, a VIP welcome gift, priority ice skating, light refreshments, and reserved seating for festive food and drinks.

Do you offer SEN Sessions?

Absolutely – Christmas is for every child! Our SEN-Friendly sessions are packed with all the magic of the North Pole Experience, but with a few festive tweaks to keep things calm and comfortable. Smaller groups, no sudden noises, and a more relaxed pace mean your little elf can soak up the joy without feeling overwhelmed. It’s still full of wonder – just a little quieter.

Book your SEN Session

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What's the schedule for my visit?

You’ll begin with 90 minutes of scheduled festive activities, followed by up to 1.5 hours to explore the North Pole at your own pace – including ice skating, the gift shop, eateries, and more.Finally, you’ll visit Father Christmas at your allotted time, collect your toy, view your photos, and complete your magical journey.

For more info click here.

How do I add my children's information for Father Christmas?

You can update gift details by logging into your account and editing your ticket—easy as that!

Changes can be made up to 48 hours before your visit, but we recommend doing it as early as possible to help our elves get everything just right.

I forgot to add extras to my booking - can I still get them?

Of course! You can still add some festive extras to your booking. Just head to the link below, choose your favourites (the Jingle Bells are a popular pick!), and you’re all set for even more Christmas magic:

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https://tickets.thenorthpoleexperience.co.uk/tickets/en/login

Do I need to buy Tickets for Adults?

Every elf, big or small, needs their own ticket to join the North Pole Experience fun. That includes grown-up elves too! There’s a separate adult ticket available when booking, so everyone can come along and enjoy the magic together.

What do you get with a VIP ticket?

The VIP experience adds an extra touch of Christmas magic – enjoy front row seats for our festive shows, a special photo with Father Christmas, priority ice skating, light refreshments, a VIP gift, and reserved seating for your festive fun.

Just make sure you’ve booked standard tickets first. Only one VIP group per session, up to 6 people.

Do I need a ticket for under 1's?

Every elf, big or small, needs their own ticket to join the The North Pole Experience fun!

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Even the tiniest elves (under 12 months) deserve a magical day at the North Pole with a special ticket price just for them.

Can I bring pram or push chair?

Yes, prams are welcome at the North Pole Experience! There’s ample space to bring your little one in a pram, so no need to worry

I'm having an issue booking online?

Sorry to hear this is happening - Have you tried refreshing your browser cache and reloading the page? We've found that this usually helps. Failing this - try to use private browsing mode on your device?

If you've tried both of the above and you still can't book please let us know what date & time session you are trying to book for by emailing [email protected].

What do adults get for the price?

Everyone needs a ticket to join the North Pole Experience. While only little elves make a bear and decorate a gingerbread man, everyone gets to enjoy the festive show, ice skating, storytelling with Mrs Claus, and of course, meeting Father Christmas!

Grown-up elves may not receive a gift, but they’re part of the full magical journey.

Why does session pricing vary?

We offer different prices depending on the date and time of your visit. Earlier dates and less popular times are offered at a special reduced price, making it easier for more families to join the festive fun!

This way, everyone has the opportunity to create lasting Christmas memories. Choosing an earlier date or a less busy time slot can mean a more budget-friendly adventure! But rest assured, every session offers the same magical experience regardless of the price point.

How long does The North Pole Experience last?

The full experience lasts approximately 3 to 3.5 hours from start to finish – plenty of time to enjoy all the festive magic!

What do under 1's get?

Our Under 12 months tickets do include all of the experiences throughout the adventure, plus a choice of Toy from Santa's Toy shop. However only Children tickets (over 12 months) receive a Teddy Bear from the elf Workshop and a Gingerbread from Mrs Claus.

If you would like for your Under 12 month to receive a Teddy Bear from the elf workshop and a Gingerbread, please ensure that you purchase a children's ticket instead of an under 12 months ticket, that way the littlest elves still get the biggest adventure!

Can I upgrade an under 1 ticket to a child ticket?

Yes, you can upgrade!

Just use this link:👉 https://tickets.thenorthpoleexperience.co.uk/tickets/en/login

‍Log in, select your booking, click "Edit Booking" and you can make the required changes.

Is there a discount for Otterspool Adventure members?

If you're part of the Otterspool Adventure Membership, you're on the nice list for 20% off! Just pop your full 17-digit membership number (including the dash) into the discount code box at checkout.

Contact our elves if you need any help using [email protected].

Why can't I book an under 1?

If an Under 1's ticket isn't available, it means that the festive spots for little ones in that session have already been filled. Don't worry – try another magical date or time, and we'll be ready to welcome you!

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