Will my child receive a gift? Yes, all children will receive a gift wrapped book.

What dates do the Santa's Storytime sessions start and end? Between Wednesday 4 and Saturday 7 December, depending on the location. The last day will be Christmas Eve. Opening times vary per store.

Will my child get to meet Santa? Yes, Santa participates in every storytime session and each family will also get some individual time with him.

Who are Eskimo Jo Events? John Lewis is working in partnership with Eskimo Jo Events to deliver their Santa experiences. You may see their company name when booking an event, or in any emails you receive.

What age is the grotto suitable for? It's recommended for children aged 2+, but children of all ages are welcome.

How much do tickets cost? Tickets to Santa's Storytime cost £17.50 per child (plus a £1.75 booking fee) and £3 per adult (plus a 30p booking fee).

Is there a charge for babies under 12 months? If you’re bringing a baby on their own or want your baby to receive a gift, you'll need to pay the full child price. Babies under 12 months who are accompanying a paying sibling and don't need a gift are welcome free of charge and don't require a ticket.

Are there any dedicated inclusive sessions available?

Yes, relaxed sessions are available for anyone who might benefit from them, including disabled, neurodiverse or sensory-sensitive children. These are adapted in a variety of ways, including reduced in-store noise. During relaxed sessions, our team will try to help everyone feel comfortable enough to talk, sing, dance and even shout out at any point during the experience - or to navigate it quietly if they prefer. Please be aware that it's not possible to eliminate all noise so we recommend bringing ear defenders if this is something your child benefits from. If you’re unable to attend one of these sessions, please complete the special requirements section in the booking process and we’ll do everything we can to accommodate you. It won’t be possible to reduce noise in open sessions and the experience is likely to be busy at peak times.

A social story tailored to each location will be available at least 48 hours before the first relaxed session. This will help prepare your child by outlining what to expect from the visit, including visuals of the journey from the shop entrance to the experience. Please return here for a link to each social story before your visit.

We're running relaxed inclusive sessions on Saturday 14, Sunday 15 and Thursday 19 December. These sessions are highlighted in blue and can be selected when you choose your time slot. If you’d like more information, please

email tickets@eskimojoevents.co.uk.

Do you offer carers tickets? We offer registered carers one free ticket for each paying child who requires care. To make a booking that requires a free carer, please email our customer service team at tickets@eskimojoevents.co.uk. You’ll need to show proof of entitlement when you arrive.

Can I book a special needs group and school party visits? Please

email tickets@eskimojoevents.co.uk to discuss your visit and any special requirements.

Why should I book in advance? We recommend that you pre-book tickets to avoid disappointment. Availability isn't guaranteed, and tickets sell quickly.

Will I receive a ticket once I've booked? Yes, you’ll be emailed an e-ticket. You can either print your ticket or show it on your mobile phone at the entrance to the experience.

Do you offer refunds? Unfortunately, we’re unable to refund tickets. If the event can't go ahead, you'll receive a refund. To protect you if you can no longer attend the event, we offer a ticket refund promise policy as an additional option when purchasing your ticket.

Can we change the time or date of our booking? In exceptional circumstances, we can change the time or date to another available slot. If an alternative slot isn't available, unfortunately, we won't be able to offer a refund.

When should I arrive? Please arrive no earlier than 5 minutes before your pre-booked time slot. We may not be able to admit latecomers into the experience as we can't delay session start times or interrupt the experience once it's begun.

Are there toilets and baby change facilities? Yes, all our stores have parent rooms with baby changing facilities.

Is there somewhere to leave buggies? Yes, there's an area to park your buggy, but please be aware that buggies are left at your own risk.

Is there wheelchair access? Yes, there's full disability access throughout the experience.

Can we bring food and drink into the experience? We kindly ask that you don’t eat or drink during the experience.

Can we take our own photographs with Santa? Yes, we’re happy for you to take

your own photographs when meeting Santa. However, there'll also be the opportunity for you to have a professional photograph taken with Santa which will be available to purchase as a memento.

Have all staff been security checked according to government guidelines? Yes, all staff are checked to the relevant level for this experience.

Are dogs allowed? Unfortunately, dogs aren't allowed to visit Santa’s Storytime. We do, however, offer dog-friendly sessions.